The My Store promise
Behind every order is a network of buyers, packers, support agents and partners working to make the experience feel effortless. These are the promises we keep — every order, every customer, every time.
Independently verified
Every review is tied to a real purchase. We never edit, hide or pay for ratings — the score above is exactly what shoppers told us.
Read shopper stories01 — The pillars
We obsess over the parts of shopping most stores treat as overhead. From the warehouse floor to the support inbox, here's where we hold the line.
Our buyers test every product line before it goes live. If we wouldn't recommend it to a friend, it doesn't make the catalog.
02 — The journey
No surprises in the cart, no mystery at the door, no dead-ends after delivery. Here's exactly what to expect.
Filter by what actually matters — verified reviews, in-stock variants, sustainable picks — without paid placements muddying results.
Express checkout in under a minute, or save addresses and cards for next time. Encrypted from cart to confirmation.
03 — The difference
A few of the small decisions that quietly add up to a better shopping experience.
Product curation
Who decides what's on the shelf
Shipping cost
On qualifying orders
04 — The guarantees
The fine print, in plain English. If we ever fall short of any of these, we'll make it right — no need to ask twice.
“Find it cheaper, we'll refund the difference.”
Spot the same item for less at a competing retailer within 14 days of purchase and we'll credit the difference back to your original payment method.
“Every product, sourced directly.”
We work straight with brands and verified distributors. Every item ships with its serial, certificate or proof of authenticity where applicable.
06 — The questions
Six questions shoppers ask most often. Tap any to expand.
Orders placed before 2 PM in your local timezone ship the same business day from the warehouse nearest to you. You'll receive a tracking link by email and in your account as soon as the carrier picks it up.
Free standard shipping applies once your cart subtotal crosses the free-shipping threshold for your region — you'll see exactly where you stand in the cart. Express options are always available at checkout.
Your turn
Every promise on this page applies from the very first order. No memberships, no fine print, no surprises — just My Store doing what we say.
Most orders ship the same day from regional warehouses. Track every step with carrier-direct updates straight to your inbox.
Changed your mind? Wrong fit? Just send it back — we cover return shipping on most categories and refund within 48 hours of receipt.
Payments are tokenized end-to-end via Stripe — we never see or store your card. Every page is encrypted, every action is audited.
When something goes sideways, you'll talk to a person who can actually help — not a chatbot loop. Median response under two hours.
Curbside-recyclable mailers, FSC-certified cartons and a carbon-offset partner program on every delivery, included.
Orders placed before 2 PM ship the same day from the warehouse nearest you, with full carrier tracking.
Need to return, swap, or ask a question after delivery? Our team replies in hours — not business days.
Return window
Time to change your mind
Support response
Median time to first reply
Payment security
How your card is handled
Hidden fees
At checkout or after
“Money back within 48 hours of receipt.”
Once your return reaches our warehouse, refunds land on your original card within two business days — no manual approval queue, no surprises.
“Covered, from cart to doorstep.”
Lost in transit? Damaged on arrival? You're covered. We'll either resend immediately or refund in full — your call.
You have 30 days from delivery to start a return. Open your order in your account, choose 'Return items', print the pre-paid label and drop the parcel at any approved carrier point. Refunds clear within 48 hours of warehouse receipt.
Yes. All payments are processed by Stripe (PCI-DSS Level 1). We never see your full card number — only a one-way token used to authorize and refund that specific order.
Take a quick photo and contact support within 48 hours of delivery. We'll either ship a replacement immediately or refund in full — your choice, no return shipping required for damaged goods.
If your order hasn't shipped yet you can update or cancel it from your account in a single click. Once it's with the carrier, the easiest path is to accept delivery and start a return — we'll cover the shipping.