FAQ

FAQ
ORDER AND PAYMENT
Do I need to register to buy products at www.mausmaky.com?
– No. Products can be purchased without registration, but registered users have many benefits. Registered users can manage their orders more easily, especially when it comes to replacements and returns. Also, registered users first have access to exclusive information and discounts. Please check the Privacy Policy to learn which personal information we collect when you register and which purposes we use it for.
How can I know if the glasses will fit my face?
– Every product on the website www.mausmaky.com has the specified eyewear dimensions. The dimensions show the width of the lens, the distance between the lenses and the length of the handle. If you are unsure whether the glasses would fit your face, we suggest that you consider the dimensions listed for each glasses. Compare these dimensions to the dimensions of other glasses you have worn before. If you have any further questions, please contact the customer service at: [email protected]
Are there promotional discounts and discount codes?
– Of course! The seller will occasionally offer various deals, discounts and discount codes. It can be part of seasonal sales, holidays, cooperations, etc.
Where and how can I use the discount code?
– The discount code is entered into a specially provided field during the order process. After the code is entered, the price will be deducted for the code amount.
Can I use more than one discount code?
– No. You can only use one discount code per order, and they cannot be used with other promotional codes.
What if I forget to enter a discount code?
– Once the order is completed, it is no longer possible to use the discount code for it. The promotional code can be used for the following orders, but it is necessary to enter it before the order is completed.
How do I know that the order is correctly made?
– After you have submitted the order, we will send you an e-mail confirming that we have received your order. This e-mail confirms that your order was received and if you do not receive an e-mail receipt, please contact our Customer Service at: [email protected]

How do I know my order is already on the way?
– After submitting your order to the delivery department, the delivery service will send you an email with the number and the link to track your order. You should wait a few hours before checking your order status. Keep in mind that the delivery service only works on working days and it takes several hours for the tracking number to be entered into the system.
Can I cancel my order?
– If you would like to cancel your order, please contact us as soon as possible by e-mail: [email protected] We will do everything to cancel your order, but in some cases, it will not be possible. Once the order has been sent, it is no longer possible to cancel it.
Can I change the delivery address?
– Changing the delivery address is not always possible. Contact the Customer Service at [email protected] We will do everything to make sure the shipping address is changed before the order leaves our warehouse. Unfortunately, once the order has been sent, the delivery address can no longer be changed.
Can I make changes to my order once the order is completed?
– Unfortunately, once the order is completed, it can no longer be changed. You should contact Customer Service as soon as possible at [email protected] to cancel your current order and make a new one. Please note that once the order is sent, it can no longer be cancelled.
How do I pay for my order?
– To pay for your order, you can use the following payment methods:
o Credit and debit cards: Visa, MasterCard, Maestro, Diners and American Express
o PayPal
Will my payment data be secure?
– All transactions are directly managed by payment service providers, through secure encryption and strict banking standards.
– Card information is sent directly to the bank and no one except the bank has access to that data, therefore not even the Seller.

DELIVERY, DELIVERY COSTS AND ORDER MONITORING
How long will my order take to arrive and what are the delivery costs?
– Delivery times and costs are listed in the table:

COUNTRY PRICE DELIVERY TIME (Working days)
EU FREE 1-4
UK FREE 1-3
Rest of Europe FREE 2-5
US FREE 2-6
Australia €12 3-7
China €15 4-7
Rest of the world €15 3-7

– The delivery time is expressed in working days and runs from the day the delivery service took over the package.
Do I have to pay customs duties?
– All orders are sent from Croatia (EU). The customs duties are not charged in the UK and EU member states.
– Customs and extra charges are not included in the price.
– The seller is not responsible for possible customs duties and additional charges.
– For more information, check the state laws on import, customs and excise duties.

Can I track the delivery of my order?
– The seller uses the services of the delivery companies whose consignments can be tracked so that you know where your order is located at any moment. You will receive an e-mail with delivery tracking information when your shipment is taken over by Delivery Company, i.e. once it leaves the Seller’s warehouse.

Where is my order and how can I track it?
– Our goal is to send you your order within one working day (Monday to Friday). If you made an order on Friday night, your order will be sent the first working day (Monday).
– Once your order has been sent, your e-mail address will receive a shipping confirmation with a number and the link to track your shipment. If you have not received a shipping confirmation, check the spam mailbox because automated emails sometimes end up there.

What if I am not in when my order arrives?
– Someone should be at the delivery address to take over the package and provide shipment signature. But, don’t worry because our delivery service makes three delivery attempts. If they don’t find you at the delivery address for the first time, you will be notified about other delivery options. This may include changing the shipping address, changing the delivery time or possibility of taking over the shipment personally.

RETURNS AND COMPLAINTS
I was delivered the wrong product. What shall I do?
– If you have received the wrong product, please contact our Customer Service at: [email protected] or write to: Parallax d.o.o., Tomislavova Street 11, 10000 Zagreb, Croatia. Parallax is committed to solving problems as quickly as possible and removing all possible inconveniences. Upon receipt of your request, the Customer Service will let you know about the next steps.

