My Store help center
Answers to the questions shoppers ask most often — orders, shipping, returns, payments, account. Can’t find it here? A real person is one click away.
01 — Self-service
Most things people email us about can be done in a few taps from your account. Here are the most common.
02 — Browse by topic
Tap any topic to jump straight to the FAQs in that area. Or use the search at the top of the page.
Placing, tracking, editing, and cancelling.
Dispatch times, tracking, and worldwide rates.
30-day window, pre-paid labels, fast refunds.
Accepted methods, charges, and invoices.
Sign-in, passwords, two-factor and privacy.
Availability, restocks, sizing and care.
03 — The questions
Tap any question to expand. Anchor links at each section make sharing a specific answer easy.
5 questions
Placing, tracking, editing, and cancelling.
Add items to your cart, open the cart and choose Checkout. Sign in or check out as a guest, confirm your address, pick a shipping option, and pay. You'll receive an email confirmation within minutes — and find the order under Account › Orders if you're signed in.
Open Account › Orders to see live status for every order. Once the carrier picks it up, the same page shows the tracking number with a direct link to the courier's site. You'll also receive an email every time the status changes.
If the order hasn't shipped yet, open it in Account › Orders and use Cancel or Edit address. Once dispatched, the simplest path is to accept delivery and start a free return — we cover the shipping in both directions.
Check with neighbours and any safe-place locations the carrier may have used (look at the carrier's photo proof, if any). If it's still missing after 24 hours, contact support — we'll open a claim and either resend or refund within 48 hours.
Sorry about that. Take a photo of what arrived and email support within 7 days of delivery. We'll send the correct item right away and arrange a free pick-up of the incorrect one — no need to box anything yourself.
4 questions
Dispatch times, tracking, and worldwide rates.
Standard shipping is free once your cart subtotal crosses your region's free-shipping threshold (the cart tells you exactly how much further you need to go). Below that, the standard rate is calculated at checkout based on weight and destination. Express options are always available.
Most orders ship the same business day when placed before 2 PM local time. Domestic standard shipping arrives in 2–5 business days; international takes 5–14 business days depending on the destination. Express options halve those windows.
We ship to over 120 countries. If your country appears in the checkout address selector, we ship there. Duties and import taxes for international orders are calculated and shown before payment, so there are no surprises on delivery.
Tracking can pause for 24–72 hours during carrier hand-offs (especially at customs for international orders). If there's no update after 5 business days, contact support with your order number and we'll investigate with the carrier on your behalf.
5 questions
30-day window, pre-paid labels, fast refunds.
You have 30 days from delivery to start a return on most categories — no questions asked. Items should be unworn, unwashed and in their original packaging. A few categories (intimates, perishables, custom items) are excluded; this is flagged on the product page.
Open Account › Orders, choose the order and tap 'Return items'. Pick the items, the reason, and your preferred refund method. We email a pre-paid return label within minutes — drop the parcel at any approved carrier point.
Refunds are issued within 48 hours of the warehouse receiving your return. After that, your bank typically takes another 2–5 business days to make the money visible — most cards show it within 3 days, some take a little longer.
Take photos of the damage and the packaging within 48 hours of delivery, then contact support. We'll either ship a replacement immediately or refund in full — your choice. You don't need to return the damaged item.
Yes. Start a return as usual, then pick 'Exchange for a different size or colour'. We hold the new item for you and ship it as soon as the original is dropped off — so you're never without it for long.
4 questions
Accepted methods, charges, and invoices.
All major credit and debit cards (Visa, Mastercard, Amex), Apple Pay and Google Pay. Depending on your region, you'll also see Klarna, Afterpay or Affirm for instalments. Every transaction is processed by Stripe.
Yes. Payments are tokenized end-to-end via Stripe (PCI-DSS Level 1). We never see or store your full card number — only a one-way token used to authorize and refund that specific order. The whole site runs on TLS.
What looks like a duplicate is almost always a pre-authorisation hold — the bank rings the amount but only one becomes a real charge. The hold drops off in 1–7 business days. If both charges settle, contact support and we'll refund immediately.
Every order's PDF invoice is available under Account › Orders › order detail. For business invoices with a VAT number, add the number at checkout (Billing details) or reach out to support after the order — we re-issue at no cost.
4 questions
Sign-in, passwords, two-factor and privacy.
From the sign-in page, tap 'Forgot password' and enter your email. We send a one-time reset link valid for 30 minutes. If it doesn't arrive within a couple of minutes, check spam — and confirm you're using the same email as your account.
Yes. Open Account › Settings › Profile and update the email field. We send a verification link to the new address — once confirmed, future order updates and the next sign-in use it. Past orders stay tied to your account.
Open Account › Addresses to add, edit and remove shipping addresses. You can mark one as default — it'll be pre-filled at checkout. Adding an address mid-checkout also offers a save option for next time.
Yes. Email support from the address on your account and we'll permanently remove your personal data within 30 days. We retain order records as required by tax law, but they're anonymised and disconnected from your identity.
4 questions
Availability, restocks, sizing and care.
Most popular items restock within 2–6 weeks. On the product page, tap 'Notify me when available' and we'll email you the moment it's back in your size or variant — no spam, just the one alert.
Each product page has a 'Size guide' link under the size selector with measurements and a fit note. If you're between sizes, our buyer recommendations (next to the guide) tell you which way to lean. Free returns make trying easy.
Yes. Every brand listed is either an authorised partner or a verified distributor, and items ship with their serial number, certificate or proof of authenticity where applicable. If you ever doubt a product, send a photo to support for verification.
Yes — once your order is delivered, you'll see a 'Write a review' button next to each item in Account › Orders. Reviews are tied to verified purchases, so they're never edited, hidden or paid for.
Still stuck?
Email us, ring us, or send a message through the contact form. Whichever you pick, you’ll hear back from a real person at My Store — usually within a couple of hours.