Frequently Asked Questions (FAQ)
Have a question? Below you’ll find answers to some of the most common inquiries. If you can’t find what you’re looking for, feel free to contact us at info@mazafy.com.
Shipping & Delivery
1. What is your shipping policy? We offer free standard shipping within the United Kingdom on all orders. Each order is carefully packed and prepared for delivery to ensure it arrives in perfect condition.
2. Do you deliver to collection points or pickup lockers? At this time, we deliver only to the physical shipping address provided at checkout. Delivery to collection points, PO Boxes, or pickup lockers is currently not available.
3. What are your delivery times?
- Order Cut-off Time: 6:00 PM (GMT)
- Handling Time: Orders are typically processed and dispatched within 1–2 business days (Monday to Friday).
- Transit Time: Once shipped, delivery within the UK takes 5–7 business days (Monday to Friday).
- Total Delivery Time: You can expect to receive your package within 6–9 business days.
4. How can I track my order? Once your order has been dispatched, you will receive a confirmation email containing a tracking number. You can use this number to follow your shipment's progress directly on our website or via the carrier's portal.
5. Which shipping partners do you use? We work with trusted UK shipping carriers, including Royal Mail, Evri, and DHL, to ensure reliable and safe delivery of your items.
6. What if my package is lost? If your order has not arrived within the estimated timeframe (9 business days), please first check the tracking information. If there are no updates, contact us at info@mazafy.com. If a parcel is confirmed as lost, we will send a replacement or issue a full refund.
7. What if my item arrives damaged? We are very sorry if this happens. Please contact us at info@mazafy.com within 30 days of receiving your order. Please include your order number and clear photos of the damaged item and the packaging so we can assist you immediately.
Returns & Refunds
8. How do I return an item? If you are not satisfied with your purchase, you can request a return within 30 days of delivery. Contact us at info@mazafy.com to start the process. Items must be unused, in their original condition, and include all original tags and packaging.
9. Can I cancel my order? Order cancellations are possible within 12 hours of placing your order. Please email us at info@mazafy.com as soon as possible. Once the 12-hour window has passed or the order has been dispatched, it must be handled as a return.
10. How long does it take to process a refund? Refunds are processed within 7 business days after we have received and inspected your returned item. You will receive an email notification once the refund is issued to your original payment method.
11. Who pays for return shipping?
- Faulty or Incorrect Items: Mazafy covers the return shipping costs.
- Change of Mind: The customer is responsible for the return shipping costs.
Payments & Security
12. Which payment methods do you accept? We accept the following secure payment methods:
- Visa
- Mastercard
- American Express
- Maestro
- Apple Pay
- Google Pay
13. In which currency are payments processed? All transactions are processed in GBP (£ - British Pounds). As a UK-based store, there are no hidden currency conversion fees for UK customers.
14. Are my payments secure? Yes, 100%. All transactions are protected by SSL (Secure Socket Layer) encryption. Your payment details are never stored on our servers and are handled by certified payment providers.
Contact information
Any questions or just like to talk to us? Please don't hesitate to contact us via:
- Store name: Mazafy
- Address: 1 Rosslyn Hill, London NW3 5UL, United Kingdom
- Email: info@mazafy.com
- Phone number:
Customer Service (Opening Hours):
- Monday - Friday: 09:00 - 18:00 (GMT)
- Saturday and Sunday: 10:00 – 16:00 (GMT)