I received a damaged product. What shall I do?
– Parallax takes product quality very seriously, so each product undergoes a stringent quality control process and we strive to ensure that your order is delivered in a perfect condition. However, if your order has a defect or error, please contact the Seller within the specified time at [email protected], or in writing to the product return address, stating that product is being returned with the attached photograph and a detailed description of the deficiencies noted. Upon receipt of your request, the Customer Service will let you know about the next steps.
Can I return the product?
– In accordance to our Product Return Policy, if you are not happy with the product you received, you can return it within 14 days.
What is the deadline for product return?
– To return the product, please fill in the Return Form (Unilateral termination of the contract) and send it to our Customer Service at: [email protected] or post it to: Parallax d.o.o., Tomislavova Street 11, 10000 Zagreb, Croatia. The deadline for product return and refund is 14 days after receipt of the product. The product must be unused, undamaged, in its original packaging and with everything that was included with the product. It is very important to request a refund before sending the product back. Parallax is not liable for products that are returned without the prior request for refund. If you have a problem or need help, contact us by email at: [email protected] Upon receipt of your request, the Customer Service will let you know about the next steps.
Can I replace the product?
– Parallax does not offer the possibility of product replacement.
– Replacement of the product is only possible in case of product complaint due to damage or manufacturing defect. In this case, an identical product model is delivered. If the Seller is unable to deliver an identical product model, then there is a possibility of choosing another model or refund.
– If you want to replace the product, you can choose the option of product return within 14 days of the order receipt and then order a new product. In that case, the Buyer shall bear the costs of product return.
Who bears the product return shipping costs?
– The cost of product return is borne by the Buyer.
Who bears the costs of the product return in case of a complaint (in case a damaged product or a product with manufacturing defect was delivered to a Buyer or in case the wrong product was delivered)?
– In the event that the customer has received the wrong, damaged or defective product, the cost of the return is borne by Parallax.
How and when will my money be refunded in case of return / product complaint?
– Refunds are made in the same manner as payment made by the Buyer. The refund period is within 14 days after Seller has received the returned product and approved the refund.

MAINTENANCE, USE AND QUALITY
How do I care about the product?
– Proper sunglasses care maintains their quality and extends lifespan.
– Do not put the glasses facing down, as this may scratch the lenses.
– When not wearing them, keep the sunglasses in the protective case. This will protect the frame and lenses from damage.
How do I clean my sunglasses?
– Use a mild soap and water to clean the glasses and avoid contact with any solvents or alcohol.
– Clean the glasses with a clean, soft cloth as impure and rough cloths can adversely affect the filter properties. Use only original accessories and replacement parts.
What else can I do to protect my sunglasses?
– Do not leave sunglasses on a car dashboard or anywhere else where they can be exposed to direct sunlight and very high temperatures as this may damage the lens coatings or the eyeglass frame.
– Keep the sunglasses in the protective box in a dry place and at temperatures ranging from -10 ° C to + 35 °C.
Which purposes I cannot use my sunglasses for?
– Not suitable for direct viewing into the sun or for observing the Solar Eclipse.
– Not suitable for UV protection against artificial light sources (e.g. in tanning solarium).
– Not suitable for protecting the eyes from the mechanical shock danger.
– Not suitable for driving at night or in low visibility conditions.

What’s the quality of Maus Maky’s sunglasses?
– Parallax uses the latest technology and the best materials in the production of its products. Also, Parallax implements quality control throughout the production process to ensure that all products meet the highest standards of health and safety.
– Maus Maky products guarantee maximum eye protection. The lenses are made of the highest quality materials, so we differ the PC, CR-39 and real glass lenses. All lenses are of category 3 and have UV 400 filters and are characterized by high optical precision.
– All Maus Maky frames are made of the finest materials such as hand-made cellulose acetate, TR90 and Japanese stainless steel. The materials are specially designed to make the frame light, comfortable and mechanically sturdy.

Which standards Maus Maky sunglasses meet?
– In accordance with the Directive 89/686 / EEC
– In accordance with US FDA 21 CFR 801.410
– Croatian standard HRN EN ISO 12312-1: 2013 / A1: 2015

GENERAL INFORMATION
Where else can I buy Maus Maky products?
– For now, Maus Maky products are available exclusively at the web shop www.mausmaky.com.
When do I need to contact PayPal?
– Keep in mind that we do not have access to your PayPal account so you will need to contact them if you want to open PayPal account, change your password, check transaction status, or if there is any other PayPal-related issue.
I want to work in Maus Maky!
– If you want to work with us, you can send us your resume via email [email protected] and we will store it in our database. If we need an employee of your profile, we will contact you.
I want to sell Maus Maky products in my store.
– If you are interested in becoming an authorized Maus Maky product retailer, please contact us at [email protected]
I want to cooperate with Maus Maky.
– If you want to cooperate with Maus Maky, contact us at [email protected] and suggest your ideas, wishes and terms of cooperation.
Products won in prize games
– Products awarded through our social networks do not have commercial value, and therefore no any kind of guarantee. If you find any defect in the product, please contact our customer service at [email protected] as soon as possible. Replacements and refunds will not be accepted.
How can I contact Maus Maky?
– Maus Maky can be contacted by email at: [email protected] and in writing to:
Parallax d.o.o.
Tomislavova Street 11
10000 Zagreb, Croatia