Call us on 01273 495235

Customer Support

OK you need some help or have a problem, lets see if we can sort it out quickly and most of all make it as stress free as possible.

Below you will find all the information and contact points you need to sort our your problem.



Contact Customer Support

If you have any problem with your order please get in touch with our customer support team via email. They will then sort your problem out as quick as possible.

Please remember our customer support team are here to help you, so please be nice to them. It'll make their day ;0)

Our office hours are Monday to Friday, 9.30am to 5.00pm. Sorry we are unable to answer emails over weekends, bank holidays or evenings.

We aim to answer all emails within one working day.

Please feel free to contact us on:

Maikai Ltd
6 Henfield Business Park
Shoreham Road
Henfield
West Sussex
BN5 9SL
UK

Telephone: +44 (0)1273 495235
Email: hello@maikai.co.uk

Delivery Information

Order before 3.00pm, Monday to Friday for same day dispatch. All items are in stock.

UK Delivery

1st Class Post - FREE
1st Class Post Recorded - £2.00
Guaranteed Next Working Day - £5.00 - (If you order on a Friday then you will receive your order on Monday)

Most orders are received within 1 or 2 days, but this is not guaranteed.

Europe & Rest of the World Delivery

Royal Mail Airmail 1st Class Post - FREE

Most orders are received within a week for Europe and within 10 days for the rest of the world, but this is not guaranteed.

 

Delivery times, lost post & orders not arriving

All orders are dispatched the same day or next working day.

After an order has been dispatched we are in the hands of the postal system, who on occasions lose items and sometimes can be very slow. This is as frustrating for us as it is for you.

If your order hasn't arrived within 14 working days in the UK or 21 working days outside the UK we will send out a replacement via recorded delivery. Sorry we can't send out replacements before this time.

If your order hasn't arrived please contact us via email or call our customer support team on +44 (0)1273 495235

Returns, Refunds and Warranty

We offer a 14 day no quibbles money back guarantee on all products sold.

All items must be returned within 14 days to receive a refund.

If you would like to return your item, please contact us via email.

Item not as described, faulty, damaged or incorrect

If you feel your item is not as described, faulty, damaged or is the wrong item, we will exchange it or issue a full refund straight away. We will also pay for the return postage.

Changed your mind

If you have changed your mind, want to return or exchange your item, the item needs to be unused and in the original packaging to receive a full refund.

We will deduct our initial postage and packaging cost from the total amount refunded.

If the item has been used or the packaging is damaged we reserve the right to charge a discretionary restocking fee.

If the item is no longer saleable we can't offer a refund.

You will be charged the additional postal cost for sending out the new item you are exchanging.

Returns address

Your order will come with a peel off returns address label on the packing slip; please use this when returning items. If you no longer have the returns label our address is as follows:

Maikai Returns
6 Henfield Business Park
Shoreham Road
Henfield
West Sussex
BN5 9SL
UK

Please ensure you include your full name, email address, delivery address, original order reference number and reason for return.

Please send items Recorded Delivery (Not to be confused with the more expensive Next Day Delivery) as we are not responsible if a returned item is lost in the post. If your items doesn't arrive back we can not refund you.

Refunds

Once we have received your item back we will refund your Paypal account or creditcard straight away.

If you raise a "Paypal Dispute" before we have received your item back, we will not be able to issue a refund straight away as Paypal will put a hold on your payment until they have completed an investigation into the dispute, which can be up to seven days.

So please email first via if you have any problems.

Warranty

All our items come with a full manufacturers warranty.

Privacy & Security

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will not e-mail you in the future unless you have given us your consent.

We will give you the chance to refuse any marketing e-mail from us in the future.

The type of information we will collect about you includes:

  • Your name
  • Address
  • Phone number
  • Email address

Maikai DOES NOT store any Credit Card information such as: Credit Card Numbers, Expiry Dates or CCV Numbers. All Credit Card payments are processed through Paypal and are fully PCI DSS compliant.

We do not collect sensitive personal information about you.

The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

We do not pass on your details to third parties.

 

Terms & Conditions

These terms and conditions shall be governed by and construed according to English Law.

Although Maikai will endeavour to ensure the accuracy of all information made available on the web site, neither Maikai nor any directors, employees or other representatives will be liable for damages of any kind arising out of or in connection with the use of this site.

Prices and availability information is subject to change without notice.

All prices quoted include VAT at current UK rate. We are unable to supply any products exclusive of VAT to delivery addresses within the Channel Islands.

All goods remain the property of Maikai until paid for in full.

By purchasing a product you are agreeing to the above Terms and Conditions.

Acceptance of your order and completion of the contract between you and us will take place upon dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.

None of the above affect your statutory rights as a consumer.

The content of the Site is protected by copyright, trademark and other intellectual property rights as applicable and is provided solely for your own use. Republication or redistribution of any of the content available on the Site including by framing or similar means is prohibited.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Fraud Prevention Scheme. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by following the procedure set out in our privacy policy.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.