Help & Support

UK Standard Delivery (Royal Mail 48) - £3.99

This is our only UK standard delivery option and we aim to get your order to you within 2 working days.

Delivery is fully trackable - we'll email you a link to your tracking information once your parcel has left the warehouse. You can also track your order by logging into your account.

UK Next Day Delivery (Royal Mail 24 Tracked) – £6.99

We offer our Next Day Delivery service for all mainland UK customers ordering before 4pm Monday-Friday (for same day dispatch). If you place an order using our Next Day Delivery option outside the given hours, this service will roll over to the next working day.

Please note: Items that are available to purchase via pre-order will not be eligible for Next Day Delivery.

European Orders (DHL Express) - £16.99

With our fast reliable service, we aim to get your order to you within 1-4 working days . Delivery is fully trackable and hassle-free.

USA 

Express (DHL Express) - £16.99

Here at MAUVAIS, we pride ourselves in offering a fast reliable service to the US and the rest of the world. We aim to deliver your order to you in 2-4 working days.

USA Standard (DHL Global Mail) - £9.99

This is for our customers who would like a more cost effective service. We aim to deliver your order to you in 5-10 working days.

CANADA (DHL Express) - £24.99

Here at MAUVAIS, we pride ourselves in offering a fast reliable service to Canada. We aim to deliver your order to you in 2-4 working days.

Australia (DHL EXPRESS) - £26.99

With our super fast and reliable delivery service, we aim to deliver your order to you in 2-4 working days.

*MAUVAIS cannot be held liable for any parcels that are lost or stolen as a result of specific delivery instructions left for the carrier. All delivery time frames are estimates except for UK next day delivery.

We have specifically chosen these delivery services to offer our customers peace of mind while shopping with us as all options are fully tracked and reliable.

Further information...

*We will do our utmost best to meet these delivery times however, during busy periods (including sales) deliveries may take a little longer. On rare occasion, systematic updates or force majeure events, such as extreme weather conditions or unforeseen global events, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. 

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you with a tracking link included. Your tracking will continue to update as your parcel makes its way to you.

You can cancel your order if your order has not yet been dispatched. If your order has already been dispatched, unfortunately we are unable to cancel or amend your delivery address.

If your item doesn’t suit you, we accept returns 35 day after purchase. You will be responsible for all return costs. We can only process your refund once the order makes it back to our warehouse.

If you have placed your order using the wrong delivery address and your order has dispatched, we are unable to divert your order. Please ensure your delivery address is correct at checkout as we unfortunately cannot accept responsibility for incorrect information.

Our main priority is to ensure our customers receive their items as soon as possible. As soon as your order is placed, our team will be working hard to ensure it's dispatched quickly.

Unfortunately, this does mean that we’re not always able to change order details once the order has been placed (so always double check before you click confirm!).

If you need details amending please email us the order number and what needs to be changed/cancelled and we’ll try our best to sort this for you!

Yes, we ship worldwide! We will have your order delivered to you within 2-4 working days with our Express Shipping Service. 

Unfortunately, we do not deliver to PO Boxes. We are very sorry for any inconvenience this may cause. 

Please ensure you do not provide a PO Box address in your delivery details or your order will not dispatch. 

Your customer satisfaction is key. We offer a no quibble exchange or refund providing you return your garment unworn in the item's original condition and packaging. We offer exchanges/refunds within 30 days of receipt of receiving your purchase if the product you received is the incorrect size or unsuitable.

If you wish to return an item, you can download our returns form here.

1. Please fill out the form ensuring all relevant information is included

2. Please return using to the address provided on the returns form using a fully tracked service.

3. keep hold of your tracking information until your refund / exchange has been completed.

Please allow for 14 working days for us to process your refund/exchange.

You will be responsible for paying for your own shipping costs to return your item. Return shipping costs are non-refundable unless the goods are faulty. If the goods are faulty we will refund you our standard postage rates. We are unable to cover the extra costs should you wish to use another service i.e. express, next day or via a courier.

If returning items, you should consider using a trackable shipping service or purchasing shipping insurance. We are unable to accept responsibility for returned items without proof of postage.

*We can only proceed with processing returns when the return has physically made it to our warehouse. 

We’re sorry to hear that you have received the incorrect refund and want to get this resolved for you as quickly as possible. Please send over an image of your returns postage receipt to: support@mauvais.co.uk along with the names of the items you returned and we’ll try and get this resolved for you asap. 

If you receive an item that is faulty, rest assure we will work to resolve this issue in the best way possible for you. To assist you with this, please send an email to support@mauvais.co.uk and a member of our team will lend a helping hand. 

Please include your order number and full name together with details of the product and the fault in your email. We also require photographic evidence of the damaged area so we can better assist you. All information will be logged to ensure the issue does not reoccur in the future. 

We will then provide advice on how to return your item. Please note that you must return faulty goods within 45 days of receipt unless advised otherwise by our team.

We are sorry for the inconvenience caused by receiving the wrong item! We do our very best to get the correct order to you at all times. However, on the rare occasion, mistakes can happen. 

If you have received an incorrect item or order, please email support@mauvais.co.uk, quoting the following:

Your name

Shipping Address

Order Number

We also require photographic evidence of the items you received so please ensure that this is included in your email. Our team will assist in resolving this issue once we receive your email. 

If your order has exceeded the expected delivery date, this may be due to a backlog with the courier service. Please allow 1 extra week for your delivery to take place and keep an eye on your tracking. if your delivery exceeds this, please get in touch with our support team: support@mauvais.co.uk

If your order was dispatched with next day delivery and hasn’t arrived on time, please send over an email to support@mauvais.co.uk and we’ll investigate this delay with the courier directly.

