FAQ

There is no fixed limit on the number of items you can order. However, customs authorities assess each shipment based on its value, type of goods and intended use. 

If a shipment contains large quantities of the same item or appears to be intended for resale, it may be treated as a commercial import. In such cases, additional documents, duties or procedures may apply.

All shipments are processed in accordance with EU customs regulations, including the Union Customs Code, as well as applicable customs rules in Cyprus.

Some stores may set limits on the number of items that can be purchased in one order. However, there are no restrictions on the total order amount.

Most special services, including safe repack, repack, photo (inside & out), check, return, consolidate, shipping method change, are available before the parcel is packed for shipping. Some services, such as recipient change or destination change, can be requested at later stages. For more details, please visit the Special Services section.

No, you need to create a new request. If the previous request is still cancelable, you can cancel it and create a new one with the additional items.

Yes, you can cancel your order in the Parcels section on the website or mobile app, as long as the agent has not yet started processing it.

Check with the store to see if the address can be changed after placing an order. If the change is not possible, you may need to cancel the order and place a new one with the correct details.

No edits are allowed. If the order is not packed yet, you can delete it and create a new one.

Yes, if they are from the same destination warehouse.

Yes, you can order from any online store, even if it is not listed on our website. The featured stores are simply recommendations.

As long as the store delivers to one of our warehouse addresses, you can place an order and we will manage the delivery to Cyprus.

At the moment, cash on delivery is not available. Payment is made online through the website or mobile app. 

Yes, but there are also limitations per store. For example, some stores might have restrictions, and you can’t buy 10 links from one store at once - you need to place the orders partially.

No, all customs-related issues must be fully resolved before you can receive your order.

Pre-orders are generally not supported, as they require continuous availability checks. However, in some cases, they may be possible. If you have a specific request, please contact our support team.

No, but if you attempt to order from a not-listed store, our agent will review it upon receiving the request. Check back in 1 working day, and the store might be listed.

Yes, you can. However, the same service cannot be requested again until the previous one is completed (for example, you cannot request bubble wrap repacking twice until the first request is processed).

If the item has already arrived at the destination, it cannot be returned. However, if it is still on the way to the warehouse, you can request a return special service. If the order has already arrived at the destination and the item is incorrect (e.g., wrong color or size), a return might not be possible, but Movato can arrange to purchase a new one for you.

Yes, but you should share the pickup code with them to validate on arrival.

Yes, you can. However, each recipient gets a unique personal code (Address Line 2), which is required to identify the parcel correctly.
If another person uses your address, they must include their own personal code when placing an order.

The main address remains the same, but each recipient is assigned a unique personal code (Address 2), which must be specified when placing an order.

Yes, you can use your personal Movato address for different orders.

However, each recipient and delivery method is assigned a unique personal code, which must be included when placing an order for correct processing.

Also note that Movato provides different warehouse addresses for each country, so make sure you use the correct address depending on where you are ordering from.

No, you don’t. You only need to enter your personal Movato address (given in the “Addresses” section) when placing an order.

Yes, Movato has a mobile application that allows you to track orders, manage deliveries, and request services in a convenient format.

Download & review here:
IOS | Android

Movato delivers goods from the USA, Germany and Russia.

Cancellation is possible if the service has not yet been processed. Check the status in your Movato account. You can cancel the service in the Parcels section.

You can contact customer support through the Movato mobile app by selecting the "Choose contact option” button, website, email, call center line or social media channels.

You will receive a notification in your Movato account and mobile app once the special service has been completed.

After registering with Movato, you will receive your personal shopping addresses in your account in the “My Addresses” section.
You can use these addresses when placing orders in online stores in the USA, Germany and Russia.

In the Order Overview section, select the order and mark it as individual pickup.

Go to the Recipient Overview section and enable the individual pickup option.

To return an item using the Return service, follow these steps:

1. Request a return label from the store
2. Create a return request in your Movato account and attach the label
3. Our warehouse team prints and attaches the return label to your parcel
4. The parcel is then sent back to the store via courier or postal service

You can track your parcel status in the Parcels section on the Movato website or mobile app.

You can track your parcel status in the Parcels section on the Movato website or mobile app.

