Shipping & Delivery

When will my order be shipped?

We always aim to dispatch your order to you as soon as we possibly can, this is usually within 1-3 business days of order confirmation. Bear in mind that dispatch can sometimes be delayed due to high volumes. This might happen if you order during a sale or a public holiday period.  

Our couriers usually deliver Monday through Friday, and the stated delivery times are averages provided by our carriers. In some cases, there may be delays, this could be caused by extreme weather conditions, or during holiday and peak periods. With remote deliveries, it’s also possible to have delays as they rely on local transport schedules.

If you have any other questions, please reach out to us here

Where can I receive my order?

You can receive your order at either your home address or business address, whichever is convenient. We do need to let you know that if your goods are being delivered to an apartment complex, they can only be delivered to the ground floor. Due to Health and Safety reasons, couriers cannot deliver goods up lifts or stairs. There are some rural areas that our courier contractors cannot deliver to, if that is the case your goods will be delivered to the nearest town where you can collect them. Unfortunately, we are unable to deliver to a Post Office Box, Parcel Locker, Parcel Collect or Private Mail Bag.

There is no shipping option for my address, how can I place an order?

So, you can’t find a shipping option for your address and you’re wondering how you can get that beautiful item you’ve got your eye on to your place. While there are some rural areas our couriers aren’t able to ship to, we are able to arrange delivery to the closest town where you can collect. However, let’s first make sure your address is reachable by following these steps: 

  1. When you enter the suburb or postcode you should be able to select your address from the drop-down bar, this is how you validate your address.
  2. Sometimes it helps to turn off your autofill/complete settings and enter them yourself. And remember your phone number must be entered. 

  3. Have you tried refreshing your browser? In some cases, certain browsers do not show all fields so you could also try a different browser. Or alternatively, try and use a different device. 

  4. If none of these worked, please contact us here

Can I select signature on delivery?

We do not offer a “Signature on Delivery” option as all deliveries are “Authority to Leave” and do not require a signature. If you are not available at delivery time our couriers will leave the goods in a safe place, if that’s not possible they will be taken to the nearest depot for collection, or an “Attempted Delivery” card will be left. 

If you are selecting “Additional Delivery Instructions” please make sure you choose the most suitable option so that our couriers can do their best to accommodate your request. Unfortunately, we cannot accept any responsibility for packages that are removed/lost/stolen/damaged that were instructed to be left at an address.

How long will my order take to arrive?

We’ve recently partnered with new couriers to provide a faster service for you. Mocka dispatches all orders from the Brisbane Warehouse on standard weekdays. Here are our approximated delivery times, by region, once your order is dispatched:

  • NSW/ACT 2 –7 business days
  • VIC 2 – 7 business days
  • QLD 1 - 7 business days
  • WA 6 - 15 business days
  • SA 3 - 7 business days
  • TAS 5 - 8 business days
  • NT 6 - 12 business days

Please remember these are estimated shipping times from when your order has been dispatched and actual shipping times may vary.

Can I track my order?

Absolutely, we will always mail you a tracking link once your order is dispatched from our warehouse. Here are some more details:

Dispatch: Once orders are dispatched from our warehouse, we’ll send a tracking link to the email address entered at checkout. If you don’t see this email in your inbox, please check your Spam or Promotions folders. Please note it can take up to 3 days to dispatch your order during busy times at our DC here in Brisbane.

Tracking: Your tracking link will contain an ETA (Estimated Time of Arrival) from the courier. This is only an estimate and is from the time the order is placed. It’s possible that there will be changes within the courier network which may mean your order is delivered before or after the ETA. If your order does not arrive by the ETA that does not necessarily mean there’s an issue. Check your tracking link for an update, as all the information you need will be connected to your tracking. Should you still have further questions please contact the courier for further information.

Partial delivery: We always attempt to deliver cartons as one delivery for you, but it is not always possible with our couriers. Sometimes individual cartons get separated in transit, which could be related to the size and dimensions of your order. Your tracking link will remain active until you receive your complete order. Only once you have everything will it be marked as complete.

Can you hold an order and dispatch at a later date?

We understand timing can be a challenge and sometimes life is unpredictable. Unfortunately, we cannot hold orders in our warehouse to dispatch later. Once we receive an order, the wheels are quickly set in motion, and we always dispatch within 1-3 business days. If you will be away on holiday or are in the process of moving house, etc. please rather give us and alternate delivery address for your order.

Can I change my delivery address after ordering?

Unfortunately, we cannot make changes to the delivery address after the order is dispatched from our warehouse. What we can do is provide the contact details of your courier so that you can communicate directly with them. Please note that some couriers may charge extra fees for delivery address changes.

How much do I pay for delivery service?

We calculate delivery fees based on the product purchased and the delivery address postcode. We do have a shipping estimate box on all our product pages that you can check. To get a shipping quote on a product, click on it and then enter your postcode at the top right of the screen - if the product has colour choices you need to select a colour to complete the process, but you don’t need to “add to cart” yet. If you are looking at multiple items and would like a complete quote, you can enter your postal code at checkout and a freight price will show before you complete the order.

What if I purchased a product on pre-order?

We’re proud to say our products are popular and they often fly out the door very fast. So when we know we have products arriving in the not-too-distant future, we like to let you know and give you the opportunity to pre-order that product so that you do not miss out when the product arrives. When a product that has been pre-ordered arrives, we always aim to dispatch it to you on the same day. While we put estimated delivery dates for arrival of pre-ordered products on our website, these dates can change as delays can occur that are out of our hands. Sometimes products arrive earlier and occasionally they arrive later than our original estimated date. We apologise for any inconvenience that this may cause, but if you are ordering by pre-order, please do not rely on it being there by a specific date – we prefer to under-promise and over-deliver so the greater risk is that items will arrive sooner than indicated on our website.

Do you ship outside of Australia?

Sorry but we currently only ship products available on within Australia. If you would like your order sent to a New Zealand address, please purchase it via our New Zealand website (and use the New Zealand address as both your billing and shipping address). Please note that our New Zealand website prices and products often differ from our Australian site.

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