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Customer Help

Common purchase queries answered

Orders and Shipping

Typical delivery time is between 5-14 days to any country of the world.
Most items are despatched within 2-3 days, and if delivery is likely to take longer than this we will let you know before we process your payment. If for any reason we cannot accept your order or anticipate a delay in delivery, we will contact you.

We will email you confirmation after your order has been despatched. You might not receive this confirmation email if you made a spelling mistake when you entered your email address. Login and check your registered email address. Spam filters in your email program may also block this type of email. Please check your junk mail folders.

If you do not receive your goods within 25 working days, please contact us for tracking information. Please note, most of international delivery services do not consider items to be lost until 30 days have elapsed.

You can track your parcels using our tracking service.

Please contact us as soon as possible. Once we have reviewed the damaged goods we will despatch a replacement or refund you in full.

All items are shipped using optimal for your country reputable delivery service. A signature will be required, so please ensure that someone will be available to sign for your parcel. If no-one is available to sign, the courier will usually attempt to deliver twice, and then will leave a card telling you how to arrange redelivery or pick up from their local office. Be warned, however, you must do this within one week, otherwise the parcel is returned to us.

We can deliver to anywhere in the world. Please note: in some countries you may be liable for import taxes.

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

If you need to swap an item

Returns and Exchanges

All orders can be canceled until they are shipped. Once the packaging and shipping process has started, it can no longer be canceled.

If you are not satisfied with your purchase, you can return it for a replacement or refund. You have the right to return your order within 10 calendar days starting from the day on you have received your package. The product must be in an unused condition and in its original packaging, if possible, with all its accessories and all packaged components. Shipping costs will be the responsibility of the customer in cases of buyer personal reasons, such as didn’t like the color/quality, changed your mind, ordered by mistake, etc. We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or a faulty product.

If you want to initiate a return, please complete the following steps:

  • Please send us a photo of the products you’ve received with the return request to the support@mystore.com and we will guide you through the steps.
  • Return the item to the provided address in response email within 10 calendar days and send us the tracking number after you ship the item.
  • Please do not send your purchase back to us unless we authorize you to do so.
  • full refund if you don’t receive your order;
  • full refund if your order does not arrive within the guaranteed time (25 business days);
  • full or partial refund if the item is not as described or damaged;
  • full refund if you do not want the product you have received (but you must return the item at your expense and the item must be unused).
  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

You can submit refund requests within:

  • 10 business days after the order is delivered;
  • 25 business days since your order was placed. You can do it by sending a message on Contact Us page.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

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