FAQ
Placing an order
HOW DO I PLACE AN ORDER ONLINE?
When browsing on the Mavk Cosmetics website, by adding the product to your basket, you will be asked whether you want to continue shopping, or proceed to the checkout. You can add more than one product to your basket at any time. When you are ready to checkout, follow the checkout process.
HOW CAN I PAY ON YOUR WEBSITE?
When you check out, you will be offered only Mobile Money. You will need to tick the box to accept our Terms and Conditions.
WILL I BE CHARGED VAT?
All Mavk Cosmetics products include Uganda Value Added Tax (VAT), where applicable. Total tax payable will be itemised at checkout.
DO I HAVE TO PAY IMPORT DUTIES OR TAXES FOR ORDERS OUTSIDE Uganda?
All Mavk Cosmetics international orders are shipped from the Uganda, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and must be paid by the recipient of the parcel. If you have any questions related to customs charges, please contact your local customs office. Mavk Cosmetics will not refund orders that have not cleared customs or where customs and/or duties have not been paid.
If you are shipping to the USA or EU, we ship from warehouses located in these regions. Please choose your shipping country at the bottom of the website to make sure you are shopping on the correct website.
WHICH CURRENCIES CAN I PAY IN?
Mavk Cosmetics allows payments to be made in British Pounds Sterling (GBP), Euros (EUR) and US Dollars (USD).
WHEN IS PAYMENT TAKEN FROM MY CARD?
Payment is taken from all payment types immediately and will only go through once our security Checks have been successful. If your payment has been unsuccessful, the funds may be Pending in your account but will return to your payment type within 2-7 working days.
CAN I ADD ITEMS, CHANGE OR CANCEL MY ORDER ONCCE CONFIRMED?
Unfortunately, once your order is placed we can't make any changes like adding items or updating delivery details. Our warehouse teams are super speedy to make sure you get your order quickly, but that means we have limited flexibility once it's been placed. However, you can easily return any unwanted items to us for a refund if the box is returned unopened.
CAN I PLACE AN ORDER OVER THE PHONE?
Due to security reasons we are unable to place orders over the phone or email.
I'M HAVING TROUBLE PLACING MY ORDER
We can't always work out why some people have problems with website and others don't, it has a lot to do with how up to date your operating system and browser is, or what browser you're using. Sometimes it helps just to close the browser and reload it.
You might also want to try clearing your browsing history including your cookies as this often solves a lot of issues. Don't worry if you are unsure how to do this; Contact us and give us as much information as you can and our customer service team will try their best to help you.
WHY CAN'T I SIGN INTO MY ACCOUNT?
If you're having trouble signing in, please check you're using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven't accidentally left Caps Lock on. If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there. If you are still having difficulty, please Contact us with screenshots highlighting your error.
WHY HAS MY CARD PAYMENT FAILED?
We're not able to specify why card payments fail as the payment process involves both our systems and your bank. In the first instance you should double check you've entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.
If your billing address is incorrect it will cause your payment to fail - this is a security measure banks put in place to protect your security. If all else fails then please try an alternative card for payment - we accept all major credit and debit cards, as well as PayPal.
WHY HAS MY PAYMENT BEEN DECLINED?
We're not able to specify why card payments fail as the payment process involves both our systems and your bank. In the first instance you should double check you've entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.
If your billing address is incorrect it will cause your payment to fail - this is a security measure banks put in place to protect your security. If all else fails then please try an alternative card for payment - we accept all major credit and debit cards, as well as PayPal.
HOW DO YOU PROTEXT PERSONAL INFORMATION?
Shopping online should always be as secure as shopping in store; your privacy is important to us. We will only share your information if you have given us permission to do so. We do reserve the right to disclose information in certain circumstances clearly stated in our Privacy Policy, which can be found in our Terms and Conditions page.
Promotions
STUDENT DISCOUNT
To redeem your exclusive student discount online, enter your unique promotion code in the promotion box at the online checkout. Each unique promotion code can only be used once and is not valid on kits, bundles or already discounted products. Only one discount code can be used per order.
The discount cannot be exchanged for cash and is non-transferable. Mavk Cosmetics reserves the right to cancel this offer at any time, amend these terms and conditions or refuse to allow any individual to participate in this offer.
