Oh dear! Can happen of course! Don't worry, contact us as soon as possible via support@musthaves-melbourne.com.
If your package has not yet been shipped, customer service will immediately change your address details.

Have you checked your spam inbox yet? There is a chance that the order confirmation ended up in this inbox.

If you have not received the order confirmation either, please feel free to contact support@musthaves-melbourne.com. We will then check for you whether your order has gone through correctly.

In some cases, it can take up to 24 hours before you receive the confirmation email.

We are sorry that you have not yet received it! We do everything we can to ship
your order as soon as possible.

Have you perhaps ordered a pre-order item? You can find this in the product description of the relevant products or in your order confirmation. The pre-order date is stated here in green letters.

When we have shipped your package, you will receive an email from us containing your track and trace code with which you can follow your order to your home.

After we receive your return package, you will receive an automatic return confirmation. We will then check, process and credit it in full within 7 working days.

We do our best to ensure that the products you order are checked with the utmost care before they are actually shipped.

In the event of a wrong item, we would like to receive a photo of the incorrect item in its entirety. Could you also tell us which item you unfortunately did not receive because of this?

If you have had the wrong size, we would like to receive photos of the entire item and a photo that clearly shows the wrong size!

You can send the email with photos to our customer service via support@musthaves-melbourne.com. We will then look for a suitable solution together.

Please don't forget to mention your order number.

We do our best to ensure that the products you order are checked with the utmost care before they are actually shipped.

Unfortunately, sometimes it can happen
that you receive a damaged product. Of course we understand that this is very
annoying.

In this situation, we would like to ask you to send an email to support@musthaves-melbourne.com within 7 days. With your order number and photos of the complaint.

We would like to receive a photo of the product in its entirety and a photo in which the complaint is clearly visible. In the event of a complaint about shoes, we would also like to receive a photo of the sole.

Of course we will find the best solution together!

We're sorry that you haven't received your package yet! If you have not received your package yourself, we would like to advise you to check with your housemates, neighbors and further down the street. Someone else has probably received your package for you! If this is not the case, please contact our customer service via support@musthaves-melbourne.com immediately. Our customer service
will then immediately investigate where your package is. 

Please note: an investigation must be started within 14 days (after the
track & trace code indicates that the package has been delivered). After
this time, unfortunately, no investigation can be started into your package.
Ensuring that the package is received or not received correctly will also be
the responsibility of the customer.