DELIVERY, EXCHANGE & RETURNS, PAYMENT, HOW TO SHOP
UK DELIVERY TIMES & COST
Shipping to the UK and Europe is complimentary and takes 3-7 business days. Delivery times are estimates and are calculated from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. An estimated delivery time for your order will be sent to you via email upon shipment of your order. MENG is not responsible for delays due to customs clearance procedures in certain countries.
INTERNATIONAL DELIVERY TIMES & COST
Shipping to the rest of the world is £30 and can take 5-12 business days. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. An estimated delivery time for your order will be sent to you via email upon shipment of your order. Delivery can take longer than expected due to customs clearance procedures in certain countries.
TAXES AND DUTIES
Taxes and duties are calculated according to your shipping destination and itemized on the Order Summary page. UK VAT will be applied to orders dispatched within the United Kingdom, excluding the Channel Islands. Local VAT will be applied to all other EU destinations. Local taxes and duties will be payable if applicable.
Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.
If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties, as well as UK VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to and it is your responsibility to enquire about these; payment of these is necessary to release your order from customs on arrival.
MENG insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods is transferred to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by MENG and transfer of responsibility in the same way.
From time to time, MENG runs free shipping promotions for non-UK and EU destinations. To be notified by email, simply sign up to our newsletter. Please note that free shipping promotions will be applied to your order on the payment page.
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.
We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.
EXCHANGE & RETURNS
We hope you’re happy with your order but if you’re not, you have 7 days from the date you received your order to exchange or return.
Shipping is complimentary on all exchanges and returns; however, if you are based outside the EU you will need to pay taxes and duties on this.
Items should be returned new, unused and with all MENG garment tags still attached. Returns that do not meet this policy will not be accepted and will be sent back to the customer.
Please contact our customer care team by emailing firstname.lastname@example.org if you have any further questions.
RETURNING YOUR PURCHASE
The right of returning an item will only be accepted once the following conditions have been fulfilled:
Please correctly fill in the Return Form and send it with the package within 14 working days from the date after which you received the item;
Attach the returns label provided to the outside of the box.
Drop the box off at a post office near you.
The item(s) must be unworn, unwashed, and unused;
The item(s) must be returned to us in the original condition in which it was received, including complete with garment tags still intact; items that have been returned without the tag or seal will not be accepted.
The item(s) must be returned in the original packaging they were sent in to ensure that the products are received undamaged.
You may return your items to us using your own shipper if you wish. If you do, we recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our offices. Please retain proof of sending as we cannot be responsible for any loss of any item(s) you have chosen to send to us independently. You should address your return to:
Unit G5B Harbour Yard,
London, UK , SW10 0XD
All items must be returned new, unused and with all MENG garment tags still attached. Returns that do not meet this policy will not be accepted and sent back to the customer.
Please take care trying on items as all products must be returned in a new and unused condition with all MENG garment tags still attached.
LINGERIE & SWIMWEAR
Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.
We have made every effort to display the colours of our products that appear on MENG as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a colour will be completely accurate.
Your purchase should be sent back to us within the 7 days of receiving your order. Returns after this period are accepted at the discretion of MENG.
We offer a flexible returns policy; however, we do monitor the number of returns made and may refuse to accept orders at our discretion if goods are returned repeatedly.
RECEIVING A REFUND
Successful refund will be credited to the original payment method.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through MENG. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
HOW TO SHOP
Click on SHOP on the left hand side of the page, or select the WOMENSWEAR, MENSWEAR, HOMEWARE, STATIONARY and ACCESSORIES links under the CAMPAIGNS section to help you find what you are looking for.
Once you have found an item you wish to purchase, select your size and quantity, and click on the ADD TO SHOPPING BAG button underneath each item.
Review the items in your shopping bag by clicking the SHOPPING BAG link at the top of the page. You can use the REMOVE FROM BASKET link to delete items from your shopping bag.
Click on PROCEED TO PURCHASE to complete your order.
