Need help now? We have listed some of our
frequently asked questions below.
If you’re still
needing help, feel free to contact one of our
customer support team.
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
How do I purchase a product from Mocka?
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.
How can I be sure that I’ve made my purchase correctly?
How can I pay for my order?
Does Mocka provide any warranties on its products?
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.
How do I make a warranty claim?
Can I purchase or redeem a gift voucher?
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.
What happens if a product I want is out of stock?
Can I change products in a Package?
Will I receive the same product that I see in the photo?
Is it possible to receive regular information via email about Mocka’s latest products and special offers?
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!
Can I cancel my Mocka email newsletter subscription?
How do I recover my forgotten password?
Can I update my personal information?
Will I have to assemble my product when it arrives?
What should I do if I receive a faulty product?
- 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.
What should I do if I receive the wrong product?
Can I track my order?
Do you have a retail shop where I can view products?
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.
Can I use a discount code on my order?
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 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 email@example.com. For more information, please visit our promo code information page.
Can I Pre-order products?
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.
How long will it take my Pre-order to arrive?
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.