FAQ

We are fully operational, and we are receiving a significant volume of orders at present. Due to current social distancing rules we are anticipating delays of up to 3 additional days on top of usual delivery times - we will get your order to you as quickly as we can!  

You will receive an email with tracking information once your order is dispatched. Our customer service team will respond to any questions you may have in connection with your order.  

Stay safe out there! Love Team Mocka

Shopping at Mocka is super easy - just follow these steps:
1.   Select any product, either by browsing the different sections of the website, or using the search box in the top right hand side of the homepage.
2.   View the selected product and click on the photograph to zoom in and see details. You can also view more product information on the product page.
3.   Select a product and add it to your basket. You can then choose to continue shopping or proceed to complete your order.
4.   When you click on “check out” you can proceed as a guest or login if you have already purchased from us. If you have forgotten your password simply click on the password request and you will have a new password sent to you straight away.
5.   Select a payment method: Visa, Mastercard, Afterpay, Laybuy, Bank transfer – or enter your gift voucher code if you have one.
6.   Confirm your order.
7.   You will receive an email confirming your order.

Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please check your Spam email folder first, and if you still can't find it, please email us at hello@mocka.co.nz and we will help you out!  

We accept payment by Credit Card (Visa/Mastercard), by direct bank account transfer using Account2Account or Afterpay.

Yes! Mocka offers a 365 day warranty on all of our products*. This warranty covers all manufacturing faults or defects. It does not cover wear, tear or damage caused by use, accident or failure to follow care instructions.
The warranty is valid for 365 days from the date of the order and is available to the original purchaser of the product only.
*While lightbulbs supplied with lighting products are guaranteed to work at the time of purchase, we do not warrant the ongoing operation of lightbulbs for any particular period of time beyond the requirements of the Consumer Guarantees Act.

If you have any issues with the product that you have received, please email us at hello@mocka.co.nz and provide the order number, the name of the item at fault and full details of the fault (including photos if possible). We will always do our best to help.

Gift vouchers are available for purchase online. All Mocka gift vouchers are emailed to the recipient, so we do not post physical gift vouchers to you.
If you wish to redeem a gift voucher, you can use your gift voucher code during the checkout process. It is possible to use more than one gift voucher to complete a purchase.

If a product is out of stock, in most cases you can enter your email address to be notified when it is back in stock. Occasionally we will place products on Pre-Order, but this will be clearly labelled 'Pre-order' when this option exists.

The products included in our Packages cannot be changed for other products (or the same products in a different color). If you wish to return a Package purchase, please refer to our Returns & Exchanges section.

Great care has been taken to ensure true accuracy of all product colours shown on our website; however please note that colours can vary from computer to computer.

Yes, you can sign up via our homepage to receive our free email newsletters and to receive information on Mocka’s latest products, special offers and product updates. Simply enter your email address on our homepage and you are instantly subscribed.

You can also follow us on any of our social media pages such as Facebook, Pinterest or Instagram. Simply click on the social media links on our homepage to join up. We do run special promotions specifically for our social media followers from time to time so it does pay to join!

Yes you can easily cancel your email subscription by following the simple instructions at the bottom of each newsletter or email.

If you have forgotten your password you may have your password reset by following the onscreen instructions in the log-in section. Enter your email address and we will send you an email confirming your new temporary password.

You are welcome to update your personal details, including changing your email address, password, phone number and delivery address details any time when logging in to our website using your email address.

Please be aware that most of our products require assembly as they are sent flat-packed to minimise damage in transit. More details are available on the individual product page.

If you receive a damaged or faulty product, please email us at hello@mocka.co.nz and include the following information (so we can resolve this for you quickly):

- The original order number.
- The name of the product.
- The batch number on the outer packaging - this will be a six digit number starting in 8***** or an eight digit number starting in 5000. Locating the batch number will ensure the replacement parts will fit your model.
- Panel(s) numbers and/or hardware affected as per the assembly instructions.
- Photos and/or video showing the issue as best you can.

Please note that if you proceed to assemble a damaged or faulty product, Mocka will not be liable to provide any form of compensation or reimbursement for any additional hardware, panels or tools purchased to complete assembly.

Mocka offers a 365 day warranty on all of our products. This warranty covers all manufacturing faults or defects. It does not cover wear, tear or damage caused by use, accident or failure to follow care instructions. Any modifications made to the product will void the warranty. This is valid for 365 days from the date of the order and is available to the original purchaser of the product only.

We require you to hold onto all packaging until any issues associated with faulty or damaged products are resolved. Couriers will be unable to collect a fully or partly assembled product for transport. Any product returned to us must be transported in suitably protective outer packaging and in a manner adequate to withstand the ordinary risks associated with transport. Any loose products will be rejected by the courier.

If you receive an item that you did not order, please email us at hello@mocka.co.nz and send us a photo of the courier ticket and carton, so we can get this corrected for you quickly.

Yes. When your order is dispatched you will receive an email from us confirming this and advising you of your tracking number which will link to our courier’s web page so that you can keep an eye on progress.

To keep prices down, we are online only so we do not have a retail shop. We have ensured that full details of each product are included on our website, so that you can make an informed decision when purchasing.
Our website has a special feature that allows you to ask a question right on the product page; just click on the Questions tab.

We offer a 30 day money back guarantee, so that in the unlikely event that the product you order is not what you want, you are welcome to return it, no questions asked.

If you have a valid discount code, you MUST use it to get the discount. Enter the discount code in the box labelled Discount Codes at the time of checkout. If you do not enter a valid discount code at the time of checkout, we cannot give you that discount or refund you the amount of the discount after your order is completed.

If you are using a discount code you may be required to provide your card or registration number qualifying you for that particular discount.

Only one discount code can be used per order.

Discount codes cannot be used with layby orders, for sale products, on package deals or to purchase gift vouchers.

If our website is not processing your discount after a valid discount code is entered, or if the discount code entered is not accepted when you click Apply, then please email your order together with your discount code to hello@mocka.co.nz. For more information, please visit our promo code information page.

From time to time, we will 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 we will email you if 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 your in-stock items straight away, and then send your pre-ordered product when it arrives.

When we put a product on Pre-order, we will provide an estimated time of arrival. We will update this estimated arrival date if it changes at all. Please note that we will always provide the most accurate info we have available, however due to the nature of the supply chain sometimes arrival dates can change. We will email you when your pre-ordered product is dispatched.

For all furniture items: Remove all liquids/food spills immediately with a dry cloth. For all fabric items: Please see specific care instructions on the website product page and care labels on the items themselves.

The Furniture warning stickers on certain units are a requirement to inform customers on proper care and use. We would advise this not to be removed to ensure proper use of the item.