FAQ

Placing an order couldn't be easier, simply follow these steps. 1. Click Add to bag to place the item you want to buy in your bag. 2. Once you have finished shopping, click on the bag icon to view the items in your bag and to pay. If you're happy with the items in your bag, click Checkout. 3. Enter your email address and password or if you're a new customer, register now. You will then be taken to the Confirm and Pay page. 4. Review and confirm the items in your order. 5. If you have a promo code or voucher to spend, you'll need to enter this under the Promo/Student Code or Vouchers tab. 6. Confirm your delivery address and delivery method. 7. Confirm your payment method and Place Order. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone. An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking Maqpro Greece is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

We offer a 40% discount for Makeup professionals and 20% discount for Beauty School students How to get your Pro discount Customer must have an active Maqpro Greece account to be eligible for the pro discount. Please send us a copy of your ID card as well as your company's full details (company name, full address, VAT registration number, contact details) via email. You will receive your Pro discount code via email shortly after. How to get your Student discount Customer must have an active Maqpro Greece account to be eligible for the student discount. Please send us a copy of your ID card as well as proof of study from your school. You will receive your Student discount code via email shortly after.

For more than 40 years, we have been creating and manufacturing high level make up products. This longevity is dedicated to our experience and our methods of work. We manufacture exclusively in France, which has, since 2012, earned us the label ORIGIN FRANCE GUARANTEE, that until today we are the only cosmetics company to hold in the world. Our products-several thousand references-are suitable for all categories of users from the general public to the most experienced professional, for all skin colors in all climates, which explains our presence in more than 30 countries.

We ship all of our products from Thessaloniki, Greece.

Maqpro Greece ships all over Greece and in countries where Maqpro Paris has no official distribution channel To check the official distributors per country visit www.maqpro.com

Using a discount code on your order? You can only use one per order

For special offers or flash sale packages the discount coupons and/or promo codes are not valid. Products marked as "Special Offer" or "Flash Sale" have already discounted prices.

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following: - We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. - The item(s) you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this. If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

We’re really sorry if you’ve received a faulty/incorrect item. Please get in touch with our Customer Care team and they will gladly help you further. Worn your favorite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded/replaced.

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you've chosen: Next-Day Delivery & Express Delivery - 15 minutes after completing your order. Standard Delivery & all other delivery options - 60 minutes after completing your order. To cancel your order please contact our Customer Care Team within the above mentioned timelines.

When you cancel the order the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we're not able to speed up this process. If the funds have not been released after 10 working days, please get in touch with our Customer Care team and we'll look into it further for you.

The pre-order consists in ordering an item that is not physically available in our warehouse at the time of purchase. Delivery times therefore differ from the usual order fulfillment times. In this case they will be specified within the product page and / or in the collection page. As pre-ordered products are still in production, the dates displayed shall be considered as provisional. We will inform you in case of delays. Before finalizing the order, please check if the product is in pre-order or not. Upon completion of the procedure, you will immediately receive a confirmation email containing your order number.

It will be possible to request the modification of the chosen product from those present in the collection offered as in stock/available. Our staff will check if the product you have chosen is still available and will respond to your request as soon as possible. From the moment the item is shipped, it will not be possible to request any changes to the pre-order.

If your order includes other products in addition to the pre-ordered one, we will proceed to send these items within the usual shipping times and we will proceed to a second shipment containing the pre-order product once the latter is ready to be sent.

Cancellations are allowed within 24 hours from the time you finalized the pre-order. To cancel your pre-order, write to our customer service via the contact form. Remember to provide the order number you wish to cancel and enter it in your request.

No, we do not accept returns due to hygiene reasons.

We are accepting all major credit/debit cards via Stripe We take your security very seriously, therefore your details are safe with us. We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorization by both us and the card issuer. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

1. Place your order again If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined. 2. Make the relevant checks To help ensure your order is not declined when placing a new order we suggest checking the following: Check the card details on your Maqpro Greece account to make sure the information is correct, e.g. the expiry date or your billing address. Make sure you enter the security code correctly - that's the three digit number on the back of your card. Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank. If you've checked all of the above, try paying with another card. 3. Next steps If your payment has been declined through the 3D secure security measures you’ll need to contact your bank for further information. Whereas, if you've received an error message, please contact our Customer Care team with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can.

Commercial invoice If you need a Commercial invoice, simply get in touch via email providing your company's full details & contact info and we'll arrange for one to be sent to you. maqpro.greece@gmail.com

Our customers' security is really important to us and we're committed to ensuring we keep our customers safe. In order to do this, we perform security checks on some orders. If we're unable to validate your order, we may get in touch to ask for a little more information from you. Part of our security checks may leave a soft footprint. We don't undertake any credit checks when confirming your order and rest assured these security checks won't affect your credit rating. In the unlikely event of unauthorised use of your card or payment method, you must report the transaction to your payment provider. We also recommend that you contact us – just get in touch with our Customer Care Team.