FREQUENTLY ASKED QUESTIONS
We hope you have found everything you were looking for on our website. However if you have any queries then we have added some frequently asked questions below which should hopefully help. If this still doesn't answer your question please email [email protected] and we will get back to you asap.
PAYMENT AND ORDERING
When is payment taken from my card?
Payment is taken when you place your order online, or over the phone.
Which payment methods can I use?
You can pay with either PayPal or the following cards; Visa, Visa Debit, or MasterCard
How will I be refunded?
Your refund will go back onto the card you original used. Or if you used PayPal then the refund will go back to your PayPal account.
Can I change my order?
If your order has not been shipped yet then it is always best to call us on UK phone number 0207 118 2377 (International +44 207 118 2377) and let us know of any changes you would like to make. Alternatively you can email the changes you want made to [email protected]
How much is delivery and how long does it take to be delivered?
We offer several different delivery options so if you would like to click on this link https://www.maxcleavage.com/info/delivery/ and it will take you to our delivery price list as well as how long you can expect delivery to take. As long as you have placed your order on Monday-Friday by UK Time GMT 12:00 for FEDEX, GMT 16:00 for Royal Mail then you parcel will be shipped out that same day (provided items are in stock). If you order after these times then please expect the parcel to be dispatched the following working day.
Can I order from outside the UK?
We ship worldwide, please follow this link https://www.maxcleavage.com/info/delivery/ to take you to our delivery section, which will show you the price list and advised delivery times to different countries.
Can I have my order delivered to a different address?
Your billing and shipping address can be different. Once you have chosen your items you can go to the checkout and it will ask you to confirm your shipping and billing addresses. You do need to sign for your parcels so please make sure you choose a shipping address where there will be someone in. It is important that you double check all the details in your shipping address are accurate.
What type of packaging will me order be sent in?
All our parcels are sent out with very discreet packaging and our company name does not appear anywhere on the outside of the box.
Does my parcel have to be signed for, what happens if I am not in?
All parcels are sent with recorded delivery and therefore must be signed for. If you have selected Royal Mail postage and you are not in when they attempt delivery then they should leave you a card with their contact details. You can then either pick it up from your local Royal Mail sorting office or call them to arrange another delivery. If you have chosen Parcel Force delivery and you are not in when they call then again they should leave you a card with their contact details and you will need to arrange another delivery with them.
How can I track my parcel?
If you are worried about your parcels whereabouts then please email [email protected] with your name, postcode, email address, and ideally your order I.D number which would have been in your confirmation email when you placed the order.
I think my parcel has gone missing, what do I do?
If you parcel has not arrived and it has been longer than the advised delivery time then please either call us on UK 0207 118 2377 (International +44207 118 2377) Monday-Friday 9-5pm or email us at [email protected] and we will track your parcel for you. To track your order we will need either your name, email address, postcode, or ideally the order I.D number which would have been in your confirmation email when you first placed the order.
RETURNS POLICY/ EXCHANGING
What is your returns policy?
We offer all our customers a 40 day money back guarantee. So if you need to send items back for a refund or an exchange they must be sent within 40 days of receiving the parcel, all tags must still be attached and any briefs must have the hygiene sticker still intact. You will need to send any bras, swimsuits or bikini tops back in the original box to prevent them denting through the post. We must receive items back in the original condition they were sent out in. There are certain sale items that are exchange only but it will clearly state this on our website, in your email and on your invoice. If you are in the UK it is free to send items back so please click on this link- https://www.maxcleavage.com/info/returns/ Make sure you follow both steps on here which will generate your return form (step 1) and your freepost barcode (step 2). If you are outside the UK then I'm afraid we do not cover the cost to send items back to us and there will be a return form inside your parcel with further details on how to return. If you request an exchange then these new items will be sent out with free postage.
Max Internet Shopping LTD
7 Victoria Business Park
I have received my order but it's not quite right, how do I send items back for an exchange?
Every parcel should receive a returns policy which gives you instructions to follow on one side, and on the other has a form to fill in. If you have misplaced this form then please just add a letter to your parcel that contains your contact details including name, email address if you have one, home and/or mobile number, postcode that you placed your order under, and ideally your order I.D number which you will find on your invoice. You must send any bras, basques, tankini tops or bikini tops back in the original box to ensure they are not dented in the post and we recommend you use recorded delivery, as we cannot accept responsibility for returned parcels until we have received them. Make sure you clearly state your exchange items, including the style name, colour, size and quantity and we recommend checking our website beforehand to make sure we do make your new size/colour etc.
What do I do if the exchange items are more expensive than my original items?
When we receive your returned items we will add any new items to your original order. If there is any difference in price then it will be either refunded or deducted from your card. If you have paid by PayPal and the new items are more expensive then we will send you a new PayPal request for the extra amount. If you could look out for our emails and reply as soon as possible we can then send out your exchange items immediately.
How do I use my credit note?
If you have a credit note please call us on 0207 118 2377 (International +44 207 118 2377) with your name, postcode and the order I.D number that you had your credit note from and we will arrange your new delivery. Alternatively you can email the details of your new items to [email protected].
What does ‘made to order’ ‘backorder’ and '*Coming soon* mean?
All of these terms mean that your size is not currently in stock. However you are still welcome to select the size and you will be put in the queue for this item.
How long will a ‘made to order’ ‘backorder’ or '*Coming Soon' item take to be dispatched?
If it is swimwear then it will usually only be 3-5 working days but it can vary depending on the item. Please call us on 0207 118 2377. (International +44207 118 2377) Monday-Friday 9-5pm or email [email protected] and let us know which style, colour and size you are interested in and we will contact you with an approx waiting time.
Do you have any stores?
We are an online company only so I’m afraid there are no stores. However we do offer all our customers a 40 day money back guarantee so you are welcome to try any products and try them on in the comfort of your own home. If they are not suitable you can always return them for a refund or an exchange (please see returns policy for further information- https://www.maxcleavage.com/info/returns/)
I am not sure what my correct bra size is
We have added a bra fitting guide which has information on how your bra should fit you and also a measuring guide- https://www.maxcleavage.com/info/Bra-fitting-guide/ . If you are still not sure which size you should be trying then please contact us on 0207 118 2377 (International +44207 118 2377) Monday-Friday 9-5pm or email [email protected].
I am an international customer and do not know my bra size in UK sizes
Please follow this link to our bra size conversion chart
I do not know which bra would be best for me
If you are unsure which product to buy then it is always best to contact us so that we can advise you on our most suitable styles for your needs. Please either call us on UK 0207 118 2377 (International +44207 118 2377) Monday-Friday 9-5pm. Alternatively please email us at [email protected], we will be able to give you the best advice if you can give us as much information as possible i.e. what colours you are looking for, size, strapless or plunge etc.
Hopefully all your questions have been answered but if you would still like any extra advice then please call us on UK 0207 118 2377 (International +44 207 118 2377), we are open Monday-Friday 9-5pm.