Frequently Asked Questions
We are MOOKA — your trusted source for effective health and wellness solutions. Our carefully selected range focuses on problem-solving products that deliver real results.
Our experienced team continuously researches and handpicks the best therapeutic and lifestyle products, offering them at the best prices here at MOOKA.
That shouldn't happen! Our website works on all modern browsers. However, some browser extensions — such as ad blockers — may affect how it functions. We recommend disabling them for the best experience on our site.
If the site still isn't working, try using a different browser 💻
If none of that helps, feel free to get in touch — we'll take a look!
Yes, we deliver to most countries worldwide. Shipping costs and delivery timeframes vary depending on the destination.
Shipping & Delivery
We offer free shipping on all orders over $40 AUD. Standard shipping fees apply to orders under $40 AUD.
Standard delivery takes 4–15 business days. Processing time is 1–5 business days.
We expect most orders to arrive within this timeframe, however in some cases delivery may take up to 30 days from the date of purchase, depending on order volume, global delays, or public holidays.
You can track your order by clicking the tracking number included in your shipping confirmation email — this is the second email you'll receive from us. The tracking link will show you real-time updates on your parcel's journey and estimated delivery date.
MOOKA works with international suppliers to keep costs low — which means better prices for you.
If you are asked to pay an additional amount before receiving your parcel, please contact our customer service team immediately at info@shopmooka.com.
In short: no extra charges — we've already taken care of that for you 😉
Our current delivery timeframes are 7–15 business days. We appreciate your understanding.
If this timeframe has passed and you still haven't received anything, please email us at info@shopmooka.com. We'll investigate what has happened to your parcel 📦
Start by checking with your neighbours in case the parcel was left with them. If not, contact your local post office.
If they don't have it either, please contact our customer service team at info@shopmooka.com and we'll sort it out for you.
We offer free international shipping on all orders over $40 AUD.
Parcels are delivered by your local postal service or a trusted regional carrier, depending on your destination 📦
Orders & Payment
We accept payments via Apple Pay, Google Pay, Visa, Mastercard, and American Express.
All payment methods are safe and reliable. Every transaction is processed through trusted payment systems, ensuring your information is in good hands 😃
After placing your order, you'll receive an order confirmation with your purchase details.
Once your order has been dispatched, you'll receive a shipping confirmation with your tracking information 🚚
That shouldn't happen!
Please email us at info@shopmooka.com and we'll sort it out for you.
You will automatically receive an order confirmation.
If you need a detailed invoice for GST purposes, you can request one at any time by emailing info@shopmooka.com.
Your order number is a short code starting with #MOO (for example: #MOO1234).
You'll find it in your order confirmation email.
If you haven't received it, simply email us at info@shopmooka.com 📥
Please email us at info@shopmooka.com as soon as possible.
Make sure to include your name, your order number (e.g. #MOO1234) from your order confirmation, and the reason for the cancellation.
Please note: an order can only be cancelled if it has not yet been dispatched.
No, you don't need an account to shop at MOOKA! 😁
Please email us at info@shopmooka.com as soon as possible.
Include your name, your order number (e.g. #MOO1234) from your order confirmation, and explain what happened 🤔
Please email us at info@shopmooka.com straight away.
Include your name, your order number (e.g. #MOO1234), and describe the damage.
Please also attach clear photos showing the damage so we can assist you as quickly as possible.
Product Information
Many of our products are formulated for sensitive skin, but we recommend checking each individual product page for ingredient details and compatibility.
If you have known allergies or skin concerns, please review the ingredient list carefully or contact us before making a purchase.
If you are pregnant, breastfeeding, or have a pre-existing medical condition, we always recommend consulting a healthcare professional before using our products.
While many of our products are gentle and natural, it is important to seek medical advice to ensure they are suitable for your individual situation.
Each product page includes detailed descriptions, key ingredients, and instructions for use.
If you're unsure which product best suits your needs, feel free to contact us at info@shopmooka.com for personalised advice.
Some products may have age recommendations, which are clearly indicated on the product page.
If you are purchasing for someone under 18, we recommend reading the product information carefully and consulting a healthcare professional prior to use.
Returns
To return an item, simply contact our customer service team at info@shopmooka.com.
Include your name, your order number (e.g. #MOO1234) from your order confirmation, and the reason for the return.
We'll then send you the return instructions and return address 🚚
Unfortunately, return shipping costs are the responsibility of the customer.
The price will depend on the carrier you choose.
You can check rates on the website of the carrier you wish to use.
We offer a 90-day return policy, starting from the day you receive your item.
You may only return a product if:
- The return window has not expired
- The product is in its original packaging with all tags intact
- The product has not been used (other than a brief trial)
- Hygiene seals are intact (where applicable)
For health and beauty products, we are unable to accept returns of opened or used items for hygiene reasons — unless the product is faulty.
Once we have received your return parcel, we will send you a confirmation email.
After that, we will begin processing your refund.
You can expect to receive your refund within 3–14 business days of your return confirmation being sent.
The funds will be returned to the same payment method used at the time of purchase.
Contact
You can contact us by email at info@shopmooka.com and we'll get back to you as soon as possible 😃
We aim to respond to all emails as quickly as possible — generally within 24 hours on business days.
Please note that response times may be longer during busy periods or over the weekend.