Mvideo tracking

What is Mvideo?

M.Video, officially PJSC M.video and trading as M.Video-Eldorado Group, is Russia's largest consumer electronics and home appliances retailer. The group operates three legacy retail brands, M.Video, Eldorado, and the former MediaMarkt Russia stores taken over from German operator MediaMarktSaturn, under a single corporate umbrella. It is the only Russian company in the consumer electronics retail sector with publicly traded shares, listed on the Moscow Exchange under the ticker MVID since its November 2007 initial public offering, which raised approximately $364.875 million at a market capitalisation of approximately $1.25 billion.

M.Video was founded in 1993 in Moscow by Alexander Anatolyevich Tynkovan and Pavel Yuryevich Breev, at a time when the Russian consumer market was opening rapidly following the dissolution of the Soviet Union. The founders built a store network starting in and around the Russian capital before expanding to Nizhny Novgorod, Samara, and Rostov-on-Don, establishing a strategy of targeting major regional cities from early on. M.Video was also an early mover in Russian e-commerce, becoming one of the first consumer electronics retailers in the country to offer online sales, a structural advantage that grew in significance as internet penetration increased across Russia through the 2000s.

A significant shift in ownership occurred in May 2017 when the Safmar Group, a conglomerate controlled by Mikhail Gutseriev, acquired a 57.7% stake from the original founders. The following year proved transformative for the group's scale. In 2018, M.Video completed the acquisition of Eldorado LLC, Russia's second-largest electronics retailer, described by analysts as one of the biggest transactions in Russian retail history, producing a combined entity with presence in more than 200 cities. That same year, the group acquired 42 MediaMarkt stores across 22 Russian cities, with MediaMarktSaturn receiving a 15% stake in PJSC M.Video as part of the arrangement.

The Chinese e-commerce company JD.com became an indirect co-owner of the group through its acquisition of Economy GmbH, the German entity that had held a 15% stake in M.Video since the 2018 MediaMarkt transaction, with that deal reported at approximately 2.23 billion euros and scheduled for closure in the first half of 2026. Beyond ownership, the group's commercial model has expanded into adjacent verticals. Through M.Tech, a subsidiary spun off from internal IT operations, M.Video-Eldorado develops proprietary technology including the OneRetail platform, which integrates the online storefront, the mobile application, and the in-store experience into a single customer journey. Through Direct Credit, acquired in 2021, the group operates as one of Russia's largest consumer lending platforms by point-of-sale loan volume.

• Founded: 1993, in Moscow, Russia
• Founders: Alexander Anatolyevich Tynkovan and Pavel Yuryevich Breev
• Headquarters: Moscow, Russia
• Corporate entity: PJSC M.video (Public Joint Stock Company)
• Stock listing: Moscow Exchange (MOEX), ticker MVID, since November 2007 IPO raising approximately $364.875 million at a market capitalisation of approximately $1.25 billion
• Brands operated: M.Video, Eldorado, and formerly MediaMarkt Russia
• Subsidiaries: M.Tech (IT and e-commerce development), Direct Credit (consumer lending), M.Service (after-sales and warranty service)
• Store network: More than 1,200 stores across 370 Russian cities
• Technology platform: OneRetail, integrating the online storefront, mobile application, and physical store experience into a unified customer journey

Which countries does Mvideo deliver to?

M.Video-Eldorado Group delivers exclusively within the Russian Federation and does not offer shipping services to any other country. Its domestic footprint is, by any measure, exceptionally broad. The group's network of more than 1,200 stores spans 370 cities, stretching from the Kaliningrad Region in the west, a Russian exclave on the Baltic Sea, all the way to Kamchatka on the Pacific coast, a geographic span crossing eleven time zones and covering virtually the entire country. This reach reflects three decades of organic expansion combined with the cumulative effect of the 2018 Eldorado and MediaMarkt acquisitions.

The group's expansion began in Moscow and the surrounding Central Federal District before reaching major cities in other regions, including Nizhny Novgorod, Samara, and Rostov-on-Don in the early years, and later cities across the Urals, Siberia, and the Russian Far East. As of mid-2016, prior to the Eldorado merger, M.Video alone operated 382 branded stores across 162 Russian cities. After the 2018 acquisitions, coverage expanded to more than 200 cities at the time of the merger announcements and grew further as the group consolidated all three brand networks under a single operational structure.

For cities and towns where no physical M.Video or Eldorado store is present, the group has established a partnership with Russian Post, Russia's national postal service, to extend e-commerce delivery into smaller settlements and rural areas that the group's own store network does not directly serve. This arrangement means that Russian consumers in remote locations can still place orders through the M.Video platform and receive their purchases via Russian Post's existing distribution infrastructure.

