Help/FAQ

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.

Order processing 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.

Order processing time 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 clearing the payment, so please bear in mind that the sooner the funds are credited to our account, the sooner the shipment will be transferred to the carrier, and thus the sooner it will reach the indicated address.

In the event that all ordered products are in stock, we ship the goods within 24 hours of placing the order. In the case of orders placed on the weekend or Monday, we ship the goods within 48 hours.

If you want to contact the courier, you need to do it directly - by calling the customer service of the respective 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 this.

If you choose to have your order delivered via InPost Parcel Machines, you can pick it up at any time of the day.

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 place. If the courier is unable to reach the customer, then he will leave an advisory notice. If you want to contact the courier, you should do it directly - by calling the customer service of the shipping company in question.

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 cost of shipping to a particular country, head to the shopping cart.

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

In a situation where the parcel bears the signs of interference by others (damaged tape or packaging), then it should be refused. You should then inform us about such an incident, and we will send the next shipment as soon as possible.

The delivery date 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 that the payment has been processed by the customer. In the case of cash on delivery payment - 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.

You can check the current delivery status of your shipment in real time on the website of the carrier of your choice, using the tracking number, or by phone by contacting the customer service department of the shipping company in question.

When placing an order, the system automatically loads the address details 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.

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, we attach to each shipment 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 significantly improve the process of clarifying any disputes.

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.

Shipments that we send to European Union countries are not subject to customs clearance.

Every shipment 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 and may be extended.

With respect to goods ordered from third countries, the customer, as the importer of the goods, is obliged to complete all customs formalities to receive the shipment and to verify that the goods are authorized for sale in the country of delivery. In case of failure to comply with the obligations, we are not responsible for the inability to deliver. We also do not cover the cost of customs fees - their payment is the responsibility of the customer.

The most common reasons are:

• ordering goods prohibited in a particular country (a prohibited product or containing prohibited substances),
• refusal of the ordering party to pay the required fees related to the importation of goods.

If the goods are not cleared and sent back to us, the refund to the customer will be reduced by the cost of storing the goods at the border and shipping them back. These costs range from 6- to 10-times the cost of shipping.

If a shipment is lost in transit, another shipment with the same order is sent to the customer after a claim is filed with us.

If we resend the shipment and in the meantime the customer finally receives the previously lost shipment, he is obliged to send it back to us. The cost of sending it back will be borne by us. The customer may also keep the found shipment, provided payment is made for it.

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

• ON-LINE TRANSFER - the service is provided by online payment services such as PayU, Google Pay and Apple Pay. Once selected, you are redirected to the operator's website, where you make a payment after logging into your bank.
• COLLECT - payment to the courier upon receipt of the package (applies to shipping within Poland).
• TRADITIONAL TRANSFER - transfer to our account or payment in a bank/post in PLN/EUR/GBP/USD currency. The condition for the realization of the order is recording the payment on our account.
• CREDIT AND DEBIT C ARD - payment by VISA or Mastercard. Payment usually books up to 15 minutes. Details of payment methods HERE.

If 3 days have passed since the order was placed and the payment has not been posted, the order is automatically canceled (the deadline cannot be extended).

Other possible reasons:

• refusal decision of the card issuer or the buyer's bank,
• insufficient funds on the card or account at the time of payment.

In the above cases, please contact your bank directly.

Yes. We can issue a VAT invoice for any goods sold. Just let us know in the comment of your order and provide your company name, address and tax ID.

Please send back the erroneous invoice with the correct data. We will promptly send a corrective invoice.

The information on the MZ Store website regarding product availability and prices is updated daily. In accordance with the law, the products presented are a presentation and invitation to bid. We reserve the right to change the price listed on the site.

Please contact Customer Service as soon as possible: bok@mz-store.pl or phone: 501 537 027.

We accurately present the products on the website (descriptions, photos, size tables). If in doubt, contact Customer Service: bok@mz-store.pl or 501 537 027.

Yes. When the size turns out to be inappropriate (applies to clothes), you can exchange the product for another one. You should send the product back together with the receipt and the completed Return of Goods Form.

• The original receipt or VAT invoice,
• the completed Return of Goods Form.

You should send back the defective goods and report a complaint containing at least:

• Customer designation and order number,
• the subject of the complaint and the circumstances justifying the complaint.

Complaints about purchased products should be submitted in writing to the address of the company's headquarters or by e-mail: bok@mz-store.pl.

We will respond to the complaint in the same form in which it was submitted (in writing or electronically), no later than within 14 calendar days from the date of receipt of a complete complaint. We will immediately notify you of any deficiencies in the application, informing you how to correct them.