Shipping & Returns

We always aim to dispatch your order to you as soon as we possibly can, usually within 5 business days of order confirmation. Bear in mind that dispatch can sometimes be delayed due to high volumes. This might happen if you order during a sale or a public holiday period.  

Our couriers usually deliver Monday through Friday, and the stated delivery times are averages provided by our carriers. In some cases, there may be delays, this could be caused by extreme weather conditions, or during holiday and peak periods. With remote deliveries, it’s also possible to have delays as they rely on local transport schedules.

We ship to most physical addresses in NZ. You have the flexibility to receive your order at your home or business address, for your convenience. 

It's important to note that we offer a standard delivery service, if your delivery is destined for an apartment complex, be aware that our couriers can only deliver items to the ground floor. This policy is in place for Health and Safety compliance, as deliveries involving lifts or stairs are not feasible.

In certain instances, there are remote rural areas that our courier partners may not be able to access. In such cases, your goods will be directed to the nearest town where you can arrange for their collection. We are unable to facilitate deliveries to Post Office Boxes, Parcel Lockers, Parcel Collect locations, or Private Mail Bags.

For our rural customers, once the order has been handed over to the local rural depot, tracking will show shipping complete. Not a worry, as you can expect to receive your order 24 – 48 hours after this has scan.  

We're delighted to announce for our valued customers residing on the Chatham Islands and Great Barrier Island, that we now offer a flat-rate shipping fee of $150.00 to most postcodes in these unique locations.

If you encounter any difficulties while placing your order, please don't hesitate to reach out to our dedicated customer service team at hello@mocka.co.nz. Please be aware that deliveries to these islands come with certain limitations, which won't come as a surprise to those of you who are lucky enough to live here!

If you are well-versed in direct delivery services to these islands, you will know you have two convenient options:

1. You can choose to collect your order at a local depot with no additional charge.
2. Alternatively, you have the flexibility to arrange for final mile delivery to your doorstep through an on-forwarder, incurring an additional charge.

At this time, our shipping services are limited to addresses within New Zealand and we do not offer an international shipping service. 

For our Aussie friends, if you wish to have your order shipped to an address in Australia, you will need to make your purchase through our dedicated Australian website, www.mocka.com.au

Ensure you use your Australian address for both billing and shipping purposes during the checkout process.

It's important to keep in mind that our Australian website may feature different product offerings and pricing compared to our New Zealand site and we're not able to interchange stock. 

Yes, we offer a signature required upon delivery service when sending items.  If you aren't present when the delivery driver arrives, they will leave a missed delivery card. 

If you do need to sign for an order, our delivery providers have non-contact options available to minimise your risk. 

Please note that deliveries to rural addresses will not require a signature. If you wish to receive your items at an address where you are unlikely to be at the time of delivery (i.e. your home address if you work during the day), please make a note in the comments section of your order, to confirm that our courier is authorised to leave your items without a signature. 

Unfortunately, we cannot accept any responsibility for packages that are removed/lost/stolen/damaged that were instructed to be left at an address.

We use a courier service who deliver between Monday to Friday, 9am to 5pm only, delivery is dependent on the courier schedule. The couriers are not issued with work phones, so cannot call before or during the day of delivery and advise of a specific time for delivery. 

Once we ship your order, you’ll receive a separate email to confirm the dispatch and tracking for the delivery. 

While there are some rural areas our couriers aren’t able to ship to, we are able to arrange delivery to the closest town where you can collect. However, let’s first make sure your address is reachable by following these steps:  

1. Select from the drop-down, when you enter the suburb or postcode you should be able to select your address from the drop-down bar, this is how you validate your address. 
2. Turn off your autofill/complete settings and enter the details manually. Remember your phone number must be entered.  
3. Have you tried refreshing your browser? In some cases, certain browsers do not show all fields so you could also try a different browser. Or alternatively, try and use a different device.  

If none of these worked, please contact us here 

We offer $22 Flat Rate Shipping throughout New Zealand, including rural locations.

Please note that this excludes the Chatham Islands and Great Barrier Island. Shipping will be calculated in your shopping cart for the following postcodes: 8942, 8016, 0960, 0961, 0962, 0963, 0991.

We understand timing can be a challenge and sometimes life is unpredictable. Unfortunately, we cannot hold orders in our warehouse to dispatch later. 

