Help a girl out

  • Browse FAQ's Browse FAQ's

    Hey! where's my order?

    While we’re getting your parcel ready to go you can check where it’s up to in My Account. When it’s ready you’ll get an email to let you know your order has left our warehouse.

    Your courier will then drop you an email with a link to your personal tracking information. Your courier company will depend on the delivery option you selected.

    Where possible our couriers will also send you a text confirmation on the morning of your delivery. Check we’ve got the right mobile number here.

    Don’t forget that some of our couriers work ‘til 9pm, so your order could arrive in the evening.

    We know you’re busy people so if you’re not in then our couriers will try to leave your parcel with a neighbour or in a safe place, or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

    You can check the progress of your order as it makes its way to you through the links below. You'll need the tracking number provided in your courier dispatch email:

    You can also check here to see if there are any delays in your area due to adverse weather conditions.

    How do I return an item?

    If you wanna return anything (except grooming products, pierced jewellery, underwear or swimwear if the hygiene seal has been removed, or any other item that cannot be returned for health or hygiene reasons), then make sure it’s within 14 days and that…

    • the items are unworn and unwashed
    • if it’s shoes, the items haven’t been worn and show no signs of it
    • the items all still have the Missguided tags attached
    • there’s no make up stains

    We have arranged a number of super easy ways to return any unwanted items. If you use these methods there will be a charge (unless otherwise stated on your Delivery Note) which will be deducted from your refund. See below the costs for each return method.

    You can also return using your own method although you'll have to arrange this yourself. If you wanna go ahead with your own way, return the item(s) to Missguided Returns, 22 Central Park Estate, Mosley Road, Manchester, M17 1PG (or you can print the address here).

    • On your delivery note, tick the items you wanna return
    • Tell us why you’re returning it using the reason codes provided (was it too big, too small? just not what you thought?)
    • Enclose your delivery note with the item(s) and package up securely, using the original packaging if possible

    Oh, and don’t forget to keep your proof of postage – we’ll need this if there are issues with your return.

    ROYAL MAIL

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Peel off the Royal Mail returns label from your delivery note or print a new one here. Attach it to the front of your parcel, making sure that any original delivery labels are covered
    • Take your parcel to any Post Office counter
    • Ask for a certificate of postage from the Post Office if you’re not already given one
    • You can track your return back to us here

    HERMES (DROP OFF)

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Peel off the Hermes returns label from your delivery note or print a new one here. Attach it to the front of your parcel, making sure that any original delivery labels are covered
    • Drop off your parcel at one of over 5,000 Hermes ParcelShops nationwide. Find your most convenient drop off point here
    • Ask for a certificate of postage from the Hermes ParcelShop if you’re not already given one
    • You can track your return back to us here

    HERMES (COLLECTION)

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Hermes can collect your package from an address of your choice (postcode restrictions apply). Book your return here and follow the simple steps online
    • Print and attach the Hermes returns label to the front of your parcel ensuring any original delivery labels are covered
    • You will receive a confirmation email with a link to your tracking details

    COLLECT+

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Print off a Collect+ returns label here
    • Take your parcel to your local Collect+ point
    • Obtain a certificate of postage from the store
    • You can track your return back to us here

    ASDA TOYOU

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Print a Returns label here or in store when you visit
    • Go to the toyou click & collect returns kiosk at your most convenient ASDA Store – enter your order details and print your label (if you haven’t already)
    • Place in the returns bin or hand to a store colleague
    • You can track your return back to us here

    DODDLE

    • This method costs £1.95 (unless otherwise stated on your delivery note)
    • Simply take your parcel to your local Doddle Store and their lovely staff will do the rest
    • Obtain a certificate of postage from the store
    • You can track your return back to us here

    Hey! have you received my return?

    You can track your returns online if you’ve returned using one of our returns methods.

    Track your returns using the links below:

    Please allow up to 10 working days for your parcel to be returned to Missguided. We’ll shoot you an email as soon as the Missguided unicorns have processed your return.

    After 10 working days if you have checked your return tracking status and still need help, please get in touch with our Customer Care Team quote your order number and details of the items returned for a speedy response.

    How long will it take to process my return?

    If you’ve returned using one of our provided returns methods, please allow up to 10 working days for us to receive your items, process your return and confirm your refund amount. We’ll send you an email when this has been done.

    Once we've confirmed that your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.

