We're Here To Help

Can I amend my order?

Our processing team work super speedily to get all orders processed and dispatched as quickly as possible, therefore we are unable to make any amendments or cancel orders once they have been placed.

We are unable to amend any delivery details once the order has been placed. Please make sure your shipping address information is correct before placing your order.

Can I track my order?

Yes! Our courier will send you your tracking code via text/email on the morning of your delivery. This will give you a one hour time slot allocated for your delivery to be made.

You can change the time of your delivery and track the progress of this via our couriers website. Deliveries can be made between 8am-8pm.


How do I return an item?

We have lots of different return options available.

 

Please see them all here in our Returns Policy

How to contact us?

You can contact us here and through our social media channels via direct message. 

MISSPAP does not have a call centre, so a phone call would prove inefficient and potentially leave you quite frustrated! More than often, we'll need to do a little digging to answer your question efficiently and we'd far more like to answer your question in one go than have you waiting for call backs and such, when you could be using your time more efficiently. Please ensure when you do get in touch to include your order ID and email address, so we may locate your account straight away. 

The MISSPAP brand is built online, including our customer care. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.

If we feel your problem would be better handled over the phone, then we'll get in touch.

Please get in touch through only one method of contact as contacting through multiple channels may delay response times for other customers.

 


Discount Codes

Once your order has been placed, we are unable to apply a discount code. Please ensure if you have a discount code this is entered at the basket before you proceed to the checkout, as we are unable to amend discount codes once you have checked out. 

However, certain discount codes are valid for a certain time periods, so be sure to keep this in mind whilst placing your next order.

Please note, our discount codes are not valid against any sale or beauty items. Only one discount can be applied any any given time. 

My item is faulty?

In the event you have received a faulty/defective item or goods are in any way faulty, please contact us within 24 hours of receipt with the following information:  

  • Your order ID

  • Which item is damaged

  • A description of the fault

  • Photographic evidence


Unless proof of damage has been verified by a member of our customer care team, we cannot action a refund or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified as soon as possible. 

Please do not return any damaged goods unless advised by a member of our customer care team, it may result in a slower resolution time. 

Have you received my return?

As soon as your return has been received and processed, we will email you to let you know. If you don't received this email within 10 working days of posting your goods back to us, please contact our customer services team.

Can I return an item that is marked?

All garments returned must be in a resalable condition. Unfortunately, any returns which are found to be marked in any way will not be accepted unless they are faulty. We kindly ask our customers to be careful when trying on so to avoid makeup transfer.

If you have received a faulty item you must notify us within 24 hours (see above).

Do I have to pay to return my parcel?

We have different return options available and a small fee will be deducted from your refund. You'll need a printer to print off your returns label. You simnply attach the returns label to your parcel and take it to your local drop off point.

Please check out our returns policy here 

What happens if my parcel is returned to sender?

If your parcel has been returned to sender, our customer care team will contact you once the parcel is received back to us. If the parcel is returned back due to an invalid/incomplete address the customer will incur the charge for both original postage and the return postage.

What if my parcel is lost? Will I receive a refund?

In the unfortunate event that your parcel has been lost in the post, we will have to log a full investigation with our couriers service which can take up to 2 weeks. If we find that you have received your parcel, you will not be credited back for your goods. If your parcel is declared lost, we will replace your items (stock willing) or credit your account back.

When will I receive my refund?

If you have returned goods and are waiting on a refund, your account will be credited within 21 working days after receiving the initial email that states we have received your returns. Your refund will be credited back via the payment method used to place the original order. If you have not received your refund after 30 days, please get in touch and we can look into this for you. 

Where is my order?

All orders for placed before 7pm will be dispatched the same day for either next day delivery or on a standard service.

All orders placed AFTER 7pm will be processed and dispatched the following working day for delivery the day after e.g: Order placed 7.30pm Monday for next day delivery will be processed on Tuesday and delivered on Wednesday. Orders placed at 1.30pm Monday for a next day service will be processed the same day and delivered on the Tuesday.

Can I exchange an item?

We don't offer an exchange service, sorry!

You will need to return your unwanted items for a refund and replace your order.

When will an item be back in stock?

You can place an alert on an item that is currently out of stock by selecting the item and size. If the item is out of stock you will see a bar that reads: ‘opt for stock alert.’ If you click the alert, once the item has been restocked you will receive an email informing you that this item is now back in stock.

Where do you deliver to?

We currently ship worldwide. We have various shipping options from a next day services to a standard service, both services are fully tracked. Please enter you address details in the checkout and your shipping options will appear! 

Will I be changed customs/import tax?

All MissPap orders are shipped directly from the UK, you may be susceptible to customs fees. Customs fees will be charged upon the package reaching your destination country.

You as the customer, are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.

The grand total of your order as displayed on the checkout does not include any additional duties required. The carrier, prior to delivery, will inform you of any additional duties if required.

MISSPAP has no control over customs and import tax and we can't tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.


Canada

The threshold for bringing goods into Canada is around $20CAD. If your order is more than this amount, you are likely to be charged customs and import fees.


Refusing to Pay Customs

If you choose to refuse the customs fee and the parcel is returned back to MissPap, a shipping & handling fee will be deducted from your refund.  

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order with us.



Can the weather effect my delivery?

Once your parcel has been dispatched from us, our courier will get this to you as fast as possible. If severe weather conditions hit, this can effect delivery time frames. As stated on our delivery page, all time frames are estimations only. We understand our customers want their parcels as fast as possible and we will do all we can to make this happen. Due to severe weather conditions hitting the country March 2018 - Your delivery may arrive a little later than expected. If you're worried about your delivery please get in touch with our customer service team who will be happy to help.