Shipping & Refund Policy

General Shipping Information:

  • All orders are processed Monday to Friday (excluding public holidays) from 7am - 8:00pm local time.
  • Delivered within 3 – 7 business day
  • Shipping time may vary according to DHL Post time frames and Zones
  • Tracking advice will be send to your email once your order has been dispatched
  • Orders can take up to three business days to process before being shipped; this may be longer if there is a huge promotion taking place
  • In some cases, we may need to contact you before your order can be shipped.
  • To ensure there is no delay, please respond to any email/phone call from our Customer Service team.
  • All orders are shipped from our dispatch centre via DHL. Once exported from country of origin, parcels are transferred to your countries. For the most detailed tracking updates, please check your tracking number through DHL website directly.
  • ALL International orders may be subject to customs inspections and import taxes to your country, based on items being over a certain value set by your local authority. 
  • This is not within our control and we cannot pre pay these taxes. We advise contacting your local customs office to find out if/and how much these taxes may be. 
  • MEQUI TRADING will not mark your package as a "sample" or "gift" to avoid these taxes.

FOR LCL/FCL ORDER and Shipment

Please contact us at order@mtexportconnect.com to discuss the shipment terms for container order.

 

Refund Policy

Please Note: Jewellery, hair accessories, cosmetics and fragrances cannot be exchanged or returned for health and safety reasons.

The following items can only be replaced or refunded if faulty:

  • software
  • opened inks or toners
  • mobile phones, tablets, printers, laptops and PCs (and other technology products)
  • special customer orders

However, you must inform us through email within three days and return goods to us in their original condition, including the packaging, receipt and with all swing tags still attached.

Price Issue

If a product is charged at a higher price than stated on the current shelf ticket/label and the transaction has been completed the difference between the current shelf price and the charged price will credit to your bank account.

Whilst most general items are covered by our MEQUI TRADING guarantee, some items such as computer & electronics equipment are covered by manufacturer warranty.

What if an item does not fit?

If an item you have purchased online does not fit and you wish to exchange for a different size, please email or call us within three days of receipt and we will check the stock availability. Online orders can only be returned - must be in the original condition with all swing tags still attached.

We will contact you when we have processed your request. We recommend that you return your items via registered mail, to ensure a safe and documented delivery. MEQUI TRADING are not liable for the loss or damage of an item being returned.

Your return can take up to 5 working days to process from arrival.

Postage Costs

Postage costs for returning items will be at your own expense. If your item is faulty please contact us and we will arrange the return postage of your item/s

Any international order exchanges and change of mind returns freight cost will not be refunded. If returning an item for an exchange is faulty in original condition with tags along with the packaging and receipt, please contact us within three days from shipment arrival.

How do I return an item?

Online returns can be sent back to the Web Store within three days of receipt. Please ensure you have filled out the returns form along with the original invoice when sending your items back to us, please contact at customercare@mtexportconnect.com