Frequently Asked Questions

Below you'll find answers to some of our most frequently asked questions. If you need further assistance, our customer support team is always happy to help.

Where is Miss Actually based?

Miss Actually is based in the United Kingdom, serving customers across the United States and internationally.

Are your products cruelty-free?

Yes, all products sold by Miss Actually are cruelty-free. We do not work with manufacturers that test their products on animals.

How do I know if my order was placed successfully?

Once your order has been placed, you will receive an order confirmation email containing your order number and purchase details.

If you haven't received your confirmation, please check your spam or junk folder before contacting our support team.

Can I cancel or make changes to my order?

We begin processing orders as quickly as possible, so cancellations and changes cannot always be guaranteed.

If you need to make a change, please contact us at hello@missactually.com as soon as possible. Once an order has been dispatched, we are generally unable to cancel or modify it.

How long does shipping take?

Orders typically arrive within approximately 5–7 business days after dispatch.

Delivery times may vary depending on your location, public holidays, customs processing, or unforeseen delays. For more information, please refer to our Shipping Information page.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number and tracking link.

You can also monitor your delivery through our Track Your Order page.

Please allow some time for tracking information to update after dispatch.

What should I do if my order is delayed or missing?

If your order is taking longer than expected or your tracking information has not updated for an extended period, please contact us at hello@missactually.com.

Our support team will investigate and assist you. If your package is lost in transit, we can arrange a replacement at no additional cost where appropriate.

My order says delivered, but I haven't received it. What should I do?

We recommend checking around your property, with neighbours, or with building management, if applicable.

Occasionally, packages may be marked as delivered shortly before they arrive.

If you are still unable to locate your order, please contact our support team with your order number for assistance.

What if I receive a damaged, defective, or incorrect product?

If there is an issue with your order, please contact us at hello@missactually.com with your order number, a brief description of the problem, and photos or a short video where possible.

Our team will review the issue and arrange a suitable resolution, including a replacement at no additional cost where appropriate.

What if an item is missing from my order?

If your package arrives with an item missing, please contact our support team with your order number and details of the missing product.

We will investigate and arrange for any confirmed missing items to be sent at no additional cost.

What is your return and refund policy?

If you are experiencing an issue with your purchase or would like to request a return or refund, please contact us at hello@missactually.com.

For further details, please refer to our Refund Policy.

Will I be charged customs duties or import taxes?

International orders may be subject to import duties, taxes, or customs fees imposed by the destination country.

Any applicable charges are the responsibility of the customer unless otherwise stated at checkout.

How can I contact customer support?

For any questions or concerns, please email us at hello@missactually.com, preferably including your order number if your enquiry relates to an existing purchase.

Our customer support team aims to respond to all enquiries within 24 hours.