Register here for your Student Discount code
WHERE DO I ENTER MY PROMOTIONAL CODE?
Select the items you wish to purchase and enter your code in the voucher code box on the basket page. Click the 'apply' button and the relevant discount will be applied to your order.
CAN I ENTER MORE THAT ONE PROMO CODE?
Not at this time. You can only use one promotional code at a time. If you enter more than one promotion code, only the last code you enter will be applied to your order.
WHY DOES MY PROMO CODE NOT WORK?
Your code may have expired. Please check the validity dates and times of the code you are trying to enter.
Please check that you have entered the correct code for the country to which you are having your order delivered. You may not have spent the minimum required to activate the promotion.
Please check the promotion terms and conditions to see if your order qualifies. Sometimes there may be a different minimum spend for different countries. Always check that your discount has been applied to your order before you complete your order as we cannot apply the discount to your order after the order is complete. Most of our promotions do not apply to kits or sale items, unless noted otherwise. If you are still having difficulty applying your code, please contact customer services before checking out.
WHEN WILL THE DISCOUNT BE APPLIED?
The discount will be applied when you enter the promotion code in the shopping basket.
Always check that your discount has been applied to your order before you complete your order as we cannot apply the discount to your order once it is complete.
HOW MANY TIMES CAN I USE THE SAME PROMO CODE?
This will differ depending on the specific promotion code. While some promotion codes may be single-use only, others may be used as often as you like. The restrictions will be clearly displayed in the terms & conditions of each promotion code.
CAN PROMO CODES BE USED WITH OTHER OFFERS?
At this time, you can only use one promotion code per order. If a promotion or gift is already automatically applied to your basket, unfortunately, you won't be able to use an additional discount as we are unable to combine promotions or swap them for a different offer. In some cases, certain product ranges may be excluded from a particular promotion. The restrictions will be clearly displayed in the terms & conditions of each promotion code.
IN WHAT FORMAT MUST I ENTER THE PROMO CODE?
You must enter the promotion code without any spaces between any of the letters or numbers. All promotion codes are case sensitive, so please ensure you type the code correctly.
I FORGOT TO ADD MY PROMO CODE, CAN IT STILL BE APPLIED?
Unfortunately, it is not possible to apply the discount after you have placed your order. Please check that the discount has been applied before you click 'confirm order'.
WHERE CAN I FIND YOUR PROMO CODE?
Any promotional codes or exclusive discounts will be sent to our newsletter list, so the best way to stay up to date with special offers is to subscribe.
Delivery
DO YOU DELIVER WORLDWIDE?
We deliver to many countries worldwide with some exceptions including Brazil and Russia, due to current shipping legislations. Visit the delivery page for more information.
WHY IS MY COUNTRY NOT VISIBLE AT CHECKOUT?
Please double check that you are on the correct store view for your country of residence. This can be amended by selecting your shipping country in the footer of the website.
HOW DO I TRACK MY ORDER?
We will send tracking information to you once your order has been despatched from our warehouse. If you have questions about tracking please reach out to us Mavk2024@gmail.com
I HAVEN'T RECEIVED MY ORDER
We always try to ensure that your goods are delivered on time. However, sometimes it is delayed by factors beyond our control i.e. adverse weather conditions, strikes and customs. If you are not at home when delivery is attempted a card will be left with the carrier's contact details for you to rearrange delivery.
If you fail to contact the carrier, they will attempt to deliver again, on the third attempt your parcel will be returned to us. All Mavk Cosmetics international (non-USA and non-EU) orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country.
These charges vary and must be paid by the recipient of the parcel. If you have any questions related to customs charges, please contact your local customs office.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
During the order process, when selecting your method of delivery, the timings will be outlined to you at the checkout. If you have not received your order in the time allocated against method of delivery, please contact the customer services team, who are available Monday - Friday 9.30am - 5:30pm GMT on +256776163050 / +256706080795, or email Mavk2024@gmail.com
MY ORDER WAS DAMAGED WHEN I RECEIVED IT
We always try to ensure that your goods are delivered in the best condition, however, if you have received a damaged product, please contact us immediately so that we can look into this for you.
