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  • Top 5 questions
      • Delivery
      • Returns
      • Where's my order? Track it here!
        Track your order here

        Enter your order number. Pssst...It's on your order confirmation or dispatch email

        Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

        If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

      • Why is my order late?

        Are you sure it’s late? Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here. If it's after 9pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your delivery date has passed, please contact here and have your order number ready.

      • Why was my order cancelled?

        If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

      • Can I cancel or change my order?

        As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

      • I received a faulty item, what do I do?

        We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

        To help us get this fixed for you ASAP, when you first contact us please include the following information;

          -Your name
        • -Order number
        • -Product name and code
        • -Picture of the fault
        • -Description of the fault

        (The product name and code can be found on your order confirmation email).

        If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

      • FREE Returns - How do I return my package?

        Option 1: FREE using our returns portal (print label at home)

          FREE, FAST, TRACKABLE returns!

          Good to know...

          You've got 14 days to send something back to us from the day you receive it.

          We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label, just follow the easy steps below.

          We can't offer refunds on cosmetic and pierced jewellery or swimwear and lingerie if the hygiene seal has been broken.

        • 1

          Repack your items.

        • 2

          Select your carrier and go to the portal and let us know what you want to return and why.

        • 3

          Some carriers require you to print a label, see list below.

          Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

          • Returns are FREE
          • Print label at home
          • Take your parcel to any Post Office
          START A RETURN
          • Returns are FREE
          • Print label at home
          • Take your parcel to any Click & Collect
          START A RETURN
          • Returns are FREE
          • Print label at home
          • Take your parcel to any Hermes Parcel Shops
          START A RETURN
        • 4

          Keep an eye on your return tracking. You'll get an email once we get it back but if you've not heard anything in 14 days, give us a shout and we'll have a look for you.

        • Option 2: No printer? Print label in store.

          • Returns are FREE
          • Print label in store
          • This is a trackable service
          START A RETURN

        Returning from outside the UK?

        • If you are returning from outside the UK you will need to pay to make your return so please use a standard, trackable service and keep your proof of postage receipt until after your refund is processed

          To download a new returns label, select your country from the drop down menu.

          Get Label
      • There wasn't an invoice in my parcel, can I return?

        We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.

        Ready to Return? click here

      • I am outside of the returns policy, can I return?

        You've got 14 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

        Ready to Return? click here

      • I don't have the original packaging, can I return?

        Don't worry, just package your items in something non see-through, sealable & waterproof.

        Ready to Return? click here

      • Refunds - How long will my refund take?

        A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

        If you are using Royal Mail, Hermes or Collect+ the tracking will show it delivered to our nearest distribution centre. It can be up to 7 days from this point for item to be received into the MissPap warehouse, where it will be processed and refunded. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, this is dependent on your banks processing time.

        If you paid for your order with a gift voucher or store credit, this will be credited back to your MissPap account.

        We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

        All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

        If you've waited more than 28 days with no email from us, please get in touch by going to the Contact Us tab on this page.

         
  • Orders & Delivery
    • Where’s my order? Track it here!
      Track your order here

      Enter your order number. Pssst...It's on your order confirmation or dispatch email

      Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

      If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

    • Delivery Options

      Delivery option Delivery times Delivery cost
      UK Standard Delivery Up to 5 days. £3.99 per order
      UK Next Day Delivery Order before 11pm Sunday to Friday or before 9:30pm on Saturdays £5.99 per order
      Northern Ireland Standard Delivery Up to 5 Working Days £3.99 per order
      Northern Ireland Next Day Delivery Next Day if ordered by 1pm Monday to Thursday. £5.99 per order
      DPD Precise Delivery Select your preferred day and DPD will text you to organise a 1hr delivery slot between 11am-5pm £5.99 per order
      Next Day 24/7 Locker Collection Collection next day if ordered before 6pm, Sunday to Friday only. £5.99 per order

      Please note: postcode restrictions apply, for more details click here.

    • Why is my order late?

      Are you sure it’s late? Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here. If it's after 9pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your delivery date has passed, please contact here and have your order number ready.

