Last Updated: September 21, 2026
Welcome to our Frequently Asked Questions page.
Below you can find answers to common questions about ordering, payment, shipping, delivery, tracking, returns, refunds and customer support.
If you cannot find the information you need, please contact us at support@mvshh.shop.
1. Where do you ship?
We currently ship to eligible destinations throughout Europe.
Shipping availability may depend on:
- Destination country;
- Postal code;
- Carrier coverage;
- Product availability;
- Customs requirements; and
- Local delivery restrictions.
Available shipping options will be displayed during checkout where applicable.
2. How long does order processing take?
Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Processing may occasionally take longer during:
- Public holidays;
- Promotional periods;
- High order volumes; or
- Other exceptional circumstances.
3. How long does delivery take?
After dispatch, estimated delivery time is generally 5–7 business days.
Please note that this estimate does not normally include the initial 1–2 business day processing period.
Therefore, the normal estimated total timeframe from order placement to delivery is approximately 6–9 business days.
Delivery may occasionally take longer because of customs processing, carrier delays, severe weather, public holidays or other circumstances outside our reasonable control.
4. How much does shipping cost?
We currently offer:
Standard Shipping: Free
If any alternative or additional delivery service carries a charge, the applicable shipping cost will be displayed during checkout before you complete your order.
5. How can I track my order?
Where tracking is available, you will normally receive tracking information after your order has been dispatched.
Your shipping confirmation may include:
- Carrier name;
- Tracking number;
- Tracking link; and
- Dispatch information.
Tracking information may take approximately 24–48 hours after shipment to become active.
If you have difficulty tracking your order, please contact:
Email: support@mvshh.shop
Please include your order number.
6. What payment methods do you accept?
The payment methods available for your order will be displayed during checkout.
Depending on the order and destination, available methods may include:
- Cash on Delivery (COD);
- PayPal, where displayed during checkout; and
- Other payment methods made available through the checkout.
Only payment methods actually displayed during checkout are available for the relevant order.
7. Do you offer Cash on Delivery (COD)?
Yes, Cash on Delivery (COD) may be available for eligible orders where it is displayed during checkout.
With COD, payment is made when your parcel is delivered.
COD availability may depend on:
- Destination country;
- Postal code;
- Product;
- Order value; and
- Delivery provider.
If COD is not available for your order, it will normally not appear as a payment option during checkout.
8. How do I pay for a Cash on Delivery order?
Where COD is available, payment is collected when the parcel is delivered.
Depending on the courier and destination, payment may be accepted:
- In cash;
- In the exact amount requested by the courier; or
- Through another payment method supported by the delivery provider.
The available payment method at delivery is determined by the relevant courier.
9. Do you accept PayPal?
PayPal may be available where it is displayed as a payment option during checkout.
If PayPal is available, you may be redirected to PayPal to authorize and complete the transaction.
We will never ask you to provide your PayPal password or account login credentials by email or telephone.
10. Is payment secure?
We take reasonable measures to maintain a secure checkout environment.
Where online payments are available, payment information may be processed directly by Shopify or independent payment service providers.
For your security:
- Use only payment methods displayed through our official checkout;
- Never send passwords by email;
- Never provide banking login credentials to customer support; and
- Contact us if you notice suspicious payment activity.
11. Can I change my order?
If you need to change your order, please contact us as soon as possible:
Email: support@mvshh.shop
Telephone: +64 21 584 9498
Please provide your order number and explain the requested change.
If the order has already entered processing or has been dispatched, we may no longer be able to modify it.
12. Can I cancel my order?
Please contact us as soon as possible if you wish to cancel an order.
If the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to cancel it.
Once an order has been processed or shipped, ordinary cancellation may no longer be possible.
Any statutory cancellation or withdrawal rights remain unaffected.
13. Can I change my shipping address?
If you notice an error in your shipping address, please contact us immediately.
Email: support@mvshh.shop
Please provide:
- Your order number;
- Incorrect address; and
- Correct delivery address.
If the order has not yet been dispatched, we may be able to update the address.
Once an order has been shipped, we cannot guarantee that the delivery address can be changed.
14. What should I do if my order is delayed?
First, check the tracking information provided with your order.
Delivery may occasionally be delayed because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation disruptions; or
- Other circumstances outside our reasonable control.
If there has been no meaningful tracking update for an extended period, contact:
Please include your order number and tracking information.
15. What should I do if my parcel appears to be lost?
If your parcel appears to be lost, please:
- Check the tracking information;
- Confirm your delivery address;
- Check whether another household member accepted the parcel;
- Check designated delivery locations;
- Review any carrier delivery notice; and
- Contact the carrier where appropriate.
If you still cannot locate the parcel, please contact us at:
We will review the available delivery information and assist where appropriate.
16. What should I do if my product arrives damaged?
Please contact us promptly if your product arrives damaged.
Please provide:
- Your order number;
- Description of the damage;
- Photographs of the product;
- Photographs of the packaging;
- Photograph of the shipping label; and
- Video evidence where relevant.
Please retain the original packaging while the issue is being reviewed.
Depending on the circumstances and applicable law, an appropriate remedy may include replacement, repair, return or refund.
17. What should I do if I receive the wrong product?
Please contact us promptly at:
Please provide:
- Your order number;
- Photograph of the product received;
- Photograph of the shipping label; and
- Description of the problem.