• Primary coverage: All major Russian cities and regional centres across the full national territory
• Western Russia: Kaliningrad, Moscow, Saint Petersburg, and cities across the Central and Northwestern Federal Districts
• Southern Russia: Rostov-on-Don, Krasnodar, and cities across the Southern and North Caucasus Federal Districts
• Volga and Urals regions: Nizhny Novgorod, Samara, Yekaterinburg, and surrounding cities
• Siberia and Far East: Novosibirsk, Krasnoyarsk, Vladivostok, and other major Siberian and Far Eastern cities through to Kamchatka
• Remote and rural areas: Served via partnership with Russian Post for locations outside the direct store network
• International: No delivery outside the Russian Federation

What are the Mvideo services and delivery times?

M.Video operates as a consumer retailer rather than a logistics company, and for order fulfilment it relies on a network of third-party delivery partners rather than a proprietary courier fleet. The specific carrier assigned to any given shipment can vary depending on the customer's location and the type of product ordered. This arrangement gives M.Video flexibility to match each shipment with an appropriate logistics partner, though it means that the carrier handling the physical delivery may differ from one order to the next.

The group offers two primary fulfilment methods for online orders. Home delivery is the main e-commerce channel, covering the customer's specified address and for applicable products such as large home appliances, optionally including professional installation and setup as part of the same visit. This bundled delivery-and-installation service is a distinct tier that goes beyond a standard parcel drop-off and is particularly relevant for large televisions, washing machines, refrigerators, and similar products that require connection or configuration after delivery.

Same-day delivery is available in select major cities as a premium fulfilment option. This capability is enabled by the OneRetail platform architecture, which treats each physical store as a potential dispatch point for nearby e-commerce orders. By sourcing orders from the nearest store with available stock rather than only from central warehouses, the group can significantly reduce last-mile distances and fulfil orders within the same business day for customers in cities with dense store coverage. This same-day offering is most reliable in Moscow and other major urban centres where the store network is concentrated.

• Home delivery: Standard delivery to a customer-specified address, with optional installation services for applicable products
• Same-day delivery: Available in select major cities for eligible products ordered before the daily cutoff time
• In-store pickup (BOPIS): Orders placed online can be collected at any group store location; products in stock may be ready for collection within hours of order placement
• Russian Post delivery: Available for customers in locations without a nearby M.Video or Eldorado store, subject to Russian Post's own service timelines
• M.Service after-sales: Product setup, warranty servicing, and technical assistance provided through the M.Service brand following purchase
• Standard delivery time: Generally a maximum of 3 to 4 working days for domestic orders through partner carriers
• Same-day delivery time: Within the same business day for eligible orders in covered cities

For in-store pickup, the Buy Online Pick Up In Store model typically offers the fastest availability of any fulfilment option. The OneRetail platform provides real-time inventory visibility across the store network, allowing the system to confirm whether a product is in stock at a customer's chosen collection point. In cities where M.Video has a high store density, customers can often place an online order and receive a confirmation that their purchase is ready for collection within a matter of hours. For orders routed through Russian Post to remote destinations, delivery timelines are subject to that carrier's own service standards, which can vary considerably by region and distance.

What are the Mvideo rates and maximum dimensions accepted?

M.Video's approach to delivery pricing is integrated directly into the purchase and checkout process rather than presented as a standalone rate card. Delivery charges are calculated based on a combination of factors including the delivery address, the size and weight of the product, and the selected fulfilment speed. Customers choosing standard home delivery will see the applicable charge at checkout, while same-day delivery, where available, carries a premium over standard fulfilment due to the accelerated service level required.

In-store pickup is generally offered as a free fulfilment option across the group's store network. This makes collection financially attractive for customers who live or work near one of the 1,200-plus store locations and encourages the use of the physical store infrastructure rather than requiring a courier dispatch. For home deliveries handled by third-party logistics partners, both pricing and package dimension limits are governed by the policies of the specific carrier assigned to each shipment, as M.Video itself does not publish a universal dimension cap independent of its logistics partners.

• In-store pickup cost: Generally free across all M.Video and Eldorado store locations
• Standard home delivery cost: Calculated at checkout based on delivery address, product size and weight, and selected delivery speed
• Same-day delivery cost: Premium rate applied over standard home delivery, available in select major cities
• Large appliance delivery: May carry separate delivery and installation fees distinct from standard parcel delivery charges, particularly for items requiring professional setup
• Package dimension limits: Determined by the policies of the third-party logistics partner handling each shipment; M.Video does not maintain a uniform dimension cap across all carriers

What are the Mvideo delivery options?