MENG produces luxury womenswear, menswear, accessories and homeware in top quality materials sourced from the best suppliers. Hand drawn in London, printed in Italy and made in the UK, the collections revolve around the prints – designed like pieces of art, they are the brand’s distinctive signature. Each piece is carefully put together to become a one of a kind, unique item and requires special care to ensure it will last forever.
Register with us and you’ll be able to enjoy the following benefits through your MENG account:
Track your orders and review past purchases
Build a customised Wish List to create personalized outfits that you can email to friends and family. Plus, you can also print your shopping lists for increased convenience
Add sold out items to your Wish List so you can see if more stock arrives
Save your address and card details so you can shop even quicker next time
Manage your account details, address book and email preferences
To create an account, simply click on SIGN IN and then REGISTER NOW to fill in your details.
If you have forgotten your password, click here to change it or follow the FORGOTTEN PASSWORD instructions on the SIGN IN page.
Our pieces come in One Size or Small, Medium, Large and Extra Large and 8,10,12 and 14.
A link to a ‘size conversion chart’ to help you convert international sizes, as well as product measurements and a guide to using these.
If you need more help, our customer care team can answer all your questions on sizing and fit – simply email email@example.com for advice.
Don’t forget that it’s free to exchange items for a different size within the UK and EU. See our Returns & Exchanges section for more information.
Our exclusive packaging completes the MENG luxury experience. There is no better feeling than opening a beautifully wrapped present, and we want you to get that feeling every time with us. Tucked in with your purchase, you will also find a few additional tokens to help you care for your MENG piece and find out a bit more about the inspiration behind each garment.
FIRST TIME ORDERS
For your security, please be aware that first-time orders can only be shipped to the cardholder’s billing address or a corporate work address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder’s name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.
Looking for the perfect gift? Our Fashion Advisors can provide you with tailored gift suggestions. Simply send an email to firstname.lastname@example.org or Call +44 (0)20 3897 4911 9am-6pm GMT weekdays.
Please note that your entire order will be packed in a signature MENG box.
If you are buying multiple items as presents we recommend you place separate orders if you would like each piece wrapped individually. You can then include a gift card with a personalised note by selecting the gift option on the packaging page.
REDEEMING A PROMOTIONAL CODE
From time to time we run offers using promotional codes. When placing your order, simply follow these three steps to redeem your discount.
Type in the code in the promotional code box on the payment page and click ‘SUBMIT’.
Check that your discount has been applied under the order summary on the payment page and then click ‘PURCHASE NOW’.
For further assistance please email us at email@example.com or call +44 (0) 20 3897 4911 9am-6pm GMT weekdays.
We accept Visa, MasterCard, American Express, Maestro and JCB cards.
You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to MENG.
Please note, payment is only debited from your card at time of dispatch.
To help ensure that your shopping experience is safe, simple and secure MENG uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.
MENG is registered with Cybertrust as an authentic site. This ensures that your information is kept private while in transit between your web browser and our web server.
All transactions on this website are processed using Datacash, a secure online payment gateway that encrypts your card details in a secure host environment.
To give you even more confidence in shopping online with MENG, we have introduced MasterCard® SecureCodeTM. This service protects your existing Maestro card account from unauthorised use when you shop with us.
To use this service, you must first register with the bank or other organisation that issued your card. To find out more, visit the MasterCard® SecureCode website.
Once you have registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase. This means that even if someone knows your debit card number, they will be unable to complete a purchase without your private password.
Please note: Your MasterCard® SecureCode password is not your MENG account password. MENG does not have access to your MasterCard® SecureCode password.
MENG also provides the option for you to safely store your credit card details, making it quicker and simpler to shop with us. Your full card details will never be displayed, except for the last four digits so that you know which of your cards you are using. You can delete your card details by unchecking the box “remember my payment details” on the payment page.
If you change or add a new address, you will need to re-enter card details. This means that if someone guesses your password and tries to place an order using your account, they will be unable to do so to any address other than those you have already saved. We hope you understand that this is a valuable precaution designed to protect your personal information.