We will review the issue and provide the appropriate instructions.
18. What should I do if something is missing from my order?
If a product, accessory or component is missing, please contact us.
Please provide:
- Your order number;
- Description of the missing item;
- Photographs of the items received;
- Photographs of the packaging; and
- Photograph of the shipping label.
We will review the issue and assist you with an appropriate solution.
19. What is your return period?
We currently provide a 30-day voluntary return period for eligible products.
To qualify under our voluntary return policy, products should generally be:
- In the same condition in which they were received;
- Unused or unworn;
- Undamaged;
- Complete with accessories;
- Accompanied by proof of purchase; and
- In original packaging where reasonably possible.
Please review our Return and Refund Policy for complete conditions.
20. How do I request a return?
Before sending a product back, please contact us:
Email: support@mvshh.shop
Telephone: +64 21 584 9498
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where the item is damaged, defective or incorrect.
Please do not send a product back before receiving the applicable return instructions.
21. Do EU/EEA customers have a 14-day right of withdrawal?
Where applicable under European Union or European Economic Area consumer law, eligible consumers may have a statutory right to withdraw from qualifying distance purchases within 14 days, without providing a reason.
Legal exceptions may apply to certain products or circumstances.
Our voluntary 30-day return policy is separate from, and does not replace or reduce, mandatory statutory consumer rights.
Please review our Return and Refund Policy for complete information.
22. Who pays return shipping costs?
Return shipping responsibility depends on the reason for the return.
If the product is returned because it is:
- Defective;
- Damaged;
- Incorrect; or
- Otherwise not in conformity with the purchase contract,
we will handle reasonable return costs as required by applicable law.
For voluntary returns based on preference or change of mind, customers may be responsible for return shipping costs where permitted by law.
Complete details are provided in our Return and Refund Policy.
23. Can I exchange a product?
If you wish to exchange a product, please contact us first.
Exchange availability may depend on:
- Product availability;
- Product condition;
- Return eligibility; and
- Destination.
Where a direct exchange is not available, you may need to return the eligible product and place a new order.
24. When will I receive my refund?
For eligible voluntary returns, approved refunds are normally processed within 10 days after approval.
Depending on your bank or payment provider, additional time may be required before the refunded amount appears in your account.
Where a statutory withdrawal right applies, refunds will be processed within the legally required period.
25. How will I receive my refund?
Where possible, refunds are generally returned using the original payment method.
For PayPal payments, an approved refund will normally be processed through the original PayPal transaction.
For Cash on Delivery orders, another refund method may need to be arranged because payment was originally collected by the courier.
If necessary, our customer support team will contact you for the information required to complete the refund.
Never send passwords or complete payment-account credentials by email.
This COD-versus-online-payment refund structure follows the reference FAQ and Payment Policy.
26. Are customs duties and import taxes included?
Orders shipped across national borders may be subject to:
- VAT;
- Customs duties;
- Import taxes;
- Clearance charges; or
- Other fees imposed by the destination country.
Where these charges are included in the purchase price, this will be indicated during checkout where reasonably possible.
Unless expressly stated otherwise, additional charges imposed independently by customs or government authorities may be the customer's responsibility.
27. Can I refuse a Cash on Delivery parcel?
If you selected Cash on Delivery and no longer wish to receive the order, please contact us as soon as possible before delivery.
Simply refusing a parcel does not necessarily constitute a valid exercise of a statutory withdrawal right.
Repeated or unjustified refusal of COD orders may result in COD being restricted for future purchases where permitted by applicable law.
Mandatory consumer rights remain unaffected.
This treatment of refused COD parcels is also present in the reference material.
28. What happens if I do not collect my parcel?
If a parcel is sent to a collection point, please collect it within the period specified by the carrier.
Unclaimed parcels may be returned.
Where a parcel is returned because it was not collected, reasonable additional shipping costs may be the customer's responsibility where permitted by law.
If you wish to cancel or withdraw from an order, please contact us directly rather than simply leaving the parcel unclaimed.
29. Will my order arrive in one parcel?
Not always.
Orders containing multiple products may sometimes be shipped separately.
This means:
- Products may arrive on different dates;
- You may receive multiple tracking numbers; or
- Different carriers may be used.
If you receive only part of your order, please check all available tracking information before reporting an item as missing.
30. How is my personal information handled?
Personal information is processed according to our Privacy Policy and applicable data protection requirements.
We may process information necessary to:
- Process your order;
- Receive or verify payment;
- Arrange delivery;
- Provide customer support;
- Process returns and refunds;
- Prevent fraud; and
- Meet legal obligations.
Please review our Privacy Policy for complete details.
31. How do I contact customer service?
For questions concerning:
- Products;
- Orders;
- Payments;
- Shipping;
- Tracking;
- Returns;
- Refunds;
- Privacy; or
- Other customer service matters,
please contact:
PINK RABBIT LIMITED
Company Number: 6157808
NZBN: 9429043418725
Registered Address:
Level 1, 49 Victoria Road
Devonport, Auckland 0624
New Zealand
Email: support@mvshh.shop
Telephone: +64 21 584 9498
When contacting us about an existing order, please include your order number and the email address used when placing the order.