Choose the packaging based on the level of protection your item needs. Paper is suitable for basic protection and for filling space inside the box. Bubble wrap provides cushioning and is ideal for fragile items. Polyethylene foam offers denser protection against impacts and is recommended for more sensitive goods.

To correctly enter the address when ordering online, you need to:

1. Use your personal Movato warehouse address from the “My Addresses” section

2. Enter the main warehouse address in Address Line 1

3. Add your personal code in Address Line 2 (this links the parcel to your account)

4. If there is no Address Line 2 field, include your code in the main address line

5. Fill in the remaining details exactly as shown in your Movato account

After placing your order, add the tracking number to your account for faster processing.

A guide for ordering from Wildberries and Ozon is available in the “My Addresses” section.

To place an order through BuyForMe, follow these steps:

1. Copy the product link from the online store.

2. Go to the BuyForMe section on the Movato website.

3. Paste the product link and provide the necessary details.

4. Confirm the order and complete the payment.

5. Our managers will purchase the item and ship it to your personal Movato address.

Once the item arrives at the warehouse, you can track its status in your account.

BuyForMe is a service where Movato places an order on your behalf. You only need to provide the product link and pay for the service. After that, our agent will process the order, and we will deliver it to you.

We open the parcel and check its contents for compliance with the declared order.

We store the parcel at the warehouse for a set period, allowing the customer to pick it up at a convenient time.

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The BuyForMe service fee is 7% of the product price for regular stores. For special stores, the fee is 14% (the list of such stores will be available later). The minimum fee is 5€.

For example:

- If the product costs 20€, the 7% fee would be 1.40€, but since the minimum fee is 5€, 5€ will be charged.

- If the product costs 200€, the 7% fee will be 14€.

The delivery fee is calculated based on the selected delivery method (address) and parcel weight. You can use the shipping calculator in your Movato account to determine the exact cost.

Delivery time depends on the country of origin, the selected shipping method and the time required for processing your parcel at the warehouse.
Customs procedures in Cyprus may also affect the overall delivery timeframe.

You can store your parcel at the warehouse for up to 30 days. You will receive reminders every few days. If the parcel is not shipped within 30 days, the support team will contact you to clarify further details.

Your personal Movato address remains active as long as your account is open and actively used for orders.

Delivery times depend on the country of origin.

On average, shipping takes: from the USA – 5–10 business days, from Germany – 5–6 business days and from Russia – 10–15 business days. Once your order is placed, you can track its delivery status in the Parcels section on the website or in the mobile app.

For deliveries to Cyprus, prices start from €17.85 per kg from Germany, €20.23 per kg from the USA and €29.75 per kg from Russia.

For an exact price, we recommend using the Movato shipping calculator.

The service fee is 7% for ordinary stores and 14% for special stores. The minimum fee is 5€.

Once your order arrives, you will receive a pickup code. Notifications will be sent via the website, app, and email. To pick up your order, simply scan the code at the terminal.

Make sure you are using the correct login and password. Check your keyboard layout and ensure Caps Lock is off. If you forgot your password, use the password recovery option. If the issue persists, please contact customer support.

Check that you have entered the correct email address. If everything is correct, try requesting the code again. If the issue persists, please contact customer support.

No, scanning your pickup code will allow you to collect all orders that have arrived at the warehouse (unless individual pickup settings are enabled).

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The primary address remains the same for the specific warehouse, but Address 2 changes depending on the shipping method.

Delivery time depends on the country of origin. On average, shipping takes 5-10 business days from the US, 15-20 business days for Russia and 6-10 business days from Germany.

For deliveries within Cyprus, door-to-door delivery takes 1 business day in Limassol and up to 2 business days in other cities from the moment the request is placed.

Once your order is placed, you can track its status in the “Parcels” section on the website or in the mobile app.

Each order can have only one active special service of the same type at a time. For example, if you requested Safe Repack with bubble wrap, you cannot request another bubble repack until the current request is processed. However, you can request a different type of Safe Repack or any other special service.

Your account balance must be zero or positive (≥ 0) to be able to pick up any order.

One delivery option is available: door-to-door delivery.

To return an item to the store, a return label is required. This document is issued by the store itself. The customer must request a return label and attach it to the order through the return service in Movato.

To receive your parcel, all you need is the pickup code - scan it at the pickup point, delivery address.
No additional documents are required.

Before receiving your parcel, please make sure the recipient is confirmed.

