Frequently asked questions
Q: Do I need to register before placing an order?
A: You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases.
Q: What payment methods do you accept?
A: We accept all payment options that are offered through our partner PayPal, depending on the availability for the country where you reside. Please check PayPal's guidance for more information. We also accept Paysera.
Q: What is the payment currency?
A: The payment currencies are Euros (EUR), Great Britain Pounds (GBP) and United States dollar (USD).
Q: Is the shipping cost the same to anywhere in the world?
A: Shipping cost depends on the weight of Your parcel and shipping location. We send our products by Registered Priority Mail Service by the Lithuanian post office.
Q: Do you have a tracking information for the shipping?
A: Yes, each delivery is equipped with a tracking information, through you can view the latest delivery status on your country's post office website. We will email you the tracking information when we ship your order.
Q: What methods do you use for international shipping?
A: All deliveries are sent via Lithuanian Post. Since the parcels are being delivered to your nearest Post Office, please make sure you indicate the correct address at Checkout, since we are unable to rectify the mistakes after the parcel is posted. In such circumstances, please contact Your local Post Office.
Q: Where will my purchase be sent from?
A: All of our products are sent from Lithuania, where our business and e-shop is located.
Q: When will the ordered item be shipped? How long does the shipment take?
A: We usually ship the item within 1-3 working days after the payment is received. The parcel will then be in transit from 3 to 30 working days depending on your location. Also please keep in mind that it may take some additional day(s) at customs (which unfortunately we cannot know or influence) and there might be some delay in case of holidays or due to a sudden shortness in stock.
After your item is shipped off, we immediately send you the tracking number by email so you can keep track of your parcel's location at any time of day wherever you live. It is trackable, safe and insured, so there's no need to worry. However, please track your parcel yourself and make sure you know when it arrives. We will keep you informed if there are any major delays and are always there for you by email. It is in our interest to satisfy our customers.
Q: Is it possible to get the product delivered on a certain day of a certain month?
A: We understand your wish for situations like birthdays, Christmas and so on, and will try our very best to get it there in time. Unfortunately, we are not able to guarantee the delivery date because there are too many external factors that we cannot control (e.g. busy times for delivery services, such as Christmas). Please place your order early enough when you want to have the item before a specific date.
Q: Is it possible to fix the time of delivery (e.g. a.m. or p.m.)?
A: For overseas unfortunately we cannot specify from our side. Please contact your local post office with your tracking number (after you have received it) and consult with them whether this is possible to arrange.
Q: Can I change my delivery address?
A: Unfortunately, no. Maho beauty and PayPal's Seller Protection Policy requires us to ship to the address you nominate during the checkout process. If the address you have provided is incorrect or you wish to change it after you have already paid, you will need to cancel the transaction and buy the item again. It is therefore very important that you enter the correct shipping address during the checkout process.
Q:Are there any additional charges apart from the shipping charges?
A: International shipments may be subject to customs fees, import duties and taxes, which are levied once a shipment reaches your country. We have no control over these charges and cannot predict what they may be. It is the customer’s responsibility to pay any additional charges and to clear the package through customs. Please consult the customs of your country for estimates of possible fees.
Q: I placed an order, but received no confirmation mail. Did the order work?
A: You should receive an order confirmation mail. If you did not, please first check your spam mail. If you still cannot find it at all, please contact us either by email and we will check if everything was processed correctly. If there is a problem, we will solve it.
Q: The item hasn't arrived yet. I am concerned that something happened with my parcel.
A: Please always keep track of your parcel with the tracking number that we send you. If you are still in doubt, please contact your local post office with your tracking number. If your local post office cannot deliver the item to you because you are not at the address specified when they deliver, then after being kept at your local post office for a certain time (this varies from country to country), the parcel will be returned to us. In this case we will have to ask you for the shipping cost for a second shipping. To avoid this happening, please be sure to pick up the parcel at your local post office in case it could not be delivered to you by the delivery services.
Q: My parcel was returned to the sender. Can I get it resent?
