FAQ

Frequently Asked Questions

Everything you need to know about ordering, shipping, returns, and more. Can't find your answer? We're here to help.

🛎️ Orders

How do I place an order?

Simply browse our store, add items to your cart, and proceed to checkout. We accept all major credit cards, debit cards, and other payment methods shown at checkout.

Can I change or cancel my order after placing it?

Orders can be modified or cancelled within 12 hours of placement. After this window, your order may already be in fulfilment. Contact us immediately at support and we'll do our best.

Will I receive an order confirmation?

Yes. A confirmation email is sent immediately after your order is placed. Please check your spam folder if you don't see it within a few minutes.

Can I order as a guest without creating an account?

Absolutely. You can check out as a guest. However, creating an account lets you track orders, save addresses, and manage returns more easily.

🚚 Shipping

How long does shipping take?

Orders are processed within 1–3 business days. Standard delivery typically takes 7–15 business days depending on your location. Express options may be available at checkout.

Do you ship internationally?

Yes! We ship to 120+ countries worldwide. Shipping times and costs vary by destination and are calculated at checkout.

How much does shipping cost?

Shipping is free on all orders no matter the order amount!

Will I be charged customs or import duties?

No all that is already accounted for in your order no hidden fees!

📍 Tracking

How do I track my order?

Once your order ships, you'll receive a tracking email with a link. You can also visit our Track My Order page and enter your order number and email.

My tracking hasn't updated in several days — is that normal?

Tracking can sometimes stall during transit, especially for international shipments. If there's been no update for 10+ business days, please contact us and we'll investigate.

My tracking says delivered but I haven't received my order. What do I do?

Check with neighbours and your building's reception first. If the package is still missing, contact us within 5 days of the delivery date and we'll resolve it under our Delivery Guarantee.

🔄 Returns & Refunds

What is your return policy?

We offer a 120-day return policy on all items. Products must be unused and in the original packaging must still be there. See our full Return Policy for details.

How do I start a return?

Call us on whatsapp or Email us at support@mystore.com with your order number and reason for return. We'll send you return instructions within 24 hours.

How long does a refund take?

Once we receive and inspect your return, refunds are processed within a few hours. The time to appear in your account depends on your bank or card provider.

My item arrived damaged. What should I do?

We're so sorry! Take a photo of the damage and contact us immediately. We'll send a free replacement and refund your money also!

Can I exchange an item for a different size or colour?

Yes. Contact us with your order number and the item you'd like instead. We'll arrange an exchange subject to availability.

💳 Payments

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and other methods shown at checkout.

Is my payment information secure?

Yes. Our checkout is secured with SSL encryption and we never store your full card details. All payments are processed through trusted, PCI-compliant payment providers.

Will I be charged in my local currency?

Prices are displayed in your local currency where possible. Your bank may apply a small conversion fee for international transactions.

📦 Products

Are your products genuine and high quality?

Absolutely. Every product in our store is carefully selected and quality-tested before being listed. We only sell products we'd be proud to use ourselves.