Frequently asked questions

Are your products new?

Yes, without exception. We sell only new products, sealed in their original packaging. No refurbished goods, no second-hand items, no display models.

How does a pre-order work?

You pay a deposit of 50 % of the total amount when you reserve. The balance is taken when the product actually becomes available, before dispatch, and you are notified by email.

We open a pre-order only once the official release date is known. That date is shown on the product page and repeated before payment.

Can I cancel a pre-order?

Yes, at any time before dispatch, without having to give a reason. The deposit paid is refunded to you in full, with nothing withheld and no charge.

After receipt, you also have the 14-day withdrawal period that applies to any distance sale.

Why can’t I mix a pre-order and an item in stock?

Because the two follow neither the same timetable nor the same payment terms. An item in stock leaves within forty-eight hours and is paid for in full; a pre-order waits for the product to become available and is paid for in two stages.

Grouping them would mean holding back your in-stock item for weeks. We prefer two separate orders, and two shipments.

What are the delivery times?

All our shipments are priority. A product in stock is delivered within 24 to 72 working hours after payment is confirmed, in France as in the rest of the European Union. Delivery is free.

For a pre-order, that period runs from dispatch, which is itself triggered by the product actually becoming available. Release date and delivery time are two distinct things, and we display them separately.

Can I collect my order in store?

Yes, for items genuinely held in store, at 122 rue de Vesle, 51100 Reims, France, Monday to Saturday from 10 a.m. to 9 p.m. and Sunday from 11 a.m. to 9 p.m..

Collection is not offered for a pre-order until the product has been received. You are notified as soon as your order is ready; please bring proof of identity and your order number.

Do I need to create an account to order?

No. Ordering requires no registration. You receive an order number, which is all you need to follow its progress from the Order tracking page.

We therefore keep no password and no customer profile: less data stored, less risk for you.

How do I track my order?

Go to the Order tracking page with your order number and the email address used for the purchase. There you will see the payment status, the preparation status and, once dispatched, the carrier’s tracking number.

Can I change my mind after receiving the product?

Yes. You have 14 days from receipt to withdraw, without giving a reason. Return costs are at our expense and we refund you within fourteen days at the latest.

The product must come back to us complete, with its accessories and original packaging.

What happens if my product breaks down?

You have the legal guarantee of conformity for two years from delivery, and the guarantee against hidden defects. These guarantees can be invoked directly against us, in our capacity as seller.

Handling the item, transport included, is at our expense. No charge is made to you under a legal guarantee.

Is my card data safe?

It never passes through our servers. Payment is handled by an authorised provider, with strong customer authentication. We have access neither to your card number nor to its security code.

How do I reach you?

By email at contact@mbs-prime.com, by telephone on +33 7 51 83 23 18, or in store Monday to Saturday from 10 a.m. to 9 p.m. and Sunday from 11 a.m. to 9 p.m..