Frequently Asked Questions
If you have any questions, you can email us at MBTStoreCS.EU@brandaddition.com Our customer service team is available Monday–Friday, 9am–5pm GMT.
How much will the carriage cost for my order?
Shipping costs are calculated at checkout based on your order and delivery location. Deliveries within the EU include shipping; for non-EU deliveries, costs are calculated based on the destination country. Estimated delivery dates are displayed at checkout.
Where is my order being sent from?
All orders are shipped from Brand Addition’s warehouse in Gelsenkirchen, Germany.
Which carrier should I expect my order to be delivered with?
We dispatch orders using Fedex and DHL for our shipments, but this is decided on a shipment-by-shipment basis.
Will I need to sign for my order?
This will depend on the carrier for your delivery and the order value.
How long will it take for my order to reach me?
Standard delivery is 2–4 business days, depending on the destination. If delivery time is critical, please contact us. Delays can occur due to circumstances beyond our control.
Will there be any additional costs to pay on receipt of my order?
Duties and taxes for shipments outside the EU are calculated and applied at checkout. If you are concerned about extra charges, please contact us on MBTStoreCS.EU@brandaddition.com.
What if my order wasn't correct?
If we’ve made a mistake with your order, contact us at MBTStoreCS.EU@brandaddition.com. Please include your order number so we can resolve the issue quickly.
Refunds/Returns/Claims
I’d like to return something I’ve bought. What should I do?
Please visit our Returns page where you can request a return and contact customer services and we can arrange the return of most products within 14 days, if the items are in unused, re-saleable condition. If you could include your order number when getting in touch it will help us to arrange your return as quickly as possible. Please read our Returns page for more information here.
Will you collect my return from me, or do I have to post it back to you?
Except under certain circumstances, the cost of return postage must be covered by the customer. We’d recommend sending all returns by a tracked service. We can collect if sending the return yourself is difficult, get in touch if you would like a quote from our customer services team.
One or more of my items has developed a fault. What should I do?
Contact customer service at MBTStoreCS.EU@brandaddition.com with your order number, a brief description of the fault, and a photo of the issue. We will arrange a refund or replacement as quickly as possible.
Payments
What payment types do you accept?
We accept all major credit/debit cards, as well as direct invoicing.
Can I pay in another currency?
Our website accepts payments in EURO; CHF; GBP.
Data management and website
How do you use my personal information?
We respect and value our customers personal information and you can view our privacy policy on our website at the bottom of the page or click here
What is your cookie policy?
View our cookie policy on our website at the bottom of the page named cookies and you can change your settings at any time from here
What are your terms and conditions?
View our terms and conditions on our website at the bottom of the page or click here