    • Bank Account payments will take 3 - 5 working days
    • PayPal payments will take 1 - 2 working days
    • Payments via the Missguided app will take 5 - 10 working days

    Help! I’ve not received my refund?

    It can take around 2 - 4 weeks for your refund to be returned to you from the date you post your item(s) back to us.

    Please allow 10 working days for us to receive your items, process your return and confirm your refund amount. We’ll send you an email when this has been done.

    Once your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.

    • Bank Account payments will take 3 - 5 working days
    • PayPal payments will take 1 - 2 working days
    • Payments via the Missguided app will take 5 - 10 working days

    Can I exchange an item If I wanna?

    UK customers can exchange for a different size or colour of the same item. If you’d like a different item or you're an outside of the UK, you’ll need to return the unwanted item for a refund and place a new order.

    See 'how do I return an item?' for details on how to send items back to us.

    Help! there's an item missing from my delivery, what should i do?

    Some of our items are so popular that they can go out of stock super quickly. Unfortunately that means that occasionally we’re not able to send you all the items in your order.

    You should have received an email from us confirming this and advising of a refund being processed for the missing item. Depending on how you paid please allow the following times for your refund to appear in your account:

    • Bank Account payments will take 3 - 5 working days
    • PayPal payments will take 1 - 2 working days
    • Payments via the Missguided app will take 5 - 10 working days

    Help! i've received the wrong item, what should i do?

    We’re really sorry that something’s gone wrong.

    Please return the item to us for an exchange (subject to the correct item being in stock), or full refund if you prefer. If the correct item is no longer in stock we’ll issue a full refund. In these instances we wouldn’t deduct returns postage from your refund.

    Full details on how to return an item can be found here.

    Can I amend my order?

    We’re super quick at processing orders to make sure you get your new stuff as soon as possible.

    You can amend your order as much as you like before you click “Confirm & Pay” but after this point you won’t be able to make any changes, and your items will be sent out to you as per your order confirmation.

    Can I amend my delivery address?

    We’re super quick at processing orders to make sure you get your new threads as soon as possible. So unfortunately once your order’s been placed we can’t make any changes to your delivery address and your order will be sent out to you as per your order confirmation.

    You can store multiple billing and delivery addresses, and set your default address in My Account.

    What does my order status mean?

    Processing: your order has been placed and your payment taken successfully.

    To Collect: your order has been passed on to the warehouse for processing.

    Collected: your order is being processed by the warehouse.

    Complete: your order is ready for dispatch.

    On Hold: your order has been temporarily placed on hold.

    Cancelled: your order has been closed. This could either be because you’ve cancelled your order with us, or because additional identification requested was not received within the allowed time.

    Closed: your order has been partially or fully refunded.

    How often do you re-stock sizes?

    We’re in the business of fast fashion so sometimes you have to be quick to grab the pieces you’re coveting.

    We’re always looking out for the hottest items and restock/stock similar styles every 2 - 4 weeks.

    Keep close eye on our back in stock page for updates.

    Do you have a size guide?

    Do you accept student discount?

    Yep, we do. Students studying in the UK & Ireland can receive discount throughout the year with a valid NUS Extra card or registering with UNiDAYS.

    Once you’ve added your must-haves to your bag you need to click “view bag/pay securely” and click "discount/promo codes". Enter your discount code into the Student Discount box and click “Submit”. You can then head over to the checkout to complete your order.

    Your student discount doesn’t apply to delivery charges or sale items and can’t be used in conjunction with any other offer.

    You can only use one discount code per order and Missguided reserve the right to terminate this privilege discount without notice.

    Can I use more than one discount code on my order?

    Unless otherwise stated discount codes can't be used in conjunction with any other offer or promotion or on top of any student discount you may be entitled to. And you can only one discount code per order.

  • Delivery Delivery

    How do I track my delivery?

    While we’re getting your parcel ready to go you can check where it’s up to in My Account. When it’s ready you’ll get an email to let you know your order has left our warehouse.

    Your courier will then drop you an email with a link to your personal tracking information. Your courier company will depend on the delivery option you selected.

    Where possible, our couriers will also send you a text confirmation on the morning of your delivery. Check we’ve got the right mobile number here.

    You can check the progress of your order as it makes its way to you through the links below. You'll need the tracking number provided in your courier dispatch email:

    Hey! where's my order?

