Return and Exchange
Return and Exchange Policy
Thank you for choosing MysticVogue. We take pride in the quality of our products, and we hope you are satisfied with your purchase. However, if you need to return or exchange an item, please carefully review our strict policy below.
Returns
- Eligibility: Returns are accepted within 14 days of the original purchase date. Items must be returned in unworn, unwashed, and unused condition, with all original tags and packaging intact. Items that do not meet these conditions will not be accepted.
- Non-Returnable Items: We do not accept returns on final sale items, undergarments, swimwear, customized products, or any items marked as non-returnable.
- Process: To initiate a return, you must contact our customer service team within 7 days of receiving your item(s) at support@mysticvogue.com with your order number and reason for return. Unauthorized returns will not be processed.
- Refunds: Refunds will only be issued for items returned in compliance with our policy. Once your return is received and inspected, you will be notified of the approval or denial of your refund. Approved refunds will be processed within 10-14 business days and issued to the original payment method. Shipping costs are non-refundable.
- Return Shipping: The customer is responsible for all return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service, as we are not responsible for items lost in transit.
Exchanges
- Eligibility: Exchanges are only accepted within 14 days of the original purchase date and are subject to product availability. Items must be in their original condition, unworn, unwashed, and with all tags attached.
- Process: To request an exchange, contact our customer service team within 7 days of receiving your item(s) at support@mysticvogue.com. We will confirm the availability of the replacement item and provide instructions for the exchange process.
- Shipping Costs: The customer is responsible for return shipping on exchanges. We will cover the cost of shipping the replacement item back to you for the first exchange. Subsequent exchanges may incur additional shipping charges.
Damaged or Defective Items
- Inspection: All items are thoroughly inspected before shipment. If you receive a damaged or defective item, you must notify us within 48 hours of delivery at support@mysticvogue.com. Claims made after this period will not be accepted.
- Resolution: Upon verification of the defect or damage, we will offer a replacement or refund. Return shipping for defective items will be covered by us.
Gift Returns
- Eligibility: Items received as gifts can only be exchanged for the same item in a different size or color, provided they meet the conditions outlined above. Refunds for gifts are not available.
Important Notes
- We reserve the right to refuse any return or exchange that does not comply with our policy.
- Final Sale: All clearance items, promotional sales, and discounted items are considered final sale and are not eligible for return or exchange.
Contact Us
For any questions regarding our policy, please contact our customer service team at support@mysticvogue.com. We appreciate your understanding and cooperation.
GENERAL QUARIES
How do I track my order?
We are committed to processing and shipping orders promptly, typically within 24-48 hours of placement. Once your order has been dispatched, you will receive an email notification with tracking information. This will allow you to easily monitor your order's progress by using the tracking details on our delivery partner's website.
How long will it take to receive my order?
We always strive to deliver your parcel with the best carrier and service for your country. All information about the shipping times and rates by country can be found on our shipping page
How long will it take to receive a refund?
How long will it take to receive a refund?
Once we receive your returned items, you can expect your refund within 10 working days. You can track the progress of your return using the tracking number from your chosen carrier, which will show when your package arrives at our warehouse. The 10-day processing period begins once we receive the items. After the refund is issued, you will receive a notification.
Please note that it may take up to 3 additional days for the refund to appear in your bank account. If you have not received your refund within this timeframe, please email us at info@mysticvoque.com.
What is your return policy?
We offer a 14-day return period for non-sale items, during which customers may return their package without providing a reason. The 14 days begin from the date the package is received. Please note that the return shipment must be sent back within this period.
Return Conditions
All returned items must be unworn, in pristine condition, and with all original tags attached. For items purchased during a sale, Mystic Voque does not offer refunds. These items can only be exchanged for another item from our collection or redeemed for store credit. Please note that shipping costs are non-refundable.
How do I make a return?
Returning an item is simple! Just follow these steps:
- Within 14 days of receiving your order, email us at info@mysticvoque.com to request an exchange for one or more products.
- Our team will quickly send you return instructions.
- Follow the instructions provided to complete your return.
What Payment methods can I use?
We offer a range of payment methods to ensure a convenient and secure shopping experience. Here are the payment options we currently accept:
- Credit or Debit Cards: We accept all major credit and debit cards, including Visa, Mastercard, and American Express.
