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FAQ : FREQUENTLY ASKED QUESTIONS

Below is a list of frequently asked questions. Feel free to contact our customer service if you are not helped after reading our FAQ. We will try to help you as soon as possible! For comments, suggestions or complaints you can always contact our customer service.

Questions about product range
Questions about ordering
Questions about payment
Questions about delivery
Questions about returns
Other questions


QUESTIONS ABOUT PRODUCT RANGE


HOW DO THE CLOTHES OF MY WISH FIT?

We have a wide range of brands in our collection. Some brands use standard sizes, while others use small waistlines. Shoes usually waist normally. We try to give as much information about the fit as possible in the product description. This way you are always informed whether a certain item has a large or a small waistline. If in doubt, please contact customer service. You can also contact the physical store for more advice. Keep the article number, the manufacturer and/or a description at hand, so that the saleswoman will quickly know which article you are talking about.

My Wish, Brusselsestraat 19, 9200 Dendermonde
Contact : +32 (0)52 52 01 84
E-mail: info@mywish.be

I DON'T KNOW WHICH SIZE TO CHOOSE?

If, despite the product description, you still have doubts about the correct size, please contact customer service. We will be happy to help you. If it turns out that the size isn't right after all, you can return the article. Do you prefer fitting clothes yourself? Then you can visit our physical store. Tip: Compose your wishlist via our webshop and bring it with you to the store. Our saleswomen will be happy to welcome you and provide you with tailored advice. So don't hesitate to visit our shop too.

WHAT IS A WISHLIST?

You can browse the webshop to create a wish list in which you can save your favourite items of clothing, but do not yet pay for them immediately. This list is very useful: if you take it with you to the store, you can quickly find and try on your favourite pieces. Or you can forward the list to our customer service for more information. Or you can share your wish list with friends, family... so next time you get a gift that you really want. You can consult and change your personal wishlist at any time by clicking on the heart in the top right-hand corner.

WHAT DOES SIZE TU MEAN?

TU is an abbreviation of Taille Unique, which means that there is only one size for everyone. This garment usually has a lot of stretch or has a good fit.

I WOULD LIKE TO ORDER AN ITEM, BUT MY SIZE IS NOT AVAILABLE ANY MORE?

Don't worry! Sometimes a certain item is released again, for example when another customer cancels an order for the same item or when the stock is replenished. Leave your e-mail address on the relevant article page and you will be notified as soon as your size has been refreshed. You can also inform in the physical My Wish store, because it sometimes has a different stock than the webshop. Give the article number, the manufacturer and/or a description to the saleswoman. This way, she can quickly consult the stock of the store and hang aside the desired item of clothing for you.

My Wish, Brusselsestraat 19, 9200 Dendermonde
Contact : +32 (0)52 52 01 84
E-mail: info@mywish.be

ARE THE COLOURS ON THE PICTURES TRUTHFULLY DISPLAYED?

We want you to get the right information and to be able to order the product of your choice with peace of mind. However, it may happen that the colour on your screen differs slightly from the actual colour of the product (incidence of light, screen settings...). However, we do our best to present our products as truthfully as possible. If you still have questions about colours, please contact customer service : webshop@mywish.be

HOW DO I KEEP NOTIFIED ABOUT THE LATEST ACTIONS, TRENDS AND NEWS?

Almost every week, our store is supplemented with new collections which you can find on our homepage under the heading NEWCOMERS (NEW ARRIVALS). If you don't want to miss out on the latest trends, offers and promotions, please like our Facebook page and subscribe to our newsletter. We will also keep you informed via Instagram!

CAN YOU BUY A GIFT VOUCHER ON OUR WEBSHOP?

Gift vouchers can be ordered under the heading PRODUCTS through the link GIFT CARDS. You choose one or more virtual and/or physical coupon(s) with an amount of your choice. A physical gift voucher can be sent to yourself, or directly to the lucky one. Just fill in his/her details at the delivery address. Virtual gift certificates are always sent to the specified mail address. Gift vouchers are not converted into cash, returned or exchanged.

I HAVE RECEIVED A GIFT VOUCHER, CAN I PAY WITH THE GIFT VOUCHER ON THE WEBSHOP?

You can pay with a physical or a virtual gift voucher in our webshop. The only limitation is that when using the gift voucher on the webshop any residual value must also be spended on the webshop.

