Costumer Service

FAQ

Orders

You can choose from the following payment methods:

  • Credit card (VISA, MasterCard, American Express)
  • PayPal
  • instant bank transfer (for Germany, Austria, Italy, the Netherlands and Belgium)
Your credit card details are not stored in your MAM Club account  

When you make a purchase, after logging in with your MAM Club account, the only information that appears is which payment method (e.g. credit card, PayPal) you used for your last purchase. 
If you delete your browser cache and cookies, this information will also no longer be displayed during your next purchase.

After completing your order, you will be redirected to an external page of our payment provider, where the payment will be processed directly after entering your credit card details.
A minimum order value of 19 euros applies to guest orders. For MAM Club members, the minimum order value does not apply. 
The maximum order value for the online store is 500 euros.
Unfortunately, orders by e-mail or telephone cannot be accepted.
Please enter the respective voucher code at the shopping cart stage, in the "Enter voucher code" field provided and click on the "Redeem" button. 



Please note that vouchers cannot be combined with other vouchers.

I can't redeem my MAM Club welcome voucher

Please note that the voucher can only be redeemed as a logged-in MAM Club member after entering the voucher code in the field provided:



For further questions please contact our customer service.

Please first check whether the voucher code has been entered correctly.
Please check the following other possible causes: 

  • The voucher is within the expiration date 
  • The voucher is only valid for orders placed by logged-in MAM Club members 
  • The voucher is subject to a minimum order value
  • The voucher has already been redeemed 
  • The voucher is only valid for selected products 
Please note that the voucher code loses its validity after payment or purchase cancellation. 
In this case, please contact our customer service.

After successful registration in the MAM Club you will automatically receive your voucher by e-mail. 
Please check your SPAM folder or contact our customer service.

As a logged-in MAM Club member, you have the option of being informed about product availability. 
Enter your e-mail address and we will notify you as soon as the item is available again.

After successfully completing your order, you will receive an order confirmation by e-mail.
As a MAM Club member, you can also track the current order status directly in your MAM Club customer account.
Please check your SPAM folder in your e-mail inbox first.
If you have not received an order confirmation, it is possible that the order or payment process could not be completed.
In this case, please contact our customer service.

After your order has been received, you will receive your invoice by e-mail.
As a MAM Club member, you can also retrieve your invoice directly in your MAM Club customer account.
Please check your order details carefully. 
Unfortunately, a subsequent change/cancellation of the order is not possible. 
You have the option of refusing to accept the package or returning the goods to us as normal. 

You can find all information about returns here

If your parcel cannot be delivered due to an incomplete or incorrect address, it will also be automatically returned to us. 
On receipt of the return, we will send you a confirmation email and arrange the refund.

Delivery

Here you will find an overview of the countries we are able to provide delivery to
MAM Club members order with a value of 19 euros or more qualify for free shipping. 
For guest orders and orders as a MAM Club member with an order value of less than 19 euros, shipping costs will be added.
Customs costs and fees incurred for orders outside the EU shall be borne by the customer.
The delivery time is indicated in the shopping cart and is currently around 4-5 working days, this excludes personalised products.

MAM Individual products are made especially for you and therefore have a longer delivery time of around 16-20 working days.
For the sake of the environment, we send personalized and standard products together in one package.
As a MAM Club member, you can track the current order status directly in your MAM Club customer account.

After your order has been shipped, you will receive a shipping confirmation with your tracking number. 
You can use this number to check the delivery status of your order.

In your MAM Club customer account, you can also access the shipping service provider's tracking directly.
Unfortunately, once your order has been processed, your delivery address can no longer be changed by us.
However, if your parcel has already been sent, you can contact the respective shipping partner directly and change the delivery address as necessary.

If your parcel cannot be delivered, it will be automatically returned to us. 
On receipt of the return, we will send you a confirmation email and arrange the refund.
Unfortunately, delivery to a Pack station or P.O. Box is not possible.
You can track the exact parcel status via the tracking link of our shipping partner in your shipping confirmation or in your  MAM Club customer account.
If your delivered parcel cannot be found, please contact our customer service.

If your parcel arrives damaged, you have the following options:

a) Refuse to accept the parcel
In this case, it will be automatically returned to us. Please take a photo of the damaged parcel - if possible - and contact our customer service .


b) Accepting the parcel and reporting damage directly to the parcel deliverer
In addition to your signature, the parcel deliverer will note that the parcel was delivered damaged.
Please take a photo of the damaged parcel and keep the damaged box in case the delivery service has any queries.

Your parcel was not delivered in person?
If your damaged parcel was not delivered in person, you have the following options:

a) The damage can be reported to a UPS/DHL/Post office within 7 days. 
For this purpose, the shipment received must be presented in its entirety, including cardboard boxes/packaging.
Please take a photo of the damaged parcel and contact our customer service.


b) Contact our customer service team immediately
Take a photo of the damaged box and keep it for any further queries.
Please contact our customer service immediately.  
Take a photo of the damaged product, as well as of the outer packaging and box, and keep them for any further queries.
Please send a photo of the incorrect product to our customer service. 
We will arrange for the correct item to be reshipped to you quickly.
If a product is missing, please contact our customer service immediately - but at the latest within 3 days of receiving the package.

Please send us a photo of all products received as well as the outer box. 
Please include your order number as well as the item number and name of the missing product.
Please send a brief description and photos of the complaint to our customer service, stating the order number and item number. 

We ask you to report product defects to us immediately - but at the latest within 2 months of their occurrence.
Customs costs and fees incurred for orders outside the EU shall be borne by the customer.

Returns

You can return MAM products within 14 days, provided they are still in the original packaging and unopened. 

MAM Individual products are made especially for you and are therefore excluded from return. 

When will the purchase amount of the returned products be refunded? 

After you have submitted your return to the shipping partner, the processing takes about 14 days.
Once we have received your return, you will receive a confirmation by email. 

The refund of the purchase amount is usually made within 3-4 working days after receipt of the return via the payment method you selected when placing your order. 
Once the product packaging or seal has been opened or the product has been used, the item can unfortunately no longer be returned or refunded for reasons of hygiene.

In the event of a product complaint, please contact our customer service.

The customer shall bear the costs of the return.
Unfortunately, a direct exchange is not possible. 
You can, however, return your order within 14 days and place a new order. 

MAM personalised products are made especially for you and are therefore excluded from return.

Find return details here

Disposal

How shall electrical MAM products be disposed?

Do not throw away the appliance with the normal household waste at the end of its life, but hand it in at an official collection point for recycling. By doing this, you help to preserve the environment. Please contact your local authority for further details of your nearest collection point for WEEE.

If a lithium-ion battery is built in: DO NOT remove the battery yourself. As the battery needs to be collected, please ask for help to remove the battery from the appliance at a recycling location.