Frequently asked questions

Is there any minimum order quanity?
Yes, there is. The minimum order value equals 1000 GBP or 1000 EUR. If the minimum order quantity is reached, you will not be charged the delivery expenses.
How can I make an order?
You can choose between two ways of making an order.

The most convenient way is using the electronic shopping platform market24.pro where not only offer but also the history of orders, shopping conditions and discounts for particular customers are visible.

The other way is to make an order with our sales representative. You can contact our representatives during their visits in your shop or via e-mail or mobile phone.

This way of ordering is usually used only during the first transactions. Our shopping platform is an easy, intuitive system, therefore our customers relatively quickly decide to make orders unassisted via platform.

When should I order and when the products will be delivered to me?
Goods are delivered every day- from Monday to Tuesday.

Time of delivery is between: 3 -5 work days and depends on time of order.

The exact date of ordering and opportune time of supply is determined by the customer and Mastermedia’s sales representative before starting cooperation.

We are still optimising our ordering system, which guarantees that you receive the products from Poland as soon as possible.

Before the delivery you receive an electronic invoice or you can log in to your account on market24.pro and see the details and progress of the order.

When should I order and when the products will be delivered to me?

Proces zamówienia

The orders made till 9 a.m. on Friday will be delivered on Monday or Tuesday.

The orders made on till 9 a.m. on Monday will be delivered on Thursday or Friday.

 

This optimised ordering system guarantees that you receive the products from Poland as soon as possible.

Before the delivery you receive an electronic invoice. Log in to your account on market24.pro and see the details and progress of the order.

Can I choose the time of delivery?
Yes, you can. We are able to adjust a day and an hour of delivery to your individual needs. Please, contact your sales representative if you want to define the precise time of your delivery. We are also able to inform about possible delays in delivery because our vehicles are equipped with GPS.
Where do the merchandise come from?
All the products come from Poland. In our transshipment stations we only reload the products into smaller cars which deliver the orders directly to your shops. As required by the law, we always supply our products with stickers describing them in English.
Are the deliveries divided taking to account the category of the product?
No, we do not divide the orders. All products (such as snacks and instant food, dairy products, cold cuts and hams, beverages) are delivered at the same time. The same concerns invoicing – one document is issued for the whole order.

The customers who use the shopping platform  market24.pro, may make as many orders as they want and set a date of delivery.

Can I cancel my order?
Yes, you can cancel your order as long as it has not been accepted for execution by our warehouse. If you want to cancel your order, please contact our Customer Service as soon as possible.
I have received an incorrect invoice. What can I do?
If you receive an invoice which contains an error concerning the amount of the products, please contact our Customer Service.
How can I lodge a complaint?
If there is any difference between an invoice and an actual condition of the products or the products do not meet quality requirements, please report it within 24 hours from the delivery via e-mail: reklamacje@mastermediauk.com and submit a completed complaint form.
What are the ways of payment?
The most commonly used payment method is paying by cash.

You can also obtain a trade credit. In such a case you can pay by transfer choosing the appropriate bank account:

Customers in the UK:
– receiving invoices issued by Mastermedia Cioczek i Wójciak GP.:
HSBC Bank plc, sort code: 400226, account number: 52559374 (IBAN: GB05MIDL40022652559374)
– receiving invoices issued by Mastermedia (UK) Ltd:
HSBC Bank plc, sort code: 400101, account number: 81479644 (IBAN: GB28MIDL40010181479644)

– Customers in the Netherlands:
ING Bank N.V.: NL04 INGB 0006 4885 69

I want to cooperate with Mastermedia. How can I get in touch with you?
Click on the map  (available in the tab Contact) and find a representative who works in your area. Contact a representative in the most convenient way for you. Do not forget to prepare the following documents and data:

Customers in the UK:

  • a document confirming the full name and address of a business entity which is interested in cooperation with our company,
  • Certificate of Registration for Value Added Tax or VAT identification number in case of active VAT taxpayers.
  • a document confirming UTR number in case of recipients who are not VAT taxpayers.
  • Companies House Registration Number in case of Private Limited Companies (LTD) or Limited Liability Partnerships

 

Customers in the Netherlands:

  • Certificate of Registration for Value Added Tax or VAT identification number.
  • number of the business entity in Kamer van Koophandel (KvK)

How can I contact the Customer Service?
You can contact our office either via e-mail: biuro@mastermediauk.com

or by calling us at: +48 668 569 387 or +48 734 126 369 Monday – Friday, from 7 a.m. to 7 p.m.

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