At Mocha's Secret, we want you to be completely satisfied with your purchase. If for any reason you are not, we're pleased to offer a refund for items returned in their original condition (with tags attached) and with proof of purchase. You have a generous 14 days from the date of receipt to initiate a return.

How to Return:

1. Initiate your return or exchange by contacting us at Sales@MochaSecret.com.au. Please provide proof of purchase along with your request.
2. Once approved by our customer service team, carefully pack the products and ship them back to us using the designated shipping address provided.
3. Upon receiving your return, we will process the refund or exchange within 3 business days.

Conditions for Returns:

• Items must be returned in their original condition with tags attached.
• Proof of purchase must accompany the return request.
• Returns must be initiated within 14 days of receiving your order.

Refund Process: Upon receiving your returned items, we will promptly process the refund to your original payment method. Please allow up to 5 business days for the refund to reflect in your account.

Exchanges: If you wish to exchange an item, please follow the same return process, indicating your preference for an exchange. Once your return is received and approved, we will promptly dispatch the replacement item.

Questions or Concerns: For any inquiries or assistance regarding returns, feel free to reach out to our customer service team at Sales@MochaSecret.com.au. We are here to ensure your return experience is seamless and satisfactory.

Mocha's Secret values your satisfaction, and our Returns Policy is designed to make your shopping experience with us worry-free. Thank you for choosing Mocha's Secret for your lingerie and lifestyle needs.

We place great emphasis on ensuring the utmost quality of our goods. However, if you discover any faults with our products for any reason, you are entitled to the following remedies under the Australian Consumer Law:

1. Exchange or refund of products for major failures or faults.
2. Exchange if the product fails to meet acceptable quality standards and the failure is not considered major.

When evaluating a claim for faulty products, we adhere to the guidelines set forth by the Australian Consumer Law. This includes considering factors such as the duration since the purchase, the manner in which the product has been utilized, the reasonable lifespan of the product, and the level of use the product could reasonably be expected to endure before any noticeable failures occur.

If you believe you have received a faulty product or if there has been an error with your shipment, please contact our customer support team at Sales@MochaSecret.com.au. We will cover all associated shipping costs in the event of a faulty product or an error on our part in fulfilling your order.

All direct payment gateways adhere to the standards set by Shopify. We utilize Shopify's provided payment gateway, ensuring that all security systems are fully managed by them. Users can rest assured that their payment transactions are securely handled, eliminating any need for concern.

At Mocha's Secret, we share in the anticipation of receiving your carefully chosen pieces promptly and in impeccable condition. Our commitment to providing exceptional service extends seamlessly into our delivery process, ensuring an efficient and gratifying experience for our esteemed customers.

Dispatch and Processing Time:
Once your order is placed, our devoted team works diligently to swiftly process and dispatch it. Orders are typically processed within the next business day, assuring that your Mocha's Secret treasures are en route to you in no time.

Within Australia - AusPost:
For orders within Australia, Mocha's Secret partners with AusPost to guarantee dependable and swift delivery. AusPost Express Delivery provides a rapid and secure service, allowing you to track your Mocha's Secret package at every stage.

We utilize Australia Post Express Parcel Post for all orders within Australia, charging a flat rate of $8.00. Enjoy FREE EXPRESS SHIPPING on all Australian orders totaling $100 or more, excluding shipping costs. The free shipping benefit is automatically applied during checkout.

International Shipping:
For our international customers, Mocha's Secret is pleased to offer reliable and secure shipping services. We currently ship to New Zealand and several other countries. Please consult our shipping information during checkout for a detailed list of destinations.

For orders in New Zealand, we utilize Australia Post International Parcel Post at a flat rate of $15.00. Enjoy FREE SHIPPING on all New Zealand orders totaling $200 or more, excluding shipping costs. The free shipping benefit is automatically applied during checkout.

Track Your Order:
Stay informed with real-time tracking information. Upon dispatch, you will receive a confirmation email with a tracking number, empowering you to monitor your MochaSecret package's journey until it arrives at your doorstep.

Shipping Rates:
Our shipping rates are transparent and competitive. The applicable rates will be calculated at checkout based on your location and the selected shipping method.

Deilvery Time:

For Australia Metro Areas, anticipate your parcel to arrive within 1-2 Business Days after dispatch.

For Australia Regional Areas, please expect delivery within 2-4 Business Days after dispatch.

New Zealand orders typically arrive within 7-10 Business Days after dispatch.

International orders typically arrive within 7-14 Business Days after dispatch depends on your location.

Customer Support:
Should you have any inquiries or require assistance concerning your delivery, our dedicated customer support team is readily available. Feel free to reach out to us at Sales@MochaSecret.com.au.