FAQ

Bringing you exclusive luxuries is our passion!

Do I need to set up an account to place an order?

Yes, you need to set up an account for a secured buying experience and to avail an unmatched customer service.

Is my personal information kept private?

Yes, your personal information is kept private as our site implements the best security measures.

I forgot my password - what should I do?

Click on the ‘Forgot Your Password?’ link on the login pop-up screen and follow the instructions to regain access to your account. In case, if you face any issue, you can get in touch with our customer service team.

Which payment methods does AtMayfair accept?

We accept payments via Credit/Debit Cards and PayPal.

Is it safe to use my credit card online at AtMayfair?

Yes, it is completely safe to use your credit card online, as our site is protected with the best-in-class payment security systems by Payment Sense and PayPal.

Which currency can I buy in?

All our products are priced in £GBP (Great British Pounds) currency. However, you can pay in your local currency using any of the available payment methods. Please note, that your bank or the card provider may charge you a nominal fee for this.

How can I be sure that my selected product will fit me?

You can be sure that your selected product will fit you as we have kept a globally authenticated size chart that will guide you on sizing and fit for all the ready-to-wear items. In case of made-to-order products, we can custom made as per your body measurements. Please refer to details of specific products to check whether they can be custom-made or not. For further assistance, please get in touch with our customer services.

Are you going to have my size/out of stock product again?

Generally, we have exclusive pieces on AtMayfair, so getting your size/out of stock product again is not a general option. However, if you still want to purchase that specific product, then drop a mail to our customer services. We shall try and see to make that specific available, if possible.

Can I make a special request on my order, for example, to have an item altered to fit me?

There may be specific instances wherein this is possible. Please refer to the product detail page and write in to our customer services with your specific query. We shall try to get the alteration done, if possible.

Can I reserve an item to buy later?

No, reserving an item is not possible; however you can add it to your favourites, which shall be reflected into your account.

Do you offer a personal styling service?

Yes, we offer a personal styling service to our premium users. To avail this service, drop in a mail to stylists@atmayfair.com.

Can I place an order over the call?

No, we don’t accept order over the call as there can be misuse of your debit/credit card information.

How do I get further information about a particular product?

To get further information about a particular product, click on the “Specifications”, “Shipping & Returns”, and “Care Instructions” on the product details page. For any specific query, write in to our customer services.

I am facing problems, while processing my payment online.

Please try an alternative payment card or method. If you are still unable to make the payment, then contact our customer services with your specific query.

ORDERS & SHIPPING

How long does product delivery take and how much will it cost?

Delivery timing may differ a bit depending on whether the product is ready to wear or custom made. Refer our ‘Shipping & Returns’ section on specific product page to know more. For any other specific query, write in to our customer services.

Is my package insured and do I need to sign for my order?

Yes, your package is insured as we send our products via global tracking. Also, you need to sign on the delivery receipt for our records.

How much duties and taxes will I have to pay?

Each country has different set of rules for custom duty and taxes. Refer to our shipping page to know more.

How will I know my order has been received?

You will receive a mail from us, which will contain your order details. To place you order successfully, you need to complete the whole checkout process.

When will I be charged?

You will be charged on successful delivery of your product. We authorise your card for full payment on your order confirmation.

How to use the discount code while making an order?

When you add a product to the bag, there you will see a small box below the total value. You need to enter your discount code here and press on redeem button to apply the discount on the total amount.

How can I track the delivery of my order?

You can track your order by logging into your AtMayfair account. As all our couriers are tracked and are constantly updated about their whereabouts, you can easily track your order.

My order is incomplete. When will my remaining items be delivered?

The delivery time may vary a bit, as our products are sourced through different designers round the globe. Please contact our customer services, if the remaining items have still not arrived.

Do you ship to my country?

Please refer to our shipping page for the same.

Can AtMayfair ship to more than one address in a single order?

No. If you want to shop items to more than one address, then you need to place different orders for each address.

Can I cancel, change or amend my order, once it has been placed?

Yes. Excluding certain items, you can cancel, change or amend your order, before the items have been shipped.

RETURNS & REFUNDS

Can I return my order?

Follow RMA procedure, cust. Care

I returned an item. When will I receive my refund?

You will receive the fund as soon as we have received the item in original and resaleable condition with tags intact. We will confirm about the same by sending you a mail.

I cancelled my order. When will I receive a refund?

You will receive the refund for your cancelled order almost instantly. In certain case, you will get the refund in 1-2 working days 3rd party.

Will I be refunded the full value of my order?

Yes, you will be refunded the full value of your order.

Will custom duties, sales tax or VAT be refunded on a return?

Yes. However, for custom duties you need to claim it directly from the relevant authority in your country.

Can I exchange my item?

Yes. To exchange your item, you need to first return it as per our return policy.

Why are shipping restrictions applied to some items?

Shipping restrictions are applied as some countries restrict trade of items like use of animal skin, real jewellery, etc. We have no control over it as the list keeps on changing depending upon the respective country.

The item I ordered arrived in the wrong size. I want to exchange it but it has sold out. What should I do?

Please write to our customer services and we shall make the best possible arrangements for this situation.