I HAVE RECEIVED A GIFT VOUCHER, CAN I PAY WITH THE GIFT VOUCHER IN THE PHYSICAL STORE?

You can pay with a physical or a virtual gift voucher in our store. The only limitation is that when using the gift voucher in the store, any residual value must also be spended in our store. Our saleswomen will be more than happy to help you put together a suitable outfit.

IS THE PRODUCT RANGE ON THE WEBSHOP EQUIVALENT TO THE PRODUCT RANGE IN THE PHYSICAL STORE?

Yes, everything you see in the webshop can usually also be found in our physical store(s). But not the other way around! This means that the supply in our physical store is more extensive. For a wider choice you are more than welcome in our store!

My Wish, Brusselsestraat 19, 9200 Dendermonde
Contact : +32 (0)52 52 01 84
E-mail: info@mywish.be


QUESTIONS ABOUT ORDERING


HOW DO I PLACE MY ORDERS?

  • Make your choice from our collection (select size, colour and number).
  • Add to your shopping bag.
  • If you want to buy another item, you can also add it to your shopping bag.
  • To pay, click on the shopping bag (top right).
  • Check your order and click 'Go to shopping cart'.
  • To place an order you need an account. If you don't have an account yet, please create one. If you already have an account, please log in with the details you used for a previous order. Forgot your password? Retrieve your password here. Please enter or check your personal data. Make sure that this information is correct, so that we can deliver your parcel properly or can easily contact you.
  • Choose your shipping method. You can pick up your parcel in our shop or have it delivered by one of our shopping providers (BPost, DPD, DHL, ...). Different payment methods are possible. Visa, Mastercard, bancontact for Belgian customers and iDEAL for Dutch customers. Your parcel will be delivered quickly with the chosen shipping method after we have received your payment. Via e-mail you will be kept informed of the delivery progress.

I AM A NEW CUSTOMER, HOW DO I MANAGE AN ACCOUNT?

If you are not yet a customer on the My Wish webshop, you need to register first. Click on the 'account' icon in the upper right corner, then choose to register and follow the steps to log in. You will receive a confirmation of your registration by e-mail, after which you can continue shopping immediately.

I HAVE FORGETTEN MY PASSWORD?

Request your password here.

You can't do that? Please contact our customer service department at webshop@mywish.be.

HOW SAFE IS ONLINE ORDERING?

Your online safety is a priority for us! Ordering online at My Wish is safe. The exchange of your data with our systems is secured by an SSL (Secure Socket Layer) certificate. To process your payment we work together with Mollie and PayPal. Both online payment providers make payment very user-friendly, always with an optimal security and privacy in mind.

CAN I PLACE A WEB ORDER THROUGH THE MY WISH STORE?

No, you can't order through our store. But you can make a reservation on clothing items. Always provide the article number, manufacturer and/or description so that the saleswoman knows which item(s) you are talking about in order to check the availability in the store.

My Wish, Brusselsestraat 19, 9200 Dendermonde
Contact : +32 (0)52 52 01 84
E-mail: info@mywish.be

CAN I MAKE A RESERVATION IN THE MY WISH STORE?

Yes, you can make a reservation for clothing items. Always provide the article number, the manufacturer and/or a description of the desired item of clothing so that the saleswoman knows quickly which article(s) you are talking about in order to check the availability in the store.

My Wish, Brusselsestraat 19, 9200 Dendermonde
Contact : +32 (0)52 52 01 84
E-mail: info@mywish.be

WHAT COUNTRIES CAN I ORDER FROM?

Belgium, the Netherlands, Luxembourg, France and Germany. If you want to send a package to another country, please send an email to webshop@mywish.be. Mail your wishlist and we will inform you about the shipping and return costs (depending on the country and the weight of your package).

I WANT TO COMPLETE MY ORDER BUT A SHOPPING ITEM IS NO LONGER AVAILABLE?

It's a pity that you didn't manage to complete your order. First of all our sincere apologies! The item selection on the site is 'live' and is linked to the actual stocks in our warehouse. This means that an item is only reserved for you once you have completed and successfully completed the ordering process. Until then, another customer can order the same article. If this happens, you will receive a message when ordering that the item is no longer in stock.

