Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, Mercedes Benz Formula E would like to reassure all our customers that there will be no change to your shopping experience.
Mercedes Benz Formula E is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
Mercedes Benz Forumla E can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders to EU destinations as normal.
All our orders to EU countries will be delivered duty paid (DDP) and there will be no customs fees for you to pay.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
All products will continue to be shipped from the UK.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.
Registering with Mercedes is easy!
As long as you have a valid email address, you can head over to our sign up page to keep up to date with the latest news and product launches.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you will see a range of categories at the bottom of the page under ‘Account Settings’.
You can rest assured that shopping with Mercedes EQ Formula E is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we will send you instructions on how to get this reset.
If you no longer want to receive Mercedes EQ Formula E news, then you can log-in to your account and select the ‘Email Preferences’option to make this change.
All items ordered with Mercedes EQ Formula E are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we will get in touch to let you know.
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you have found the product you want, you will need to click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.
Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.
Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.
All orders need to be placed through your online account. However, our Customer Service team are always on hand to provide support and guidance if required.
See our contact information below to get in touch with them now.
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking ‘Add a new address’.
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.
We will also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you have placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.If you can’t find the information that you need, click on ‘Message’ within your account to contact our Customer Service team or speak to us across Live Chat.
We are sorry to hear you would like to cancel your order.
If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.
Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.
If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.
Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
We take pride in our products so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.
To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.
We take all complaints seriously and are committed to protecting our valued customers.
If you do have a concern regarding the quality of any of our products, then please raise this with our Customer
It’d really speed our investigation up if you could find the information below before contacting us‐
1. Order Number
2. Product Name
3. Batch Number
4. Expiry Date
5. Images where applicable
6. A brief summary that details the actual complaint
Please keep the product until you have spoken with our team who will advise whether or not we require it back for
We’re sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a
message through your account.
We’ll need to know the following‐
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what’s happened we’ll send you an email with the outcome.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message through your account.
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent
it happening again.
As soon as we know what’s happened, we’ll send you an email with the outcome.
We ship items separately to make sure you get what you need as quickly as possible.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then
you’ll need to allow longer for it to be delivered.
If the item has been sent, then send a message through your account to let our Customer Service team know and
they’ll be happy to help.
Payments and Discounts
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can
order your favourite supplements with ease.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you’re seeing the status ‘Payment Problem’ then you’re probably confused, don’t worry this can be easily fixed
and we’ll have your products on the way to you in no time!
Before re‐entering any card details you’ll need to make sure that the expiry date and billing address are correct.
We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be
happy to help.
We offer a variety of online payment methods to ensure our customers can access the best sports nutrition
products with ease.
- Visa Debit
- Visa Electron
- American Express
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face
validation and authorisation by us and the card issuer.
This is just so we can keep our customers safe!
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling
This card is from the courier and lets you know where your parcel is and how you can collect it.
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, use the tracking link provided in your email or located in your account to check where your
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a
neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service through your account.
Refunds and Returns
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to
cover the festive period.
You will have until January 31st 2020 to return any orders placed from October 31st 2019.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail
seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your
return please log‐in to your account to contact our Customer Service team.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know
it’s on its way!
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to
contact our Customer Service team through your account.
As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
We want all of our customers to enjoy their products so if you’re not happy with your order then you can send it
back to us.
All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the
products have not been opened.
To get the order back to us safely please to log‐in to your account and contact our Customer Service team.
They’ll send you all the information you need, but you can also refer to our returns policy page for more
You have the right to ask about what personal data we hold about you.
To make this request you can email us through your account.
If you’re having problems accessing the checkout or any part of our website, then please get in contact with our
Customer Service team straight away so we can fix this for you!
Still need help?