CUSTOMER SERVICE – Q&A
ORDERS AND SHIPMENT
Place your order by adding the desired item to the cart on the product page and clicking on the “Shopping Cart” button in the right corner of the page. The page will then take you to your cart, where you can complete the purchase by pressing the “Check out” button in the bottom right corner of the page. We recommend reading our terms of purchase before completing your purchase.
To change currency, click on the icon ($, €, £ or kn) in the upper right corner and select the desired currency. If this option is not available, please contact our support department for assistance.
Freight costs may be added to your order. Do note that we offer freight free delivery if your order exceeds a certain amount. Shipping is free for Europe order above 150 € and Worldwide order over above 300€. The bar for freight free delivery depends on your country of residence.
When you add item in Shopping Cart and choice country where we will send the shipment, program will calculate transport cost and add in your order.
Orders will be dispatched to the Billing Address indicated by you during the Checkout process unless delivery to a different address is requested. We send you an e-mail with shipping details and a tracking number when your order has left the warehouse.
Please ensure that the delivery details we hold for you are correct. We ask you to inform us of any chances, prior to dispatch. Changes made after the parcel has been dispatch may result in a longer delivery time.
All items are delivered via a courier service. All parcels require a signature for delivery, which excludes deliveries to a PO-box from our delivery options. If all items are in stock, your order will usually be delivered as listed below.
All orders are prepared within 24-48 business hours starting from the order confirmation date. This may vary during sales or promotions. If you think your order is delayed, you can contact our customer service team through the following form.
Express Shipping: 1-5 working days, depends on your country of residence
Standard Shipping: Once the order is prepared, the shipping time is 3 to 7 working days for Croatia, 5-10 working days for EU countries, and 10-15 working days for outside the EU.
Important note*: Due to the saturation of the courier companies in times of high volume (such as COVID, Black Friday, Cyber Monday and Christmas) some shipments may suffer a slight delivery delay. If your order has not been delivered in a reasonable amount of time, please contact us.
We always want you to be in control of your order. For that reason, once we ship your order, we will send you a confirmation email with a tracking number of your order with which you will be able to track your order live. If you have any doubts about the delivery of your order or need to give us new information about the delivery, please contact support department.
RETURNS AND EXCHANGE
We are committed to prepare and send our products in perfect condition. If you receive a wrong product or a faulty item, please contact us and we will be glad to help you.
We accept returns under the following circumstances:
- I received my order in bad condition
- I got my size wrong and I would like to change the size
- The product is not what I expected, and I would like to exchange it for another one or return it
In all cases, all products sent back for an exchange or return need to be in perfect condition and with no evident signs of use, otherwise we will not be able to proceed to any exchange. It is your responsibility to provide the correct packaging to make sure all items arrive at our facilities in perfect conditions.
You have 14 days starting from the day of delivery of your order to proceed to any exchange or return. Please contact us by e-mail [email protected]
You can pay your order with Direct Debit, Credit Card and PayPal.
We accept most used Credit Cards, such as Mastercard and Visa. You can prepay your orders online, during checkout.
Payment and purchase on our website are completely secure. We use the T-Com Pay Way Gateway internet payment service for Credit Card payment.
T-Com Pay Way applies the most modern standards in data protection - Secure Socket Layer (SSL) protocol with 128-bit data encryption and MD5 algorithm. The ISO 8583 protocol ensures that the exchange of data between the T-Com system and the authorization centers of card companies takes place in a private network, which is protected from unauthorized access by a double layer of firewall.
All payments will be effected in Croatian currency. The charged amount on your credit card account is converted into your local currency according to the exchange rate of credit card associations.
You may be charged customs duties and taxes for something purchased online because duties and taxes are not included in the price of the goods you purchase and not included in the overall shipping costs.
Depend on Customs rule in your country you will pay duties & taxes.
When goods are not shipped domestically within a European Union, you are liable to pay any inbound duties & taxes which your local customs authority deems appropriate.
Shipment with low value in all most situation not stopped on custom (low value depend on you Customs rule)
We cannot accept this option because we cannot influence the customs procedures in your country. Please check customs rules before you order shipment. You can refuse the shipment, but we cannot return your money transfer.
Is it possible to receive periodic information via email about Maguro latest new products and offers?
Yes. By simply entering your email to the Newsletter text box and you will receive information on Maguro latest products and news.