FAQ’s ON PAYMENT
Q: What payment methods do you accept?
A: We accept the following major credit and debit cards; Visa, MasterCard, Maestro, Switch, Solo and AMEX
We also accept paypal
Q: Is my payment information safe?
A: Security is very important to us at Missguided and our site contains its own encryption software to ensure your information is always safe. All transaction information passed between our site and the Sage Pay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Protx are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to the Sage Par servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data held by Sage Pay is extremely secure and Sage Pay are regularly audited by the banks and banking authorities to ensure it remains so.
Sage Pay have multiple private links into the banking network that are completely separate from the internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within Sage Pay are able to decrypt transaction information or cardholder data. Their systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from their own employees because their systems never display the full card numbers, even on administration screens.
Q: What currencies do you accept?
A: Missguided accepts Pound Sterling, US Dollars, Euro's & Danish, Swedish & Norwegian Kroner
Q: When will I be charged?
A: If your card has been authorised, payment will be taken immediately. You will receive an email confirming your order has been successful.
In the event that your card has not been authorised for payment, payment will not be taken and we will email you to let you know why your bank card or issuer couldn’t authorise the payment. Don’t worry at this stage since there is usually something simple that can be done to fix this.
Q: What is ‘MasterCard SecureCode?
A: This is a service that has been
introducing to all Maestro cardholders to protect your card details with a personal password so you can shop with the assurance that your information is safe. For more information click here
FAQ’s ON DELIVERY
Q: What delivery options do you provide?
A: We offer 2 delivery options for our UK deliveries. A Standard Delivery option which takes 2-3 working days and a Next Day Service where you will receive your item(s) the next day between 9am and 5pm providing the order is made before 4pm.
For our International deliveries we only offer 1 option which is Standard delivery and takes up to 10 working days.
Please refer to our delivery section for more information on delivery.
Q: How much does postage and packaging cost?
A: For our UK deliveries we charge £3.95 for Standard Delivery and £5.30 for the next day service.
For Europe we charge £7.50 for Standard Delivery and £13.99 for a next day service
For USA we charge £10.99 for a next day service
For other international orders we charge £15.95 for a Standard Delivery Service
Q: Where do you deliver to?
A: You can find out if we deliver to your country by referring to our list of international countries we deliver to. If your country is not on our list we apologise but cannot delivery to you at the moment.
Q: Do I need to sign on delivery?
A: Yes, deliveries require a signature on receipt. If there is no-one available to sign a calling card will be left.
Q: Which carrier will deliver my order?
A: We use a variety of carriers for deliveries.
Q: Will I be charged customs and import charges?
A: Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately we have no control over these charges, and are unable to tell you what the cost would be since customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Q: What happens if I am not in for my delivery?
A: You will be emailed and/or sent an SMS with your delivery information and tracking code. You will also be given a 1 hour delivery window of when your order will be delivered to you (applies to most UK orders). If you are not in to receive your order our courier will either find a safe place to leave your parcel (eg with a neighbour) or they'll leave a calling card with a phone number, so you can contact them to re-arrange delivery at a more convenient time.
If you would like your parcel to be left in a speicifc place or with a specific neighbour please leave a note signed and dated for our couriers.
If you have not contacted the carrier and still not received the delivery it will be returned to us. We will then attempt to contact you to see if you would like us to re-despatch the item.
Any parcel returned to us because of a customers failure to organise a re-delivery will result in a £5 reduction from any refund we may give the customer.
If a customer wants a refund on the undeliverable parcel the refund will be minus £5 plus the cost of original shipping.
For international orders our carrier will attempt to deliver at least 3 times. If the order is returned back to us after that the cost of the return will be deducted from the customers refund.
FAQ’s ON SIGNING UP/ MY ACCOUNT
Q: Do I need to sign up in order to shop?
A: Yes. Setting up an account makes it easier for us and for you. It will allow you to order without having to fill out your details every time you shop with us. You will also receive some benefits such regular newsletters and better yet exclusive discounts and offers from time to time.
You can set up an account before you start shopping or alternatively you can add any items you like to the shopping bag and create an account at the checkout.
To sign up click here.
Q: How do I sign up for the Missguided newsletter?
A: The easiest way to sign up for our newsletter is to create an account. You will not have to purchase anything at the time; this will just give you a head start when you do.
Alternatively you can enter your email address under the Newsletter section on our home page.
Q: How do I change my details?
A: Once you have set up an account you can log into 'My Account' at anytime to change your email, password and delivery details.
FAQ’s ON ORDERS
Q: How do I make an order?
A: To make an order you can browse through the online shop and select the item(s) you wish to purchase. You then add the item you want to your shopping bag.
To complete the order go to the checkout area where you can pay for your item.
If you are a registered user and are logged in you will go straight to the payments section. If you are a new user you will have to register and you will then be re-directed to the payment section.
Q: How do I change or cancel my order?
A: This would depend on the status of your order. If your order has already been dispatched then the item(s) will have to be returned once you have received them. If the item has not been dispatched you can contact us using our enquiry form providing all your order information. We can not guarantee that your order will be changed or cancelled but we will try our best. If we are successful in cancelling your order, you will be charged a £1.50 admin fee.
