FAQ

SHIPPING

HOW CAN I DELIVER MY ORDER?

We ship orders via DHL, Inpost and FedEx courier companies, as well as via InPost Parcel Post and the Polish Postal Service, which works in cooperation with the national postal operators in each country.
The number and brand of the aforementioned carriers to choose from depends on the destination of the shipment, as well as the choice of the warehouse from which it is to be shipped. You can read the detailed shipping offer for a particular country HERE.

WHAT IS THE TIME FOR ORDER FulfILLMENT?

Order fulfillment includes the following activities:

acceptance of the order,

settlement of payment, packing of the products and transfer of the shipment to the carrier responsible for its delivery.
The time for order fulfillment depends on the availability of the goods in question, the choice of delivery method and the moment of receipt of payment.
We proceed to packing the products immediately after the payment is settled, so please bear in mind that the sooner the funds hit our account, the sooner the shipment will be transferred to the carrier - and thus faster it will reach the indicated address).
Then, in case all the ordered products are in stock, thegoods are shipped within 24 hours of placing the order.For orders placed on a weekend or Monday, we ship the goods within 48 hours.

IS IT

POSSIBLE

TO MAKE AN

ACCOUNT

WITH THE CURIER FOR A SPECIFIC SHIPPING HOUR?

If you want to contact the

courier

, you should do it directly - by calling the customer service of the given shipping company. Sometimes DHL and Inpost couriers, if they do not find someone at home, contact the addressee by phone. They may or may not do so, and if you choose to have your order delivered via InPost Parcel Machines, you can pick it up at any time of the day.

HOW CAN I RECEIVE A SHIPMENT IF THE CURIER WON'T BE AT HOME?

In such a situation, the courier may (not necessarily) contact the customer by phone to arrange to pick up the package at another time or another location. If the courier is unable to reach the customer, then he will leave an advice note. If you want to contact the courier, you need to do it directly - by calling the customer service of the shipping company in question.

WHAT IS THE COST OF SHIPPING?

The cost of shipping depends on the total amount of the order, its total weight and the warehouse from which it is to be shipped. To find out the exact shipping cost to your country, go HERE.

CAN YOU CHECK THE CONTENTS OF THE SHIPPING BEFORE YOU PAY THE CURIER?

You can only check the contents of the package after you have paid the COD amount and received the package receipt. In case of any discrepancies about the contents of the package, the courier will draw up a damage report, which is the basis for a later claim.

WHAT TO DO IF MY SHIPMENT HAS BEEN DAMAGED?

If the package bears the signs of interference by others (damaged tape or packaging), then you should refuse to accept it. You should then inform us about such an incident, and we will send the next shipment as soon as possible.

WHERE WILL I FIND OUT WHEN I WILL RECEIVE THE SHIPMENT?

The delivery period in the case of prepayments is calculated from the moment the payment is credited to our account or, respectively, after we receive information from the payment processor about the processing of the payment by the customer.In the case of cash on delivery - from the date of confirmation of acceptance of the order by us. Information about the current status of your order can be checked after logging into your account, in the customer panel.
In addition - in the case of courier shipments - messages are sent to the e-mail address provided during registration with the current status of the order, the tracking number of the shipment and the estimated (and therefore subject to change) delivery date.The current delivery status of the shipment can be checked in real time on the website of the carrier of your choice, using the aforementioned tracking number. Or by phone, contacting the customer service department of the shipping company in question (then you should also have the tracking number with you).

CAN A SHIPMENT BE SHIPPED TO A DIFFERENT ADDRESS THAN THE ONE I PROVIDED FOR REGISTRATION?

When you place an order, the system automatically loads the address information you provided during registration, to which the package will be sent. In order to receive an order to a different address, you need to provide a new delivery address when placing the order.

WHAT DOCUMENT WILL I RECEIVE WITH MY SHIPMENT?

We include a receipt with each shipped item as proof of purchase. We can also issue a VAT invoice instead of a fiscal receipt.In addition, with each shipment we include a letter of thanks for making a purchase in our store, which includes the name of the employee who packed the products for the customer. By indicating this person, you can greatly improve the process of clarifying any disputes.

WHERE CAN I FIND OUT WHAT STAGE OF REALIZATION MY ORDER IS AT?

You can check information about the current status of your order by logging into your account, in the Customer Panel. You can also contact our Customer Service department by phone.

are shipments

subject to customs clearance?

Shipments that we send to countries of the European Union are not subject to customs clearance. Each shipment that we send to Norway, the USA or anywhere else outside the European Union includes the necessary documents for customs clearance. Its time varies from country to country (depending on the specifics and current circumstances of the customs office in question) and may be extended.
In relation to goods ordered from third countries (outside the European Union), the customer, as the importer of the goods, is obliged to complete all customs formalities in order to receive the shipment. As well as he is obliged to check whether the goods are authorized for sale in the country where the delivery is to be made. Information in this regard can be obtained from local administrations or customs offices. If the above obligation is not fulfilled, we are not responsible for the inability to deliver to the customer. For any problems with customs clearance, extending the delivery time, we are also not responsible.
Please also note that when ordering goods to a country for which customs clearance is required, we do not bear the cost of any customs fees. Their payment is the responsibility of the customer.

