Frequently Asked Questions (FAQs)

How fast can you answer my question?

We answer messages and emails in the order we receive them and respond within 24 hours.

Can I change my delivery address after the order is placed?

We cannot change the delivery address once the package has already been dispatched. 

If you would like to change the delivery location of your order, please contact us within 24 hours of placing your order at support@shopmyla.co.uk or call us at +44 20 3769 8410.

Once your order has been dispatched, you may still exercise your 14-day right of return in line with our Return and Refund Policy.

How long is the processing time?

We aim to process and prepare your order within 1–3 business days. Cut off for orders is 12:00 AM GMT. Orders placed after this time will begin processing the next business day.

How long is the shipping time?

Once your order has been processed, estimated delivery time is 1–5 business days. 

What is the total delivery time?

Total delivery time = processing time + shipping time.

Expect delivery within 2–8 days from the time of placing your order. Full details will be provided in your confirmation email.

All estimated/typical delivery times are derived from actual data from past orders. These are approximate times and are for reference only.

General shipping information:

Our warehouse operates Monday through Friday, excluding major holidays. 

Thank you for your patience as we fulfill your order.

Which shipping company do you use?

For customers in the United Kingdom, we use Royal Mail.

How can I track my order?

Go to the Track My Order page via the main menu or footer and enter your tracking number. Need help? Our team is ready to assist.

Why is my tracking number not working?

Tracking numbers sometimes take 24-48 hours to activate. If yours doesn’t work after 48 hours, contact us at support@shopmyla.co.uk and we will assist you.

Will my order come in one package?

Depending on the size of your order, you may receive separate packages that could arrive 1–2 business days apart.

Out of stock/backorder items:

If any items are out of stock, we will notify you via email. If they are not expected back in stock within two weeks, we will issue a full refund automatically.

I received a damaged item, what should I do?

If you find a damaged package, reject it and contact our customer service. If the package was delivered without your presence, please contact customer service to clarify the next steps.

How do I return an item?

If you would like to return an item, please follow this process:

  1. Download and print the Return Form.
  2. Complete the form and include it inside your return package.
  3. Please send your return to the following return address:
    Betuwehaven 8
    3433 PV Nieuwegein
    Utrecht
    Netherlands
  4. When sending your package, please use a shipping method with Track & Trace. After posting your return, send the tracking code to our customer service at support@shopmyla.co.uk so we can track the shipment.

Return shipping costs are the customer’s responsibility.

Exception: If you received an incorrect or damaged item, we will provide you with a free return label via email. We will also cover the return shipping cost.

Please repackage your item(s) securely, preferably using the original packaging. Returns without a completed return form or valid tracking information cannot be accepted.

How long is the return period for products?

We have a 30-day return policy, which means you have 30 days to request a return from the moment you have received your entire order.

In what condition must the products be in order to be returned?

All products must be returned in their original condition — unused and in the original packaging.

How much is the restock fee?

We do not charge a restocking fee.

When will I receive my refund?

Once we’ve received and inspected your return, we’ll let you know if the refund is approved. If approved, you’ll be automatically refunded to your original payment method within 5 business days. 

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If you haven’t received your refund yet, first check your bank account. Then contact your credit card company. If you’ve done all this and still haven’t received your refund, email us at support@shopmyla.co.uk — we respond within 24 hours.

For further questions, please contact us at:

Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands
Email: support@shopmyla.co.uk
Telephone: +44 20 3769 8410

Chamber of Commerce number: 82232393
VAT number: NL862386780B01
Company name: GT Ecom B.V.
Store name: Shop Myla

Opening hours:
Monday–Friday: 8:00 AM–6:00 PM GMT
Saturday–Sunday: Closed
Public holidays: Closed