If you will be away on holiday or in the process of moving house etc. we'd advise to use an alternative delivery address. 

Delivery is approx. 2-4 business days from dispatch at our warehouse to your door.  Our rural customers will need to add an extra 1-2 business days to this timeframe. 

Our delivery providers usually deliver Monday through Friday.  In some cases, there may be delays, caused by extreme weather conditions, or during holiday and peak periods. With remote deliveries, it’s also possible to have further delays as they rely on local transport schedules. 

We will work on this for you in the future, but for now we are online only. Our friendly Customer Service team are here to answer any questions you may have about our products. Reach out to us for more information via phone, chat or email.

Dispatch can happen pretty fast and at the moment due the nature of our warehouse we’re not able to offer a click n collect service. We hope you understand that this is a safety precaution so that we can keep everyone safe from any operating machinery.

Delivery is approx. 2-4 business days from dispatch at our warehouse to your door.  Our rural customers will need to add an extra 1-2 business days to this timeframe. 

Our delivery providers usually deliver Monday through Friday.  In some cases, there may be delays, caused by extreme weather conditions, or during holiday and peak periods. With remote deliveries, it’s also possible to have further delays as they rely on local transport schedules. 

Absolutely, we will always email you a tracking link once your order is dispatched from our warehouse in full.  We dispatch each carton to you, with individual tracking details, to help our couriers keep our service as fast as possible.  Some of our products are quite large and everything cannot be loaded into the delivery vans together so multiple carton orders may arrive to you at different times.  

To speed up our order distribution, we use multiple warehouse facilities to fulfil your order. This may result in you receiving more than one tracking number and will give you the best visibility into where your product(s) currently are in the delivery process. 

We’ll send all tracking links to the email address entered at checkout. If you don’t see this email in your inbox, please check your Spam or Promotions folders. 

We use a courier service who deliver between Monday to Friday, 9am to 5pm only, delivery is dependent on the courier schedule. The couriers are not issued with work phones, so cannot call before or during the day of delivery and advise of a specific time for delivery. 

Once we ship your order, you’ll receive a separate email to confirm the dispatch and tracking for the delivery. 

You will always receive a confirmation email if your purchase has been successful. If you don’t see this email in your inbox, be sure to check your Spam or Promotions folders. 

If you still cannot find the order confirmation email, please contact us so that we can check that there aren’t any errors with your email address or order. 

The email address and contact number given when making the purchase is what will be used for all ongoing correspondence, so if there are any errors - the sooner you let us know the better.  

Unfortunately, we cannot make changes to the delivery address after the order is dispatched from our warehouse. What we can do is provide the contact details of your courier so that you can communicate directly with them. Please note that some couriers may charge extra fees for delivery address changes. 

We always attempt to deliver cartons as one delivery for you, sometimes individual cartons get separated in transit, which could be related to the size and dimensions of your order. Your tracking link will remain active until you receive your complete order. Only once you have everything will it be marked as complete. 

If you do have any concerns don't hesitate to reach out to our team for assistance. 

It's time to our detective hats on! Lets double check the following:

For our rural customers

Once a package has been handed over to rural we expect delivery to be completed to your property within 48 hours!

For our non rural customers

• Check the order confirmation to ensure the delivery address was correctly entered at the time of ordering. 
• Search the complete property, if you are not available at delivery time the local driver will leave the goods in a safe place, often a non-visible location!
• Checked with any other residents they have not moved this to a safe spot. 

If you are still not able to locate your package, lets us know and we'll liaise with the couriers on your behalf.

It's important to note that we cannot assume responsibility for packages that have been removed, lost, stolen, or damaged when specific instructions were provided to leave them at a designated address. 

If you order multiple products, we will ship your in-stock products first, and then send your pre-ordered products when they arrive. 

We always aim to dispatch it to you on the same day the pre orders arrive. While we put estimated delivery dates for arrival of pre-ordered products on our website, these dates can change as delays can occur that are out of our hands. Sometimes products arrive earlier and occasionally they arrive later than our original estimated date.

If you are ordering by pre-order, please do not rely on it being there by a specific date we prefer to under-promise and over-deliver so the greater risk is that items will arrive sooner than indicated on our website.  

