WHY HAS MY PAYMENT FAILED ?
There are many reasons which cause payment failure. Please make sure that your personal details and credit card information are correct and verify that everything has been entered properly. You could also try a different credit card.
If problems persist, please contact your bank, it is possible that your account lacks sufficient funds or has been flagged for security reasons. For any other issues or questions, please contact our Customer Care at firstname.lastname@example.org
I FORGOT MY ORDER NUMBER. WHAT SHOULD I DO ?
Order number may be found on your confirmation email. It starts with the letters MV followed by 7 numbers.
If you are not able to find it please contact us at email@example.com
Make sure to have at hand the email address used to place the order or your full name.
WHAT IS A GIFT CARD?
A gift card is an alphanumeric code sent via email that allows you to purchase any item on our website. It has no expiration so it can be used at any time. If you are spending more than the value of your Gift Card, you’ll need to pay the extra using a credit or debit card in the usual way. You can place your order normally and you can redeem it once at checkout.
HOW CAN I USE A PROMO CODE ?
You can redeem a promo code once at check out. There’s a specific area where you can apply it.
“Gift Card” and “Promo Code” can be combined and used in one single transaction. On the other hand, two or more promo codes cannot be used together.
DO YOU SHIP WORLDWIDE ?
Yes, we do deliver worldwide. For further information check our SHIPPING section or click here.
IS THERE ANY OPTION TO PAY CASH ON DELIVERY ?
Unfortunately, we do not offer this service.
CAN I HAVE MY PARCEL REDIRECTED TO A DIFFERENT ADDRESS ?
Once the order is dispatched, unfortunately, it won't be possible to divert it to a different address.
HOW DO I RETURN SOMETHING TO YOU ?
For further information about returns, please check our RETURN POLICY or click here.
DO YOU PROVIDE FREE RETURN AND SHIPPING LABELS?
Unfortunately, we are currently not able to offer free returns. We are working to improve the service in the future.
I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO ?
If you received a faulty/wrong item, we apologize for the inconvenience.
Please contact our customer service as soon as possible at firstname.lastname@example.org providing: order number, name of the item and a brief description.
HAVE YOU RECEIVED THE ITEMS THAT I RETURNED ?
It depends on the shipping method used. It may take up to 15 working days (weekends and holidays excluded) for the parcel to reach our warehouse. In your shipping receipt you will find the tracking number that you can use to track the status of your parcel and know in real time when we have received it. Once the package is delivered to our warehouse, it may take up to 15 working days to process it.
WHEN AND WHY DOES A DELAY OCCUR ?
The items from our collectios are absolutely exclusive. For this reason, the manufacturing process requires several production and quality check steps. Even though the production sequence is linear, some mistakes may occur.
In the unlikely event of a delay, our Customer Service Team will get in touch with you as soon as possible.
DO YOU HAVE ANY PHYSICAL SHOP?
We do not have any physical shop. Our products are available exclusively online.
DO YOU ACCEPT RETURNS ON OUTWEAR PRODUCTS ?
Unfortunately no, as all outwear items are custom made for each customer we are not able to accept returns on these items. Please refer to our Return policy by clicking here.