Frequently Asked Questions

 

The Mawi e-shop

Our online shop provides information on our available collections but if you do have any further queries please do not hesitate to contact us. We are available from Monday to Friday 9am – 6pm on 02079231414 or alternatively, send us an email to team@mawi.co.uk or call us at 0044 (0) 207 923 1414. We would be more than happy to help and advise you to choose an appropriate Mawi piece.

 

How do I place an Order?

To buy online, you can add goods to your shopping basket and continue to the checkout where you will be requested to enter your debit or credit card details. If you are a returning customer, you can enter your log in details which will automatically process your purchase.

Once your order has been placed online, you will receive an email confirming the details of your order. All orders placed before 3pm Monday to Friday will be shipped the same day. If an order is place after 3pm, it will be processed on the next working day.

Orders placed on Friday after 1pm (GB) will be processed the same day but will be shipped the following business day. 

 

Can I cancel my Order?

If you wish to cancel or modify your order, please send an email as soon as possible to team@mawi.co.uk or call on 0207 923 1414 (Mon – Fri, 9am – 6pm). We will make every reasonable effort to accommodate your request but please consider that our order dispatch process is very quick and once dispatched we can no longer cancel your order. Once a product has left our premises for shipping, the purchase cannot be cancelled or modified until the product has been returned to us.

If you wish to exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to us as soon as possible and at your own cost, in their original packaging, complete with any related accessories of care cards, together with the duly completed Returns authorization form and the original invoice. Please send your item to the following address:

Mawi retail department, 2 Nimrod Passage, London, N1 4 BU

For your protection, we recommend that you use a recorded delivery service. 

If you do not return the Goods as required under these conditions, we reserve the right not to accept them or we will charge you a sum not exceeding the direct cost of recovering those Goods.

We will refund you after we have received the goods. Please allow 48 hours for the refund to appear on your debit/credit card account. Alternatively, we will happy to exchange the Goods you have ordered.

No refund will be offered for Goods that are returned incomplete, damaged or used.

 

Where do you deliver?

Mawi delivers Worldwide. All orders are shipped with a recognised distribution company and can be tracked within the UK domestic postal service. For further information please contact team@mawi.co.uk. Most international shipping can also be tracked subject to your country and the mode of shipping chosen.

 

How much is for shipping cost?

Mawi offers different shipping methods. Different service can be arranged on request. Please contact us at team@mawi.co.uk or call 0044 (0) 207 7923 1414 to be informed about all the personalised service we can provide.

Personal collection

We offer a free of charge collection from our Headquarter. You can personally collect your order or you can use your own courier. Once you will have placed an order you will be contacted by a member of our sales staff to define the option required.

UK:

Next day delivery

This fully tracked service costs £8.00 for postage and it takes 1 working day by 1PM. A signature for acceptance will be requested upon receipt of the item.

You will be provided a reference number to track up your order on www.royalmail.com.

 

Europe

Airsure by Airmail

This priority fully tracked service is applicable in 18 different countries (please check the list below to understand if you can use this service).

This service costs £ 15.00 for postage and it usually takes within 3-5 days to deliver your order. 

A signature for acceptance will be requested upon receipt of the item.

You will be provided a reference number to track up your order on www.royalmail.com up the point of arrival.

Countries:

Andorra, Austria, Belgium, Corsica , Denmark,  Estonia, Finland, France, Germany, Iceland, Irish Republic, Liechtenstein, Luxembourg, Netherlands, Portugal, Spain, Sweden, Switzerland.

 

Royalmail International signed for 

This service costs £ 15.00 for postage and it usually takes 3-5 working days to deliver your order.

We will use this service when Airsure is not applicable.

It is trackable within the UK and a signature for acceptance will be requested upon receipt of the item.

You will be provided a reference number to track up your order on www.royalmail.com.


Fedex

This priority fully tracked service takes 1-2 working days to deliver your order. Our website will provide a live quotation depending on the destination.

A signature for acceptance will be requested upon receipt of the item.

You will be provided a reference number to track up your order on www.fedex.com.

 

Worldwide

Airsure

This priority fully tracked service is provided by Royal mail and is applicable in 8 different countries (Please check the list below to understand if you can request this service).