    • I’m missing items from my order!

      Not cool! We’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected delivery date has passed, then please head over to our Contact Us section and we will sort it for you.

    • Why was my order cancelled?

      If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

    • Can I cancel or change my order?

      As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

    • Can I exchange my order?

      Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

    • I received a faulty item, what do I do?

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

      To help us get this fixed for you ASAP, when you first contact us please include the following information;

        -Your name
      • -Order number
      • -Product name and code
      • -Picture of the fault
      • -Description of the fault

      (The product name and code can be found on your order confirmation email).

      If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • I received an incorrect item, what do I do?

      Please head over to our Contact Us page so that we can get this fixed for you.

      Please send us an email with the following information:

      • Your name
      • Order number
      • Product name and code of the item ordered
      • Product name and code of the item received
      • Picture of the incorrect item and a description of the incorrect item received
      • You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

    • My tracking is showing that my parcel is being returned to sender

      The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

      If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative delivery address where you know someone will be able to receive the parcel or selecting an alternative delivery option at checkout e.g. time specific delivery or locker collection if offered in your delivery location.

  • Returns & Refunds
    • FREE Returns - How do I return my package?

      Option 1: FREE using our returns portal (print label at home)

        FREE, FAST, TRACKABLE returns!

        Good to know...

        You've got 14 days to send something back to us from the day you receive it.

        We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label, just follow the easy steps below.

        We can't offer refunds on cosmetic and pierced jewellery or swimwear and lingerie if the hygiene seal has been broken.

      • 1

        Repack your items.

      • 2

        Select your carrier and go to the portal and let us know what you want to return and why.

      • 3

        Some carriers require you to print a label, see list below.

        Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

        • Returns are FREE
        • Print label at home
        • Take your parcel to any Post Office
        START A RETURN
        • Returns are FREE
        • Print label at home
        • Take your parcel to any Click & Collect
        START A RETURN
        • Returns are FREE
        • Print label at home
        • Take your parcel to any Hermes Parcel Shops
        START A RETURN
      • 4

        Keep an eye on your return tracking. You'll get an email once we get it back but if you've not heard anything in 14 days, give us a shout and we'll have a look for you.

      • Option 2: No printer? Print label in store.

        • Returns are FREE
        • Print label in store
        • This is a trackable service
        START A RETURN

      Returning from outside the UK?

      • If you are returning from outside the UK you will need to pay to make your return so please use a standard, trackable service and keep your proof of postage receipt until after your refund is processed

        To download a new returns label, select your country from the drop down menu.

        Get Label
    • Refunds - How long will my refund take?

      A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

      If you are using Royal Mail, Hermes or Collect+ the tracking will show it delivered to our nearest distribution centre. It can be up to 7 days from this point for item to be received into the MissPap warehouse, where it will be processed and refunded. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, this is dependent on your banks processing time.

      If you paid for your order with a gift voucher or store credit, this will be credited back to your MissPap account.

      We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

      All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

      If you've waited more than 28 days with no email from us, please get in touch by going to the Contact Us tab on this page.

       
    • I am outside of the returns policy, can I return?

      You've got 14 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

      Ready to Return? click here

    • I don’t have the original packaging, can I return?

      Don't worry, just package your items in something non see-through, sealable & waterproof.

      Ready to Return? click here

    • I can't see the refund on my bank statement

      Refunds are sneaky things and can show up in a couple of places:

      1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times) 2. If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)

      If you still can’t see it, give us a shout on the Contact Us Form.

       
    • Can I return more than one order in the same parcel?

      Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

      Ready to Return? click here

    • There wasn't an invoice in my parcel, how can I return?

      We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.

      Ready to Return? click here

    • Faulty items

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;

      Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.

      The product name and code can be found on your order confirmation email.

      If you contact us via the 'Contact Us' tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Return Exemptions

      We cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

      It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

    • Can I exchange instead of a refund?

      Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the Returns

      section and reorder for a replacement.

    • Have you received my returned item(s)?

