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Help Center



How do I pay?

We accept major credits cards and debit cards (Visa, Mastercard, Discover, AMEX). We also accept Paypal to help speed up payments.

How do I know my payment is secure? 


We make every effort to ensure that all transactions are secure and safe. We use the industry standard encryption protocol (SSL) to safeguard all of your personal information. Your information cannot be accessed by any unauthorised individual. 

All payments and exchanges are dealt directly by our payment processors.

Shipping and Delivery

When will my order arrive?

 Order Fulfilment 

Orders are shipped usually within 2 days from payment. Once shipped, you'll receive a confirmation email that includes a tracking number(s) for your order.

Free Standard Shipping

  • Europe, USA, Canada, Asia*, Australia and New Zealand: 5-21 business days
  • Rest of the World,: 14-45 business days.
*Exceptions to some countries apply.


Which countries do you currently deliver?



  • UK
  • Belgium
  • Croatia
  • Denmark
  • Finland
  • France
  • Germany
  • Ireland
  • Italy
  • Lithuania
  • Luxembourg
  • Netherlands
  • Portugal
  • Spain
  • Sweden
  • Switzerland


  • Australia
  • New Zealand

North America

  • Canada
  • USA

Why have I not received my item?


There maybe several possible reasons for this. Some of this may include order is still pending a credit approval and verification, the product went out of stock, and sometimes (depending on the country), products may get stuck at the customs for inspection but rest assured that they will arrive to you soon.

If you need more information about your order status, please send us an email us at

What time are deliveries made?

Products are delivered usually during business hours and depends on the local postal system.

What if no one is at home to receive my item?

Sometimes, the post delivery person will leave a note informing of the missed delivery and further instructions are made (depending on the country).

I ordered several items, only one arrived. Where is the rest? 


Do not worry! The rest of your orders are on their way, sometimes multiple orders are shipped in different packages.  

Sometimes, the items are shipped individually so that even if some items aren't available it won't hold up the entire order and you receive every item as soon as possible.

What do I do if I filled in the wrong address? 


As much as possible, please check your delivery address when placing an order but if you do make a mistake, please reach out to us immediately regarding the error. Please email us a your full correct address along with your order number and we would update it for you. 

Please note that we have a 2 hour change of order policy.


Returns and Refunds

Do you offer protection to customers?


Yes! We offer Buyer Protection to everyone who shops on My Exquisite and will receive the following guarantees:  

  1. Full or partial refund: if your item is significantly different from the description/image, you can:
  • Return it and get a full refund

I don't like my item, can I return it?

Returns are accepted as long as they do not exceed 14 days from the day you receive the item. However, all returns should be made in unopened, perfect condition and the return postage be paid by the buyer. Proof of postage should be emailed to us as proof of delivery.  Return to 3 Grove Close, Old Windsor, Berkshire, SL4 2LY

What are the conditions? 


All items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval of the management, given the following conditions:  

  • Exclusions to refunds apply to promotional (free) items. 
  • Request(s) for returns are accepted within 30 working days from delivery. – All items must be returned in their delivered state, along with all of its parts and tags. 
  • Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.
  • The return fee will be solely be rendered by the buyer 
  • Cancellation of items/orders may be made prior to the shipment of orders and the management reserves the right to refuse any cancellations made after the Change of Mind Time Frame 
  • The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm 
  • The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund. 
  • Any change of addresses are subjected to the management’s approval and orders that are shipped/completed are strictly non-editable.

Will you refund me the shipping costs?

Depending on the item and reason, refunds are available to those who qualify, but most of the time the buyer has to pay for the return shipping costs.

What if I receive a damaged item?

If you have received a damaged item, please let us know immediately and you would be given a choice for us to either refund or reship you a replacement item.

What do I do if do not receive my item? 


Shipping may take anywhere between 3-15 business days or even longer, depending on your location and the opening hours of your local post office. Sometimes things may get stuck at customs for inspection but rest assured that they will reach you very soon! 

Note: The Item Guarantee Period lasts 50 business days and the buyer is eligible for a reshipment of order made should they have yet to receive anything by then.

To find out more about your order status please contact our customer support at

How long does it take to refund my money?

We aim to process refunds within 7 working days from when we receive your return. Once we’ve received it, we’ll authorise the payment provider you used to pay with to release the money back into your account. How long your payment provider takes to release the money will depend on their own terms and conditions. Purchases made through PayPal will be refunded to your PayPal account.

Can I cancel my order? 


If you want to cancel your order please send an email to

Please put on the subject of the email "Cancellation of order" so that we can spot the inquiry immediately and prioritize it. 

Note: All orders are only eligible for change/cancellation within 2 hours of order confirmation.  Once the order is successfully cancelled, we aim to process the refund within 7 working days from when we receive your return. Once we’ve received it, we’ll authorise the payment provider you used to pay with to release the money back into your account. How long your payment provider takes to release the money will depend on their own terms and conditions.

It's been seven days and I still have not received my refund, where is my money? 


If you still have not received your refund after 7 days, please contact us and we will look into it for you.