FAQ

Frequently Asked Questions about our Shop Mavizia.

1. Orders
2. Shipping
3. Pre-orders & Funding
4. Refunds & Returns
5. Miscellaneous

1. Ordering & Payment

Mavizia products can only be purchased by individual customers through this online store, unless otherwise stated. All prices are listed in Euro (€), but customers can choose their preferred currency for shopping and payment. The currency conversion will be automatically handled by either PayPal or the customer's credit/debit card provider. Please note that currency conversion rates fluctuate daily, and Mavizia is not responsible for these changes.

Customers can buy products using PayPal, offering options of credit card, bank account, and PayPal balance. Payments made through PayPal will be processed by PayPal (Europe) S.à r.l. et Cie, S.C.A., located at 22-24 Boulevard Royal, L-2449 Luxembourg. PayPal's terms of use apply and can be viewed at https://www.paypal.com/de/webapps/mpp/ua/useragreement-full?locale.x=en_DE.

Shopify Payments handles transactions through Stripe. If customers choose to pay via Stripe, the payment will be processed by Stripe Payments Europe Ltd, C/O A & L Goodbody, Ifsc, North Wall Quay Dublin D01 H104, Ireland. Stripe's privacy policy applies, which can be viewed at https://stripe.com/en-de/privacy.

Various payment options are available, including Visa, Mastercard, American Express, Maestro, IDEAL, Bancontact, eps, Klarna, Instant Bank Transfer, Shop Pay, Apple Pay, Google Pay, and PayPal.

2. Issues with your Order

Missing or Incorrect Items

In-stock & pre-order Items

If you have ordered in-stock items and pre-order items together, we will hold the order until the pre-order items arrive at Mavizia. Please note that you cannot combine a pre-order with an in-stock order if you have placed multiple orders.

Tracking says delivered, yet my order is missing

1. Ensure that the shipping address provided was correct. Please note that Mavizia is not responsible for errors made by the customer during the ordering process.
2. Check with your neighbors to see if they have received your package.
3. Contact your local post office immediately to inquire the current status of your package. Please provide them with the tracking number, the sender's address, and your address.

3. My address has my deadname

The shipping label has to be your name and address as it appears on your ID or as it is mounted to your house. However, we also do not want to use your deadname!

We write thank you cards and you are very welcome to leave a note before check-out with the name you'd like to be addressed with.

We care about your feelings.

We ship to the following countries:

Germany, Austria, Belgium, Bulgaria, Croatia, Zyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden,United Arab Emirates, Australia, Canada, Switzerland, Great Britain, Japan, South Korea, Malaysia, Norway, New Zealand, Singapur, United States of America

2. Shipping Prices

Taxes, customs duties, and import fees imposed by different countries are subject to variation. Mavizia cannot be held accountable for these charges as it is the sole responsibility of the customer.

Mavizia ships orders through DHL or Deutsche Post. Standard shipping within Germany does not include insurance coverage. However, customers have the option to select insured shipping if they desire. Mavizia is not responsible for any lost or damaged packages but will provide assistance as much as possible in the event of a report being filed.

Please notice that filing a report for domestic orders is available 12 days after shipping.

Please note Shipping rates for international orders vary based on the country.

If the tracked shipping option is unavailable for a specific country, DHL/Deutsche Post will provide tracking information until the package has arrived in the destination country.

3. Shipping Duration

For domestic shipping within Germany, delivery with Deutsche Post / DHL may take up to seven, and in some cases, up to 10 business days.

Meanwhile, international shipping with Deutsche Post / DHL can take up to three months due to the pandemic, and transit times may vary by country.

Shipping times for EU / Europe countries typically take around 5-6 business days, but may take longer.

Shipping times for North and South American countries may take at least 2 weeks and up to three months due to the pandemic, while shipping times for all other destinations may take at least 4 weeks and up to 3 months or longer.

To ensure a safe delivery, tracked shipping is recommended. Instock Orders will be processed within 6–8 business days and customers will be notified via the shop page and/or Instagram @mavizia.eu if there are any delays.

Once an order has been shipped, customers will receive a notification via the email they provided. Shipping prices will include small transaction and packaging fees. If a package is returned to Mavizia due to delivery issues, the customer will be notified and can choose between a refund for their order excluding shipping or to have their order shipped again.

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1. Pre-order Items

Pre-ordering a product involves contributing to the funding of its actual production, and the more pre-orders, the greater the likelihood of the product being manufactured. The production time for pre-order items can range from two to three weeks to two to three months, depending on the product. Once the pre-order period closes, the items will be immediately put into production or refunded. Please refrain from pre-ordering items if you are unwilling to wait, as purchasing a pre-order item requires waiting until it has been produced and delivered to Mavizia.

It is recommended that separate orders be placed if you do not wish to wait.

Any inquiries regarding the current status of pre-order items will not be responded to, as all relevant information will be provided on Instagram.

The closing date for pre-orders will be announced on the website, and reminders will be posted regularly on Instagram.

Pre-ordering a product may come with special offers, such as discounts, expedited delivery, and minor pre-order benefits, although these are not assured. The product's estimated production and shipping start dates can be found in the product information boxes, which differ from product to product and are not exact time frames but are as near as possible to the actual production and shipping start times due to long experience.

2. If products could not be funded

In some cases, Mavizia may be unable to fund a pre-ordered product, resulting in the inability to deliver it. If this occurs, customers who pre-ordered the product will receive a full refund through the payment option they used during checkout. In the event that a pre-order item cannot be funded within the given time frame and was ordered along with an in-stock item, the in-stock item(s) will be shipped immediately after the cancelled pre-order is announced.

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2. Not refundable

Certain items cannot be returned or exchanged, such as perishable goods, custom products, and personal care goods. Additionally, Mavizia does not accept returns for hazardous materials, flammable liquids, pre-order items, socks, or gases. If you have any questions or concerns about a specific item, please contact us.

For all details please take a look at our Refund Policy.

Your question is not covered in our FAQ? Don't hesitate to reach out to us: hello@mavizia.eu. Please note our office hours are 7pm-9pm (CET) on Weekdays.

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