    While we’re getting your parcel ready to go you can check where it’s up to in My Account. When it’s ready you’ll get an email to let you know your order has left our warehouse.

    Your courier will then drop you an email with a link to your personal tracking information. Your courier company will depend on the delivery option you selected.

    Where possible our couriers will also send you a text confirmation on the morning of your delivery. Check we’ve got the right mobile number here.

    Don’t forget that some of our couriers work ‘til 9pm, so your order could arrive in the evening.

    We know you’re busy people so if you’re not in then our couriers will try to leave your parcel with a neighbour or in a safe place, or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

    You can check the progress of your order as it makes its way to you through the links below. You'll need the tracking number provided in your courier dispatch email:

    You can also check here to see if there are any delays in your area due to adverse weather conditions.

    What are my delivery options?

    We offer the below UK & International delivery options:

    Delivery OptionDelivery Time Cut Off TimesDelivery Cost
    UK Standard Delivery 3 - 5 working days Deliveries take 3 - 5 working days and are delivered between 8am - 9pm (excludes Weekends & Bank Holidays). 99p - FREE on orders over £30
    UK Next Day Delivery 1 working day Order before 10pm to receive your order tomorrow. Orders made after 10pm will be delivered the day after (excludes Sundays & Bank Holidays). Deliveries are made anytime between 8am - 9pm. Postcode restrictions apply. £1.99 - FREE on orders over £60
    UK Click & Collect 1 working day Order before 8pm to receive your order the next working day at your choice of our collection point partners. You will receive an e-mail or sms confirmation when your order is ready to collect. Orders made after 8pm will be delivered the 2nd working day (excludes Weekends & Bank Holidays). £1.99
    UK Evening Next Day 1 working day (6pm - 10pm) Order before midnight to receive your order the following evening (excludes Sundays & Bank Holidays). Deliveries are made anytime between 6pm - 10pm. Postcode restrictions apply. £4.99
    UK Sunday Delivery Sundays Order before 10pm Saturday to receive your items on Sunday. Orders made after 10pm Saturday will be delivered the following Sunday. Postcode restrictions apply. £4.99 - FREE on orders over £60
    International Standard 3 - 11 working days Deliveries can take 3-11 working days (excluding weekends and bank holidays) This delivery option is for Russia, Ukraine, Moldova, Azerbaijan, Romania, Albania, Armenia and Georgia and also includes all countries outside of Europe. A full list of countries we deliver to can be found here. £15 - FREE on orders over £120

    For deliveries to Europe, USA, Canada, Australia & New Zealand. Please visit our dedicate sites for more information

    What countries do you deliver to?

    Customers in the following regions should shop from these sites:

    UK & International
    ROI & Europe
    France
    Germany
    USA & Canada
    Australia & New Zealand


    For a full list of countries we deliver to please click here. International customers can shop through our UK & International site in 12 different currencies.

    Will I be charged customs & import duties?

    Customs & import duty charges do not apply to customers in the UK or EU.

    For International customers the price of the items does not include customs & import duties as these charges vary from country to country. So please be aware that you might be required to pay these when you accept delivery of the items from your courier.

    What time can I expect my delivery?

    Deliveries can be made anytime between 8am and 9pm, so your order could arrive in the evening.

    Where possible our couriers will also send you a text confirmation on the morning of your delivery. Check we’ve got the right mobile number here.

    Our couriers do their best to deliver your parcels to fit around you. If you’re not in, our couriers will try to leave your parcel with a neighbour or in a safe place around your property. Or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

    What if i'm not in when my delivery arrives?

    We know our customers are busy people and you might not always be at home when your parcel arrives. If you’re not in our couriers will try to leave your parcel with a neighbour or in a safe place around your property. Or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

    Do I need to sign for my delivery?

    We know our customers are busy people and you might not always be at home when your parcel arrives. If you’re not in our couriers will try to leave your parcel with a neighbour or in a safe place around your property. Or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

    Can you deliver to addresses other than my billing address?

    Yes we can. At the checkout you can choose an alternative delivery address to your billing address.

    You can save multiple delivery addresses in My Account so you can easily select the most convenient one for your current order, e.g. work, college etc.

    However, once your order has been processed and you’ve received your order confirmation email we’re unable to make any changes to delivery details.

    Help! i've received the wrong item, what should i do?

