FAQ

 

HELP & FAQ

HOW CAN WE HELP YOU?

Here you will find help with all aspects of online shopping and the answers to the most frequently asked questions.

 

ITEM SELECTION & ORDERING

ARTICLE SELECTION

How do I find an item in my size?

When you are in a clothing category, there are several filter options available. These options help you to make your search more specific. The product range is always displayed according to the selected filter. For example, selecting a size will directly affect the display of the item selection. If you combine several filters, such as size and colour, you will receive fewer but more accurate items that meet your criteria.

Only those items are displayed that we can actually deliver to you. Therefore, it may happen that there are no items available (anymore) for a desired combination of size and colour. In addition to the filter options, you can sort the items shown, for example by "orderer" or "price ascending". If you like an article, click on the photo or on the article description to get all the information about the desired article. You will see the price and the available colours and sizes. Please select your desired colour and size. The size chart helps you to find the perfect size. In addition, on the product page you will find a detailed product description, information on material and care, information on fit and reviews of the product.

How can I determine my correct clothing size?

If you are not sure what size to buy, click on the size chart. To determine your clothing size you need your chest, waist and hip measurements and leg length. Now compare your body measurements with the information in the MG size chart. If you are just between two clothing sizes, it is better to order your outfit in the largest size. Detailed advice can be found under the menu items Fit Guide and Size Advice. 


Why can't I find a particular item? 

In our online shop you will only see items that we have in stock for you. It may happen that particularly popular items, colors or sizes are sold out after a while. Take a look around - you are sure to find a first-class replacement in our range. Or try your nearest MG shop - they may still have the item in stock. You can find your nearest retailer using our store locator.


What can I do if my size is sold out?

If your size is sold out for an item, you have the option of being informed by e-mail when the item becomes available again. Click on "Request size" in the size selection menu. Now enter your e-mail address and click on "Send Request".


How can I mark the items I want to order or how does the wish list work?

You can put items you like but don't want to buy yet on your personal wish list. To do so, click on the little heart in the top right corner of the product image in the category overview. If you are on the item's detail page, you will see the heart next to the price of the item. You can view your wish list by clicking on the heart in the top right of the menu bar. To save your desired items permanently, log in to your customer account. Please note that items on your wish list are not binding.


How do I buy an item from my wish list?

Select your item from the wish list and click on the "Add to cart" button. The item is now in your shopping cart and you can complete your order.

 

ORDER


How do I place an order in the online shop?

Do you like the article? Have you chosen a colour and size? Then just click on "add to cart". Now a confirmation will appear. If you want to complete your purchase, click on "Add to cart" - your shopping cart will appear with the items you selected. You can now change the quantity of the item you have ordered. You can also remove an item from your shopping basket by clicking on "Remove". You will also see the unit price, discounts, subtotal, shipping costs and total amount including VAT. Do you have a voucher code? You can enter the code here in the shopping basket. Then click on "Redeem" so that it takes effect and the total amount is recalculated. 

Is everything correct? Then click on "Checkout" to continue. Enter your address and select a payment method. Are you an existing customer? Then just log in - the address details are no longer needed. On the confirmation page you can check your order again and complete it by clicking on the "Buy now" button.


Is there a minimum or maximum amount for my order?

We have no minimum order value, so you can easily order just one item. With an order value of at least €100 you only pay €0.00 for delivery. For safety reasons, the maximum order value is € per order.


Where can I find information about my order?

If you have registered for the online shop, you can log into your customer account and view your order details via the menu item "Orders". Here you can see the order details and the status of your order. We will also send you an e-mail when your order has been received and another one when the shipment leaves our warehouse (shipment confirmation). Without registration, a later online access to your order is not possible. However, you will always be informed by e-mail.


How can I cancel my order?

You can cancel your order by using your statutory right of withdrawal. All you have to do is send us an e-mail or, if the goods are already on their way to you, return them immediately by not accepting the shipment. The legal details of the right of withdrawal can be found in our GTC in the section Right of Withdrawal 


How safe is it to order from the MG online shop?

Certified by Trusted Shops

Your safety is our top priority - this applies both to your online purchase and to the processing of your orders. The "Trusted Shops" seal offers you maximum buyer protection! More than 100 individual criteria in the areas of creditworthiness, security technology, price transparency, information obligations, customer service and data protection of our online shop have been checked and certified. More information: www.trustedshops.nl. And if you want to be completely sure, you can also take out Trusted Shops Buyer Protection - a money-back guarantee.

 

CUSTOMER ACCOUNT 

 

REGISTRATION

 

What are the advantages of registering as an existing customer?

As a registered customer, you can shop easier and faster in the MG Online Shop. Your address details are already filled in on your order page and you can add further delivery addresses. Your customer account will give you full control over your orders and personal details.

 

How do I register as an existing customer?

To register or create a customer account, click on the login icon in the shape of a person and then on "Register". Then fill in the form. With the e-mail address and password, you provided, you can log into our online shop in the future and easily retrieve your orders or manage your account.

 

MY DATA

 

How safe is my data?

