Orders and Product Information
What happens if a product I want is out of stock?
Our products are very popular and sometimes they fly off the shelves before you had a chance to add to cart. But don’t worry, often you still have a chance.
If a product is shown as out of stock on the website, you can add your details on the product page in “email me when back in stock”. You will then be one of the lucky first to know once it is available again. We aim to restock all items as soon as possible, but at times there are delays so please contact us if you have any questions.
If we have confirmation on our side of when the product will be available again, we will add the date on the product page on our website. Bear in mind, that some items will not be restocked, including all items that have been moved to clearance.
Please note that we only advertise pre-orders on the specific product page and don’t accept them otherwise.
Will I receive the same product that I see in the photo?
We’ve taken great care to ensure true accuracy of all product colours shown on our website. In some cases, the possibility of variations will be listed in the product specifications. We always only photograph the genuine item that you will receive.
However please note it’s possible for, colours, shades, and wood grains to appear different on your computer or phone depending on your personal colour settings. There are additional factors to consider as well, such as colours and tones reflecting differently depending on the lighting in the studio and in your home. We show different photos so that you can see how this could be possible.
Will I have to assemble my product when it arrives?
Yes, most of our products require self-assembly as they are shipped flat-packed. You will receive clear and simple instructions both in the actual box and online on the product information page (if you need a digital version). If you decide to hire a third party to complete your assembly, please note these charges are at your own expense.
Can I swap items in a Package?
Unfortunately, it is not possible for products to be swapped or replaced to make up a Package. We may have options within certain packages (i.e., choosing a colour from a selection) but this will be clearly communicated on the Package page.
What are Pre-order products?
Due to popularity of our products, we will sometimes make certain products available for Pre-order. When this happens, the product will be clearly marked as a 'Pre-order' item on the website. If you have signed up for the waiting list on the product page, then you’ll get an email from us once your product becomes available for Pre-order. If you order a Pre-order product that is part of a Package, or place an order for multiple items that include a pre-ordered product we will send you the in-stock items straight away, and then send your pre-ordered product when it arrives.
How long will it take my Pre-order to arrive?
When we put a product on Pre-order, we will always provide an estimated time of arrival. But please note that while we make sure to provide the most accurate information we have available, due to the nature of the supply chain, sometimes arrival dates can change. We will email you when your pre-ordered product is dispatched. So don’t worry we haven’t forgotten about you!
Warranty and Care
Does Mocka provide any warranties on products?
Mocka offers a 365-day warranty on all our products. We will either credit, replace, or refund the original purchaser in line with this warranty. The warranty covers all manufacturing faults and defects. However, it does not cover wear, and tear or damage caused by use, accident, or failure to follow instructions. Please note any modifications made to the product will void the warranty. Our warranty is valid for 365 days from receipt of your order and is only valid for the original purchaser of the product.
Where Mocka has replaced or refunded within warranty there is no obligation to collect the item or provide compensation for parts/boxes.
The benefits provided to the consumer by Mocka’s warranty are in addition to other rights and remedies available to the consumer under the Australian Consumer Law. Remember, your Consumer Guarantee Rights last for a reasonable period, which will depend on the circumstances including the nature of the product, any representations made in relation to the product and how the product was used.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you have a warranty claim, please contact us with the following information so we can resolve this for you:
- The original order number.
- The name of the product.
- Some photos and/or videos showing the issue as best you can. Please include the item and carton photos.
- The batch number is the magic number! It’s the best way to ensure the replacement parts will fit your model. You can find this on the outer packaging of the item itself, hint: it’s a printed number in black writing that starts with the number 5
- Which panel(s) and/or hardware were affected, using the assembly instructions that were attached. Please include the panel numbers and quantity.
How do I care for my Mocka products?
We want you to enjoy your Mocka product for as long as possible. Here are some essential tips for caring for your pieces.
For all furniture items:
- Remember to remove all liquid/food spills immediately with a dry cloth.
- When moving an item, please make sure to always LIFT the item and carry it into place – do not drag it.
- It’s also a good idea to regularly check and tighten hardware if needed, as it’s possible for flat-pack items to wear loose over time.
- Furniture warning stickers on certain units are required to inform our customers on proper care and use. We recommend keeping these stickers on to ensure proper use of the item. We are not responsible for any damage caused by removing them, specifically a sticky residue or tearing of the finish.
For all fabric items:
- Please take a look at the specific care instructions on the website product page and care labels on the items themselves, as each fabric is very specific.
How do I care for my Mocka furniture in this changing climate?
If you’ve noticed that recent extreme weather is affecting your furniture, you’re not alone.
One of the impacts we have seen recently is the growth of mould on many surfaces in our homes. No matter how clean we keep our homes, the change in climate can encourage airborne spores to grow into mould. We’ve compiled a few tips for regularly checking, maintaining and ultimately prolonging the lifespan of your Mocka furniture. Read more here