Frequently Asked Questions (FAQs)

How can I reach your customer service team?

• Our customer service team is available Monday to Friday (excluding holidays) from 8:00 AM–6:00 PM GMT.
• You may reach us via email at support@shopmyla.co.uk.
• You may also call us at +31 85 744 4034.
• We also have a Contact Form.

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?

• Total delivery time = processing time + shipping time
• Note: All estimated/typical delivery times are based on past order data and may vary by location.

Processing time

• Order processing time is typically 1–3 business days (Monday to Friday, excluding holidays).
• Orders placed after 2:00 PM GMT will begin processing on the next business day.

Shipping time

• Once shipped, delivery usually takes 5-10 business days (Monday to Friday, excluding holidays).
• Shipping time may vary depending on your location.

Total delivery time

Expect delivery within approximately 6-13 business days (Monday to Friday, excluding holidays) from the time your order is placed.

Which shipping company do you use?

We partner with Royal Mail to ensure reliable and fast delivery throughout the United Kingdom.

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.

Will my order arrive in one package?

Depending on your order size, items may ship in separate packages that could arrive 1–2 business days apart.

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?

If you wish to return a product, please follow these steps:

1. Download and print the Return Form.
2. Fill out the form and include it inside your return package.
3. Send your return to:
   GT Ecom B.V.
   Betuwehaven 8
   3433 PV Nieuwegein
   Utrecht
   Netherlands
4. Use a trackable shipping method when sending your return.
5. After posting, send the tracking code to support@shopmyla.co.uk so our team can monitor your return.

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.

For further questions, contact us at:

Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands
Email: support@shopmyla.co.uk
Telephone: +31 85 744 4034

Organization 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