      It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

      On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your misspap.com account.

      We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

    • Do you refund the delivery charge?

      We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.

       
  • Payments & Promotions
    • Promotions and Discounts

      We know you like a good deal so we often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can't be applied later.

      Having issues redeeming your discount? This might be why:

      • -Oh no – you’re out of time! That code could’ve expired now as we run offers for a limited time.
      • -Trying to use two codes? Sneaky! We love giving you discount, but ask that you only use one code per order please.
      • -Double check your delivery option. Some of our codes only work when you select a specific delivery option such as our Next Day Delivery service.
      • -Check for typos. We all do it – double check you haven’t mistyped the code in your mad dash for discount. Compose. And re-type.
      • -Want. It. All. But check you’ve only picked products from the category on offer.
    • How can I pay for my order?

      Payment options

      We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron, American Express, Discover and Diners. We also accept PayPal, Apple Pay (iOS only), Clearpay (not available on app), Giftcards and prepaid debit cards.

      Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf. Discover & Diners payment methods do not apply on the app. 

      When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

      Gift Vouchers

      If you've been gifted a MissPap voucher/gift certificate, then yes we accept those, can you imagine if we didn't!

    • Apple Pay Enquiries

      APPLE PAY

      You can now pay for your MissPap orders with Apple Pay using a Visa, Mastercard, or American Express Card on all devices which support Apple Pay*.

      How to Pay:

      Make sure you have Apple Pay set up on your device; then all you need to do is add the items to your basket, choose your preferred delivery option, and when you reach the checkout stage, select the Apple Pay option as your payment method. *Please note that Apple Pay does not work on the MissPap app.

      Once you’re happy with your order tap the Touch ID** or glance at your iPhone for Face ID to pay.

      Once the order has successfully been processed you will then be sent an order confirmation email.

      Please note, you won't be able to select Apple Pay if you've applied a gift voucher.

      *If you are using Apple Pay on a Mac device, this payment option will only be available on Safari whilst using the Mac OS Sierra operating system.

      **If you have a Mac with Touch Bar, you will be able to verify your payment using the Touch ID sensor on your MacBook Pro keyboard. If not, you will need to make sure your phone or Apple watch is nearby in order to verify them remotely.

    • How do I use my gift voucher?

      Pop your code into the ‘Redeem Gift Voucher’ box at the checkout page and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift certificate, don’t sweat it. The balance remains on your voucher for next time.

      We're currently working hard on our gift vouchers so they're not currently available for purchase but they will be back up and running soon.

    • My gift voucher isn’t working

      Oops... check you haven't entered your code in the ‘Enter Promotion Code’ box as this won't work. Make sure you’ve entered it in the ‘Redeem Gift Voucher’ box at the checkout page and then hit apply!

    • Payment Error

      Payment Error

      If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to 'contact us' tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):

      • -What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
      • -What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
      • -What payment method you were trying (e.g. PayPal, Visa)
      • -A description of the problem and what time the problem occurred
      • -If you get an error message, please include it in your message to us
  • Product
    • I received an incorrect item—what do I do?

      We will get this fixed for you ASAP so that we can get this fixed for you please head over to our Contact Us page.

      Please send us an email with the following information:

      • Your name
      • Order number
      • Product name and code of the item ordered
      • Product name and code of the item received
      • Picture of the incorrect item and a description of the incorrect item received
      • You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

    • Item out of stock?

      Too late, you missed it! We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best garms do reappear. Our customer service team won't know if a product is coming back in or not, you'll see it first.

    • I received a faulty item—what do I do?

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

      To help us get this fixed for you ASAP, when you first contact us please include the following information;

      • Your name
      • Order number
      • Product name and code
      • Picture of the fault
      • Description of the fault
      • (The product name and code can be found on your order confirmation email).
      • If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Sizing
      Check our Size Guide for more information.
    • Why can’t I find an item that was advertised?

      Our products are popular and sell out fast! Check out our latest products here.

  • Contact us

      Please include your order number when contacting us!

      (Sorry, we don't have a phone number)