We get it, sometimes you change your mind about a purchase. That’s why we have a Change of Mind Return Policy in addition to your rights under the Consumer Guarantees Act (including any rights in respect of faulty items). 

You may return most unused and unopened items within 30 days of receiving them (either for a full refund of the price you paid for the item or alternatively this can be issued back as a Store Credit for your next purchase), provided you comply with the conditions listed below. Please note that any associated shipping fees for change of mind returns are not refunded. 

1. All returns must be unused and in their original condition (including all original protective packaging).  Packaging must be unopened. 
2. Shipping costs to return the product/s are at your own expense. 
3. 'Clearance' or 'Seconds' items cannot be returned. 
4. For hygiene reasons we do not exchange or refund Quilts/Duvets, Sheets, Pillows, Mattress Protectors, Pet Beds or Mattresses for change of mind. 
5. These conditions apply only to Change of Mind returns and do not apply to items that are returned because they are faulty. If you have a faulty item to return, please click here. 
   
   

Mocka is not required to accept Change of Mind Returns on items outside the specified return window or items that do not comply with this Change of Mind Returns Policy. 

Important reminder that this Change of Mind Return Policy is in addition to, and does not affect, your rights under the Consumer Guarantees Act including any rights you may have in respect of faulty items. 

Products marked 'Clearance' or 'Seconds' cannot be returned due to change of mind, as per our Returns policy.

Keep in mind there are two different categories for returns.  

For Change of Mind returns, you have 30 days from receipt of your order.  

For claims under Mocka’s Warranty, you have 365 days from receipt of your order. 

Remember, your Consumer Guarantee Rights last for a reasonable period.  

If you want to return a product, please take a look at the conditions required for either Change of Mind or Faulty items. If you meet these criteria, then please contact us here.

Yes, you can return your Package Deal, but there are some things you need to know first.     

If you are returning the complete package due to a change of mind all items must be unused and in their original condition.     

If you are returning an item within the package due to a change of mind, it will be processed at the discounted price less the package discount. This price will differ from the current retail price as the item was purchased at the discounted package price and the package will no longer be applicable.   

All products being returned for a change of mind must be in perfect condition, in their original packaging and shipping fees will be at the cost to you. 

Rest assured your order is covered by a 365-day warranty, to initiate a claim we'll need the following:

• The original order number.
• The name of the product.
• Use the assembly instructions included to confirm the specific quantity, panel(s) and/or hardware affected. 
• Include photos and/or a short video showing the issue as best you can. 
• If this has arrived damaged, we'll also need a photo of the outer packaging to report back to our transport team. 
  
• The batch number is the magic number! You can find this on the original outer packaging or on the item itself, hint: it’s a printed number in black writing that starts with the letter 5.
  

Once you have gathered all necessary information, you can contact us here. 

We need to let you know that if you go ahead and 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. 

We ask that you hold onto all packaging until any issues associated with faulty or damaged products are resolved, as couriers won’t be able to collect a fully or partly assembled product for transport. 

It’s important to note that any product returned to us must be transported in suitably protective outer packaging and in a way that will protect against the usual risk associated with transportation.  Regrettably, any loose products will be rejected by the courier. 

Oops, we’re sorry that you received the wrong product! We’re going to make this right ASAP; you can help us out by providing us with the following details here. 

• Your order number, or full name / email address the order was placed under.  
• A clear photo showing the white address label - double check our transport team haven't incorrectly delivered the wrong order! 
• A photograph of the entire incorrect carton, we'll need to see the product name clearly visible. 

Mocka offers a 365 day warranty on all of our products. Mocka will, at its discretion, repair, replace, credit or refund the original purchaser in satisfaction of this warranty. This warranty covers all manufacturing faults and 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 only available to the original purchaser of the product only.

Under no circumstances will Mocka be liable for any costs (including indirect and consequential loss) over and above the original purchase price. For example, any charges you incur as a result of hiring a third party to complete assembly or disassembly for you, is at your own expense.

Mocka is committed to complying with the Consumer Guarantees Act. The benefits provided to the original purchaser by Mocka’s warranty are in addition to other rights and remedies available under the law. Our products come with guarantees that cannot be excluded under the law. You are entitled to a replacement or refund for a major failure. Mocka may elect to repair or replace the products if they fail to be of an acceptable quality and the failure does not amount to a major failure.