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Frequently Asked Questions Frequently Asked Questions
  1. Shopping

    1. How to buy ?


  2. Shipping & Delivery

    1. Shipping


    2. What happens when I am not at home for delivery?


    3. Customs charges


    4. Where´s my order?


  3. Returns and Refunds

    1. How to request a return or exchange?


    2. Refunds & processing times


    3. Returning products


  1. Shopping

    1. How to buy ?

      Choose your merchandise preferred, click on the picture to get more details and click on the button ADD TO CART to add on your shopping cart.

      1º Step
      In the page of your shopping cart to checkout your order click on the button CHECKOUT.

      2º Step
      In the next page you will have 2 options for choose New Customer or Customer:
      - New Customer: Click on the button Continue and fill the form to make easy your next shopping and where you will can check your history of your previous purchases.
      - Customer: Type your e-mail and password and click on the button Continue, in cas you don't remember your password, click on the link Password forgotten? Click here.

      3º Step
      You will be redirected to the page informations about delivery, select one option and click on the button Continue.

      4º Step
      In the next page you will choose your payment method, after choose one option, click on the button Continue.

      5º Step
      You will be redirected for the page Confirmation of Order, check your order and click on the button Continue to Finish your purchased.

      Feel free to contact us for any questions.
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  2. Shipping & Delivery

    1. Shipping

      Value of the Freight and Delivery Time
      The freight amount is automatically calculated in the purchase confirmation process or on the product page.

      Safe
      Realizing any sign of violation upon receiving your order, refuse it and contact our Customer Service Center.


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    2. What happens when I am not at home for delivery?

      Someone has to sign for delivery but it doesn't always have to be you. It might happen that the shipping company asks your neighbor to sign for the parcel(s) and leaves it there. If not, they will leave a card with information on where your parcel(s) is/are and what you should do next.

      Usually if you aren't there the second or third delivery attempt, they store it within their depot. This allows you a few days to pick it up before it is shipped back to the sender.


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    3. Customs charges

      Customs or import duties are sometimes charged once a parcel reaches its destination country.

      Any customs charges upon delivery are solely the responsibility of the customer. Any subsequent carrier handling fees (as a result of custom charges) are also the responsibility of the customer.

      Our company has no control over these charges and we are unable to tell you what the cost would be as customs policies and import duties vary widely from country to country. For more information on current charges you would need to contact your local customs office.

      Estimated delivery timescales do not include any additional customs clearing times beyond our control.

      Please note that customs charges will not be refunded if you cancel and return your order.  

      If you cancel your order by refusing to accept delivery of all or part of your order your order will be returned to the sender. A refund for the product will be processed once the retailer has received the returned parcel.


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    4. Where´s my order?

      My order hasn't arrived

      Ours retailers/sellers are responsible for packing and shipping your orders. Once the retailer confirms to us that your order has been processed and shipped, you will immediately be sent a shipping confirmation e-mail. 

      Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please log into your account and raise an enquiry with the retailer within a reasonable time frame. 

      What happens if I entered an incorrect or incomplete address during checkout?

      Entering a complete and accurate address is crucial to prompt delivery. Incomplete or incorrect addresses may cause days or weeks of delay as the package will most likely be returned to sender.

      We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified although we will try our best to help you wherever possible.

      You may still get your order depending on which part(s) you have left out or mis-typed in the address, as your local delivery courier may be able to make out the full address based on what you have provided them with. 

      In the event that the delivery address you inputted is still a valid address (albeit not your address), the package will be delivered to that address and it would be your responsibility to recover the goods.

      In the event that the delivery address is invalid, the parcel will typically be returned to the retailer. We will then contact you to see if you want the order to be resent to the correct address (at your expense), or you would like a full refund for the cost of the goods.

      Some retailers may not be happy to re-dispatch your order in which case you would be refunded for the cost of the goods, and if you still want to purchase the item(s) you would need to place a new order (stock permitting).