- Local Payment Methods: In select countries, we support local payment options such as IDEAL, BanContact, and Sofort.
- PayPal: For added convenience and security, you can use your PayPal account to make purchases.
- Klarna - Buy Now, Pay Later: Depending on your location, Klarna is available, allowing you to buy now and pay later.
- Mobile Payment Services: In certain regions, we also accept mobile payment services like Apple Pay and Google Pay.
Please note that the availability of these payment methods may vary based on your location and the products you are purchasing. If you have any questions or need assistance with a payment, our customer support team is here to help.
PRODUCT
How do I find the right size?
We recommend checking the size guide on the product page. Simply click on the "Size Finder" located just below the size selector to find your perfect fit.
How do I sign up to stock updates?
To be notified when an item is back in stock, simply enter your email address on the product page. Click the "Size Out of Stock?" button when selecting your size, and you'll receive an automatic notification as soon as it's available.
How should I wash my bottoms or topwear?
Proper Care for Long-Lasting Garments: A Guide for Washing Bottoms and Tops
To keep your clothing in excellent condition, follow these steps for washing your bottoms and tops:
Step 1: Check the Care Label
Before washing, always check the care label for specific instructions. Different fabrics and designs may require unique care methods.
Step 2: Sort by Color and Fabric
Separate garments into light and dark colors to prevent color bleeding. Additionally, sort delicate fabrics from sturdier ones to avoid potential damage.
Step 3: Pre-Treat Stains
If any stains are present, pre-treat them with a stain remover or gentle detergent before washing. Follow the instructions on the stain remover for optimal results.
Step 4: Choose the Right Washing Cycle
Set your washing machine to the appropriate cycle based on the fabric and level of soiling. Use a gentle or delicate cycle for fragile fabrics and a regular cycle for sturdier materials.
Step 5: Use a Mild Detergent
Opt for a mild detergent suited to the fabric. Avoid bleach or harsh chemicals, particularly on delicate materials.
Step 6: Wash in Cold Water
To reduce shrinking and color fading, wash your garments in cold water. Cold water is gentler on fabrics, helping preserve their quality.
Step 7: Turn Garments Inside Out
Turn your clothes inside out before washing to protect the outer surface and reduce friction during the wash cycle.
Step 8: Use a Gentle Cycle
If available, select a gentle cycle for delicate fabrics or garments with embellishments to minimize wear.
Step 9: Air Dry or Tumble Dry on Low
After washing, air dry by laying clothes flat or hanging them on a drying rack. If using a dryer, choose a low-heat setting to avoid shrinkage and fabric damage.
Step 10: Iron or Steam as Needed
Once dry, iron or steam to remove wrinkles and keep your clothes looking neat. Always follow the care label instructions for safe ironing.
By following these steps, you’ll effectively clean your tops and bottoms while preserving their quality and longevity.
Do you offer giftcards?
To purchase a gift card, visit our website and navigate to the "Gift Cards" section. Select your preferred amount and add it to your cart. At checkout, you have the option to enter the recipient's email address and include a personalized message if you'd like to send the gift card directly to them. Once the purchase is complete, the gift card will be delivered electronically to the recipient’s inbox, along with easy instructions for redemption. They can then shop for their favorite items on our website at their convenience.
Do you offer warranty on your product?
e are committed to the quality of our products and strive to resolve any concerns promptly. Our warranties generally cover manufacturing defects and workmanship issues for a specified period from the date of purchase. Please note that warranty terms and conditions may vary by product.
ORDERS & DELIVERY
How do I track my order?
We strive to process and ship orders promptly within 24-48 hours of placement. Once your order has been dispatched, you'll receive an email notification with tracking information. This email will include detailed tracking instructions so you can monitor the progress of your order. Simply use the provided tracking details to follow your package's journey through our delivery partner’s website.
Is there a way to expedite shipping or receive updates on my order status?
We offer expedited shipping options for customers who need their orders to arrive quickly. You can select expedited shipping at checkout for an additional fee. To provide the best service possible, we even offer free express shipping on orders over a certain amount. For customers in the Netherlands, we also provide Same Day delivery for those who need their items today! Visit our shipping page for rates and delivery times by country
Do you ship to my country?
