Effective Date: March 1, 2020
1 Tracking Your Order
Your shipment confirmation email contains your tracking number. Click here to track your deliveries www.17track.net
Or give us e-mail by [email protected] and we'll be glad to track your order for you.
2 Order and Shipment Confirmations
When you finish placing an order online, you will receive an order confirmation via email. If you need to make changes to your order, please reply to the confirmation email and we will do our best to accommodate. Please note that change requests placed over the weekend often cannot be accommodated before orders ship on Monday.
Once your order has been shipped, you will receive a second email confirming your shipment.
3 Shipping Policy
All orders will be shipped on the first available business day, unless otherwise indicated in your order confirmation.
If an item is out of stock, we will notify you via email of the delay as soon as possible.
We ask that you allow 21 working days for orders to arrive for worldwide deliveries.
4 When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information. If these charges are unpaid, your order may be returned to us and we will be unable to refund shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations your order may be destroyed by customs if duties and taxes are not paid. In this instance, we cannot refund product or shipping costs for these reasons.
5 Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. You may also need to provide specific documentation for clearance of your order, once it arrives in your destination country. This may vary from country to country and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons. In certain situations your order may be destroyed by customs if you are unable to provide clearance for the order; in this instance we cannot refund product or shipping costs for these reasons.
6 If you do not receive your order within 21 working days, please contact Customer Services on email us at [email protected] We would request that you contact us as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
7 We will replace lost or damaged orders free of charge.
8 If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
9 Our third party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our mail centre and held till such a time that they are able to deliver to you. In these circumstances you may ask for the order to be refunded.
10 Large volume orders may be subject to additional shipping charges. This will be discussed with you prior to your order being dispatched
11 Return Policy
To ensure your complete satisfaction, you may return any order within 14 days for a full refund (minus shipping and handling). If you wish to do so, please e-mail [email protected]
Some orders require that we receive the product before issuing a refund. Please do not return an order without contacting customer service.
Products we are unable to cancel, refund or exchange:
Products which have been personalised for you; and
Perishable goods such as confectionery, chocolate, biscuits, cakes, crackers, marmalades and preserves.
To return your product, you should mail your product to: ul. D. Ulyanov, d. 7A., Moscow, Russia 117292. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
11 Return of Faulty Goods
If the products delivered are not of satisfactory quality or do not conform to the description provided or any of these terms upon delivery, you may cancel the Contract and obtain a full refund (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) by returning the faulty Products to us at ul. D. Ulyanov, d. 7A., Moscow, Russia 117292 within 6 months from the date of purchase. On notifying Maymarket of your faulty goods, please provide proof of purchase (providing your order number will be satisfactory).
Please note that we may withhold reimbursement until we have received the faulty Products back or you have supplied evidence of having sent the faulty Products back, whichever is the earliest. We will then reimburse you within 14 days of the earlier of these two events using the same means of payment used for the initial transaction, unless you have agreed otherwise.
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