Frequently Asked Questions

Frequently Asked Questions

Orders

Are products new and original?

Yes, they are; all products sold by MK2Shop are new, not used, not open and in their original package.

Can I buy as company?

Yes, you can; you can write your VAT registration number in the Checkout page. After the purchase we will issue an invoice and send it to you.

Can I buy exempt from VAT?

If you are a company of the EU with VAT registration number registered to VIES, you can insert your VAT registration number in the Checkout page to obtain the VAT deduction. If the billing address is Extra-CEE, the VAT will always be deducted (from both product and services). We would like to remember you that the billing country and the destination country cannot differ for extra-community operations.

Can I order by telephone?

No, you can't: we want all your data, payment data included, to be acquired and treated in a safe environment, i.e. on the website.

Can I cancel my order?

Yes, you can: you just have to send an e-mail to: support@mk2shop.com If the order was paid in advance, we will reimburse you as soon as possible. However, if the order has already been sent, you have to accept the delivery and use the right to withdrawal for free. Here you can find all information: Free Return.

Can you deliver my order to a specified floor?

Yes, we can, but only in Italy. You can put the extra service in your cart and the courier will take your product directly on your floor. If there is a lift and it can contain all goods, you can choose the delivery to a specified floor with lift, otherwise the delivery will need a second person (courier excluded) to move the goods.

Can you install the product that I would like to order?

Yes, we can, but only in Italy. You can choose this service for some products directly in your cart; it is provided by a specialised company, which is our partner. After the order completion we will activate the service and the technician will contact you to set a date. A compliance certification will be issued.

Can the shipping country differ from the billing country?

Yes, they can, but both must be both CEE countries.

Why didn't I receive an order confirmation e-mail?

It can happen that some e-mail are considered spam: please check your spam folder. Otherwise please contact us: we will send you a copy of the order confirmation via e-mail.

My order is "on hold". What does it mean?

This status is assigned to orders paid through bank transfer or cash on delivery. The order status will change into "in progress" as soon as the bank transfer is recorded or the shipping with cash on delivery payment is confirmed.

My order is "on hold". What does it mean?

This status is assigned to orders paid through bank transfer or cash on delivery. The order status will change into "in progress" as soon as the bank transfer is recorded or the shipping with cash on delivery payment is confirmed.

Why is my order status "cancelled"?

You order status could be "cancelled" for different reasons: the credit card transaction failed, the bank transfer was not carried out in time or the cash on delivery payment was not approved. In any case, if your order status is "cancelled", it means that no cost have been charged and that you have no obligation towards us. You can therefore make a new order; if you need assistance, our customer service is at your disposal.

Do you sell products that are discontinued or not on the website?

No, we don't, but we include hundreds of products monthly. Come back!

Is the product compatible with the sockets and the standards of my country?

All electronic products on MK2Shop have these information in the technical sheet. In any case, if you are not sure and you want us to verify the compatibility, contact us.

Shipping

Is the shipping date reliable?

Yes, it is; the shipping date is effective and it is the result of different factors, which are live updated (goods in stock, holidays, supplier closure...)

When will my order be delivered?

In the order confirmation e-mail and during all purchase process the shipping date of your order will be shown. Since the shipping date, 1-3 workdays are necessary for the delivery to Italy (2-5 if the destination is on an island or in a remote area); 2-10 workdays are necessary for the delivery abroad. If it is available, the tracking code will allow you to follow the shipping and know the delivery date.

I have ordered different products with a different shipping date, which date should I consider?

If your order includes more products, the delivery date is the one shown in your cart, i.e. the latest.

Where do you ship from?

We always ship from Italy.

Was my order shipped?

On the day of the shipping you will receive a status update via e-mail. If available, you will also receive a second e-mail with the tracking code.

Can I pick up the goods at the shop?

Of course; we can choose the pick-up at the shop directly in the Checkout page, without extra expenses. As soon as the goods are available, we will contact you to set a date for the pick-up. Our shop is in Cargnacco (UD) on Via Buttrio, 2.

Can you make a gift pack?

Yes, we can; you can choose this service directly in the cart and you can also attach a customised message. The recipient will receive the product in a gift pack and a card with your message.

Who do you ship with?

Our experience has helped us understand strong and weak points of each courier. We evaluate each package specifically to give you the best service with the best courier. In any case, when your goods are shipped, we will inform you about the chosen courier via e-mail.

Can I choose the courier?

No, you can't, but we assure you that the courier that will deliver your order is the best for your shipping. In any case, if you know about some specific problems with couriers in your area, please inform us. We will do our best to meet your demands.

Is shipping insured?