    We’re really sorry that something’s gone wrong.

    Please return the item to us for an exchange (subject to the correct item being in stock), or full refund if you prefer. If the correct item is no longer in stock we’ll issue a full refund. In these instances we wouldn’t deduct returns postage from your refund.

    Full details on how to return an item can be found here.

    Help! there's an item missing from my delivery, what should i do?

    Some of our items are so popular that they can go out of stock super quickly. Unfortunately that means that occasionally we’re not able to send you all the items in your order.

    You should have received an email from us confirming this and advising of a refund being processed for the missing item. Depending on how you paid please allow the following times for your refund to appear in your account:

    • Bank Account payments will take 3 - 5 working days
    • PayPal payments will take 1 - 2 working days
    • Payments via the Missguided app will take 5 - 10 working days

    Do you deliver to BFPO addresses?

    Yes, we do. You’ll need to make sure that your delivery postcode is in one of the following formats:

    • BFPO
    • BF
    • HA4 6DQ

    Your parcel will only be tracked to your BFPO office. After that you’ll need to get in touch with the BFPO for further delivery updates.

    More information on deliveries to BFPO addresses can be found here.

    Do you deliver to PO box addresses?

    We love everyone equally but unfortunately we’re unable to deliver to PO box addresses.

    What delivery couriers do you use?

    Once your order has left our warehouse, your courier will then drop you an email with a link to your personal tracking information. Your courier company will depend on the delivery option you selected.

  • Orders Orders

    Hey! where's my order?

    While we’re getting your parcel ready to go you can check where it’s up to in My Account. When it’s ready you’ll get an email to let you know your order has left our warehouse.

    Your courier will then drop you an email with a link to your personal tracking information. Your courier company will depend on the delivery option you selected.

    Where possible our couriers will also send you a text confirmation on the morning of your delivery. Check we’ve got the right mobile number here.

    Don’t forget that some of our couriers work ‘til 9pm, so your order could arrive in the evening.

    We know you’re busy people so if you’re not in then our couriers will try to leave your parcel with a neighbour or in a safe place, or they may attempt to re-deliver the next working day (excludes Sundays & Bank Holidays). If this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.

    You can check the progress of your order as it makes its way to you through the links below. You'll need the tracking number provided in your courier dispatch email:

    You can also check here to see if there are any delays in your area due to adverse weather conditions.

    Can I amend my order?

    We’re super quick at processing orders to make sure you get your new stuff as soon as possible.

    You can amend your order as much as you like before you click “Confirm & Pay” but after this point you won’t be able to make any changes, and your items will be sent out to you as per your order confirmation.

    Can I amend my delivery address?

    We’re super quick at processing orders to make sure you get your new threads as soon as possible. So unfortunately once your order’s been placed we can’t make any changes to your delivery address and your order will be sent out to you as per your order confirmation.

    You can store multiple billing and delivery addresses, and set your default address in My Account.

    What does my order status mean?

    Processing: your order has been placed and your payment taken successfully.

    To Collect: your order has been passed on to the warehouse for processing.

    Collected: your order is being processed by the warehouse.

    Complete: your order is ready for dispatch.

    On Hold: your order has been temporarily placed on hold.

    Cancelled: your order has been closed. This could either be because you’ve cancelled your order with us, or because additional identification requested was not received within the allowed time.

    Closed: your order has been partially or fully refunded.

    I’ve seen a product but it’s not in stock any more?

    Oh no! We understand how frustrating it is that the item you are obsessing over is currently out of stock. We’re in the business of fast fashion so sometimes you have to be quick to grab the pieces you’re coveting.

    We’re always looking out for the hottest items and often restock/stock similar styles we’re sure you will fall in love with.

    Keep close eye on our back in stock page for updates.

    Why was I able to place an order for an out of stock item?

    We understand how frustrating this must be. As we’re in the business of fast fashion occasionally this can happen if an item is really popular and selling fast.

    These cases are rare, but if an item in your order sells out, we’ll contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we’ll dispatch the rest of your order and refund the out of stock item.

    We often restock popular items or similar styles - keep close eye on our back in stock page for updates.

    How often do you re-stock sizes?

    We’re in the business of fast fashion so sometimes you have to be quick to grab the pieces you’re coveting.

    We’re always looking out for the hottest items and restock/stock similar styles every 2 - 4 weeks.