      Tracking your order

      If your order has been sent with a trackable service, this email will contain a tracking reference number and the courier name to enable you to follow your parcel. If this email does not contain a tracking reference then your order has been sent via a standard service and will not be trackable.

      In both cases, please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please contact our customer care.

      If you are a registered user, you can also check your order status at My account → My orders.

      Part of my order is missing

      If you have only ordered from one retailer, it is likely your order will arrive in one package, so if you are missing goods in this case, please contact our customer care.

      If you have ordered from multiple retailers, your order will arrive in separate packages as each retailer will ship their part of the order individually. Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please log into your account and raise an enquiry with the retailer.

      To establish which retailers your order is coming from, please check your order acknowledgement email.


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  3. Returns and Refunds

    1. How to request a return or exchange?

      With respect to the consumer code for online sales and telemarketing, our store will exchange any product that does not meet your expectations or present a defect within 15 business days.
      Refuse the delivery of goods if the packaging is damaged or broken, as we will arrange a new shipment.

      To return goods, always use the original packaging, including all products and accessories that will return. Please do not forget especially the invoice.

      We may refuse to return if the merchandise has been used or has been damaged.

      To request a return or exchange, go to My Account >> Click on your request >> You can find the box to request the Return or Exchange


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    2. Refunds & processing times

      As soon as the retailer receives the return package and verifies that the returned products comply with the instructions given above, you will receive an e-mail confirmation that your return has been accepted. Immediately after that mktplace starts processing the refund for the items you've returned.

      The original shipping costs you paid for the order delivery will be refunded if you are returning all items your ordered from a particular retailer. For instance, if you ordered 3 products from retailer X and 2 from retailer Y and you now wish to return 3 products to retailer X, we will refund the shipping costs you paid for the delivery of products you ordered from the retailer X. In case you are returning a part of your order, the original shipping costs are retained to cover retailer's shipping and handling expenses.

      Refunds will be issued to the same means of payment initially used to purchase the goods. For instance if you paid with a credit card, the refund will be placed to your credit card. It may take from 5 to 30 business days.


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    3. Returning products

      We do our best to ensure that the products that you order are delivered to you in full and according to your specifications. However, should you receive an incomplete order, or items different from the ones you ordered, or there is some other reason why you are not satisfied with the order, you may return the order to the retailer, or any products included in the order, and receive a full refund for the items.

      Please ensure that goods are returned to the retailer/seller, and NOT to mktplace. We will not accept liability for any goods returned to any mktplace office.

      Certain products purchased at mktplace cannot be returned. They fall in the following categories:

      Goods which are clearly personalised or made to your specifications 
      Goods which are liable to deteriorate rapidly, eg fresh fruit, fresh flowers
      Sealed goods which are not suitable for return due to health protection or hygiene reasons, if opened, eg make up, underwear, pierced jewellery
      Sealed audio or video recordings or computer software, if opened newspapers, periodicals and magazines
      If you are unsure if your product can be returned please raise an enquiry by logging into your Account.

      Please take reasonable care of the goods whilst in your care. Any goods returned must be in a resaleable condition. They must be unworn/unused with original tags attached and in original packaging. It is your responsibility to ensure that the goods are appropriately packaged to ensure they are not damaged in return transit.

      Shipping products back to retailers

      Goods must be returned to the retailer without undue delay and in any event not later than 15 days after notifying us of your cancellation.

      If you are returning products to several retailers, you should distribute the products accordingly and send the products to those retailers who shipped them to you initially. 

      We strongly recommend that you use registered mail (and insure any high-value packages), since neither mktplace nor the retailer take responsibility for shipments that are lost or damaged during return transportation.

      Please ensure you retain a proof of postage receipt so in the unlikely event your parcel goes missing, you will have proof you sent it.

      Refusing delivery

      If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you will be responsible for the postage charges. Any fees and charges incurred by the retailer due to a package being refused will be deducted from your merchandise refund. The same will apply if the tracking states that delivery has been attempted and the item is awaiting collection from a postal depot, and that item is not collected.


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