We deliver in United Kingdom. Mystic Voque orders are shipped with trusted carriers such as DHL, DPD, UPS and local carriers.
What is the delivery time?
We don’t like to keep you waiting, so we process your order within 24-48 hours after it is placed. Orders received on weekdays before 11:00 PM GMT are dispatched the same day. Orders placed after this time will be sent the following day. Weekend orders are scheduled for shipment on Mondays.
The estimated shipping duration stated at checkout and on our shipping page begins from the day your order is dispatched. Since we process orders quickly, it is not possible to make changes or cancel your order once it has been placed. However, if you need assistance with receiving your order, we are here to help. Please contact our Customer Support team with any inquiries at info@mysticvoque.com.
What are the shipping costs?
Shipping Information
Our shipping rates are based on your order's destination and total value. Here’s everything you need to know about our shipping costs:
Domestic Shipping (United Kingdom)
For orders within the United Kingdom, we offer free shipping on purchases over £100. Orders below this amount incur a flat-rate shipping fee of £5.99. We partner with reliable local carriers to ensure timely delivery.
Expedited Shipping
Need your order sooner? We offer expedited shipping options for select destinations. Expedited shipping costs will be provided at checkout, so you can choose the best option for your timeline.
Additional Information
- Custom Duties and Taxes: All applicable duties and taxes are included in your order total.
- Processing Time: Orders are typically processed and dispatched within 1–2 business days. Delivery times vary by location.
- Order Tracking: Once your order is shipped, you’ll receive a confirmation email with tracking information to monitor its progress.
Can I cancel or change my order?
We understand that circumstances can change, but our commitment to fast processing means we begin preparing your order for shipment as soon as it’s received. For this reason, we kindly ask that you double-check your order before finalizing payment.
If you have any questions or concerns about your order, please don't hesitate to contact our customer support team. We’re here to assist you in any way we can, within the constraints of our rapid processing system.
How do I redeem my gift card or Voucher?
During checkout, you’ll have the option to enter your gift card or voucher code in the designated field. Simply enter your code and click or tap the 'Apply' button to redeem it. The total will be adjusted accordingly. Once your gift card or voucher is successfully applied, you can continue with the checkout process. Review your order, provide any additional required information, and complete your purchase.
If you experience any issues while redeeming your gift card or voucher, please don't hesitate to contact our customer support team. We’re here to assist you and ensure a smooth and enjoyable shopping experience.
My tracking says my order has been delivered, but I haven't received it?
If your tracking information indicates that your order has been delivered, but you haven't received it, please follow these steps:
- Verify the Delivery Address: Double-check the delivery address you provided when placing the order. Occasionally, packages may be delivered to a neighbor, the front desk, or another location on your property.
- Look for Delivery Notes: Check for any delivery notes left by the carrier. In some cases, packages are left in secure locations or with a receptionist if you were unavailable to receive the delivery.
- Contact the Carrier: Reach out to the shipping carrier listed in your tracking information. Provide your tracking number and explain the situation. They may be able to offer more details about the delivery or initiate an investigation.
- Contact Customer Support: If you're unable to locate your package after following the above steps, please contact our customer support team. Provide your order details and tracking information, and we'll work with you to resolve the issue and ensure you receive your order as soon as possible.
- File a Claim: If the package is marked as delivered but still hasn't been received, you may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide any necessary documentation.
What is Fast and insured Shipping?
Our fast, insured shipping guarantees that your package arrives swiftly and securely. With expedited shipping options, your order is prioritized for quick delivery, while comprehensive insurance provides peace of mind against any loss or damage during transit. Shop with confidence, knowing your items will reach you promptly and safely.
I entered a wrong shipping adress, what can I do?
If you notice a mistake shortly after placing your order, please contact our customer support team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through customer support, please contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. Please note that this may involve an additional fee and is subject to the carrier's approval.
To prevent similar issues in the future, we recommend double-checking your shipping address before completing your order. Ensure that all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.
Will I be charged with VAT?
VAT is included in the prices listed for all purchases made through our website, so you won't encounter any additional VAT-related charges at checkout. We are committed to providing transparent pricing to ensure a smooth and straightforward shopping experience. If you have any questions or need further clarification, our customer support team is always available to assist you.
I haven't received an order confirmation, what should I do?
