FAQ

REGISTRATION & ACCOUNT

Do I need to register before placing order?

You have to be our member to place an order, but no worries, you may register as soon as you have finished shopping. Our registration process is fast, free and will save you time for future purchases. Continue to shop until checkout or join us here.

How do I register?

You can click here to register.

Can I change my email address in my account?

We will offer this function in the future.

 

ORDERING

How can I make an order?

When you come up with an item and wish to view it in more detail, click on the photo and you can view an enlarged image with information on the name, reference and price of the product, in addition to the available sizes and colors. Choose the size and/or colour that interest you. If you have any queries about your size, consult our Conversion Size Chart here. Next, select the color you prefer (remember that first you must select the size) and you can add the article to your order by clicking on the "". Once you have completed the order, access your shopping bag and click on  to proceed to the payment pages.

Can I order by phone?

Unfortunately, we do not take orders over the phone at this time. However, you may order directly from our online website or on your smartphone. Click here to shop.

Is my privacy and personal information seucure on your site?

Shopping on our site is safe and secure. Please click here to view the full details on how we protect your privacy and personal information.

How do I convert my usual sizes intp a different standard?

We have concluded a size chart for your easy reference to eliminate your doubt and help you to find your numbers and letters in various standards. Just click here.

 

DELIVERY

What kinds of delivery options do you offer?

You may choose your own preference among two options of delivery method: Standard or Express. Click here to view the details of our delivery options.

How do I track my package after it has been shipped?

As soon as your package is shipped, you may receive an email notification confirming the shipment. Please note delivery status tracking is available only for Express Delivery. For more details, please contact our Customer Service Team, click here.

Will my parcel be charged taxes and customs charges?

All orders are shipped delivery duty unpaid. It may be subject to import taxes, duties and customs fees, which are charged once the parcel reaches its destination country in most cases. Any charges on a parcel must be paid by the receiver of the parcel. We have no control over these charges and we are not able to tell you how much these costs would be, as policies vary widely from country to country. You may contact your local customs office for details before you order.

I cannot find the answers to my questions, how do I reach Customer Service?

Please click here or email to m19m.cs@gmail.com to contact our Customer Service Team.

 

RETURN

Can I return an item for a refund?

We are sorry that we do not accept any refund request at this stage. We will refund your paid amount only if your ordered item/size is out of stock.

Can I  return an item for an exchange?

Exchange requests for size replacement are welcomed. If the product you received does not fit you properly, you can exchange it for another size ONCE within: 

-14 calendar days from the shipped date for Standard Delivery

-7 calendar days from the date of receipt for Express Delivery.

This deadline is based on your shipped date that you must ship your return back to us within such period. Remember, to be eligible for an exchange, the returned product must be unworn, unaltered and unwashed, with all the original packaging, tags, sanitary liner (for swimwear, if applicable) and accessories remain intact.

How can I return an item for an exchange?

If the product you received does not fit you properly and you would like to exchange it for another size, you have to fill in the return request form, click here.

Once we have approved your exchange request, we will assign your return an ARN (Approved Return Number) and you may then send the item back to us with the original packing list, valid ARN and customs documents (if applicable). No exchanges are allowed after the above said period, or if any of the original documents has been missing. All returns must be shipped prepaid and the return shipping is non-refundable.

Please note you have to ship out the return within our exchange period. That means you have to finish the steps (filling in the exchange request form, waiting for approval and shipping out the return back) within the above said period. So we suggest you to try the item on upon receipt and request for size exchange as soon as possible.

We’ll send you an email as soon as we’ve received your return in its original condition back at our warehouse. Upon receipt of your return, we will inspect the condition of the items before proceeding to exchange the size. We will gladly send out a replacement of the original item(s) purchased as long as it is available in the size requested. If the merchandise is not available, you will receive an email from us to discuss further options. 

 

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