Help Centre

Select a topic

    My Account

    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.

    For further information, please visit our Privacy Policy page.


    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.


    Ordering

    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

    Service team.

    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

    further analysis.

    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

    We’re sorry to hear your code isn’t working! To find out why, you’ll need to check the terms and conditions of the

    offer.

    If the code is valid and you’re not trying to use more than one code per order, then contact our Customer Service

    team through your account.

    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
    • Visa Debit
    • Mastercard
    • Maestro
    • Visa Electron
    • American Express
    • Paypal

    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!

    Delivery

    Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling

    card.

    This card is from the courier and lets you know where your parcel is and how you can collect it.

    Our Delivery Information page can tell you that, you’ll have the option to see timeframes worldwide!
    All our delivery options can be found on our Delivery Information page.

    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

    order is.

    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

    information.

    We try not to make things complicated, log‐into your account to contact our Customer Service team and they’ll do

    the rest.

    You’ll need to tell them the reason for the return so they can choose the best option for you.

    Please refer to our returns policy page for more information.

    Please refer to our returns policy page for more information.

    If this doesn’t answer your question, then our Customer Service team is on hand to help. You can contact them

    through your account.

    Website

    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.

    Please refer to our Privacy Policy page.

    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!

    Please refer to our Terms and Conditions page.
    No matches were found. Please refine your search.

    Still need help?

    Unavailable

    Live Chat