Frequently Asked Questions (FAQs)

How can I reach your customer service team?

How fast can you answer my question?

We respond to all messages and emails in the order they are received, usually within 24 hours.

Can I change my shipping address after placing my order?

  • We can only make changes to your shipping address if your order has not yet been shipped. Once shipped, we cannot make any changes.
  • If you wish to update your shipping address, please contact us within 24 hours of placing your order at support@shopmyla.co.uk or call +31 85 744 4034.
  • After your order has been shipped, you can still exercise your 30-day right of return in line with our Return and Refund Policy.

When will I receive my order?

Below are the estimated delivery times for all packages:

  • Order cutoff time: 2:00 PM (GMT). Orders placed after this time will be processed the next business day, which may add an extra day to the delivery estimate.
  • Order handling time: 1 to 3 business days (Monday to Friday). Once your order is processed, it will be shipped by one of our trusted carriers.
  • Transit time: 5 to 10 business days (Monday to Friday).
  • Estimated delivery time: 6 to 13 business days.

Which shipping company do you use?

We partner with the following reliable carriers for deliveries within the United Kingdom:

  • Royal Mail
  • DPD
  • UPS
  • FedEx

How can I track my order?

Once your order has been shipped, you’ll receive a tracking number by email. You can track your order on our Track My Order page.

Why is my tracking number not working?

Tracking numbers may take 24–48 hours to activate. If yours doesn’t work within this timeframe, please contact us at support@shopmyla.co.uk.

Out of stock or backorder items

If an item is out of stock, we’ll notify you via email. If it cannot be restocked within two weeks, a full refund will be issued automatically.

I received a damaged or incorrect item — what should I do?

If your order arrives damaged or incorrect, please contact us immediately at support@shopmyla.co.uk. We’ll provide a prepaid return label and arrange a replacement or refund.

How do I return an item?

Contact Us:
Email our support team at support@shopmyla.co.uk with your order number and reason for the return.

Pack Your Item:
Repack the item securely in its original packaging, including all accessories, tags, and documents.

Send It Back:
Drop your package off at the nearest shipping carrier location as per the instructions provided in the return authorization email.

Who pays for return shipping?

  • Defective or incorrect items: We cover all return shipping costs.
  • Voluntary returns or exchanges: Customers are responsible for the actual shipping costs.

How long is the return period?

You have a 30-day return period starting from the day you receive your full order.

What condition must items be in to qualify for a return?

  • Items must be in good condition, either new or lightly used.
  • Returned in original packaging.
  • Products showing excessive wear, damage, or missing parts not due to our error are not eligible for return.
  • Returns requested after 30 days of delivery will not be accepted.

What are valid reasons for returns?

  • Size issue
  • Received incorrect item
  • Fit issue
  • Damaged item

Do you charge a restocking fee?

No, we do not charge any restocking fees.

When will I receive my refund?

  • Once we receive and inspect your return, you’ll be notified about approval.
  • Approved refunds are processed within 5 business days to your original payment method.
  • Your bank or credit card provider may take additional time to post the refund.

What if my refund is delayed?

If your refund hasn’t arrived after 10 business days, please check your bank or credit card account. If you still don’t see the refund, contact us at support@shopmyla.co.uk. We’ll respond within 24 hours.

Contact Information:

Store name: Shop Myla
Address:  Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands

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

Email: support@shopmyla.co.uk
Telephone: +31 85 744 4034

Customer Service Hours:
Monday to Friday: 9:00 AM – 6:00 PM (GMT)

We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.