Customer Service

Exceptional Customer Service, Contact us today.

At Mivashop we pride ourselves with our customer service. Our goal is to work hard to minimize issues. We will always communicate with you and will always work with you to solve any issues that may arise in a timely manner in order to keep you happy.

Thank you


ORDERING FAQS


How can I find a specific item online?
To search and quickly find a specific item please use our search page.

How do I place an order?
Once you have added an item to your shopping bag, you can start the checkout process by selecting “checkout” from the shopping bag bar at the top of your screen.

Do you accept international orders?
Yes, we currently take orders from Africa and ship anywhere in the world.

Can I cancel my order?
Once an order has been shipped, it cannot be cancelled. If you are not fully satisfied with your purchase, based on your purchased product you may have the option of returning it following our return policy.

PAYMENT FAQS


We accept coupons, certain gift cards and the following credit cards and payment methods:
paymethods1


Cash on Delivery
Many products in pour store qualify for cash on delivery. This means that you will place the order but will pay us cash when we deliver the order to you at your home, office or when you pick up the order at any of our pickup locations. You will get the option to select cash on delivery at checkout.


Payment with MivaMoney and also how to buy or top up my MivaMoney Webcard (MMW)
We make it easy for people without a major credit card or paypal account to pay with MivaMoney Webcard which is our own card system that is equivalent to Money that can be used to purchase online in our stores.
1 MivaMoney = 1 US Dollar
MivaMoney can be purchased in our locations or partner shops in your country or directly online or via an online transfer or wire. Regular currency conversion rates apply. They can also be given out as gifts. The MivaMoney webcard or MMW is essentially an easy to use, reloadable debit card that is safe, secure and convenient for you.
Click here to buy MivaMoney Webcard

Will I be charged sales tax on my order?
All Items shipped to addresses in the State of Georgia or the State New York will be charged State Tax as required by Georgia and New York Tax law. We do not charge sales tax for order with shipping addresses outside of the States of Georgia and New York.

Is it safe to shop at Mivashop with a credit card?
Mivashop is proud to offer its customers a fully secure shopping environment. No credit card information is kept in our database and we use PayPal or Stripe for all our credit card transactions. All communication with PayPal and Stripe is encrypted and other confidential information are encrypted using SSL technology. Your credit card information will not be retained once you make a purchase.

SHIPPING & DELIVERY FAQS


How long will it take for my order to be delivered?
We offer same day delivery for most orders in your country in Africa. Otherwise allow 3-10 business days for delivery for standard shipping for all orders. Big quantity orders and some special orders are shipped via sea and may take a month to arrive. If an item in your order is unavailable/Out of Stock, or if there are any other problems with your order that may cause a delay, we will notify you immediately via email.

Do you ship on the week-end?
We do NOT ship on the week-end or during Holidays. We ship Monday through Friday. So orders placed on the week-end will start processing on Monday or the next business day if Monday is a Holiday.

Do you ship Internationally?
Yes we ship to all continents

RETURN POLICY


Important: In order to return merchandise, an RMA number must be obtained from our customer service department.

If you are not completely satisfied with your purchased item, please notify us immediately.

Upon approval an RMA number will be assigned to your request and you will be notified. Upon the issuance of an RMA number, simply return the item back to us within fifteen (15) days for a full refund (less any shipping and handling charges).

Exchanges
Also, if you need to exchange your product for a different size, color, or style, please notify us immediately and fill out the Return authorization form.

Upon approval an RMA number will be assigned to your request and you will be notified. Upon the issuance of an RMA number, just send the item back to us and we will promptly ship you the new product (depending on stock availability).

Note:

  • Only unwashed, unworn, or defective merchandise may be returned. Returns must be 100% in resalable condition, with all original packaging, and contents.
  • Shipping costs incurred to return the product to us will not be refunded.
  • We do not offer refunds or exchanges on Bath & Body, Skincare or Haircare or some products due to health reasons.
  • Please make your selections carefully.

Please send the item back to us at the address we provide you on the RMA response using any traceable shipping method. Any package that has not been received by Mivashop and tracking information cannot be provided, will be the sole responsibility of the shipper. Once we receive your package, we will exchange or refund as you instruct.

**Please allow up to 30 business days to process your return or exchange.

No refunds or exchanges will be made after fifteen (15) days under any circumstances. Returns must be 100% complete, in original and resalable condition, with all original packaging, and contents. Only unwashed, unworn, or defective merchandise may be returned. We reserve the right to refuse a return on any product that does not meet these requirements. We are not responsible for lost or stolen packages. Please use a shipping method that can be tracked. We recommend you insure the parcel when shipping higher-priced items. Packages must be returned prepaid we do not accept C.O.D. deliveries. We will only refund shipping charges if we’ve sent the wrong item. Subsequent to an approval authorization, we can only credit the credit card used for the original purchase. Please allow 1 to 2 billing cycles for the refund credit to appear on your statement. Refused returns or exchanges will be shipped back to the customer at the customer’s expense.

PLEASE NOTE : As soon as we receive your returned item we will send you a confirmation e-mail to notify you of your refund in the amount you paid for this item.

Undeliverable Packages:
If your package is returned to Mivashop marked as “refused”, “unclaimed”, or “undeliverable”, a refund will be issued for the merchandise only. Shipping charges are non refundable.

We reserve the right to change this policy anytime without any advance notice.

CONDITIONS OF USE


OUT OF STOCK ITEMS:
Sometimes due to high demand it may happen that some products might not be in stock. In the event that a customer orders an item that is not in stock, We will notify the customer immediately via email or phone call upon order and will promptly give an estimate of how long it might take us to fulfill such an order. 90% of the time the delay is no more than 2 weeks.

PRIVACY:

Your privacy is important to us. We never share your information with any third party. Please refer to our privacy policy for more details.

CREDIT CARD SECURITY:

We never keep your credit card information in our database nor do we keep it in a file anywhere. We employ secure checkout through Paypal, Google, Authorize.net and other third party secure merchant systems. Your online credit card transactions through our websites are secure. We employ the latest SSL (Secure Socket Layer) technologies. Please refer to the security section of our privacy policy for more information on our security measures.

COMMITMENT TO QUALITY:

We are absolutely committed to offering only quality products. Quality is a fundamental part of our service offerings, That is why we have teamed up with reputable companies across, Africa, The U.S., America, Europe and the World to offer only quality products to our customers.