Please contact our Customer Services Team, who are available Monday - Friday 9.30am - 5:50pm GMT on +256776163050 / +256706080795 or email Mavk2024@gmail.com
Damaged items will need to be returned to us, before we can issue a refund or a replacement. Please refer to our Return & Refund policy for more information.
I WANT TO CANCEL MY ORDER
We are unable to cancel orders once they have been placed, as our warehouse teams work quickly to get your items to you as soon as possible. However, if you are present at the time of delivery, you can refuse it and it will be returned to us. If you have any unwanted items, you can also easily return them to us for a refund as long as the box is unopened. Please visit our returns page for more information.
HOW LONG DOES IT TAKE FOR MY REFUND TO PROCESS?
Mavk Cosmetics will process any refund upon receiving any returned goods and assessing the fault. Once your refund has been processed, it will take 5-21 working days to appear in your account.
Product information
ARE YOUR PRODUCTS PREGNANCY SAFE?
Each of our products are formulated in line with the strict EU Cosmetic Regulation 1223/2009 and have undergone rigorous testing including a safety assessment as required by law, carried out by a qualified safety assessor. The assessment covers the safety of the finished product, as well as the individual ingredients, how and where the product is to be used, by whom and how often. This includes use by expectant mothers during pregnancy.
Dermatologists usually recommend avoiding Vitamin A during pregnancy (particularly the prescription-only versions of it), however the amount in our products is quite low and a version that is considered pregnancy safe. Nevertheless, we would suggest customers consult their GP or midwife before using any products containing Vitamin A. Below is a list of our products that contain Vitamin A:
- Glycolic Extreme Bubble Sheet Mask
- Retinol Sheet Mask
- Retinol Concentrate Booster
- Retinol Overnight Treatment Cream
- Retinol Eye Cream
- Retinol Serum
ARE YOUR PRODUCTS TESTED ON ANIMALS?
The Rodial Group, together with our suppliers do not test our products or ingredients on animals. We also do not use any third parties to carry any out of those tests. Our products are available in China under the cross-border e-commerce model which allows the importation and sale of foreign cosmetic brands to Chinese consumers without pre-market approvals.
HOW DO WE KNOW WHAT YOUR PRODUCT EXPIRATION DATES ARE?
Our products all have a period after opening (open jar symbol) printed on pack. This denotes how long you have to use the product and is written in month format. We recommend using the product within this time frame to ensure its effectiveness.
HOW DO I KNOW WHAT PRODUCT I SHOULD BE USING?
We created the Routine Builder Quiz to help you find the products that are right for your skin. Just answer a few simple questions and we'll recommend a Mavk Cosmetics Fix range for you. Start here
RECOMMENDATIONS FOR TEEN SKIN?
Our Teen Skin Fix range was made for sensitive and blemish-prone complexions, so it's perfect for teenagers. Shop the full range here
WHEN USING PRODUCTS WITH RETINOL, SHOULD I USE EXTRA SPF PROTECTION?
We always advise using an SPF of 20 or above to protect your skin whilst using retinol-based products. Retinol is known to cause sensitivity to sunlight, so we recommend that you use any products containing retinol overnight and not in the day. We would also recommend not using salicylic and glycolic ranges without SPF as they can also cause skin to become more sensitive, and therefore require extra protection.
Competitions
COMPETITION DETAILS
From time to time we may run customer competitions to win our products. These may be hosted on our own website, via our own social media channels or hosted on other websites we have a partnership with. Any email data that is collected will not be shared with third parties unless you specify that you would like to opt-in to receive third party communications. This will always be clearly stated and there will be an opt-in box provided. All our competitions have attached terms and conditions on how to enter and the competition start and end dates. These will either be provided on the website page on which it sits or in the comments section if it is a social competition. Winners of our competitions will be contacted the next working day (If the competition closes on a Saturday, Sunday or Bank Holiday, then they will be contacted the next following working day). Winners will have 2 weeks in which to provide a response with their details to allow for fulfilment of the prize. If no response is received, Mavk Cosmetics reserve the right to randomly select another winner. Please note that competition prizes cannot be refunded or exchanged for cash alternative.