CAN I TRACK MY ORDER?

You have chosen delivery by Bpost, DPD or DHL: in almost all cases you can follow your parcel with 'track-and-trace'. You will receive an email with the tracking number of your package.

You have chosen delivery in the store: you can pick up your order in the store.

Usually, your order will be delivered after 3 to 6 working days, depending on your payment method.

WHAT IS MY PERSONAL DATA USED FOR?

Your personal data will be included in My Wish's customer base for the execution of the contract/order, responsible customer and risk management and possible marketing purposes. Your data will never be given or sold to third parties. You always have the right to view and correct your data in our database. Simply contact our customer service. If you have an account, simply log in to the site to view or edit your details yourself. You can find more information under Privacy and Cookies.

CAN I CANCEL MY ORDER?

Yes, you can cancel your order as long as it hasn't been shipped yet. Have you paid yet? Then we will refund the full amount as soon as possible. If you have an account, you can log in and cancel your order in the account section, sub section orders. If you do not have an account or if you are unable to cancel your order through the webshop, please contact customer service if possible: webshop@mywish.be to request a cancellation.


QUESTIONS ABOUT PAYMENT


HOUR PAYMENT I MY ORDER?

You can pay online via Credit Card (Visa and Mastercard), Bancontact for Belgian customers and iDEAL for Dutch customers. We work together with Mollie and PayPal. In addition to the usual payment by card, both payment providers offer a number of other online payment options. My Wish does not have access to your confidential payment details. Regardless of which payment method you choose, we cannot ship your order until we have received your payment.

IS PAYING ONLINE SAFE?

Your online security is a priority for My Wish. To process your payment we work together with Mollie and PayPal. These secure payment systems make it possible to carry out all payments in a very user-friendly manner, with optimum security and privacy. Thanks to Mollie and PayPal you can pay with the payment method of your choice. Your financial data will be processed in complete security. The number of your credit card is only given to the financial institution that executes the transaction. Communication with financial institutions takes place in accordance with the transmission and security protocols imposed and certified by these institutions.

I HAVE RECEIVED A GIFT VOUCHER, CAN I USE THIS VOUCHER ON THE WEBSHOP?

You can pay with any type of gift voucher in the webshop. The only limitation is that when using the gift voucher on the webshop any residual value must also be spended on the webshop. Of course you can also use the gift voucher in our store in Dendermonde. Our saleswomen will be happy to help you put together a suitable outfit!

My Wish, Brusselsestraat 19, 9200 Dendermonde
Contact : +32 (0)52 52 01 84
E-mail: info@mywish.be


QUESTIONS ABOUT DELIVERY


DO I PAY SHIPPING COSTS?

You don't pay any shipping costs if you choose to pick up your order at our store. If you have the order shipped, the shipping costs depend on the amount purchased (including VAT) in combination with the country to which you are shipping:

  • Shipping to Belgium :
    Rate: € 4,95
    Free shipping from € 65,00
  • Shipping to Netherlands :
    Rate: € 4,95
    Free shipping from € 75,00
  • Shipment to Luxembourg :
    Rate: € 6,95
    Free shipping from € 85,00
  • Shipment to Germany :
    Rate: € 6,95
    Free shipping from € 85,00
  • Shipping to France :
    Rate: € 8,95
    Free shipping from € 100,00

If you want to send a package to another country, please send an email to webshop@mywish.be.

Mail your wishlist (What is a wishlist?), we can inform you about the shipping and return costs (depending on the country and the weight of your parcel).

HOW AND WHERE CAN MY ORDER BE DELIVERED?

You can pick up your order for free in our shop or you can have it delivered by one of our shipping providers in Belgium, the Netherlands, Luxembourg, Germany and France, subject to payment of shipping costs. If you want to send a parcel to another country, please send an email to webshop@mywish.be.

If no one is at home at the time of delivery, the driver will leave a note in the mailbox. You can pick up your parcel at the post office, at a pick-up point in your area or at a Bpack 24/7 automat.

SHIPPING TO ANOTHER COUNTRY THAN BELGIUM, THE NETHERLANDS, FRANCE, LUXEMBOURG OR GERMANY?