    Keep close eye on our back in stock page for updates.

    Do I have the right to cancel?

    If you’re a customer in the European Union, you have the right to cancel your contract within 14 days from when you receive your order. This doesn’t apply to items that have been worn or used, pierced jewellery, underwear, or swimwear where the hygiene seal has been removed or any other item that cannot be returned for health or hygiene reasons.

    To exercise the right to cancel, you must inform Missguided of your decision to cancel the contract by either completing the Cancellation Form or by contacting our Customer Care Team detailing your name, address and order number and that you wish to cancel your contract. You must do this within 14 days of receipt of your order.

    You must then return the items to us. You can either do this by using our pre-arranged returns methods (see 'how do I return an item') or using your own method of return and returning the items to:

    Missguided Returns
    22 Central Park Estate,
    Mosley Road,
    Manchester,
    M17 1PG

    (You can print the address here)

    We’ll refund the full price you paid for the items and part of the delivery charges that you paid, up to an amount equivalent to the cost of 'Standard Delivery'. The refund will be made to you using the same method of payment as you used for the original transaction.

    Note that you are responsible for the cost of returning your item to us and that if you use our returns methods the cost of returning the item will be deducted from your refund.

    Why has my order been cancelled?

    Our items sell out super quickly due to such a high demand and sometimes an item you’ve ordered can suddenly become unavailable.

    These cases are rare, but if an item in your order sells out, we’ll contact you as soon as possible to confirm the cancellation of your order.

    If your order contains additional items, we’ll dispatch the rest of your order and refund the out of stock item.

    Will I be charged customs & import duties?

    Customs & import duty charges do not apply to customers in the UK or EU.

    For International customers the price of the items does not include customs & import duties as these charges vary from country to country. So please be aware that you might be required to pay these when you accept delivery of the items from your courier.

    Do you have any promotional codes?

    We offer new and super exciting promos on a weekly basis here at Missguided so check back soon for the latest offers.

    Make sure you’re the first to know about the hottest promos by signing up to our newsletter here.

    Do you accept student discount?

    Yep, we do. Students studying in the UK & Ireland can receive discount throughout the year with a valid NUS Extra card or registering with UNiDAYS.

    Once you’ve added your must-haves to your bag you need to click “view bag/pay securely” and click "discount/promo codes". Enter your discount code into the Student Discount box and click “Submit”. You can then head over to the checkout to complete your order.

    Your student discount doesn’t apply to delivery charges or sale items and can’t be used in conjunction with any other offer.

    You can only use one discount code per order and Missguided reserve the right to terminate this privilege discount without notice.

    Can I use more than one discount code on my order?

    Unless otherwise stated discount codes can't be used in conjunction with any other offer or promotion or on top of any student discount you may be entitled to. And you can only one discount code per order.

    What happens if I forget to use a discount code?

    Oops - we're sorry to hear this. Once your order has been placed we're not able to manually add the discount but if the code is still valid, you can still use it on your next order.

    How do I use a discount code?

    Once you’ve added your must-haves to your bag you need to click “view bag/pay securely” and click "discount/promo codes". Enter your discount code into the Student Discount box and click “Submit”. You can then head over to the checkout to complete your order.

    Your discount won’t be added to delivery charges, sale items or exclusive collections and can’t be used in conjunction with any other offer.

    Why won't my discount code work?

    Helpful hints:

    Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.

    Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

    Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. To view the included items select the link provided on your newsletter/our site.

    Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

    Why am I unable to access/order from your website?

    Oops - we’re sorry to hear you’ve been having some technical problems with our site.

    We recommend you make sure you have the latest updates for your operating system. If this doesn’t work, try using a different browser.

    What methods of payment/currency do you accept?

    We have lots of payment options available:

    You can pay for your order in any of the following currencies:

    • Pound Sterling
    • Euro's
    • US Dollars
    • Canadian Dollars
    • Australian Dollars
    • New Zealand Dollars
    • Danish, Swedish & Norwegian Kroner
    • Hong Kong Dollars
    • Singapore Dollars
    • Swiss Francs

    Is my payment information safe?

    You can be assured that shopping with Missguided is safe. We’re a member of “Secure by MasterCard” and “Verified by Visa”. They both provide additional security whilst shopping online.

    Security is very important to us at Missguided and our site contains its own encryption software to ensure critically sensitive information, such as your name, address and your credit/debit card details are always safe. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

    When will I be charged?

