Frequently Asked Questions
PRODUCT AND PROMOTION
HOW TO FIND OUT YOUR SIZE?
For measured sizes and international size conversions, you can view our size guide. Here .
If you need personalized help with sizing, please contact one of our specialists using the form below.
HOW TO WASH MIS MUR LINEN?
To keep your gorgeous new items in the best condition, we recommend gentle hand washing in cold water only. This helps maintain the shimmer of the foil, lace or trim.
- Do not use any harsh soaps or chemicals
- Avoid washing detergents that contain bleaching elements or ‘oxy-action’
- Do not rub or wring
- Do not iron or dry clean
- Line dry only, preferably in shade
WHEN WILL MY ORDER BE SHIPPED?
MIS MUR is a handmade lingerie brand. We make all products individually for you. Tailoring time is 5-7 working days. As soon as your order is ready, we will send it to you immediately.
PLACING AN ORDERS
HOW DO I USE MY COUPON CODE?
Once you have added the products to your cart, you can proceed to Checkout and easily paste the code to the “Gift card or discount code” field. Then, click the Apply button to redeem your discount.
WHY MY COUPON CODE DOESN’T WORK?
If your promotion code does not work, please check the following:
- Have you typed the code correctly? Ensure that the code is exactly as displayed, using uppercase, lowercase or numbers.
- Has the promotion expired? Check the promotion code terms and conditions to ensure the code has not passed its expiration date.
- Are the product(s) you selected valid? Check that the product(s) in your cart are valid for the terms and conditions of the promotional code.
- If you are experiencing any other problems, please contact Customer Service.
CAN I MODIFY MY ORDER?
You can change the shipping address if the order wasn’t shipped yet. Also, MIS MUR will accept modifications related to the color and size of items if you place the request within 24 hours after you’ve placed the order.
CAN I CANCEI MY ORDER?
Once you’ve placed your order, we receive it immediately to minimize the manufacturing time. MIS MUR will cancel the order free of charge if the customer requests the cancellation within 24 hours after they’ve placed the order. To cancel the order, please contact us.
We can’t guarantee a successful free cancellation for orders that are placed on a weekend. If you succeed to cancel the order within 24 hours after its placement, you will not be charged. If the costs were already lifted from your credit card, we will fully refund the purchase price.
MIS MUR doesn’t accept cancellations requested over a weekend or after the order was shipped. Then you will have to pay the full amount for the order.
WILL YOU LET ME KNOW THE STATUS OF MY ORDER?
We always try to keep you updated on the status of your order so we will send you an email, confirming your order has been received, despatched or returned, or if we need to update you on items in your order at all.
DELIVERY AND SHIPMENT
DO YOU SHIP WORLDWIDE?
Absolutely!
However, due to difficulties with shipping services we don’t deliver to some countries. Check our Shipping policy to find more details, please.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
This depends on where you are located. You can find an indication of the shipping times on the Shipping Policy page. You will receive a link to track the shipment in your delivery confirmation mail.
HOW DO I TRACK My Order?
If your order has been shipped using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email once your order is fulfilled. Simply click on your tracking link in the email to view the up to date tracking information. If you're having trouble tracking your parcel, please refer to the following page.
WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?
Shipping to the United States
Shipping within the US is free of sales tax. There are no other taxes or import duties applied to the packages that are shipped within the United States. However, some non-customs related local taxes may be levied, and they’re the responsibility of the customer. MIS MUR takes no responsibility for paying or reporting any additional local taxes.
International Shipping
If you’re ordering from some country other than the US, there might be some import duties you might have to pay. MIS MUR is not responsible for reporting or paying any exclusive or international taxes. All prices on the website, as well as the total cost of your order, do not include any sales tax or customs duties.
The customer is fully responsible for any taxes and duties they might need to pay. Should any local taxes or duties apply to the parcel, the customer will need to pay them to release the package from customs. Once the order is shipped, all duties and taxes become non-refundable. And if the customer returns any items, MIS MUR does not refund any associated taxes and duties.
WHAT DO I DO IF MY ORDER DOESN’T ARRIVE?
We are pleased to say nearly all our parcels arrive safely and on time, however there are a few occasions where this isn’t the case. If this happens, please don’t worry, simply contact our Customer Service team.
CAN I COMBINE SEPARATE ORDERS?
We automatically combine orders that are placed separately but delivered to the same address. If you would like to send separate parcels, please let us know.
WHERE IS MY ORDER?
Once your order has shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number. If you would like to view the status and tracking of multiple orders, you can do so by logging into your account.
I HAVE NOT RECEIVED EMAIL CONFIRMATION OR TRACKING link for my order.
Please check your spam box first, if you still cannot find this please email us at mismur.com.ua@gmail.com and we will give you all the information you need.
RETURNS
WHAT IS YOUR RETURNS POLICY?
You may change your mind, however due to the intimate nature of our items some items cannot be returned. To check which items can be returned, please visit our Returns & Exchanges page here.