Questions, answered.

16 entries · 5 sections

Shipping

№ 01 · 4 questions

1.1How fast do you actually ship?

Order before 15:00 GMT on a working day and your order leaves our Luton warehouse the same day — Royal Mail tracked, 4–6 working days door to door. You get the tracking number by email the moment it ships.

1.2What does shipping cost?

Nothing, on every UK order — no minimum spend, no surprises at checkout. International rates are calculated automatically at checkout based on destination and weight.

1.3Are orders insured in transit?

Orders over £30 are insured automatically at no extra cost, covering the full invoice value, with signature on delivery. Orders under £30 ship uninsured unless you request otherwise at checkout. If anything arrives damaged or goes missing, tell us — we handle the courier claim, you don’t chase anyone.

1.4Why do some items take longer?

A small part of the catalogue ships from our Hong Kong office via 4PX tracked mail — 6–8 working days to the UK, 6–7 days to the USA. Where that applies, it’s stated on the product page before you order, not discovered afterwards.

Orders & tracking

№ 02 · 3 questions

2.1How do I track my order?

Your tracking number is emailed the moment your order is dispatched. You can also check status any time at maibo.uk/track-order with your order number and email address.

2.2Can I change my address or cancel an order?

Yes — if it hasn’t been dispatched yet. Because we ship same-day, the window is short: message us on WhatsApp straight away and we’ll catch it if it hasn’t left. Once dispatched, we can’t redirect a parcel — but the 30-day return policy has you covered.

2.3Can I get a VAT invoice?

Every order, on request — email your order number to [email protected] and it’s on its way. Trade customers receive one with every order automatically. Maibo Limited is registered in England & Wales, VAT No. GB0439164480.

Payments

№ 03 · 3 questions

3.1Which payment methods do you accept?

Visa, Mastercard, American Express and Maestro; PayPal with guest checkout (no account needed); and UK bank transfer for repeat and B2B customers.

3.2Is my card data safe?

Yes. Checkout runs over SSL through PCI-compliant gateways, and your card details go directly to the payment processor — they never touch our servers and are never stored by us. We’re fully GDPR compliant.

3.3Does PayPal buyer protection apply?

It does. Orders paid via PayPal are covered by PayPal’s purchase protection, which includes full refunds for eligible claims — on top of our own 30-day return policy, not instead of it.

Returns & warranty

№ 04 · 4 questions

4.1What is your return policy?

30 days for change-of-mind returns on unused items in original sealed condition — no restocking fee, no interrogation. For faulty or damaged items the window extends to 60 days and we cover the return postage with a prepaid label.

4.2Can I return an item if I’ve opened the box?

For change-of-mind, no — once the seal is broken we can’t sell the item as new, so we can’t take it back. If the item is faulty or not as described, that rule doesn’t apply: defective items are covered whether the seal is intact or not.

4.3What warranty do products carry?

Every product carries a 12-month warranty — including end-of-line and discontinued stock. Claims are handled by us directly, not a manufacturer call centre: faulty units are replaced, or refunded if we can’t replace them.

4.4How do I start a return?

Email [email protected] or message us on WhatsApp with your order number and what’s wrong. Faulty or incorrectly sent items get a prepaid return label; change-of-mind returns you post back to us. Your refund is processed as soon as the item arrives back — typically within a few days.

Trade

№ 05 · 2 questions

5.1Do you offer dropshipping or wholesale?

Both. Dropshipping has no minimum order — we ship blind to your customer in neutral packaging, same-day before 15:00 GMT. Wholesale starts at £100 with volume pricing. Applications are reviewed personally and approved within 24 hours: read how the programme works →

5.2Why do you sell discontinued models?

Because that’s where the value is. Much of our range is genuine end-of-line stock — sealed, sourced through authorised channels, cheaper because it’s been superseded, not because anything is wrong with it. A discontinued Sennheiser is still a Sennheiser. Everything carries our 12-month warranty regardless of production status.