FAQ
Here you’ll find answers to the most common questions
General questions
The number of items you order is regulated by the commission. For more details, please read via this link (Article 339, Clause 4 of customs regulation).
The duty-free threshold for importing goods for personal use into the Republic of Kazakhstan per parcel per recipient is: up to €200 in value and not exceeding 31 kg in weight. This means that if the total value of a single parcel addressed to one recipient does not exceed €200, and the total weight is within 31 kg, the parcel is exempt from customs duties and taxes. If the value exceeds €200, the amount exceeding the threshold is subject to a 15% customs duty. If the weight exceeds 31 kg, a charge of €2 per each additional kilogram applies. If both the value and weight limits are exceeded, only the higher of the two calculated fees is payable.
You can track your parcel status in the My Parcels section on the Movato website or mobile app.
Delivery times depend on the country of origin.
On average, shipping takes:
- - USA - 4-9 business days,
- - England - 5-10 business days,
- - China - 7-11 business days,
- - Germany - 2-6 business days
- - Spain - 4-9 business days
- - South Korea - 7-9 business days.
Once your order is placed, you can track its delivery status in the My Parcels section on the website or in the mobile app.
You can pay for Movato services online through the website or mobile application. Payments can be made using a bank card or electronic wallets (Qiwi, Kassa24).
You can also order products in installments. Learn more here: Buy Now, Pay Later.
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.
Yes, Movato delivers orders across Kazakhstan. You can choose the most convenient option: delivery to a pick-up point, a locker (both available in Almaty and Astana), or courier delivery to your address.
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.
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.
Cash on delivery is not available. You can use the 0-0-4 installment plan — a payment option with no down payment, allowing you to split the total amount into 4 equal monthly payments. The installment plan is available for international delivery, the “Buy for Me” service, and Movato special services, and is оформed online when topping up your balance (a 10% fee is charged by the payment provider and is non-refundable). Repayment and management of the installment plan are carried out via the bcc.kz app.
Attention! Before applying for the installment plan, please carefully review the terms and conditions here.Yes, the listed stores are our recommendations. Customers can purchase from any store that delivers to one of our warehouses.
To learn how to place an order correctly, check out our video guide for shopping in international online stores.
You can contact customer support through the Movato mobile app, website, email, call center line, or social media channels.
Shipping cost depends on the country of origin and the weight of the parcel. For an exact cost calculation, use the shipping calculator on the website.
Movato delivers goods from the USA, England, China, Germany, Spain and South Korea.
The list of prohibited items depends on the country of origin. You can find the list of prohibited items here.
If the recipient’s name contains a typo or minor mistake, the administrator will correct it during verification. In case of a more significant discrepancy, verification will be rejected, and you will have the option to submit the information again. If the error is in the delivery address (for courier delivery), you can cancel the delivery and create a new one with the correct details or contact customer support for modifications. If the mistake was made when placing an order in the online store, we will not be able to make any changes.
BuyForMe
You can track your parcel status in the My parcels section on the Movato website or mobile app.
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 My parcels section on the website or mobile app, as long as the agent has not yet started processing it.
The BuyForMe service fee is 5% of the product price for regular stores. For special stores, the fee is 10% (the list of such stores will be available later). The minimum fee is $5.
For example:
- If the product costs $20, the 5% fee would be $1, but since the minimum fee is $5, $5 will be charged.
- If the product costs $200, the 5% fee will be $10.
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.
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.
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.
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.
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 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.
You can make a payment through the Movato app or website. Available payment methods: Qiwi, Kassa24, Kaspi.
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.
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 agents 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.
The service fee is 5% for ordinary stores and 10% for special stores. The minimum fee is $5.
Get Address
The primary address remains the same for the specific warehouse, but Address 2 changes depending on the shipping method.
Your personal Movato address remains active as long as your account is open and actively used for orders.
The delivery time depends on the country of origin, the shipping method, and the time required for order processing at the warehouse. Customs procedures may also affect the delivery timeframe.
- Use your personal Movato address, which is available in your account.
- In the Address Line 1 field, enter the main warehouse address.
- In the Address Line 2 field, enter your personal code (Address 2) to ensure correct processing.
