Frequently Asked Questions (FAQs)
How quickly can you answer my question?
We aim to respond to all inquiries as quickly as possible. Messages and emails are answered in the order they are received. You can expect a response within 24 hours, Monday to Friday (excluding holidays).
How long does it take to get my order?
Total delivery time = processing time + delivery time.
Orders placed before 12:00 AM are processed within 1–3 working days (Monday to Friday). Orders are not shipped or delivered on weekends and public holidays.
After processing, it typically takes 1–5 working days (Monday to Friday) for delivery.
Note: For large orders, minor delays may occur.
Will I receive my order in one package?
Depending on the size of your order, it may arrive in separate packages. These packages can arrive 1–2 business days apart.
When will I receive tracking information for my order?
Once your order has shipped, you will receive a tracking email within 24 hours. You can track your shipment on our Track My Order page.
I have received a damaged item. What should I do?
We're sorry for the inconvenience. Please contact us with your name and order number at support@shopmyla.co.uk and we’ll help resolve the issue.
What if an item is missing or damaged in my order?
If an item is missing or damaged, contact us immediately at support@shopmyla.co.uk. We’re here to help.
What are the shipping costs?
Shipping is free within the United Kingdom for all orders.
Do I have to pay for return shipping?
Customers are responsible for the return shipping, unless the product is defective or incorrect.
How can I return a product?
To return an item, contact our customer service within 30 days of receiving your order at support@shopmyla.co.uk.
We will send you a return form to print, fill in, and include in your return package.
- Shipping costs for the return are at the customer's expense.
- Exception: If you received a wrong or damaged item, we will cover the return cost and send a free return label via email.
Please repackage items using the original packaging. Customers are responsible for proper packaging. Send your return to the address below.
Returns sent without contacting us first will not be accepted.
When will I receive my refund?
Once we receive and inspect your return, we will notify you. If approved, your refund will be issued to your original payment method within 5 business days. Your bank may take additional time to process the refund.
The expected delivery time has been exceeded. Where is my order?
If your order is delayed, wait 3 extra days past the expected date. If it still hasn’t arrived, email us at support@shopmyla.co.uk.
For further questions, please contact us at:
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands
Email: support@shopmyla.co.uk
Telephone: +31 6 3809 2644
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