Frequently Asked Questions
Is it possible to set a specific time and date for delivery of the product I ordered?
You should keep in mind that all deliveries are organized not by us personally, but by those transportation companies that we work with on a regular basis. They have their own work schedule and they can't arrange delivery on any date and at any time. In order to deliver the goods to you at the best time, our staff coordinates with such companies as much as possible. Most of the transportation companies work to a standard schedule - from 8:00 to 17:00. Delivery is made when the goods are ready for shipment. After that, you will definitely get a call from the transportation company. Keep in mind that the call may come in 2-3 days from the arrival of the goods to the shipping point and this is normal.
In case the order will be issued not for one product but for several, is it possible to receive these goods at the same time?
This is likely if all of your goods are to be delivered by the same shipping company. In that case we will offer you the option of simultaneous delivery. However, this will only be done if you wish to do so.
If I received the wrong product, what should I do?
This happens to us very rarely, but if it does happen, we apologize. In such a situation you should contact us immediately and let us know about the situation. Rest assured that we will resolve it as quickly as possible!
If my item is not delivered on time, what should I do and where should I call?
We understand that you are very upset by this circumstance. Believe us, it was because the shipping company had an unforeseen circumstance. In addition it is obvious that you want to enjoy your purchase quickly. That's why our services work without interruption.
In addition, furniture orders are in high demand and there may be delays at the shipping ports. These are circumstances that we, for the most part, have no control over.
But there are some things we can do. For example, we have increased our staff so that you can reach us at any time. We are also increasing the number of our distribution centers that are working to make sure that the order is picked as quickly as possible.
In addition, you will be able to find all information about the delivery of your order in the "My Account" section. As the status of your shipment changes, it will be displayed and updated in this section. In order to log into your account, you simply need to type in your email address and use the "forgot your password?" option. Your password will be emailed to you within seconds.
In addition, we are constantly improving our service to make shipping with Myroom more comfortable and convenient each time.
What can you say about personal data and what is it for?
Such data refers to information that identifies an individual in some way. Such data includes photos, names, social networks, or even messages or bank details. Let's understand why Myroom needs this personal information. The point is that we process this information for your own benefit. We need to understand how you use our site and whether we are actually giving you the information you need.
Who has access to my data?
You don't have to worry about us using your data in a way that is not acceptable to you. The only reason we use it is to achieve the best possible level of service for you. Third parties receive information only when we need to implement our services or improve the quality of our care for you.
Regarding VAT refunds, unfortunately our service is not able to help you because Myroomy.COM can not participate in the Retail Export Scheme. If you need more information on this, you can get it from the HMRC website here (https://www.gov.uk/tax-on-shopping/taxfree-shopping#1).
I'm worried about whether my bank card information is protected and how secure is it?
You don't have to worry. Your data is secure. We only use a so-called "token", which we require so that you can make future purchases without worrying about having to enter the information again. We only use the last 4 digits of your bank card to display information on the website. In addition, we only allow you to reuse the same card if the delivery address matches. This negates the risk of someone else accessing your card and placing an order with the saved card.
What do I do if I change my mind and decide to cancel my order?
Normally, the option to cancel your order is easy. You will just have to go into the "my orders" field and use the cancel option. If this option is not available or if we have already sent your order to you, just contact us. We will be sure to deal with your issue as quickly as possible.
What should I do if I received a defective or damaged item?
We apologize if this has happened to you. We carefully control the quality of our products and we take care of our reputation. If this does happen, please contact us immediately with a photo of the product. Our staff will contact you as soon as possible and offer you the best solution to your problem. There may be many options: repair, replacement or even a refund.
If I don't want the refund to be made to the same card from which I paid, can you transfer the funds to another card or account?
Unfortunately, we cannot do this in accordance with the legislation of the Russian Federation, because under the law refunds can only be made to the same card from which the purchase was completed. However, if the money is returned, we will definitely contact you to establish the reason and return the money back.
How can I contact your company if you have problems with delivery?
As soon as the delivery has been arranged with the shipping company, we will send you an email with the contact information of the courier. You can also easily log in to your account to check the details of the courier and his contact information.
My application has a "delivered" or "lost" status, but I know nothing about it and have not received it. What do you recommend to do in this situation?
It happens very rarely, but if this situation has occurred, it's possible that our couriers or the shipping company itself have had some interruptions in communication. It could be an IT department problem or the courier mistakenly left your order with someone else in the neighborhood. In this case please contact us directly and we will help you to solve your problem.