Frequently Asked Questions



Orders

Q) Having problems ordering online?
Please email info@mycurvesandme.com or call 0845 302 8888.

Q) What information will I need to provide if I call about my order?
To help us track your order please quote your order reference when you call. If you cannot find your email with this on we should be able to track your order using your personal details.

Q) Do you store my credit card details?
We will only save card information if you select this option when entering your payment details. You will still need to re-enter the CV2 (last 3 digits) as an extra level of security. Your card details will be saved securely on the Sage Pay server.

Q) Can I cancel my order?
Unfortunately once an order has been placed and confirmed you are unable to cancel that order. If you have changed your mind you will need to wait until you receive the order and then follow our returns process

Q) What are the postage charges for orders online?
Delivery is £3 per order

Q) Will my order ever be sent out in two parts?
No – we will post all available items of your order together

Q) What happens if an item is out of stock after I place my order?
If you have placed your order and one or more of the items are unavailable we will credit your payment method for these missing items and email you to advise this has happened.

Q) Can I have my parcel delivered to a different address?
You can select an alternative delivery address at the time of placing your order. If you need to change your delivery address after placing your order please call us on 0845 302 8888. Depending on the stage of your order we may be able to amend the address but this cannot be guaranteed.

Q) Why have I not received my order?
You can view the status of your order and see when it was despatched by logging on to ‘My Account’. Please note that we must allow 15 working days for UK orders before an order is considered lost in the post- this is a Royal Mail requirement. Please contact us after this time on 0845 302 8888 or by email to info@mycurvesandme.com to take action.

Q) What do the order statuses mean on ‘My Account’
Processing; means your order could be at any point between the warehouse receiving it and despatching your goods.
Despatched: order has been despatched from our warehouse and is with Royal Mail
Credited: Return has been received and is being processed
Refunded: The returned amount has been refunded to your original payment method. Please note delivery charge will only be refunded in situations where an item is confirmed as faulty

Q) Do you offer gift wrapping?
We are unable to offer gift wrapping at this time but all items are picked by hand and securely packaged to ensure you receive your new garments in the best possible condition.


Returns

Q) Will you notify me to confirm you have received my return?
Yes, you will be contacted by email once we have received your return

Q) I have received a faulty item, what shall I do?
It is very unusual that any of our customers receive faulty goods. However if you do receive anything that is not satisfactory please follow our returns process ensuring you mark the reason for return as faulty and provide a brief description of the fault found. The item will be checked and if the fault is confirmed you will be credited for the item and also the delivery cost of the order. If the item is not deemed faulty upon inspection it will be returned to you.

Q) Do I need to pay to return items?
We do not offer a paid returns for sending items back to us so you will need to cover the cost of the return yourself. Please ensure that you retain proof of postage in case any problems occur. Return address;

My Curves & Me
Unit 1d Holbrook Avenue
Holbrook Industrial Estate
Sheffield
S20 3FF

Q) I can’t print the returns paperwork what do I do?
If you are unable to print the returns paperwork please enclose a note with your items including your order number, name, address, contact telephone number and email address as well as your reason for return.

Q) I haven't received my refund
You should expect to see your refund in your account within 5 working days once you have received the email confirming your return has been received. Please note some banks may take longer than 5 working days to process refund payments


Advice

Q) How do I calculate my bra size?
Please refer to our fitting guide

Q) Do you deliver outside of the UK?
Currently My Curves & Me only deliver within the UK.

Q) I have forgotten my password what do I do?
If you have forgotten the password for your account you can click on the ‘forgot your password’ link next to the Login button. This will send an email to your email address to reset your password