You will receive an order confirmation email immediately after placing your order. This email will include your order number (at least 6 digits), a summary of your order, and the shipping address.
Please note that, on occasion, order confirmation emails may be mistakenly filtered into your spam or junk folder. We recommend checking these folders in your email account to ensure the confirmation email hasn’t been misplaced.
If you’ve already checked your spam folder, waited for some time, and confirmed your email address but still haven’t received the order confirmation, please contact our customer support team. Be sure to provide your full name and order number, and they will help verify your order status and resend the confirmation email if needed.
RETURNS & EXCHANGES
What is your Return policy?
Return Period
We offer a 14-day return period during which customers may return their package without providing a reason. The 14-day period begins from the date the package is received. Please ensure that the return shipment is sent back to us within these 14 days.
Return Conditions
All items must be returned in their original, unworn, and unwashed condition, suitable for resale, with the tags still attached.
Please note, this return policy does not apply to sale products. For items purchased on sale, Mystic Voque does not offer refunds. These items can only be exchanged for another item from the collection or redeemed for store credit.
Shipping costs are not refundable.
How can I make a return?
Exchanging or returning an order is simple and straightforward.
Within 14 days of receiving your order, simply email us at info@mysticvoque.com to request an exchange for one or more items. We’ll promptly send you the return instructions.
4o mini
What are the return costs?
Return costs may vary based on your location and the reason for the return. We recommend using a tracked shipping method from a reliable carrier to ensure your return is safely delivered. Please note that return shipping costs are non-refundable. For more information on return shipping and costs, please refer to our return policy or contact our customer support team.
How long does a refund take?
We strive to process returns as quickly as possible. Once your return reaches our warehouse, we aim to process it within 10 business days. You can track the arrival of your return using the tracking number provided with your shipment. The 10-business-day processing period begins once the package is received. After your refund has been processed, you will receive a notification. Please note that it may take up to 3 days for the refund to appear in your bank account.
Can I make an exchange?
Yes, exchanges are possible! Your first exchange will be processed free of charge, with shipping costs covered by us. For any subsequent exchanges, you will be responsible for the delivery charges.
To begin the exchange process, please follow these simple steps:
- Email us at info@mysticvoque.com within 14 days of receiving your order to initiate the exchange.
- Include the item(s) you wish to exchange and the reason for the exchange.
- Our team will send you instructions on how to proceed.
- Follow the provided instructions to complete the exchange.
- Once we receive the returned item(s), we will promptly process the exchange and ship your replacement.
For international orders: Please be aware that we are not responsible for any customs charges (import duty or taxes) associated with exchanges. You will be responsible for any return shipping costs. We recommend using a tracked shipping service and obtaining proof of postage, as we cannot process exchanges for lost returns.
If you have any questions or need further assistance, please don’t hesitate to contact our customer support team. We’re happy to help!
How long does it take to exchange a product?
Once your return shipment is received at our warehouse, we will process it within 10 days. In most cases, your exchange will be completed in just a few days. You will always receive a confirmation email with a tracking code once your new order has been shipped.
4o mini
What can I do when my exchange product is no longer available?
Feel free to reach out to our customer service team for more information. We'll keep you updated on when the product is expected to be back in stock or if alternative options are available.
Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. It is a five-digit code. If you have not received this email or it appears incorrect, please contact our customer service team, who will be happy to assist you.
If you have already initiated the return process and the product is sold out, we will reach out to you directly. Our team will work with you to find a suitable solution, whether that involves selecting a different product, receiving store credit, or exploring other options.
What should I do if a product is delivered faulty or damaged?
If you receive a product that is damaged or faulty, we're here to assist you in resolving the issue quickly and smoothly. Here's what you need to do:
- Take a Photo: Capture a clear image of the product showing the damage or fault. This helps us assess the problem and find the most suitable solution.
- Email Us: Send an email to info@mysticvoque.com, attaching the photo of the issue. In your message, please include your order number and a brief description of the problem you're experiencing.
- Resolution Process: Our customer service team will promptly review your request and get in touch to help resolve the issue as efficiently as possible.
We’re committed to your satisfaction and will work closely with you to ensure that any problems are resolved in a timely manner. Don’t hesitate to reach out if you need assistance—we’re here to help!