FAQ

Do you need a help? Our list of Frequently Asked Questions should help you find the answer:


MY ORDER
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 the e-mail 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 would like to 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 Department as soon as possible and provide 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 cancelled. If you made the payment after this date, please contact our Customer Service Department providing 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 "order not collected", it means that it has returned to our office.
Please contact our Customer Service Department providing the order number.
Orders not collected by customers are forfeited after 14 days from the date of the return and can not be recovered.


COMPLAINTS

How to make complaints?
To submit a complaint, simply complete the claim form. Attach it to the package with the claimed product and then send it to us at MSG TRADE SP. Z O.O. SP. K. ul. Wojska Polskiego 118 D,  97-300 Piotrków Trybunalski, Poland

Report the return on the website by clicking on 'My orders' - this will speed up the return process
Please note, we do not currently offer a free return service for our international customers. The customer is responsible for any return costs when sending their orders back, so please bear this in mind when selecting your preferred method of return.  Remember that we do not accept cash on delivery parcels.


When are the complaints processed?
Complaints will be considered within 14 working days from the day of its submission.  After positive consideration, you will receive another notification to your e-mail address.

The money will be credited via the same method used for payment 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 21 days from the date of purchase of the cosmetic. Notifications should be made immediately.

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 Department and provide your order number. We will send you correct item immediately and will investigate what caused the mistake to avoid similar problems in the future. Although our staff really makes every effort, some mistakes may sometimes happen, for which we truly apologize.

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.  Please remember that the shipping company is responsible for the condition of the parcel until it is delivered to the addressee. When you notice even a minor damage on the parcel, you have the right not to accept it.

 

METHODS OF PAYMENT AND DELIVERY
Can I collect my order in person?
Unfortunately, there is no possibility of personal collection.

I have not paid for 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 directly 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 payment reference.
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.
 

RETURNS
How can I return purchased products?
To make a return, please send  products to this 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.

How much time do I have to return products?
You can return unwanted items within 30 days of receiving your order  for a refund or replacement.

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. 

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.