- If the store does not provide a separate field for Address Line 2, add it to Address Line 1.
- Fill in the remaining fields (city, ZIP code, country) according to your Movato address. If you encounter any difficulties, please contact Movato support.
If you still have questions, check out our video guide on how to add your Movato address.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.
Yes, but keep in mind that each recipient is assigned a unique personal code (Address 2). The new recipient must use their own personal code when placing an order.
No, when placing an order in an online store, you only need to enter your personal Movato address. For more details, check out our video guide on how to place an order in a foreign online store.
You can find your personal addresses in the Addresses section on the Movato website or in the mobile app. For more details, check out our video guide on how to place an order in a foreign online store.
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.
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.
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.
After registering with Movato, you will receive a personal address for shopping in the USA, England, China, Germany, Spain and South Korea. This address can be used when placing orders in online stores.
Not sure where to start? Watch our video guide on how to register with Movato.
Your order may have been declined for several reasons, including:
- The item is out of stock.
- The address was entered incorrectly.
- The address is blacklisted by the store (you can try using BuyForMe in this case). - The payment method is not accepted (some stores only accept local bank cards – in this case, you can use BuyForMe ). If the issue persists, please contact Movato support.
Yes, your personal Movato address can be used for any orders. However, please note that each recipient and each delivery method is assigned a unique personal code, which must be included when placing an order.
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.
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.
Entering the tracking number helps to identify and register your parcel at the source warehouse more quickly. Additionally, if the Address 2 is not physically placed on the package, the system will still be able to successfully process and register the parcel thanks to the initially entered tracking number.
To add your tracking number properly, use our video guide.
Parcel pickup
No, scanning your pickup code will allow you to collect all orders that have arrived at the warehouse (unless individual pickup settings are enabled).
No, all customs-related issues must be fully resolved before you can receive your order.
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.
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.
Your account balance must be zero or positive (≥ 0) to be able to pick up any order.
Special Services
Movato offers a variety of special services to enhance your shipping experience. For a full list and details, please visit the Special Services section.
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.
Paper – protects fragile items inside the box. Bubble wrap – provides cushioning for fragile goods.
Polyethylene foam – dense protection against impacts.
Wooden packaging – reinforced protection for large or particularly valuable shipments.
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.
We store the parcel at the warehouse for a set period, allowing the customer to pick it up at a convenient time.
We open the parcel and check its contents for compliance with the declared order.
Movato employees provide a photo report of your order, including both the outer packaging and the contents (upon request).
You will receive a notification in your Movato account and mobile app once the special service has been completed.
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 My parcels section.
Paper, bubble wrap, polyethylene foam, wooden packaging.
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.
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.
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).
1. The customer requests a return label from the store.
2. A return service is created in the Movato account, and the return label is attached to the order.
3. A warehouse employee prints and affixes the return label to the parcel.
4. The parcel is sent back to the store via courier or postal service.
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.
Delivery
Yes, if they are from the same destination warehouse.
Yes, but you should share the pickup code with them to validate on arrival.
You can track your delivery status in the My Parcels section on the Movato app or website.
Tracking becomes available after you add your tracking number. Learn how to add it in our video guide on adding a tracking number.
No edits are allowed. If the order is not packed yet, you can delete it and create a new one.
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To receive your parcel, all you need is the pickup code - scan it at the pickup point, delivery address, or parcel locker.
No additional documents are required.
Before receiving your parcel, make sure the recipient is confirmed.
Delivery times depend on the country of origin.
On average, shipping takes:
- - USA - 4-9 business days,
- - England - 5-10 business days,
- - China - 7-11 business days,
- - Germany - 2-6 business days
- - Spain - 4-9 business days
- - South Korea - 7-9 business days.
Once your order is placed, you can track its delivery status in the My Parcels section on the website or in the mobile app.
The delivery fee is calculated based on the selected delivery method (address or locker), destination area (city, region), parcel weight, and the number of parcels. You can use the shipping calculator in your Movato account to determine the exact cost.
You can pick up your order at a Movato pick-up point in Astana or Almaty, choose home delivery, or use a locker. Available options will be displayed during the checkout process.
Two delivery options are available: locker and address delivery.