Delivery & Returns

We are delighted to offer FREE UK SHIPPING on orders over £250.

Orders placed before 12 noon are scheduled to dispatch on the same business day by DHL EXPRESS. Please note delays can occur during busy periods. Orders that are placed after 12 noon are expected to be dispatched on the following business day.

International shipments may be held by the local customs authority for an additional time for an assessment of duty fees and taxes; unfortunately this is outside of our control and MISSING is not responsible for any delays caused by customs clearance.

DESTINATIONSERVICECOSTSHIPPING TIME
UK DELIVERY DHL EXPRESS£10
FREE on orders over £250
Next Day
AREA 1 – Austria, Belgium, Croatia, Cyprus,
Czech Republic
Denmark, Finland,France, Germany, Greece,
Republic of Ireland, Italy
Monaco, Netherlands, Poland, Portugal, Spain, Sweden
DHL EXPRESS£203-7 Days
AREA 2 – Canada, Iceland, Mexico, Norway, Switzerland, Turkey, USADHL EXPRESS£253–8 Days
AREA 3 – Australia, China, Japan, New Zealand,
Russian Federation, South Africa, Taiwan
DHL EXPRESS£303–8 Days

WHAT IF I’M NOT IN TO SIGN FOR MY DELIVERY?

DHL will contact you with instructions on how to reschedule. If you do not receive a message please contact DHL
The UK customer service number is 02476 937 770

CAN MY ORDER BE DELIVERED TO A DIFFERENT ADDRESS TO MY BILLING ADDRESS?

Yes, you can choose a different shipping address upon checkout.

CAN I CHANGE THE DELIVERY ADDRESS?

It is possible to change your delivery address before you receive the confirmation of dispatch notification. Please email us at [email protected] with your order number as soon as possible.

If the goods have dispatched please contact DHL directly. The UK customer service number is 02476 937 770.

INTERNATIONAL DELIVERY

We ship worldwide using DHL Express. If your country is not listed above please contact us at [email protected]

Note to Russian orders: Due to strict shipping guidelines we can only ship to company addresses within Russia. Private addresses will not be accepted.

MISSING will not be held liable for any local custom duties or taxes for your goods upon delivery.

HOW DO I TRACK MY ORDER?

After your order has shipped you will receive an email and text notification from DHL with your tracking number. This can be used to monitor your delivery on the DHL website until it arrives with you.

IMPORT DUTIES AND TAXES

Please be aware that if you place an order from outside the UK it may be subject to import duties and taxes and will be dependent on the value of your order. These costs are levied once the shipment reaches your country, and a further payment may be necessary to release your order from customs on arrival. MISSING is not responsible for the payment of these duties and taxes; it will be your responsibility to pay the necessary charges.

ONLINE RETURNS POLICY

Return Terms and Conditions

We accept returns within 14 working days of you receiving your order. Items returned outside of our 14 day policy will not accepted unless authorised.

MISSING will offer a refund provided that the products are returned to us in perfect condition with all of the original tags and packaging attached. The items must be unused, unworn, unwashed and unaltered. We cannot accept returns of personalised or special order items.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession and we hold the right to deny returns if the merchandise returned to us does not meet our policy requirements.

The cost of the return postage is the responsibility of the customer; we do not currently offer free returns. You are responsible for your item until we receive it, therefore we recommend you use a trusted tracked delivery service.

International Returns must be marked as RETURNED GOODS in order to avoid customs charges and VAT when goods are returned.

Please note that the customer is responsible for any customs charges, import duties or taxes incurred when returning items. If goods are held by UK customs due to shipment errors it will not be possible for us to process a refund.

Faulty Items

MISSING will be responsible for the return costs of any faulty items or items that have been damaged in transit to you. Please contact [email protected] with photographic evidence of the damage. In the case of damage incurred during the shipment of the order we must be notified within 48 hours of delivery in order to process the return.

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items that are damaged by accident, through misuse or as a result of normal wear and tear will not be considered faulty.

Our returns policy does not affect your UK Statutory Rights.

PROCEDURE FOR RETURNING GOODS

In our efforts to become paperless we have not included a returns form with your order. Please email [email protected] with your order number and we will issue a RAN – returns authorisation number – please note that without this number your refund may be subject to delay.

Refunds can take up to 10 working days to be processed once they have arrived with us.

For all EU and INTERNATIONAL orders please contact us at [email protected] and we will create a RETURNS shipping label. The shipping cost will be deducted from your refund. If you do choose to arrange your own shipment you are responsible for any duties or taxes incurred.

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