SHIPPING & RETURNS

We offer free shipping throughout Australia on orders $100 and above.

We will pack and dispatch within 1 - 3 business days. We do not ship on Saturdays, Sundays or public holidays. And please expect minor delays during peak or sale periods. You will receive an email notification on completion of your order, as well as when your item has been shipped with your tracking number so that you can check on the progress of your delivery.

Shipping is via Australia Post eParcel, and it is a trackable service. Australia Post requires a signature on receipt of the delivery. We highly recommend a work/business address (including business name) as Australia Post delivers during business hours.

DELIVERY

Shipping:

Location

Shipping Timeframe

Cost of shipping

Spend under $100

Cost of shipping

Spend over $100

Within Australia

 

 

 

Standard

3-5 Business Days

$9.95

FREE

Express

1-2  Business Days

$20.00

$20.00

International

 

 

 

Standard

5-10 Business Days

$20.00

$20.00

Express

3-5 Business Days

$60.00

$60.00

Please note: during promotional and sale periods order dispatch timeframes may be longer than specified above. Please allow 1-3 days for handling.

All deliveries are made by registered Australia Post and will require signature, unless you provide authority to leave during checkout.

You will be notified via email once your order has been dispatched, this email will include all tracking details relating to your online order.

If you are not present at the delivery address to sign for your parcel it will be taken to your local postal outlet for collection. This information will be indicated via your tracking on the provided website.

In the event that your order is not collected from the closest postal outlet within 7 business days it will be returned to Mocha.

 

TRACKING YOUR ORDER

Mocha orders are delivered by Australia Post. You will receive a dispatch email once your order has been shipped from the warehouse location. This will include a tracking number that you can enter at https://auspost.com.au/parcels-mail/track.html so you can monitor the delivery status of your parcel. Please note: tracking information may not be available online for 24 hours.

 

RETURNS

OUR EXCHANGE POLICY

At Mocha we pride ourselves on our quality and our customer service. We want you to enjoy your online shopping experience and be excited by your purchases. If you are unhappy with the product you have bought from our website, we will gladly exchange it for something else or offer you a credit note for change of mind.

Simply complete the enclosed returns form and send it to our online returns team.

Once our online returns team receives your exchange request, they will process your exchanged items or your credit note. We will notify you of your new order number via email once your exchange has been processed.

Additionally for hygienic reasons we cannot offer you an exchange on earrings, hair pieces and accessories for change of mind. Please keep in mind that this is subject to inspection. All products must be in their original, unused condition with original tags attached and the invoice, within 14 days of delivery date for Australian and New Zealand orders (or 45 days from order placement for international orders).

If you believe that your product exhibits a genuine manufacturing fault or has been described incorrectly online, please return your item for inspection via post to our returns department.

Please note: Our Customer Service team are unable to assess any used items via email. Items must be returned to the online team for assessment. Similarly, we cannot accept returns via post for items that have not been purchased online.

RETURNS PROCESS

BY POST:

For all Australian and New Zealand orders, simply complete the returns form enclosed with your order within 14 days of order delivery. Please send it back to our postal address along with the item/s you wish to return.

Ensure your return parcel is securely packaged and both sender’s address and Mocha online return address are clearly displayed on the outside of the parcel. We recommend sending your return back by registered post as Mocha will not be liable for any return parcels lost in transit.

Mocha return address:

Mocha Online Returns
13/19-23 Clarinda Road
Oakleigh South
Victoria, 3167
Australia

Customers are responsible for all return postage costs for change of mind returns and exchanges. If you are returning or exchanging a faulty, damaged or incorrectly described item, subject to inspection Mocha will arrange or refund postage costs upon presentation of receipt/s.

Allow 10 business days from the day your parcel is delivered to our returns address for your return to be processed. Once your return has been finalised you will be notified via the email address provided during checkout.

 

Online Returns Policy

At Mocha we pride ourselves on our quality and our customer service. We want you to enjoy your online shopping experience and be excited by your purchases. If you are unhappy with the product you have bought from our website, we will gladly exchange it for something else.

 

Exchanges

We offer change of mind exchanges on full priced, unused items, in original condition only. The item must be returned to us within 14 days with a proof of purchase.

After receiving the item, it will undergo a quality assessment and then you will either receive the new item you exchanged it for or a credit, which you have 12 months to use. This excludes the original shipping fee, unless the item is faulty.

Items that are exchanged will be resent at your own cost. Your own return postage costs are not refundable. Please post the items with your proof of purchase to:

 

Mocha Online Returns
Unit 13, 19 – 23 Clarinda Road
Oakleigh South, VIC 3167

 

Returns must be sent in appropriate packaging to prevent damage in transit. Mocha is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

 

If you find a fault

Our online store requests that you email your issue to online@mocha.com.au before you send anything back. Mocha will respond within 48 hours, informing you what steps should be taken. If the fault is deemed a manufacturing fault, we can exchange the item, repair or refund your money.

 

We will advise you on how to send the item back to Mocha so that the freight is covered by us. The item must be returned within 14 days with your proof of purchase.

 

Please post the items with your proof of purchase to:

 

Mocha Online Returns

Unit 13, 19-23 Clarinda Road
Oakleigh South, VIC 3167

 

Returns must be sent in appropriate packaging to prevent damage in transit. Mocha is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

 

Sale Items

No exchanges are issued for Sale Items, except in the case of faulty goods.

 

PLEASE NOTE:

Proof of Purchase

Proof of purchase is required for all returns and exchanges and will not be accepted without it. Your proof of purchase is the original invoice.

 

Earrings and Hair Accessories

Due to health and hygiene reasons we cannot offer you an exchange after purchasing earrings or hair accessories on change of mind.

 

Currency Accepted
We accept Australian Dollars ($AUD) and all transactions are in this currency.

 

If you are dissatisfied with anything you have purchased online, please contact Mocha by emailing us at complaints@mocha.com.au or call us on (03) 9543 4928.

 

Having started off ten years ago at local Melbourne markets, Mocha has earned its place in the Australian fashion industry. Mocha’s inspiration has been drawn from every aspect of the duo’s life. Family, friends, travel, trends, and the endless world of fashion and style have all played a significant role in the business’ growth. Their love for design and delivering exceptional customer service has driven Mocha to the successful business it is today.

Since October 2008, Mocha has expanded to five regional stores, and is ever-growing as a company. The immense drive and dedication from Mocha’s creative directors has inspired many brands to collaborate with our team.

Mocha’s unique Isadora jewellery is designed and handmade here in Melbourne, effortlessely oozing natural colours and tones, which bring a sense of individuality and uniquely beautiful pieces.

Mocha caters for each individual woman and offers a diverse range. Which are all about expressing yourself through the little things.

Mocha x

EMAIL NEWSLETTER

Sign up to our monthly newsletter to be kept up to date with all that is happening at MOCHA. We will send you a newsletter every time we have great new offers and fantastic sales.

We will also keep you up to date on all our latest products that become available.

Happy Shopping!