M.Video provides customers with a range of ways to receive their purchases, reflecting its omnichannel retail model that treats the online store, mobile application, and physical stores as parts of a single customer experience. Home delivery to a customer-specified address is the primary channel for online orders, and customers can typically select a preferred delivery time window when scheduling. For products such as large appliances and home electronics, delivery can be bundled with a professional installation visit, so a technician delivers and sets up the item as part of one service call.

In-store collection is available across the group's network, giving customers the option to pick up purchases at any convenient store location on their own schedule. The M.Video mobile application and website order status page both provide updates on whether an order is ready for collection or out for delivery. For deliveries handled by partner carriers, real-time GPS tracking is noted as an available feature, giving customers an estimated arrival time while their parcel is in transit.

Trade-in services are available at M.Video stores, allowing customers to bring in old devices or appliances and receive a discount or cashback credit toward a new purchase. This integrates a returns-and-exchange component into the in-store visit, allowing customers to offset the cost of new electronics against the residual value of items they no longer use. The M.Service brand also provides ongoing after-sales support, including warranty repairs and technical assistance, for products purchased from M.Video and Eldorado stores.

• Home delivery: To a customer-specified address, with selectable delivery time windows and optional professional installation for applicable products
• In-store pickup: Collection at any M.Video or Eldorado store, generally free of charge and available as soon as stock is confirmed at the chosen location
• GPS delivery tracking: Real-time estimated arrival information available through partner carrier systems during active delivery
• Order status updates: Available through the M.Video mobile application and website order tracking page
• Trade-in: Available in-store, allowing customers to exchange old devices or appliances for a credit or discount toward a new purchase
• M.Service after-sales: Warranty repairs, product setup assistance, and technical support available at M.Video and Eldorado service points

What should I do if my Mvideo parcel is lost or damaged?

M.Video operates a returns and exchange policy consistent with Russian consumer protection law. Customers are generally entitled to return or exchange a product within 14 days of purchase, provided the item is in its original packaging and condition and accompanied by a receipt or proof of purchase. This right applies to products that have not been used and remain in a condition suitable for resale. Products with manufacturing defects, as distinct from buyer-initiated returns, are processed as warranty claims through the M.Service after-sales brand.

Warranty claims for defective products are handled by M.Service, M.Video's dedicated after-sales brand covering repairs, technical inspections, and parts replacement. One documented case referenced a maximum repair period of up to 45 days for warranty service on a laptop, giving an indication of the timelines that can apply for complex warranty repairs. Customers with warranty issues are typically directed to the nearest M.Service point, either at an in-store service desk or a dedicated service centre location.

For e-commerce orders where delivery is handled by a third-party logistics partner, claims for lost or damaged parcels involve coordinating with the carrier responsible for the physical shipment rather than exclusively with M.Video. M.Video's role focuses on the retail and sales side of the transaction, while the assigned logistics partner manages liability for the physical transport. In practice, a customer whose parcel was damaged in transit should contact both M.Video's customer support and the delivery carrier to initiate a claim, as the process may involve documentation from both parties.

• Return window: 14 days from purchase for unused products in original packaging, with receipt or proof of purchase required
• Warranty claims: Processed through M.Service, covering defects and manufacturing faults discovered after purchase
• Warranty repair timeline: Up to 45 days for complex warranty repairs, based on documented service cases
• Damaged in transit: Requires coordination with the third-party delivery carrier assigned to the shipment, in addition to contact with M.Video customer support
• Customer support channels: M.Video website, mobile application, and in-store service desks

Does Mvideo handle international shipments and customs formalities?

M.Video does not offer international shipping of any kind. The company's retail and delivery services operate exclusively within the Russian Federation, and orders placed through the M.Video platform cannot be shipped to addresses outside Russia. M.Video provides no cross-border e-commerce fulfilment, customs brokerage, or international logistics services of any kind. Customers based outside Russia are unable to place domestic delivery orders through the standard M.Video or Eldorado retail platforms, and the group has not indicated any plans to extend its delivery operations beyond Russian territory.

Understanding tracking statuses

When tracking an M.Video order online, the status messages that appear reflect the specific carrier handling each shipment rather than a universal M.Video tracking system. Because the group uses multiple logistics partners depending on the delivery region and product type, tracking labels and terminology can vary from one order to the next. The statuses listed below represent the typical stages that appear across most M.Video order tracking flows, covering the journey from order placement through to final delivery or in-store collection.