    Payment will be taken as soon as you hit the "Confirm & Pay" button at checkout.

  • Returns Returns

    How do I return an item?

    If you wanna return anything (except grooming products, pierced jewellery, underwear or swimwear if the hygiene seal has been removed, or any other item that cannot be returned for health or hygiene reasons), then make sure it’s within 14 days and that…

    • the items are unworn and unwashed
    • if it’s shoes, the items haven’t been worn and show no signs of it
    • the items all still have the Missguided tags attached
    • there’s no make up stains

    We have arranged a number of super easy ways to return any unwanted items. If you use these methods there will be a charge (unless otherwise stated on your Delivery Note) which will be deducted from your refund. See below the costs for each return method.

    You can also return using your own method although you'll have to arrange this yourself. If you wanna go ahead with your own way, return the item(s) to Missguided Returns, 22 Central Park Estate, Mosley Road, Manchester, M17 1PG (or you can print the address here).

    • On your delivery note, tick the items you wanna return
    • Tell us why you’re returning it using the reason codes provided (was it too big, too small? just not what you thought?)
    • Enclose your delivery note with the item(s) and package up securely, using the original packaging if possible

    Oh, and don’t forget to keep your proof of postage – we’ll need this if there are issues with your return.

    ROYAL MAIL

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Peel off the Royal Mail returns label from your delivery note or print a new one here. Attach it to the front of your parcel, making sure that any original delivery labels are covered
    • Take your parcel to any Post Office counter
    • Ask for a certificate of postage from the Post Office if you’re not already given one
    • You can track your return back to us here

    HERMES (DROP OFF)

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Peel off the Hermes returns label from your delivery note or print a new one here. Attach it to the front of your parcel, making sure that any original delivery labels are covered
    • Drop off your parcel at one of over 5,000 Hermes ParcelShops nationwide. Find your most convenient drop off point here
    • Ask for a certificate of postage from the Hermes ParcelShop if you’re not already given one
    • You can track your return back to us here

    HERMES (COLLECTION)

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Hermes can collect your package from an address of your choice (postcode restrictions apply). Book your return here and follow the simple steps online
    • Print and attach the Hermes returns label to the front of your parcel ensuring any original delivery labels are covered
    • You will receive a confirmation email with a link to your tracking details

    COLLECT+

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Print off a Collect+ returns label here
    • Take your parcel to your local Collect+ point
    • Obtain a certificate of postage from the store
    • You can track your return back to us here

    ASDA TOYOU

    • This method costs £2.50 (unless otherwise stated on your delivery note)
    • Print a Returns label here or in store when you visit
    • Go to the toyou click & collect returns kiosk at your most convenient ASDA Store – enter your order details and print your label (if you haven’t already)
    • Place in the returns bin or hand to a store colleague
    • You can track your return back to us here

    DODDLE

    • This method costs £1.95 (unless otherwise stated on your delivery note)
    • Simply take your parcel to your local Doddle Store and their lovely staff will do the rest
    • Obtain a certificate of postage from the store
    • You can track your return back to us here

    Hey! have you received my return?

    You can track your returns online if you’ve returned using one of our returns methods.

    Track your returns using the links below:

    Please allow up to 10 working days for your parcel to be returned to Missguided. We’ll shoot you an email as soon as the Missguided unicorns have processed your return.

    After 10 working days if you have checked your return tracking status and still need help, please get in touch with our Customer Care Team quote your order number and details of the items returned for a speedy response.

    Can I exchange an item If I wanna?

    UK customers can exchange for a different size or colour of the same item. If you’d like a different item or you're an outside of the UK, you’ll need to return the unwanted item for a refund and place a new order.

    See 'how do I return an item?' for details on how to send items back to us.

    How long will it take to process my return?

    If you’ve returned using one of our provided returns methods, please allow up to 10 working days for us to receive your items, process your return and confirm your refund amount. We’ll send you an email when this has been done.

    Once we've confirmed that your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.

    • Bank Account payments will take 3 - 5 working days
    • PayPal payments will take 1 - 2 working days
    • Payments via the Missguided app will take 5 - 10 working days

    What’s the deal when it comes to your returns policy?