A: Yes, it is possible to resend your parcel if your local post office sends it back to us. Please understand that you are responsible for tracking the parcel using the information we send you in the shipping confirmation email. In case the parcel is returned to us after the parcel's retention period expired at your local post office, we have to charge you again for shipping to resend your parcel.
Q: How does your product pre-order system work?
A: Our pre-order system is a non-binding information system. This means that you will be added to our list of potential buyers for that product, but no payment will be processed by placing a pre-order. Once the item becomes available you will be informed by email with a link to purchase it, and you can still make your decision at that stage as to whether you ultimately want to purchase the item or not.
Q: Can you declare the amount on the invoice lower so that I can save tax when importing?
A: Unfortunately we cannot lower the amount or declare items as gifts. Since we are a company we need to truthfully declare our turnover and therefore cannot send a fake invoice. Also, it will not help if we do not include the invoice, because in that case your customs will define the value by their own research and it might be much higher than it would have actually been. Thank you for your understanding.
Q: How can I contact you by email?
A: Please either use our contact form or email us directly to the email address provided in the order confirmation. In either case please make sure that you use the same email as you registered in the shop or for your order. Please also include your order number if your inquiry concerns a current or past order.
Q: What are the office operation hours?
A: The business operation hours are 10AM-6PM Monday through Friday, 11AM-3PM on Saturdays (Lithuania time), except holidays and vacations.
When you place an order on our holidays, we will ship your order on the next business day. We try to answer to your inquiry and questions even on weekend, but please note that our response may be delayed on weekend and on holidays.
Q: I am a retailer/wholesaler. Are you offering product wholesale/distribution as well?
A: Sorry, but we do not wholesale our products.
Q: How can I return a product or replace a defective product?
A: Please first look at our terms and conditions to understand for which case you qualify. Then please contact us and include your registered email address and order number. Please describe exactly the reason for returning the product or what is defective, and include as much information as possible. Also please be sure to inform us about the condition of the item (unopened in original and undamaged package, damaged package, used item etc.).
Returns & Refunds Policy
A Customer has a right to exchange delivered goods to items of different size, form, colour, model or complexity or to return goods he dislikes. This right can be exercised within 14 days from the moment of delivery. An exchange or return is possible only when exchanged or returned goods meet these requirements:
a) were not used;
b) were not spoilt or damaged;
c) consumption and usage functions were preserved;
d) marketable appearance was preserved.
In all cases goods must be returned in original package including attached mahobeauty.com or manufacturers’ labels and stickers. A client must present purchase documents when returning mahobeauty.com goods.
Certain types of goods cannot be returned or exchanged except cases when they have obvious manufacturing defects.
These goods include:
a) beauty goods: blotting papers, scissors, tweezers, etc.;
b) underwear, clothes, towels.
(Please refer to Terms & Conditions, XII - Return Policy and replacement of the goods).
In order to return goods an e-mail request should be sent to: firstname.lastname@example.org We will send you a returns Form which you have to complete and send back with the goods. Every case is carried out individually. In cases when goods are returned for refund only without a wish to exchange then a sum paid for ordered goods is refunded not later than 14 days from the moment Mahobeauty.com receives returned items. Please be aware - a sum paid for delivery of goods is non-refundable.
Q: Do you ship worldwide?
A: Yes, we ship worldwide.
Q: When are sold-out products available again?
A: We're sorry, but we can't say if or when certain products are available again. Please check back regularly or subscribe to our newsletter.
Q: Can I request a gift wrapping?
A: Yes, we can wrap your gift with a wrapping paper. We can also add your message such as Happy Birthday, Merry Christmas and Happy Wedding. Please add your message in the [Comments] box when you place your order. (Please note that we cannot put a ribbon on a package because a ribbon will be likely to be collapsed during an international delivery and customs checking.)
Q: What is mahobeauty.com's affiliate program?
A: An affiliate program allows one website to refer visitors to another website that is selling a product and get credit for any product that is purchased on that website from the referred visitors. So, in the case of our affiliate program, you link to our page or product from your website, and we pay you a commission from each sale from the visitors you send us. For more information about our affiliate program, please contact us via E-mail: email@example.com