FAQ’s ON DISCOUNT CODES
Q: What is a discount code?
A: Discount codes are something we like to publish or send to our registered customer from time to time. By redeeming them you will be able to save a percentage on certain items or of your whole order!
Q: Where can I find discount codes?
A: We will email our customers with a registered account from time to time with special discount codes. If you haven’t got an account just set one up and you will receive any special promotions we offer. It couldn’t be any easier!
We might also team up with some fashion press from time to time to offer discounts to readers so make sure your keep your eyes open for any special offers.
Q: How do I redeem discount codes/coupons?
A: If you want to use your discount code in order to make a saving you must first add the goods you want to buy to the shopping bag and proceed to the checkout. On the payment information page you can enter the code and click on ‘redeem’. Your order price will then be re-calculated and you can proceed to the checkout with a great saving.
Q: What happens if I forgot to use my discount code?
A: If you forgot to use your discount code and have already checked out there is nothing we can do unfortunately. However please bear in mind some discount codes will last for a certain time period so your welcome to use them again!
Q: Can I use more then one discount code on an order?
A: Only one discount code can be used per order. This includes using our NUS extra discount.
FAQ ON RETURNS
Q: How do I return an item?
A: If you want to return your purchase it must be in condition with our returns policy and within 14 days of the date shown on your dispatch note.
You must notify us online before you make a return. You can do this by:
• Log into your account and view ‘My Orders’ to see your order history.
• Then select the relevant order you would like to return.
• You must choose a return reason and then click on ‘Add to Return List’
Your return will then be logged online.
• Repack the item in the same condition it was in when received.
• Remove the Missguided address label found at the bottom of your delivery note. (If you have lost your delivery note please send to this address: Missguided Ltd, Unit 12, Springfield Business Centre, Springfield Lane, Salford, Manchester, M3 7JQ.
• Add the sticker to the postage bag you are using to return the parcel.
• You then need to return the package to a Post Office counter. Remember to obtain and keep a certificate of postage from the Post Office since this will act as your proof of delivery.
EU & REST OF WORLD CUSTOMERS: In order to make a return please follow our returns procedure but you will have to pay for the returns cost yourself.
Q: What do I do if I receive the wrong item?
A: In the unlikely event that we send you the wrong item please forgive us!
Please contact us via our enquiry form and give us the following details:
• Order number
• Product code or name
• Details of the fault
• Whether you would like to refund or exchange the item(s)
Q: How do I know if you have received my return?
A: As soon as we receive your return we will email you to inform you. Remember to follow our returns policy carefully and to keep the receipt from the Post Office as proof of postage.
If we have not got back to you within 10 days of you sending your item back please conact us using our enquiry form stating 'return' as your enquiry reason and we will look into the matter for you.
Q: Can I exchange my item for a different style item?
A: Unfortunately you can not do this. You are able to exchange your item for another size or colour but not to a different style.
If you do want a different item please follow our free (UK customers only) returns policy and you will receive a full refund minus the initial delivery cost. You can then proceed to purchase a new item in the usual way.
Q: When will I receive my replacement item?
A: We aim to send out your replacement item within 2-3 days of receiving your return. When we have received your return we will email you to inform you; we will then send you another email to let you know that your replacement is on the way.
You will not be charged for the delivery cost on your exchanged item and we will send it in the same method as it was sent on your original order.
Please refer to our returns policy for further information.
Q: When will I receive my refund?
A: We will process your refund within 1 week of receiving your returned parcel. We will send you an email to inform you that we have received it and that we are processing your refund. Please make sure you clearly follow our returns policy so there are no issues here.
After you have received your email please allow up to 10 working days for the refund to be credited back to your account. This is something we have no control over and is up to your bank or card provider. Your refund will be credited back to the same account you used to make the payment with.
Q: How come you have not refunded the original delivery charge?
A: We are sorry but we can not refund the initial delivery charge. However if you choose to exchange your item to a different size or colour of the same style we will send the new item out to you free of charge.
FAQ ON MISSGUIDED
Q: Do Missguided have any stand alone shops?
A: No way! Missguided is solely an internet retailer and wants to stay that way.
Who needs the journey into town, paying for parking, the queues at the checkout and the carrying of bags when you can shop in the comfort of your own home and have everything delivered to your door step?!
Q: What’s the best way to contact you?
A: As an online retailer we find it more efficient and effective if you contact us by email rather than by phone using our enquiry form. We aim to answer all enquires within an hour of them being sent so we can provide the best possible service to you.
Q: I would like to supply Missguided; how do I do this?
A: If you have a supplier enquiry please contact us using our enquiry form with your request.
Q: Do you do wholesale?
A: For wholesale enquires please contact us using our enquiry form with your request.
Q: Do you have sizing chart?
A: Of course we do! Sizing chart. We want everything you buy from this site to look and fit great!
Q: I would like some more information on a product on the site.
A: We aim to provide as much information on each style as possible including content, product descriptions and washing instructions. However if you require more information on a product please contact us using our enquiry form with your request and we will do our best to get back to you a.s.a.p.