Frequently Asked Questions
What if I’m unable to order myself?
If you are unable to place an order yourself online, you can contact Mahbir Customer Service and we will happily assist. If you’re located in the UK, please call: +44(0)7442 962 237. For all other European countries, please call: +31(0)6 24 88 96 22.
How long will I have to wait for my order to arrive?
We aim to prepare and dispatch all orders on the same or next working day (Monday to Friday) of the date you placed the order.
Our normal delivery lead times are:
UK and Netherlands: two to five days,
Other EU countries: five to seven days
For orders requiring express, large orders and/or orders to locations outside the EU and EEA, please contact us directly.
If for any reason there would be a delay to your order, we will do everything we can to inform you of such instances.
How much does postage cost?
Standard delivery in the UK costs just £4.99
Standard delivery in the Netherlands costs just €5.99
For all other EU and EEA countries, delivery starts from £6.99/€7.99
International delivery costs vary depending on location and weight of shipment.
This information will be available to you in the checkout stages of your order, before confirming with payment.
Who will deliver my order?
For deliveries in the UK, orders under £100 will be dispatched with Royal Mail, and orders above £100 will be dispatched with DHL. For deliveries in the Netherlands, all orders are dispatched with PostNL. In all other EU and EEA countries, we will use the standard local provider for all deliveries.
How can I track my order?
Orders being delivered by Royal Mail or PostNL are not tracked. For orders dispatched with DHL, once you have received confirmation that your order has been dispatched, please visit www.dhl.com and enter your shipment tracking number. This will give you up-to-date information on the progress of your delivery. Alternatively you can contact Mahbir Customer Service on +44 (0)7442 962 237, and we will happily give you more information on the current tracking status.
What notifications will I receive in regards to my order?
Once you have successfully placed your order via our website, you will automatically receive an e-mail acknowledging your order. This e-mail will contain your order number. Once your order has been packed and dispatched for shipment, you will be sent an e-mail notification. If your order has been dispatched with DHL you’ll also receive the tracking number.
What if my order isn’t delivered?
Once your order has been dispatched, if you haven’t received it within five working days (Monday to Friday) for UK and Netherlands standard delivery, or seven working days delivery in other EU and EEA countries, please feel free to contact Mahbir Customer Service on +44 (0)7442 962 237 or +31(0)6 24 88 96 22, or you may e-mail us: email@example.com.
What if I want to cancel my order?
You have the right to cancel your order up to seven working days beginning on the day after we have successfully received your order. Informing us of your cancellation can be done either by sending us an e-mail: firstname.lastname@example.org, or by calling us on +44 (0)7442 962 237 or +31(0)6 24 88 96 22.
If you have already received your order, you will only be able to claim a refund for the order and not the delivery cost. To receive a refund, you must return the items in the same condition to which you received them. We will not refund products which have been opened or tampered with.
Generally, we get our orders dispatched in less than the specified lead times, so we would really appreciate it if you could inform us as soon as possible of any cancellations as it is much easier to cancel an order before it has left the warehouse.
Once I have placed my order, can I amend it?
Please note that once you have progressed through the payment step on our website and/or have received your order confirmation, you are unable to amend products on your order. From this point, you can only amend your order by contacting us directly.
I have given the wrong postal address, how can I change it?
If you find that you have given us the wrong postal address details, please contact Mahbir Customer Service as soon as possible on +44 (0)7442 962 237 or +31 (0)6 24 88 96 22. Alternatively you can e-mail us: email@example.com quoting your order number and the new address you would like us to send your order to.
Can I return an order?
Of course! As long as it is within 14 days of the date you received your order and the products have not been opened, tampered or consumed. Please return your products to Mahbir Europe, 105 Leamington Road, Coventry CV3 6GQ United Kingdom.
Please make sure that you have included your order reference number and the reason you are returning your goods so that we can process a refund for you. Please note that we will not reimburse any postage costs on returned items unless it is an error made on our part.
What happens if I receive a faulty/damaged product?
In the very unlikely event of receiving a faulty product, please inform Mahbir Customer Service immediately by calling +44 (0)7442 962 237 or +31 (0)6 24 88 96 22. This means we can do everything we can to ensure that you are refunded for the faulty item, or that a replacement product is sent out to you as soon as possible.
Please note that you may be requested to send evidence such as a photograph of the faulty/damaged item to Mahbir Customer Service.
How long does a refund take to process?
Please allow five to seven working days from the time your refund is authorised for it to appear in your bank account. If for some reason, you have not received an agreed refund after seven working days, please send us an e-mail: firstname.lastname@example.org.
I have a complaint
We very rarely receive complaints, however if for some reason you feel let down by us, then please send us an e-mail: email@example.com. Customer satisfaction is our top priority, so we definitely welcome your feedback. If for some reason, we do not meet your expectations, be sure to inform us so that we can make the necessary changes to ensure that it does not happen again.
Why have I received several notifications of my order confirmation?
Some customer’s will experience receiving duplicate e-mail notifications of the order they have just placed. In some instances, the processing payment screen may time out or become inactive. If this occurs and you have received your order confirmation, please be assured that only one payment will have been taken from your account. Our warehouse team will pick up on the duplicate order and cancel it, but ensure that your original order will be sent.
My promotional code won’t work.
Only one promotion code can be applied per order. If you have received a promotional code and it doesn’t seem to be working please ensure there are no conditional spends on the terms of the promotional code and also ensure that it has not expired. If once you have checked this information and you find there is no obvious reason as to why your code isn’t working please contact Mahbir Customer Service: firstname.lastname@example.org.