FAQ
Welcome to the Ms Berlin FAQ page! Here, you'll find answers to some of the most common questions our customers have. If you can't find the information you're looking for, feel free to reach out to us at info@msberlin.com
1. Ordering & Payment
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other secure payment methods. All transactions are processed securely to protect your information.
Q: Can I change or cancel my order after it’s been placed?
A: We strive to process orders quickly. If you need to make changes or cancel your order, please contact us immediately at info@msberlin.com. We’ll do our best to accommodate your request, but we cannot guarantee changes after the order has been processed.
Q: How do I know my order was placed successfully?
A: After placing your order, you’ll receive a confirmation email with your order details. If you do not receive an email, please check your spam folder or contact us for assistance.
2. Shipping
Q: What are your shipping options and costs?
A: We offer standard and expedited shipping options. Shipping costs are calculated at checkout based on your location and the shipping method chosen. Free standard shipping is available.
Q: How long does shipping take?
A: Delivery times vary depending on your location and the shipping method selected. Standard shipping typically takes 5-8 business days, while expedited shipping takes 2-3 business days.
Q: Do you ship internationally?
A: Yes, we offer international shipping to many countries. Shipping rates and delivery times will vary based on your location. Please note that international customers are responsible for any customs fees or import duties.
3. Returns & Exchanges
Q: What is your return policy?
A: You can return items within 30 days of delivery for a refund or exchange. Items must be in their original condition, unworn, unwashed, and with tags attached. Please note that return postage costs are at the customer's own expense. For more details, visit our Return Policy page.
Q: How do I return an item?
A: To initiate a return, please contact our customer service team at info@msberlin.com with your order number and reason for return. We’ll guide you through the return process.
Q: When will I receive my refund?
A: Once we receive your returned item, we’ll process your refund within 5-7 business days. The refund will be credited to your original payment method. It may take 5-10 business days for the refund to appear in your account, depending on your bank or credit card provider.
Q: Can I exchange an item?
A: Yes, we offer exchanges for different sizes or colours. Follow the return process and indicate your exchange preference when contacting customer service. Exchanges are subject to availability.
4. Product Information
Q: How do I know what size to order?
A: We provide a detailed size guide on each product page to help you find the perfect fit. If you’re unsure or between sizes, feel free to contact us for advice.
Q: What if the item I want is out of stock?
A: If an item is out of stock, you can sign up for a restock notification on the product page. We’ll notify you via email as soon as the item becomes available again.
Q: Do you offer sustainable or eco-friendly products?
A: Yes, at Ms Berlin, we are committed to sustainability. We offer a selection of products made from eco-friendly materials and strive to promote sustainable fashion practices across our entire collection.
5. Account & Support
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to track your orders, save your preferences, and enjoy a faster checkout experience.
Q: How can I contact customer support?
A: You can reach our customer support team via email at info@msberlin.com or through our contact page. We aim to respond to all inquiries within 24-48 hours.
Q: How do I reset my account password?
A: If you’ve forgotten your password, go to the login page and click on “Forgot Password.” You’ll receive an email with instructions to reset your password.
6. Promotions & Discounts
Q: How do I apply a discount code?
A: You can enter your discount code at checkout in the designated field. Make sure to apply the code before completing your purchase. Only one discount code can be used per order.
Q: Do you offer student discounts?
A: Yes, we offer a student discount program. Please contact us with your valid student ID to receive a discount code.
Q: Can I use multiple discount codes on one order?
A: No, only one discount code can be applied per order. Discounts cannot be combined with other promotions.