*Our investigation with the courier may take up to 72 hours. This is due to internal processes within the courier services that cannot be avoided.

*Delays may be due to the unfortunate ongoing effects of Coronavirus worldwide. These delays are due to obstructions worldwide caused by restrictions in certain areas that cannot be avoided. If the delivery service experiences obstruction, they will divert to a new route which may take longer than the original. We ask that you please keep this in mind and we will continue to do our very best to deliver the best service to our customers. 

If you have have tracked your order (click here) and it is showing as Delivered but you have not received it then please ensure to check all safe places i.e., behind bin, porch, back door or with a neighbour. This needs to be done before resorting to emailing our support team as this will be the first question asked by us.

If you have investigated all areas and checked with your neighbour and you are still without your parcel, please contact support@mauvais.co.uk our team will assist you with this.

*All missing parcels need to be thoroughly investigated with the courier service prior to offering a replacement or refund. It can take up to 1 week for the courier service to investigate these issues, please bear with us while we do our best to investigate and resolve this issue for you. 

Please do not contact the courier directly as this will cause extra delays.

We understand it can be difficult to determine your size online therefore we have included our size guide to help pick the perfect fit for you. You can find our sizing guide by clicking HERE.

This is also available throughout our website, just click on the Size Guide button on each product page and the size guide will pop up. If you are experiencing any difficulties choosing the correct size, please reach out to us on our social media pages or email support@mauvais.co.uk for further support.

If you are interested in a particular style but your size is unavailable, you can sign up to receive a back-in-stock notification for this item via email. Please go on to the desired product page and click the ‘email when available’ button and insert your requested size/email address. The button will be under the 'Sold Out' button.

Once signed up, you will be notified as soon as the item comes back into stock.

Please note: Although we work hard to keep our best selling items available throughout the year in all sizes, we cannot always guarantee availability for your desired item.

We do not restock all styles from our collection. Not to worry, our design team are continuously working throughout the year to create new styles for our amazing customers. 

We are a company based in England, UK therefore our default currency is in Pounds Sterling (GBP). We are keen to support our customers worldwide so we have ensured our website supports all major currencies to allow for a seamless shopping experience.

To change the website to your desired currency, please scroll to the very bottom of the Main Page (on mobile) and you will see a drop down with a variety of currency options. If you are browsing on a desktop, the currency drop down will be on the top right of the website header. 

*Please be aware that if you do not select  your preferred currency, you will be charged in Pounds Sterling and the payment taken from your card will reflect the price you have paid in GBP£. Your banks conversion rates will apply. We cannot amend any issues on the basis of currency conversion.

Here at MAUVAIS, we strive to make shopping with us as stress-free as possible. This is why we accept multiple payment options to suit every customer, please see below:

Visa Debit

Visa

Paypal

American Express

Google Pay

Apple Pay

Klarna (UK Only)

Laybuy (UK Only)

Clearpay (UK, Canada & Australia Only)

You can order your items right now, receive the products and pay for your items in the next 30 days with no interest or fees applied. It’s super easy to use and any issues regarding your Klarna payments can be discussed directly with them via their website. Please note, this service is only available to UK residents.

Deciding what to buy is hard, but paying for it doesn't have to be. Laybuy lets you receive your purchase now and spread the payment over 6 weekly automatic instalments. No interest, no fees. Any issues regarding your Laybuy payments can be discussed directly with them via their website.

Clearpay offer simple instalment plans, allowing a purchase to be paid for in four instalments, due every 2 weeks. First-time shoppers provide payment details as usual, returning shoppers simply log in to make their purchase. It's that easy! Any issues regarding your Clearpay payments can be discussed directly with them via their website.

We run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on our website. New subscribing customers will automatically get a 10% sign up discount delivered straight to their inbox.

MAUVAIS Gift cards are the perfect gift for your nearest and dearest and are also a great way to treat yourself. Your gift card will be activated the moment it is purchased so as soon as your gift card email comes through, get ready to shop! 

To redeem your gift card, instead of entering your payment details at checkout, enter the gift card number instead! Our gift cards have no expiry date.

We’re sorry to hear this. Please can you request for the person who bought the gift card to contact us at: support@mauvais.co.uk with the gift card order number and we can investigate this for you.

All of our orders are shipped from the United Kingdom. 

If you are receiving your order from outside of the UK,  your order may be subject to local taxes.

We cannot change the value of your order for custom reasons, and the value of your order will be shown on the outside of your package.

The value of your order does not include custom and duty fees.

USA - All orders under $800.00 won't be charged customs. 

Canada - All orders over $20.00 will be charged customs.

Australia - All orders under $1000.00 won't be charged customs

BREXIT

Due to Brexit, if you live in the EU and order from a UK retailer, your order may be subject to tax and duty fees. It is your responsibility to cover these costs. We are so sorry for any inconvenience this may cause.

We receive hundreds of requests a day from people requesting to promote MAUVAIS. Unfortunately, we are not able to personally respond to each of these requests. If you wish to be considered for our collaboration program, please tag @mauvaisofficial in any images you post wearing our clothing. We regularly scout Instagram posts with @mauvaisofficial tags for new talent.

We work with a small number of professional models, most of whom are signed with model and influencer agencies or have an existing relationship with us. We do occasionally scout for new talent on social media. You can tag images of yourself wearing our clothing with @mauvaisofficial to increase your chance of being scouted. 

We select models on the basis of day rate, availability, location and level of experience. Unfortunately, due to the large volume of requests we receive, we are unable to personally contact you unless you have been successfully scouted.