Service Policy

Effective date: October 15, 2026

This Service Policy explains how to contact My Store for assistance with products, orders, delivery, and after-sales enquiries. Product-specific information and the policies applicable to your purchase should be read together with this page.

Customer Support

We assist with product information, sizing information provided on product pages, order status, delivery enquiries, changes requested before fulfillment, returns, refunds, exchanges and reports of damaged or incorrectly supplied items. We will explain the options available for your particular request.

You may send an enquiry at any time. We normally respond within two business days, excluding weekends and public holidays. Complex enquiries may require additional time.

Please use the verified channels listed on our Contact Us page. Include your order number, where relevant, and a clear description of the assistance you need. Do not include passwords or full payment card details.

Changes and Cancellations

Contact us promptly to request a cancellation or a change to your order or delivery address. We will try to accommodate requests received before fulfillment begins. Changes and cancellations cannot be guaranteed after processing or dispatch. If cancellation is confirmed, any eligible refund will be returned to the original payment method. After delivery, the Return Policy and your applicable rights remain available.

Problems with an Order

Contact us as soon as reasonably possible if an item is missing, damaged, faulty, incorrect or delayed. Include your order number and a description of the problem, and retain the item and packaging while we review your request. We may ask for relevant photographs or further information to help arrange an appropriate remedy. Reporting an issue does not waive any rights that apply to your purchase.

When contacting us about an item, identify the product and explain the issue. If a photograph would help us understand the problem, provide an image of the item or packaging without exposing unrelated personal information.

Returns, Refunds, and Delivery

Return and refund conditions are described in our Return Policy. Processing and delivery information is described in our Shipping Policy. This service page does not create an additional warranty or replace rights that apply under consumer law.

Privacy and Follow-up

Information supplied to customer support is handled in accordance with our Privacy Policy. If you need to follow up on a request, reply through the same support channel where possible and include your order or enquiry reference.