FAQs
Delivery
How long will it take to receive my order?
Once we have received payment, we will do our best to dispatch your order within 24 hours. During busier periods, dispatch may take slightly longer but this will usually be made apparent on our website before you complete your purchase. Usually it will take 5-14 days to reach you.
How do I track my order?
Log into your account, go to the order you wish to track and click ‘Track Shipment’. This will take you to the logistics website and tracking information. Alternatively, you can copy and paste your tracking number into the carrier’s website.
Returns
What is your returns policy and how do I return something to you?
We offer a 100% money-back guarantee on any purchase you make that does not meet your expectations. Simply get in touch with our team via one of the following methods within 14 days of receiving your order, and we’ll supply you reture address.
Live chat (bottom right corner of the website)
Email – sales@muciakie.com
Phone – 136 5183 7243
Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods.
Can I return an item for an exchange?
Of course! Simply, get in touch with our team via one of the following channels within 14 days of receiving your order
Live chat (bottom right corner of the website)
Email – sales@muciakie.com
Phone – 136 5183 7243
Once your goods have arrived at our warehouse, our returns team will process your exchange usually within 48 hours. Please note, this can take slightly longer during busier periods.
Payments
How can I pay?
We accept the following payment methods:
Visa and MasterCard
PayPal (online only)
Orders
Can I cancel my order?
If your order has not been picked by our warehouse team, then we can intercept and cancel the order. The best way to do this is by contacting our team on Live chat (bottom right corner of the website) as soon as possible after placing the order. If we are not open, please send an email to sales@muciakie.com with the subject heading ‘Cancel Order Request’. If possible, please also follow up with our team by phone on the next business day.
Can I amend my order?
If your order has not been picked by our warehouse team, then we can intercept and amend the order. The best way to do this is by contacting our team on Live chat (bottom right corner of the website). If we are not open, please send an email to sales@muciakie.com with the subject heading ‘Amend Order Request’. If possible, please also follow up with our team by phone on the next business day.
What if my order is wrong or contains defective items?
We have strict quality control measures in place for our products as well processes in our warehouse to prevent this from happening. In the unlikely event that you have received the wrong item, or your order contains defective items, please contact our team on one of the below channels:
Live chat (bottom right corner of the website)
Email – sales@muciakie.com
Phone – 136 5183 7243
If we have sent the wrong item, we will send out the correct item immediately as well as providing you with a pre-paid postage label to return the incorrect item.
If the product is faulty, we’ll arrange a replacement to be posted out and advise if we require the other item returning to us. We may request a photo to be sent across or the item to be returned for quality control purposes.
Shopping
Do you have a catalogue?
To move forward in line with our sustainability and environmental goals, we no longer produce printed catalogues. Allour products can be viewed directly on our website.
Warranty
What does the warranty cover and what isn’t covered?
We work hard to help our customers out with any product related issues you may have. We warranty out products to be free of defects in materials and workmanship that result in failure during normal usage.
Warranties are covered for the original purchaser (unless purchased as a gift) and from the time delivery occurred.
The warranty does not cover misuse, unauthorised modifications, and external causes such as acts of nature. The warranty does not cover general wear and tear or damage to any timergarden.com product used in connection with a timergarden.com product.
How do I make a warranty claim?
Please contact our team via one of the below channels:
Live chat (bottom right corner of the website)
Email – sales@muciakie.com
Phone – 136 5183 7243
You will be required to provide details of the original purchase made, such as name and address (order number if known), along with details of the product fault. Providing a photo or short video via email often speeds up the process and may be requested in some instances.
If the item cannot be repaired, items will be replaced with the same item originally purchased or closest available in our current product range. For items that cannot be replaced, we will offer a credit to be used on a future purchase or a refund.