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Mocka AU Helpdesk (Website Version 2.0)

<p style="text-align: justify;" id="isPasted"><span data-teams="true" style="font-family: Verdana, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0);">We offer a standard delivery service. Deliveries are made to the ground floor entry point of your address only. We&#x2019;re unable to accommodate room-specific or upper-level delivery requests. If your building has stairs or lifts, please note that couriers will not carry items beyond ground level. We recommend arranging help if your items need to go beyond that point.</span></p>

Couriers deliver to ground floor only and cannot carry items to specific rooms or upper levels.

Can I request delivery to a specific room or floor?

Shipping & Delivery

Where can I receive my order?

How long will my order take to arrive?

Do you ship outside of Australia?

Can I add delivery instructions to my order?

Can I schedule a delivery date and time?

Can the courier call me on the day of delivery?

I'm not ready to accept delivery yet, can you hold the order?

I’ve got stairs, where will my delivery be completed?

I live in an apartment, what are my delivery options?

How much do I pay for delivery?

When will my order be shipped?

Do you offer an express delivery service?

I need to change my delivery address!

Do you have a showroom or store where I can view products?

Can I collect my order from your warehouse?

I can't find my order confirmation

How can I track my order?

My order says “delivered” but I haven’t received it - what should I do?

My tracking link has an error

I've only received part of my delivery - where's the rest?

How do I enter my discount code?

Help! I'm having issues checking out

I can't enter my delivery address?

Can I use multiple payment methods for one order?

Do you offer NDIS quotes?

How can I be certain I've made my purchase correctly?

How long until my order is dispatched?

Can I track my order?

My address is incorrect!

I want to change or cancel my order!

I've entered the wrong email address for my order!

I forgot to add my discount code!

I'm missing a part of my delivery

How can I get a tax invoice?

Order Information

Can I exchange or return my product for change of mind?

How long do I have to return a product?

How can I return my change of mind product?

How much does it cost to return an item?

I purchased a package, can I return part or all of it?

Can I return seconds or clearance products?

My product has arrived faulty / damaged

Help! I've received the wrong product

Mocka Warranty

Your Consumer guarantee rights

Returns & Warranty

What payment methods are accepted by Mocka?

How can I use a discount code with my order?

Can I purchase a gift voucher?

Can I add a message to the Gift voucher?

How do I redeem a gift voucher?

How can I check my gift voucher balance?

How long is the gift voucher valid for?

How can I report a lost or stolen gift card?

Where can I use my Mocka gift voucher?

When will I receive my gift voucher?

What if I forget to apply my gift voucher?

What are the restrictions on the gift cards?

What is the return policy for the gift cards?

Do I have to use my gift voucher all at once?

Payments & Gift Cards

What does 'pre order' mean?

How can I tell if an item is on preorder?

I've purchased a pre order - what happens now?

How long will it take for my pre order to arrive?

Can I cancel or change my pre order?

Are pre order dates guaranteed?

Is there a chance the pre order item will be delayed?

Will I receive updates while I wait for my pre order?

Can I update my shipping address after placing a pre order?

What if the pre order item goes on sale after I’ve placed my order?

Pre Orders

Do you provide an assembly service?

What tools do I need to complete assembly?

I need the assembly instructions

I need help with assembly

Let's Talk Assembly

Where do I find the product dimensions & specification?

Do you have weight limits on your products?

How accurate are the product colours shown online?

Are there any additional photos which can be provided for your products?

Where are your products manufactured?

What size mattress do I need for your cots?

What are the differences between your cot mattresses?

What are the differences between your mattresses?

What are the differences between your Original and Soho highchairs?

Do any of your cots feature a drop down side?

Do your cots have adjustable base settings?

Product Info at a Glance

Can I purchase spare parts?

I've misplaced my screws / hardware - Can I get more?

Do you sell replacement bed slats?

Do you sell replacement fabric seat covers?

Parts & Fix-Ups

Can I customise my furniture?

Can I customise or swap items in a furniture set or bundle?

What is a furniture set or bundle on your website?

Customisation & Bundles

What can I do if an item I want is out of stock?

Stock, Availability & Showroom

Product Information

Promotions & Specials

Competition Terms & Conditions

Pricing and product availability

Purchasing from Mocka

Gift Vouchers

Copyright

Replica products

Reviews

Social Media Image Submissions

Aus Statutory Compliance

Website browsers

Intellectual property

Privacy and security online

Disclaimer

Third party websites

Changes

Government Law

Terms

Why create an account with us?

How can I check if I have an account?

Can I update my personal information?

How can I stay up to date with the latest offers and new releases?

Can I cancel my Mocka email newsletter subscription?

Privacy Act

What we collect

How we collect your personal information

Why we collect your personal Information

How we use your personal information

How we disclose your personal information

Third party disclosure of your information

Controlling and accessing your personal information.

General Security

Credit Card Security

How we use cookies

Links to other websites

If you have any questions or complaints

Account Information, Privacy & Security

Can I request delivery to a specific room or floor?Updated 8 days ago