Frequently asked questions

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:

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.

Not only is creating an account with us easy, but it’s also a fantastic idea. Here’s why:  

• It makes checkout a breeze! Your address and other details are already saved in our system when you have an account with us.  
• You can easily access your order history - invoices, tracking details and delivery information are just a click away.  Just click on your order and it’s all there.  
• You can create and add to your Wishlist while you browse.  
• Have you ever wanted to easily compare products? Now you can!  

To be kept in the loop with the latest from Mocka, sign up to our mailing list! You’ll be the first to hear about our latest products, offers and promotions. Join the Mocka Family by entering your email in the footer section of our website. 

And don’t forget to follow us on Facebook, Instagram, Pinterest for design, trend and style inspiration, as well as all the latest Mocka updates!  

Of course, you can cancel your subscription anytime. There’s an option at the bottom of each newsletter or email to unsubscribe from our mailing list. If you have any concerns just reach out to our team for assistance. 

If you have set up a Mocka account, then you would have selected a password at the time of signup. If you have only signed up for our email newsletter, then this does not automatically create a Mocka website account for you. 

To check if you have an existing website account, try entering your email address. If you have an existing website account, it will send you a temporary password so you can access your account. If not, it will tell you that you do not have an existing account. 

You can update your personal information at any time. Whether it’s changing your email address, password, phone number or delivery address - it can all be done when logging in to our website using your email address. Keep in mind that these changes won’t apply to any existing orders, but only to future orders placed under that account.   

If you do have an existing order that needs to be updated with new information, then please contact us here. 

If the time comes that you no longer want an account on our site, you are welcome to email us at hello@mocka.com.au to remove your details.   

Enter the discount code in the box labelled 'Enter Promo Code or Gift card' and click apply! 

If you are experiencing any issues, you can reach out to our team through our Mocka AU Help Center using our live chat, phone or contact us form.  

It's super important to apply the discount code at the time of purchase, we're unable to retrospectively apply a discount or make changes to an order once made.  

Following the below steps may help to troubleshoot the issue. 

1. Remove all items from your cart, log out, close your browser and clear the cache on your device. Log back and re-add all items to your cart. 
2. Fill all customer details in manually without using autofill and ensuring all customer details are filled out including the phone number, country, state and postcode. 
3. Check your payment method is within expiry date and has sufficient funds. 

If you are still experiencing issues after trying this, please reach out to our Customer Service team. 

We recommend turning off any auto fill or autocomplete settings in your browser and slowly typing until the drop down box starts to populate the correct address. 

If your address is not being recognised, please try to just type in the suburb then select it from the drop down options. This will then enable all fields so you can manually enter your billing and shipping address. 

Alternatively, some browsers do not show all fields and this may cause an issue, try an alternative device such as a PC or a mobile device.

Should you still be experiencing issues reach out to our customer support team for assistance.

Due to popularity of our products, we will sometimes make certain products available for Pre-order. When this happens, the product will be marked as a 'Pre-order' item on the website. 

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.  

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. 

It's 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.

It’s not possible to split the payment across multiple payment methods. Except when using a Gift Voucher, then you can add one other payment method in addition to the Gift Voucher.