    If you change your mind, you can return your items to us, provided:

    • Items must be returned within 14 days of delivery
    • Items must be unworn and unwashed
    • Grooming products, pierced jewellery, underwear or swimwear (if the hygiene seal has been removed) cannot be returned for health and hygiene reasons
    • Shoes must be tried on indoors and must not show any signs on wear
    • Items must have all Missguided tags attached
    • Items must be returned at the customer’s expense

    You must obtain proof of postage just in case your order is lost on its way back to Missguided. Failure to do so may result in us not being able to process your return.

    We reserve the right not to refund you if you return items to us outside the terms of our returns policy.

    How long after delivery can I make a return/exchange?

    You can return any unwanted items back to us within 14 days of delivery. Returned items must be in their original and unused condition. Please note we can’t refund any grooming products, pierced jewellery or swimwear (if the hygiene seal has been removed) for health and hygiene reasons. Shoes must be tried on indoors.

    We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy. Please view 'how do I return an item?' for more information.

    When will I get my dollar back?

    We’ll let you know by email when we’ve received your items, process your return and confirm your refund amount. This can take up to 10 working days.

    Once we've confirmed that your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.

    • Bank Account payments will take 3 - 5 working days
    • PayPal payments will take 1 - 2 working days
    • Payments via the Missguided app will take 5 - 10 working days

    Will you refund my delivery costs?

    We do not usually refund delivery costs.

    Your right to a partial refund of delivery charges only applies where your contract with us has been cancelled. See 'do I have the right to cancel?

    Will my return postage be refunded?

    If you return using one of our returns methods a small charge will be deducted (unless otherwise stated on your delivery note) from your refund depending on which option you choose. This will appear as ‘adjustment fee’ on your refund confirmation email.

    However, if the item you are returning is faulty or incorrect, we wouldn’t deduct the return cost from you. If you’ve returned using your own method of postage we would also not deduct the returns costs from your refund.

    Take a look at 'how do I return an item' for more details on how to return.

    Help me, I’ve not received my exchange?

    Please allow 10 working days for us to receive your items, process your return and confirm your exchange. We'll send you an email when this has been done.

    Exchanges are sent out via Standard Delivery which can take an additional 3 - 5 working days (excludes Weekends & Bank Holidays).

    Help! I’ve not received my refund?

    It can take around 2 - 4 weeks for your refund to be returned to you from the date you post your item(s) back to us.

    Please allow 10 working days for us to receive your items, process your return and confirm your refund amount. We’ll send you an email when this has been done.

    Once your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.

    • Bank Account payments will take 3 - 5 working days
    • PayPal payments will take 1 - 2 working days
    • Payments via the Missguided app will take 5 - 10 working days

    Help! I’ve been refunded the wrong amount, what do I do?

    When checking your refund amount please take into account any discounts that were applied to your order to calculate the correct refund amount.

    If you return using one of our returns methods a small charge will be also be deducted from your refund depending on which option you chose. This will appear as ‘adjustment fee’ on your refund confirmation email.

    Do I have the right to cancel?

    If you’re a customer in the European Union, you have the right to cancel your contract within 14 days from when you receive your order. This doesn’t apply to items that have been worn or used, pierced jewellery, underwear, or swimwear where the hygiene seal has been removed or any other item that cannot be returned for health or hygiene reasons.

    To exercise the right to cancel, you must inform Missguided of your decision to cancel the contract by either completing the Cancellation Form or by contacting our Customer Care Team detailing your name, address and order number and that you wish to cancel your contract. You must do this within 14 days of receipt of your order.

    You must then return the items to us. You can either do this by using our pre-arranged returns methods (see ‘how do I return an item') or using your own method of return and returning the items to:

    Missguided Returns
    22 Central Park Estate,
    Mosley Road,
    Manchester,
    M17 1PG

    (You can print the address here)

    We’ll refund the full price you paid for the items and part of the delivery charges that you paid, up to an amount equivalent to the cost of 'Standard Delivery'. The refund will be made to you using the same method of payment as you used for the original transaction.

    Note that you are responsible for the cost of returning your item to us and that if you use our returns methods the cost of returning the item will be deducted from your refund.

  • Your Account Your Account

    How do I create an account?

    You’ll need an account to shop with Missguided so let’s hook up.

    Creating an account means you can place orders without having to fill in your details every time you shop. You can create an create an account or start shopping now and set up your account when you checkout instead.

    How do I reset my password?