Yes, it is. To assert the insurance, if the goods arrive with evident transport damages, sign the acceptance with 'goods unchecked'. For further information see our page Shipments and Deliveries.

Will the courier contact me before the delivery?

Usually couriers do not contact the recipient before the delivery. In any case, you can follow your shipping with the tracking code to know the delivery date.

What happens if I am not home at the delivery?

Usually couriers make different delivery attempts. If the courier does not find anyone at the delivery, you will find a notice with all the useful information to receive the product and avoid a warehousing.

Can I change my shipping address?

If your order has not been shipped yet, you can. If your order has already been shipped, it is not possible: the shipping label is the package DNA and we cannot modify it. Nevertheless, send us a notice as soon as possible and we will try to find a solution.

Can you ship before the deadline?

We always try to, and we often succeed, but we cannot ensure it. In any case, you can contact our customer service for urgent deliveries.

My order status is "shipped"; why didn't I receive a shipping confirmation e-mail?

It can happen that some e-mail as considered spam: please check your spam folder. Otherwise please contact us: we will send you a copy of the shipping confirmation via e-mail.

You notified me about my order shipping; why can't I find the tracking code?

The shipping confirmation e-mail means that we have shipped your package. The tracking code, when available, will arrive as soon as possible with a second e-mail.

I have received a product that differs from the one I ordered; what should I do?

We are sorry, but do not worry: we are at your disposal. Please contact our customer service: we will find a solution.

An item is missing from my package. What should I do?

A separate shipping could be on its way: please contact us and we will check your order.

Can the shipping be subject to custom fees?

Yes, it can, but only for Extra CEE countries. For further information see the paragraph “ExtraCEE Shipping” on our page Shipments and Deliveries.

Warranty

Is the warranty official?

Yes, it is. All our products are covered by the manufacturer warranty and by the Compliance Warranty, which is valid all over Europe.

Is the warranty Italian or European?

The warranty on all MK2Shop products is valid all over Europe.

I have receive a non-complying product; what should I do?

Visit our page Warranty to get all information about Warranty and how to request for it.

My product does not work anymore; what should I do?

If you have had it for less than two years since the delivery, you can use the Compliance Warranty for your product. Visit our page Warranty to get all information about Warranty and how to ask for it.

Can I extent the warranty on my product?

Yes, you can, but only on some products. If it is available, you can extent the warranty for a wished duration during the purchase process. The service is offered by Simplesurance. If you chose to extend the warranty, at the order completion our partner will contact you directly via e-mail to activate and pay the service. For further information see the page Warranty.

Returns

Can I return the goods after the delivery?

Of course, you can use the right to withdrawal within 14 days since the delivery. The return is free and you will receive a refund of your payment, shipping costs included. For further information see the page Free Return.

In the event of a return, do I have to pay the return shipping costs?

No, you don't: the return is completely free for the customer within 14 days since the delivery. For further information see the page Free Return.

Can I return only some of the products that I ordered?

Of course, you can return only some of the products: we will refund you of the price of the products that you returned and the relevant shipping expenses.

I have bought with VAT registration number; can I return the product?

To use the right to withdrawal you must be a natural person: the right to withdrawal is not valid for companies.

Can I return a customised product?

No, you can't; the free return is not valid for customised products.

My order included extra services or extra costs. Will I receive a refund?

No, you won't. The withdrawal from a contract does not include the refund of extra services and extra expenses.

Payments

Can I pay at the delivery?

Of course, you can choose the option "cash on delivery" and pay directly to the courier. This payment method is valid only in Italy.

Do I have to carry out the bank transfer before or after the delivery?

We will process your order only after we receive the bank transfer: the sooner we receive the payment, the sooner we will ship your products.

Have you received my bank transfer?

We check our bank accounts daily. As soon as your bank transfer is recorded, you will receive an order update email.

How can I receive an invoice?

Ask our customer service: the invoice will be send via email as soon as possible.

Why can't I complete my payment with my credit card?

Statistically, if a credit card payment fails, it is due to the additional verification systems, such as 3DSecure and Verified by Visa. Or there can be limits or authorizations on your credit card that block the transaction. Please contact your bank for verification. In any case, if you do not receive an OK from our system, you can make as much payment attempts as you like. We only know the transaction result, so, as soon as it is positive, we will confirm your order. Nevertheless our customer service is at your disposal: please contact us by phone for assistance.

Do you offer loans?

No, we do not offer this service.

 

Questions ?

We can answer in English, German and Italian

Opening Hours
Mon | Fri
9.30 - 12.30
14-30 - 18.00

Phone

+39 0432 1840654

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