FAQs

1.01 Latest Discounts and offers Details for Online Store

1.02 Do I need to have an account to order?
No, you can also place an order as a guest. But there are some perks and benefits if you have an account with us as:

• Quick Checkout Process
• Easily view your order status and order history.
• Receive updates detailing our new releases and special promotions.

2.What if i forget my password?

On the login page click 'FORGOT YOUR PASSWORD' and you will be redirected to a page where you an create a new password.

3. What if I typed wrong email address?

Please contact us so that we can change your email address soon. we can make some changes with your permission and requirement i.e. your email, name, and address but we cannot change your order, so please fill in your address with all correct details carefully otherwise the package we mail to you will be returned to us or we just ignore your request to save everyone from the inconvenience.

4.Are there any exchange rates?

All our transaction is based on GBP. If your credit card is based on another currency your order total will be calculated in accordance with the daily exchange rate of the date on which your card issuer processes the transaction.

5.What payment method do you accept?

We accept all major Banks debit/credit cards (Visa, MasterCard, MaestroCard Amex, Discover) and PayPal payments, we do not accept personal checks, money orders, direct bank transfers, debit payments, or cash on delivery.

6. How secure is my online order?

Your credit card information is not stored on our servers. All the credit card and debit card transactions are done through an SSL secure webpage. All data and card information are then SSL encrypted and sent directly to our card provider's network where your card and transaction is authorized and approved.

7. How do I change or cancel my order?

Note: Any order that have already been packed or shipped cannot be cancelled.

Any cancellation made after an order has been placed, will be subject to a cancellation fee of £0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellation.

Masnavi reserves the right within 12 hours after receiving the order to accept or decline the order, or any part thereof, in our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized and debited with the amount paid for the purchase and order is cancelled, we will issue a credit to the original method of payment.

8. How do i set my shipping address?

Our services and website are English language based so you are advised to use the English input method while typing the information. if your address contains non-English letters, please use English letters instead of non-English letters to avoid inconvenience and for smooth processing of your order.

9. Can i change my shipping address after placing an order?

Please be advised that your shipping address can not be revised after the order has been placed, processed and shipped, kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the specific destination's customs department will have the package on hold.

10. When will my order arrive?

The delivery time is based on the shipping option that you have chosen. We will email your tracking information on the next day once the order has been shipped as the tracking information generally becomes available after 24 hours of shipping the order. We are not responsible for any delay caused by the customs department in your country

11. How do i track my order?

When an order is confirmed and shipped our customers automatically receive an email that links them to their order status page.

12. Can i use several Discount codes in one order?

Discount codes and promotions can not be used in conjunction with other promotions and discounts unless stated otherwise.

13. When will my order be processed?

We process orders between Monday and Friday. Orders are processed within 1-3 business days from the order date and shipped the next day after the processing day. Please allow extra time for your order to be processed during holidays and sale seasons.

14. Will I be charged with custom and taxes?

Prices displayed on our website does not include import tax or duties or custom charges. For international orders import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Customers are responsible for these charges and taxes and will not be covered by us. For further details of charges please contact your local custom office.

15. How do i return an item?

Please refer our return policy for detailed information.

16. What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 3 business days from receiving your order if the product or merchandise is incorrect, missing and/or defective. Please include your order number and photographs of the items and all related references upon receiving the package. We will do our best to resolve your case as soon as possible.

17. How long is the return Process?

Processing returns may take up to 3-5 business days from the day we receive your return. We will email you to confirm once your return has been processed.

18. When will i receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or with debit card, refunds will be sent to the card issuing bank within 7-10 business days after our warehouse receives the returned or your cancellation request. If you have not received a credit for your return yet, please contact your bank/credit card provider company. It may take some time before the refund is posted to your accounts.

We are always ready to assist you to provide any information you need regarding your transaction made to place the order. Please contact us if you need any information regarding your order.