WHAT IF MY SHIPMENT FAILS TO CLEAR CUSTOMS AND IS RETURNED TO THE SENDER?

The most common reasons why a shipment is not cleared through customs and sent back to the sender are:

ordering goods prohibited in a particular country (a prohibited product or a product containing one or more prohibited substances)

refusal of the ordering party to pay the required fees related to the import of goods
If for some reason the goods are not cleared and sent back to us, then you should be aware that the refund to the customer will be reduced by the costs of storing the goods at the border and its return shipment, which we will have to incur. These costs range from 6- to 10-times the cost of postage.

WHAT IF MY SHIPPING HAS BEEN LOST?

If a shipment is lost in transit, then after filing a claim with us, another shipment with the same order is sent to the customer. However, please note that if we resend the shipment and in the meantime the customer finally receives the previously lost shipment, then he is obliged to send it back to us. The cost of such repatriation will be borne by us. It is also possible for the customer to keep the previously lost shipment, but only on condition that he makes due payment for it - as he eventually came into possession of two identical shipments.

PAYMENTS

HOW CAN I PAY FOR MY ORDER?

You can choose from several ways to pay for your purchases:

ON-LINE TRANSFER - In this case, the service is provided by online payment services such as PayU, Google Pay and Apple Pay. When you select one of them, you are redirected to their website, where you log into your bank account to make a payment. The services of all major banks in Poland are available.

COLLECTED - You will pay for the shipment to the courier upon receipt of the package (applies to shipping within Poland only)

TRADITIONAL TRANSFER - You can transfer the money to our account or deposit it at a bank or post office in the currency of your choice (PLN/EUR/GBP/USD). In this case, the condition for processing your order is that the payment is recorded on our account.

CREDIT AND DEBIT CARD - You can also pay securely by credit card or debit card with VISA or Mastercard. Your payment will be credited up to 15 minutes, guaranteeing fast processing of your order. You can read detailed information about the above payment methods HERE.

WHY HAS MY ORDER CANCELLED?

This happens when 3 days have passed since the order was placed and we still have not received payment for the goods and their shipment - this is an automated procedure, which means that failure to make payment on time (within a maximum of 3 days) will definitely result in cancellation of the order, so the time for payment cannot be extended in any case.

Other reasons for the occurrence of the above-mentioned situation are: the decision of the card issuer or the buyer's bank refusal lack of sufficient funds on the card or the buyer's account at the time of payment In the event of the occurrence of either of the two above-mentioned events, you should contact your bank directly.

CAN I RECEIVE A VAT INVOICE FOR GOODS BUY BY ME?

Of course, it is possible. We can issue a VAT invoice for each product we sell. Just inform us about it in the comment of your order. The required data are:

Company name, address and Tax ID.

WHAT TO DO TO CHANGE THE DATA ON THE INVOICE I RECEIVED WITH ERRORS?

A wrongly issued invoice should be sent back to us with the correct data.

We will immediately send you a corrected invoice.

ARE PRODUCT PRICES PROVIDED ON THE WEBSITE UPDATED AND LASTING?

Information on the MZ Store website, both on product availability and prices, is updated daily

.

However, according to the applicable law, the presented products on the website are only their PRESENTATION and constitute only an invitation to make an offer to purchase. We reserve the right to change the price listed on the website.

MAKING AN ORDER

WHAT TO DO IN A SITUATION WHEN BY MISTAKE I ORDERED A PRODUCT I DID NOT WANT?

If you accidentally placed an order that you do not want to receive, then please contact our Customer Service Department as soon as possible at: bok@mz-store.pl or by phone at 501 537 027.

HOW TO SEE OR MEASURE A PRODUCT IN MZ STORE?

We have done everything possible to present the products we sell as accurately as possible

.

In addition, we describe the goods in detail and provide size charts (if required).

If the customer has any doubts or questions, he can always contact our Customer Service Department at: bok@mz-store.pl or by phone at 501 537 027.

CAN I EXCHANGE THE PRODUCT FOR ANOTHER?

Of course, as soon as the size turns out to be unsuitable you can exchange it for another one. You will then need to send the product back with your receipt and completed Return of Goods Form.

This applies to clothing, of course

. WHAT SHOULD I ATTACH TO A PRODUCT I WANT TO RETURN TO MZ STORE?

Each product that you want to exchange, return or complain about should be accompanied by:

the original receipt or VAT invoice,

completed Return Form

. WHAT SHOULD I DO IN CASE I RECEIVE A DEFECTIVE PRODUCT?

If a defect is detected, you should send us back the defective Goods and make

a complaint

notification

, which should contain at least the following data:

the Customer's designation and order number,

the subject of the complaint and the circumstances justifying

the

complaint.

HOW TO COMPLAINTS?

All complaints concerning purchased products should be submitted in writing to the address of our registered office or by e-mail to:

bok@mz-store.pl.

WHEN WILL THE COMPLAINTS BE DISCUSSED?

We will respond to the complaint in the same form in which the complaint was submitted, i.e. in writing or electronically - no later than within 14 calendar days from the date of receipt of a complete complaint. We will immediately notify the Client of any deficiencies in the complaint, also informing the Client how to supplement the complaint.