FAQ

How do I purchase a product from 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 will be required to register as a customer (which doesn’t take long, and it saves you having to enter your address and other details when you place your next order!) 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, Bank Deposit – 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?

Once you have placed your order, you will receive a confirmation email.  

How can I pay for my order?

We accept payment by Credit Card (Visa/Mastercard or Q Card) or by direct bank account transfer using Account2Account. 
 
For more details about Q Card visit https://www.qcard.co.nz/

Do you have a retail shop where I can view products?

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.

Can I use a discount code on my order?

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 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.

Can I track my order?

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.

Can I purchase or redeem a gift voucher?

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.

Does Mocka provide any warranties on its products?

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.

How do I make a warranty claim?

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. 

What happens if a product I want is out of stock?

If a product is out of stock, we will try to restock it as soon as possible.  If we have confirmed details for the date when the product will be available again, we will include these details on the product page on our website.

Will I receive the same product that I see in the photo?

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.

Is it possible to receive regular information via email about Mocka’s latest products and special offers?

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, Twitter, 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?

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

How do I recover my forgotten password?

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.

Can I update my personal information?

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.   

Will I have to assemble my product when it arrives?

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.

What should I do if I receive a faulty product?

If you receive a faulty item, please email us at hello@mocka.co.nz and provide the order number, the name of the faulty item and full details of the fault (including photos if possible). 

What should I do if I receive the wrong product?

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.