    If you forget your password, don’t panic, just select the 'forgotten your password?' link at login and we’ll send you an email explaining how to re-set it.

    If you can sign into your account, select the ‘edit your details’ tab and then click the ‘change password’ box. A drop down will appear asking you to enter your old password and then select a new password before hitting ‘save’. Your password will now be updated.

    How do I change the details on my account?

    You can change your details by logging in.

    Just click on 'edit your details' or 'edit addresses' to update your personal information, password and address book.

    Why can't I sign into my account?

    You’ve gotta make sure you’re entering the correct username and password to sign into your account. If you’ve forgotten your password, don’t panic. Just go to the Forgotten Password page to reset.

    If you’re still experiencing issues please contact our Customer Care Team.

    How do I subscribe/unsubscribe to the newsletter?

    If you wanna keep up with all the hottest trends, biggest promos and all things Missguided, make sure to sign up to our newsletter. Just click 'Sign Up' at the top of our website.

    To unsubscribe to the newsletter, either:

    • Scroll to the bottom of any of our emails and click 'Unsubscribe from all future correspondence'
    • Log into your Missguided account and click 'Newsletter Subscriptions' and select Unsubscribe.

    Can I close my account?

    We thought this was forever.

    But if you’re really sure you wanna break up, you can close your account by contacting our Customer Care Team with the following info:

    • Full name
    • Registered email address
    • Billing address
    • Date of birth

    Once we have this info, we’ll close your account and send you a confirmation email. We may still need to hold information about you for administrative and audit purposes, and to retain evidence of our contract with you.

  • Contact Us Contact Us

    Hey! i've got a question, how do i get in touch?

    Wanna talk? Just hit the pink ‘chat’ or ‘help’ icon below.

    Do you have any retail stores?

    Hell yeah! Come hit us up. Our three locations are:

    We’re currently unable to accept returns or exchanges for online purchases at our retail outlets.

    I'd love to work for you, how do I find out about job vacancies?

    We’re always on the lookout for the new trailblazers and super talented people.

    Check out our LinkedIn page for the latest vacancies at the Missguided Mothership and how to apply.

    I'm a blogger and would love to collaborate with Missguided!

    If you’re a cool AF blogger, we wanna work with you.

    Just send your full name and a link to your blog to blogger@missguided.com

    We get a lot of queries from bloggers so we’ll only be in touch if there is an opportunity to collaborate with you.

    I love Missguided! do you allow wholesale?

    We really appreciate your interest in Missguided products, however we don’t currently offer a wholesale service or authorise any reselling of our products.

    I'm a supplier, how do I contact your buying team?

    Thanks for your interest in working with Missguided. Email your query to customercare@missguided.com.

    Please keep in mind the high volume of supplier queries we receive, means that we will only be in contact if there is any interest in working with you.

    What's your complaints procedure?

    Most of our customers have a great experience when shopping with Missguided. However, we know that there may be occasions where things can go wrong and you may wish to make a complaint.

    We want to make this as simple and easy for you as possible and address your experience in a timely manner. We’ll always try our best to resolve complaints within 14 days of receipt. There may be occasions when this is exceeded, however we’ll continue to keep you updated on progress.

    To make a complaint, please write down all the details and either send this information in the post or by email to our Complaints team.

    Post: Complaints Department, Missguided, 75 Trafford Wharf Road, Trafford Park, Manchester, M17 1ES

    E-mail: customercare@missguided.com

    Please include as much detail as you can, and include where possible:

    • Your contact details
    • Your order number
    • The time and date of the incident
    • Names of parties involved
    • Details of the event

    Once your complaint is received, one of our dedicated team will be assigned to your case and investigate this for you. They will then liaise with you directly to resolve your complaint.

    If you are not happy with how we have handled your complaint, you may want to contact an alternative dispute resolution provider. An alternative dispute provider is an independent body that considers the facts of your complaint and seeks to resolve it, without having to go to court. If you are resident in the EU, you can use the Online Dispute Resolution Platform to submit your complaint to an alternative dispute resolution provider.

    MISSGUIDED RETURNS ADDRESS:
    Missguided Returns,
    22 Central Park Estate,
    Mosley Road
    Manchester
    M17 1PG
    MISSGUIDED HQ
    Missguided Ltd,
    75 Trafford Wharf Rd,
    Trafford Park,
    Manchester
    M17 1ES