The Personal Code (Address 2) is your unique identifier that links the order to your account. It must be specified when placing orders to ensure that Movato correctly processes your parcel.

This service provides a photo report of your parcel, including images of the outer packaging and the contents. 

Photos of the contents are taken upon request.

You can pay for BuyForMe orders via the Movato website or mobile app. Payments are accepted using bank cards (Visa and Mastercard), as well as digital wallets such as Apple Pay, Google Pay and Revolut Pay.

You can pay for Movato services online via the website or mobile app. Payments are accepted using bank cards (Visa and Mastercard), as well as digital wallets such as Apple Pay, Google Pay and Revolut Pay.

When placing an order, you must enter the postal code corresponding to your personal Movato address. The postal code can be found in your account on the website or in the mobile app.

Movato offers several Safe Repack options, including paper, bubble wrap, polyethylene foam and wooden packaging. Choose one of the options depending on the level of protection required for your parcel.

If the store does not accept your Movato address, try the following:

- Make sure you enter the address correctly.

- If the store still rejects the address, try placing an order through the BuyForMe service.

- If the issue persists, please contact our support team.

If there is a typo or a minor mistake in the recipient’s name, it will be corrected during verification. If the discrepancy is significant, verification may be rejected and you will be asked to resubmit the correct information.

If the error is in the delivery address (for courier delivery), you can cancel the delivery and create a new request with the correct details or contact customer support for assistance.

If the mistake was made when placing an order in the online store, changes cannot be made on our side.

If you made an error in your personal code, it may cause a delay in order processing. To avoid delays, add the tracking number to the Movato system before your parcel arrives at the warehouse. If needed, contact Movato support to check if a correction is possible.

If you receive a damaged parcel, we recommend documenting the condition of the packaging and contents with photos or videos and contacting Movato customer support for assistance.

Movato offers a variety of special services to enhance your shipping experience. For a full list and details, please visit the Special Services section.

Shipments delivered to Cyprus from countries outside the European Union may be subject to customs inspection, import duties, value added tax (VAT), and other charges in accordance with applicable Cyprus and EU legislation.

• For shipments with a value up to €149, only VAT is typically applied.

• For shipments exceeding €149, both VAT and customs duties may apply, depending on the nature and classification of the goods.

VAT is calculated based on the total shipment value, which includes:

• the cost of the goods,

• shipping costs,

• and any applicable duties.

Some goods (e.g. certain electronics) may be subject to reduced or zero customs duty rates, depending on their classification under EU rules.

Movato recommends attaching an invoice to all shipments.
For shipments exceeding €150, supporting documentation (such as an invoice or proof of payment) may be required by customs authorities.

All shipments are processed in accordance with the Union Customs Code and applicable legislation of the Republic of Cyprus.

Movato managers start processing the order immediately after it is placed. On business days, this takes from a few minutes to 2 hours, while on weekends, it may take longer. Once the order is paid for and processed, you will receive a notification.

You can find your personal addresses in the Addresses section on the Movato website or in the mobile app. 

You can pick up your order at a Movato pick-up point in Limassol or choose home delivery. Available options will be displayed during the checkout process.

You can track your delivery status in the Parcels section on the Movato app or website.

Tracking becomes available after you add your tracking number.

The list of restricted and prohibited items depends on the country of origin and applicable shipping regulations. You can view the full list of restricted items here.

All stores listed on our website in the available stores section are eligible for BuyForMe, but not limited to them. If the store is not listed, it may still be available.

Consolidating parcels helps you save on shipping costs, as multiple small parcels can be sent as one larger shipment. This is convenient if you order items from different stores but want to receive them in a single delivery.

De-consolidating a parcel is useful if a single package contains items that need to be sent to different recipients or if the weight/dimensions exceed the limits of the selected shipping method.

Entering the tracking number helps to identify and register your parcel at the source warehouse more quickly. If Address 2 is not on the package, the system will still be able to successfully process and register the parcel thanks to the initially entered tracking number.

Your order may be rejected for several reasons. This can happen if the item is out of stock, the address was entered incorrectly, or the store does not accept the provided address.

In some cases, stores may block certain warehouse addresses or only accept local payment methods. If this happens, you can try using the BuyForMe service.

If the issue continues, please contact Movato support for assistance.