The protection of your personal data is very important to us. Of course we adhere to the strict rules of the Dutch Data Protection Act (AVG), ..... and other data protection regulations. You can find more details in our data protection statement. In our online shop you pay safely, quickly and easily. Your data is transmitted to us using 128-bit SSL encryption. The encrypted information about your order, your name, your address, your credit card or your bank details cannot be read by outsiders. Our websites are protected by technical measures against damage, destruction or unauthorized access. All employees who may come into contact with your data have signed a strict privacy policy.

Your trust is infinitely important to us. So you can rest assured that not only will you always find the latest collection at MG, but also that your data is safe with us.


My name or address has changed - what should I do?

Please login to your MG customer account by clicking on the login symbol. In the menu item "Profile" you can change the name and address.


I can't log into the MG Online Shop, what can I do?

Have you entered the correct e-mail address and password? If you have forgotten your password, simply request a new one or contact us.


I have forgotten my password. What can I do?

Click on "forgot password" and enter the e-mail address you used to register as a customer. We will immediately send you an e-mail with a link to reset your password.

 

PAYMENT & VOUCHERS

 

PAYMENT


What payment methods are available?

Pay your purchase safely and easily. Choose from the following payment methods which you prefer:

 

1. iDEAL

2. Credit card

3. Apple Pay

4. PayPal

5. Cash

6. Klarna Sofort Banking

7. KBC/CBC Payment Button

 

How safe is online payment?

We attach the greatest importance to your safety when making payments. Your data are of course only sent encrypted, so that third parties cannot read them. Your credit card payment will be processed by a partner specially certified for security.

 

VOUCHERS

 

How can I redeem my voucher?

Do you have a voucher code for the online shop? Place the desired items in the shopping basket as usual. On the "Your cart" page, enter your code in the "Voucher code" field and click on "Redeem". Your voucher will now be activated and the invoice amount will be updated. Only one voucher can be redeemed per order. Vouchers cannot be redeemed afterwards (after the order has been completed). If you have any problems redeeming your voucher, please contact our customer service team.

 

SHIPMENT & DELIVERY

 

SHIPPING

Shipping methods, delivery times and costs.

Free Standard Shipping with DHL.

 

Area
Delivery
The Netherlands
1 - 3 days
Germany & Belgium
2 - 5 days
Other European countries
3 - 7 days
 

Can you ship my order to my office or another location?

Yes, this is possible. During the ordering process you have the opportunity to specify a different delivery address than the billing address. When you click on this option, you will be able to enter an additional delivery address.


Do you also deliver abroad?

Currently we can offer deliveries to Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Moldova, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom. 


What happens if certain products are not available?

Normally, all the items you see in the online shop are in stock and therefore available. But no one is perfect, so it can happen, for example, that the last piece in your ordered size and color is unfortunately damaged or dirty. In that case, of course, we will not deliver this item and we will not charge you for it. We will inform you of this both by e-mail and, if you have ordered several items, on the invoice for the delivered goods. For organizational reasons, we are unable to deliver the goods in this extremely rare case. You will of course be refunded immediately if the purchase price has already been paid.

 

DELIVERY


How can I track my package?

Once your order has left our premises, you will receive a shipping confirmation with a tracking code that you can use to follow your order. You can also check the status of your order under "My account" in the "Orders" section.


What should I do if I have not yet received my order?

If your order has not arrived at your intended delivery address within seven working days of receipt of the shipping confirmation, please contact our customer service team at web@muchogusto.nl.


What should I do if an item is damaged?

In order to ensure that the damage you reported to your order is processed quickly, we ask you as the recipient of the parcel to file a damage report with DHL and to notify our customer service department accordingly. To do so, please bring the damaged package with the remaining contents to the nearest DHL post office. Please note that a damage claim can only be filed within 7 business days after delivery. The damaged package remains with DHL and can be returned to you once the claim is closed. If you wish, it can also be returned to us. Our customer service will then inform you about the further procedure.

 

 

RETURN & EXCHANGE


Can I return my items if I do not like them?

If the items ordered in the MUCHO GUSTO online shop do not fit you or you do not like them for some other reason, you can make use of your statutory right of withdrawal within 30 days without giving any reason. The period begins on the day on which you or a third party appointed by you, other than the carrier, receive or have received the final goods.

Please note that you can only return items ordered in the MUCHO GUSTO online shop. 


How does the return process work?

If you do not like or if items ordered from MUCHO GUSTO do not fit, you can return them within 30 days. Use the return label enclosed with each delivery to return the items free of charge.

Indicate on the enclosed returns form which article(s) you wish to return and why. Please include the return form with the item(s) you wish to return in the original packaging. Items must be returned in the same condition in which they were received: unworn, unwashed, without any alteration and with all labels and accessories. Please attach the return label to the package. Make sure the items you wish to return are properly packed. Drop off your package at the DHL drop-off point in your area.

Garments purchased on www.muchogusto.nl cannot be returned in a shop. A different size and/or colour can be requested, but it is not possible to request a different article.

 

How is the purchase price refunded?

As soon as we receive the package, we will confirm receipt. All approved returns will be refunded as soon as possible (currency, account and payment method as used for the original purchase).