Returns/Exchanges Policy

At Mocha we pride ourselves on quality product and excellent customer service. We want you to enjoy your shopping experience & enjoy your goodies even more!
Our Policy (In-store & Online)
If you are unhappy with the product you have received, we will gladly exchange it or offer you a credit note for change of mind, provided that:
  • The item is in perfect condition, unworn/used & in its original packaging
  • The product is Full Price (a product is still deemed full price if purchased during temporary promotional period)
  • Proof of purchase is supplied
    • Mocha offers membership tracking at checkout both in-store & online. We highly recommend this option so your transactions are always stored with us.
  • The item is returned within 14 days:
    • Online - 14 days from the date of delivery
    • In-store - 14 days from the date of purchase.
 
Additionally, for hygienic reasons we cannot offer exchanges on earrings or any hair accessories for change of mind purchases.
Exchanges
Exchanges will be processed within 5 business of receiving the goods to our Online Store (shipping times are in addition to this).
We offer complimentary Standard Shipping when sending exchanged items. If you would like to opt for Express Shipping, an additional $5.00 fee will incur payable via phone before re-dispatch.
Please note: Products that are purchased during a promotional period and wish to be exchanged, the discount will not carry over to the new item (unless exchanging for the same product in a different size/colour).
Credit Notes
Credit notes are valid for 12 months from date of issue. Under no circumstances can this be extended.
  • Online - if your original order was placed online you will receive a code that may be redeemed at checkout
  • - Shipping costs are not covered by credit notes.  
    • The new credit note amount will exclude any paid shipping costs.
  • In-store - if your original purchase was placed in-store you will receive a credit note that may be redeemed exclusively in-store
Our team is more than happy to offer a credit note for an alternative outlet.
Faulty Items
If you believe that your product exhibits a genuine manufacturing fault, please contact us as soon as possible via email at online@mocha.com.au.
All faulty items are assessed and dealt with in accordance with the ACCC. If a product is found to be faulty, Mocha will either repair or replace the item. If neither option is available, Mocha will offer a full refund (provided the item is within warranty).
All items that are suspected to be faulty must be assessed by our Quality Assessment Team.  Please note that this process can take up to 4 weeks and under no circumstances can a refund be issued without assessment.
You can return your item for inspection via post to our returns department or drop the item off to your nearest Mocha Store for item to be shipped to Head Office for assessment.
If an external party make any changes to a purchased items the warranty will be void. 
All purchases are subject to individual brand returns/warranty policy. 
 
Please note: In-store staff are not authorised to perform assessments and/or deem items as faulty
RETURNS PROCESS
For items purchased online, they may be returned In-Store, provided the return is in-line with the above guidelines.
Unfortunately, items purchased In-Store cannot be returned online & must be taken back to your nearest Mocha Store
VIA POST:
Simply complete the returns form enclosed with your order within 14 days of order delivery & send it back to our postal address along with the item/s you wish to return.
Mocha return address:
Mocha Online Returns
Unit 13/19-23 Clarinda Road
Oakleigh South
Victoria, 3167
Australia
Some important returns information:
  • Customers are responsible for all return postage costs for exchanges and credit notes. (If you are returning a faulty item, subject to inspection Mocha will arrange or refund postage costs upon presentation of receipt/s)
  • Please ensure both sender’s address and return address are clearly displayed on the outside of the parcel.
  • We recommend sending your return by registered post as Mocha will not be liable for any return parcels lost in transit.
  • If a package cannot be tracked and does not arrive at the above address no exchange or credit note will be given.
  • Returns must be sent in appropriate packaging to prevent damage in transit. Mocha is not liable for the loss/damage of items being returned.
 
If you are dissatisfied with anything you have purchased or the service you have received please contact Mocha by emailing us at online@mocha.com.au or call us on (03) 9543 4928.