What forms of payment do you accept through the web site?

We can gladly accept the major credit and debit cards from: Visa, Maestro, MasterCard and Pay Pal.

I'm registered for VAT - is VAT included in these prices?

UK VAT (20%) is included in all of our pricing. If you are business placing an order you can contact us with your VAT number and we can ship without charging VAT.

I'm overseas and want to order a product on your web site. Is that possible?

Unfortunately, we are only authorised to sell Novoflex in the UK & Ireland.
If you have questions about delivering to your country, you can contact us at info@novoflex.co.uk

What shipping methods do you use?

We ship from our UK warehouse using UPS or DPD depending on the parcel size.

What is your return policy?

Please see our Terms and Conditions of Sale here  

Do your products carry a warranty?

Yes, all our merchandise is new from the factory, and is covered by a 2 year manufacturer's warranty.

I forgot my login ID and/or password. How do I change it?

To change your login or password, click on the "Sign In" link in the upper left hand corner to go to the Customer Login page. Once on the Customer Login page, you can click on the "Forgot your password?" link to reset your login information.

Will my credit card information be safe? How about my personal information?

MAC EU uses Global Payment & PayPal as payment gateways to complete your purchase. Your credit card data is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa and MasterCard.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

Can you re-route my delivery?

We process all the orders we receive daily. Once they have been processed and sent to our warehouse for packing and shipping, your order cannot be changed. Please contact us via our orders@macgroupeu.com for further advice.

How long does it generally take to process an order?

It takes 1-2 working days for us to process an order, pack it and ship it. Once the order has shipped, it takes 2-3 working days for delivery.

What should I do if an item is missing from my order?

First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please contact us at orders@macgroupeu.com if you are unable to locate an item.