FREQUENTLY ASKED QUESTIONS
DELIVERY
When you complete your order online, you should receive an order confirmation e-mail detailing your purchase.
If you have not received an order confirmation, please check your junk mail, or alternatively, contact us and we can confirm whether we have received your order.
If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a despatch confirmation email once your order is on its way and the expected delivery date. Simply click on 'Track Order' link within the email and this will take you to your account.
Unfortunately we are currently unable to change the address on your order once it has been confirmed. However, when the courier contacts you regarding your delivery they will provide certain options that you can make to your delivery eg. leave with a neighbour
We charge relevant VAT on all placed orders on misfitsinc.shop, delivered within the UK & EU.
For International deliveries (other than the EU), we operate on a DDU (Delivery Duty Unpaid) basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customers and have to be paid on delivery of your order.
We currently ship to the UK and USA only.
RETURNS/REFUNDS
For UK orders returns processed through our return portal back to the warehouse will be charged at £4.99 per return. This charge will be automatically deducted from your refunded amount.
For International returns, you will need to pay for your return using the returns portal.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
TO START A RETURN
Login to the Web App portal to start a return - https://start.atlast.co/misfits-inc/
Enter your email. You will be sent a 6 digit OTP (One time passcode) to this email.
Enter the 6 digit code from your email confirmation back in the Web App. Click “confirm".
Select the orders tab and click on "Add an order”.
Enter your Order No: #MFXXXX and click on "Check order number”.
Click on the item(s) you want to send back from the order items overview.
Select the most suitable return reason from the list that will appear at the bottom of the screen.
Preview your return details and confirm.
A QR code will be generated and all the necessary details for your return will be sent to your email. Kindly take a moment to review your email confirmation and locate the link labelled 'Dropoff Directions'.
This will provide you with a comprehensive list of all our convenient drop-off points.
Visit your nearest Collect+ 'dropoff' location, show the QR code and you're done.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Please inspect your order upon reception, if the item is defective, damaged or if you have received the wrong item go to the returns portal and start a return.
Select the most suitable return reason from the list that will appear at the bottom of the screen.
We will notify you once we’ve received and inspected your return.
For UK orders returns processed through our return portal back to the warehouse will be charged at £4.99 per return. This charge will be automatically deducted from your refunded amount.
For International returns, you will need to pay for your return using the returns portal.
YOUR ORDER
If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a despatch confirmation email once your order is on its way and the expected delivery date. Simply click on 'Track Order' link within the email.
We're sorry there's an item missing from your order, the items you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
If you have not had an email regarding this and your items is on your despatch email but not arrived, please contact us and we will be happy to look into this for you.
PROMOTIONS & OFFERS
Promotion codes can be added during checkout by entering your code into the discount code box.
When you enter the promotion code it will apply as soon as soon as you hit the apply button, however if the promotion is country specific or the item is not valid in the promotion the code will not work.
Using a discount code on your order? You can only use one per order – this includes our free delivery codes. If you enter two, we will take the last valid promotion code you entered.