FAQ's


How long will my order take to arrive?
All orders are processed within 1 business day and normally shipped within 2-4 business days. Due to an unordinary high demand for products, deliveries take on average 6-12 business days and in rare cases 30+ business days. Tracking Info: Within a week of your order being fulfilled (shipped), you will receive notification of your tracking number. 
 Check out our Shipping Info page for more information as it can vary from country to country!

 

How do I track my order?
Visit our tracking page here
  
I received one of my orders but not the rest?
Do not worry, we ship items in individual shipments and not all orders are certain to arrive at the same time.
 
I made a large order but not all the items have arrived yet?
We ship items out in small batches so that you don't get stuck at customs, and also to avoid you waiting for items that may take a little longer. Rest assured, all your items will arrive - albeit not always in the same package.
 
What about the quality of the products?
We guarantee fantastic quality on all of our products. We wouldn't expect our customers to recommend MOY London if our products were not beyond expectations. So, naturally, we have focused on providing you the best possible products we physically can. 
 
My order has been dispatched, how can I track my order?
If you have ordered an item from our collection of free products please note that we cannot offer a tracking number for your item.

 

Are your promotional items actually free?
Yes, all we ask is for customers to cover postage and packaging fees when we are running promotional offers.
Are there any other costs I need to pay?
We only ask customers to cover the small packaging and shipping costs to ship their order. There are no other costs, now or in the future.

 

How can you offer free products?
We order a vast amount of products every week, this allows us to get the lowest possible price. We also have special rates with our logistics partners which ensures we keep shipping and packaging charges to a
minimum.
Where will my order be dispatched from?
All materials are dispatched from our warehouse in Asia and handmade in London, this allows us to skip out any unnecessary overheads and pass on our discounts directly to customers - saving you money!.

 

Why does the checkout page state my information will be transferred to the United States?
Our MOY London website runs on Shopify, one of the world's most popular and secure e-commerce platforms. Shopify's secure servers are based in the United States, therefore our customer's information is transferred to the USA.
This is standard practice and ensures your information is kept as safe as possible.
Do you sell my details to any other companies?
We value your trust. Your personal details will never be sold to third parties.
 
How safe is it to place an order on your site, will you have access to my bank details?
Your card details are secure, payments are processed through our hosting and store provider (Shopify) which is certified Level 1 PCI DSS compliant.
MOY London itself does not have access to your card details and your payment which is processed through Shopify is later remitted to ourselves.
Alternatively you can make payment through our additional payment provider Paypal.
 
I'm afraid to pay online, is this safe?
Yes, 100% - as is proven by our McAfee Secure Certification featured at the bottom right of pages here on MOY London. When you enter your payment details, we do not have access to any of this information. All payments on our site are processed by a third party authorised payment processor. They use the latest generation encryption protocols and safety measures that are the best in the field to ensure you are fully protected when shopping online with us. 
 
What should I do if something goes wrong?
Our Customer Support team work tirelessly 7 days a week, 365 days a year to provide you with answers and solutions as quickly as possible. Our team is carefully selected to include only the most sympathetic and solution-oriented staff; specially trained to solve any problems you may run into. Rest assured that if any problems arise, we will resolve them to the best of our ability! Just visit our Contact Us page - or message us at info@m-o-y-london.com
(For the quickest response times use our Contact Page)
 
My question is not answered here, what should I do?
If you have a question which isn't answered here, please visit our Contact Us page - or message us at info@m-o-y-london.com