This service costs £ 18.00 for postage and it usually takes within 5 - 6 days to deliver your order.

A signature for acceptance will be requested upon receipt of the item.

You will be provided a reference number to track up your order on www.royalmail.com.

 

Countries

Brazil, Canada, Hong Kong, Malaysia, Netherlands, New Zealand, Singapore, USA.

 

Royalmail International signed for

This service costs £ 18.00 for postage and it usually takes 5 - 6 working days to deliver your order.

We will use this service when Airsure is not applicable.

It is trackable within the UK and a signature for acceptance will be requested upon receipt of the item.

You will be provided a reference number to track up your order on www.royalmail.com

 

Fedex

 This fully tracked priority service takes 1-2 working days to deliver your order. Our website will provide a live quotation depending on the destination.

A signature for acceptance will be requested upon receipt of the item.

You will be provided a reference number to track up your order on www.fedex.com.

When will I receive my Order?

Once you have placed your order online, you will receive a reference number which will allow you to track your order online via Royal Mail Track and Trace or Fedex. UK deliveries are sent next day but can take up to 72 hours in conditions that may affect the domestic postal service.

Please allow up to 14 working days for international shipping. For Europe, we estimate a lead time of 7 working days.  You can track your order online with Royal Mail Track and Trace Service which will notify the recipient once the goods have arrived overseas. To track online, go to royalmail.com 

 

Do you operate Refunds and Exchanges?

Mawi will refund you fully for your online order minus the shipping cost if the goods are returned to us within 7 days from the time the goods are received. Please note that goods will not be refunded if they are not found to be in the same condition and packaging as sent.

To arrange a return please send an email to team@mawi.co.uk. You will be sent you the Returns form that you have to fill in and return along with the piece and a proof of purchase to 2 Nimrod Passage, London, N1 4BU. Please note that goods returned without Proof of Purchase will not be refunded. For further assistance, please contact team@mawi.co.uk.

All international returns must be delivered by a carrier with tracking capabilities and ensured to the value of the goods. Items lost in transit without tracking capabilities or insurance will not be refunded.

We do issue the right to allow a seven business day period for refunds to be processed. 

 

How do I process an exchange?

If you know the item for which you would like to exchange, please send an email to team@mawi.co.uk. You will send you the returns form that you have to fill in and return along with the good within 7 days from the time the goods are received. For further assistance, don’t hesitate to contact our sales team at team@mawi.co.uk who can provide a personalized service in finding you a more suitable piece.

Once a return has been received, you will be sent a notification of its arrival by email and confirmation that your exchange has been processed. The new item will be shipped with the second shipping rate charged to the credit card that was used for the original purchase.

We do reserve the right to reject any returns/ exchanges that do not comply with the conditions stated above.

 

What payment methods are accepted?

Mawi accepts all major debit and credit cards including Mastercard, American Express, Visa, Visa Debit, Visa Electron, Maestro and Solo. 

Payments via the website go through automatically and the customer will receive a confirmation email regarding their purchase. If this email is not received, please email team@mawi.co.uk to confirm that the order has been accepted.

To make a payment by bank transfer, please email team@mawi.co.uk with the item you would like to purchase and we will send information and instructions for bank transfers. Mawi no longer accepts personal cheques as a method of payment. No cash is to be posted as payment.

All prices are inclusive of VAT appropriate to the country of receipt. The total cost of the order will be the product price plus shipping cost.

The actual price charged for international customers while depend on the exchange rate applied by the customer’s debit or credit-card company.  Customers will also be liable for any local requirements such as local duty. If in doubt, please check, before placing your order.

Please be aware that all customers credit or debit cards are subject to validation checks and authorisation by the issuer. If your issuer refuses payment, you will be notified at the checkout point. 

 

Why do I have to register to shop?

Mawi provides a registration service to make buying online easier and to allow our customers to track their orders.

On completion on your registration, you may choose to not receive our newsletters and information on offers. Once you have signed up, you can unsubscribe at any time.

If you are unable to log in, please contact team@mawi.co.uk for an email reminder of your password.