If you want an order to be sent to a country other than Belgium, the Netherlands, France, Luxembourg or Germany, please make a wishlist. You can do this by going to the desired product and clicking on the button "add to wishlist". Once you have added all the products, you can find an overview by clicking on the heart in the upper right corner. On the basis of this overview we will let you know how much the shipping and return costs are. You can pay by bank transfer. As soon as the amount due has been paid, we will ship the articles to you.

HOW LONG DOES IT TAKE IN ORDER TO RECEIVE MY PACKAGE?

Regardless of which payment method you choose, we cannot ship your order until we have received your payment. Normally it takes 3 to 6 working days for your order to be delivered. If you pay by bank transfer, it may take a little longer because we wait until the amount is in our account. You will receive an email when your order is shipped. If you have chosen one of the shipping providers (BPost, DPD, DHL, ...), you will receive an email with a link to track your parcel. If you are not at home (or at the address you provided), the driver will leave a note in the mailbox. You can pick up your parcel at the post office, at a pick-up point in your area or at a Bpack 24/7 automat.


QUESTIONS ABOUT RETURNS


CAN I RETURN MY ORDER?

Too bad you're not satisfied with your purchase. You can return all or part of the products by following the instructions on the enclosed return document. If you do not find the return document, you can always download it on the following link return form.

Deadline : send the parcel back to the correct return address within 14 days after receipt.

Products : we only accept articles in original (unused and undamaged) condition, with corresponding price tags and/or labels still attached. Of course it is allowed to fit the clothes.

Packaging : pack the return parcel carefully to avoid damage during transport. If possible, re-use the My Wish packaging to save money and to save the environment!

Return address : My Wish Webshop, Brusselsestraat 19, 9200 Dendermonde

DO I PAY RETURN COSTS?

Yes, the return costs are borne by the customer.

  • Return from Belgium: € 3,95.
  • Return from the Netherlands: € 4,95.
  • Return from Luxembourg or Germany: € 6,95.
  • Return from France: € 8,95.
  • Return from other countries: on request.

You can of course also choose to return the products without using the return document and this to the following address: My Wish Webshop, Brusselsestraat 19, 9200 Dendermonde. In this case, the direct costs of returning the goods will be borne by you.

HOW AND WHEN DO WE REFUND THE RETURNED ARTICLES?

The refund depends on the chosen payment method. The refund will be made automatically via the payment method you selected when ordering the package (MasterCard, Visa, Maestro, bank transfer, ...). We will refund a return within 14 working days after we have received the returned package at our address.

If the return is made using the instructions on the return form, the return cost will be deducted from the refund.

If you have purchased a combined offer of products at a reduced price and wish to return this order in part, we will pay you the difference between the amount paid by you for the entire combined offer and the sum of the undiminished price of the products forming part of the combined offer that you do not return. The shipping costs incurred by us will not be refunded in case of a partial return of products if the amount of the sum of the products that you do not return is less than the minimum amount for free shipping (for an overview of the minimum amounts, see section 'Do I pay shipping costs?').

WHAT SHOULD I DO IF A DELIVERED PRODUCT HAS BEEN DAMAGED?

Before we ship an order we do a quality check. If any damage occurs during shipment or if the item does not meet the quality standards, please do not hesitate to contact our customer service: webshop@mywish.be.

CAN I EXCHANGE A PRODUCT?

No, products purchased through the webshop cannot be exchanged, not even through the physical store. You can return the products and place a new order. If you buy products in our physical store, you can exchange them with the original receipt.


OTHER QUESTIONS


HOW DO I REPORT A COMPLAINT?

We do everything within our means to deliver a perfect product. If an item does not meet your expectations, please contact our customer service: webshop@mywish.be. We will do everything we can to offer you a solution the same day. If not, you can expect a response from us within a few days at the latest.

Also for general complaints, complaints about the website, the delivery or the conditions you can contact our customer service. Not satisfied with our solution or our response to your complaint? Mail to webshop@mywish.be and we'll get on with it quickly.

CAN I USE MULTIPLE DISCOUNT CODES AT THE SAME TIME?

Unfortunately it is not possible to use multiple discount codes at the same time. A tip: always use the code that gives the highest discount first.

I HAVE A SUGESTION!

Do you have an idea for improving our site? Or did you notice a mistake? Let us know by e-mail: webshop@mywish.be. We are always looking forward to your feedback!