You need help? Choose the topic that interests you:
What is the status of my order?
After each change of status you will receive a notification to the e-mail address provided when placing the order.
I have not received the order confirmation, what can I do?
If you have not received an order confirmation email within 60 minutes from placing an order, check if it has hit the spam folder. This should not occur, but it may happen from time to time. Usually the order confirmation goes to your inbox within a few minutes or even seconds. If you can not find it even in the spam folder, and it's been over an hour since you have placed your order, please contact Customer Service.
Give us your name and phone number so that we can look for your order and see if everything is fine. Typically, the problem is in a typo in an email address or similar sitter. We can fix it quickly and send you the order confirmation then.
Thank you for your order!
Can I combine my orders?
Each order passes through a number of processes, so we can not combine orders into one.
How to make changes in your order?
It all depends on the status of your order. Any changes to the order can be made only until payment. If you change the form of payment, please contact our Customer Service
How can I cancel my order?
If you have placed two identical orders by accident, you have mistakenly ordered two pieces of the same product or you want to change your order in any other way before it is sent, please contact our Customer Service Office and as soon as possible and enter your order number.
Why was my order canceled?
Orders paid in advance by a Dotpay transfer, a traditional transfer should be paid within 14 days. After this time the order will be canceled. If you made the payment after this date, please contact our Customer Service Office giving the order number.
If you want to resume your order - submit it again.
I could not collect the parcel, what can I do?
If for some reason it was not possible to pick up the order and the order received the status of "missed order", it means that it has returned to the office of our company.
Please contact our Customer Service Office giving the order number.
Orders not accepted by customers are forfeited after 30 days from the date of the return and can not be recovered.
How to make complaints?
To submit a complaint, simply complete the complaint form. Attach it to the package with the complained product and then send it to us at MSG TRADE SP. Z O.O. SP. K. ul. Wojska Polskiego 118 D, 97-300 Piotrków Tryb. Poland
Report the return on the website by clicking on my orders - this will speed up the return process
Remember that we do not accept shipments sent to us on delivery. The cost of returning the returned product is borne by the buyer. After accepting the parcel you will receive an email with a notification.
When are the complaints processed?
The complaint will be processed within 14 days. After positive consideration, you will receive another notification to your e-mail address. At the same time, the account number provided in the complaint form will give you a refund or a full-value item will be sent.
Has my package already arrived?
After receiving the package, you will receive a notification to your email address assigned to the order.
When can I file a complaint?
Complaints may be filed within two years from the date of purchase of the cosmetic. Notifications should be made immediately, no later than within 2 months from the date of occurrence of the product defect.
In what situation should you file a complaint or return the product?
Complaints should be reported when the product has a manufacturing defect.
The return should be made when the ordered products do not meet the expectations and at the same time they are factory packed, unused.
I received the wrong product, my order is incomplete, what can I do?
If you have received the wrong product or there is a missing product in your order, please contact the Customer Service Office, enter your order number and the name of the confused products. We will send you this item immediately and will investigate what caused the mistake to avoid similar problems in the future. Although our warehouse really makes an impression, some mistakes may sometimes occur, for which we apologize the most.
My package has been damaged, what can I do?
We are terribly sorry to hear that! Damaged items are not cool, so we'll do our best to fix this problem.
When we notice even a minor damage to the package, we have the right to check it in the presence of the courier. We must remember that the courier company is responsible for the condition of the shipment from its receipt from the sender until it is delivered to the addressee. Each package is insured for 1,000 euro. In order to claim a compensation or replace a damaged product, it is necessary to write a damage report with the courier. There are 7 days to write a damage report, however it is best to do it immediately, and the written protocol along with the order number should be sent to the email address.
METHODS OF PAYMENT AND DELIVERY
Can I collect my order in person?
Unfortunately, there is no possibility of personal collection at the company's headquarter.
I have not paid my order yet. Where can I find a payment link or account number?
The confirmation link contains a payment link. This is the first message we send to you as soon as you place your order.
If you have chosen a quick Dotpay, you will be redirected to the payment page. Choose your bank or credit card, log in and pay for your order. Data for a traditional transfer can be found in the contact tab on our website. Remember to enter the order number in the transfer title - it will significantly speed up the order.
Remember that the order should be paid within 14 days.
I care about the time. What delivery method is the fastest?
If you want to receive a parcel quickly - try delivery by DPD courier.
How can I return purchased products?
To make a return, please send a shipment of products to the address MSG Trade Sp. z o.o. Sp.K ul. Wojska Polskiego 118 D, 97-300 Piotrków Tryb. Poland within 30 days from the conclusion of the contract. Attach the return report to the package. You can download the form in the regulations or the withdrawal tab.
How much time do I have to return products?
The return should be made within 14 days. Time is calculated from the time of delivery of the product to the date of shipment.
What to do to replace the product?
The exchange in our store consists in making a return and placing a new order. Please return the product to us along with the return form. The funds for the order will be refunded by bank transfer within 14 days.
When will I get the money for returned products?
The money will be returned within 14 days from the day of withdrawal from the contract.
Availability of products
Will there still be an available product?
Deliveries to our store are regular, so the best way to check the availability of products is to track our website, where we present all products. We invite you to regularly browse the offer of our store.