Frequently Asked Questions

How To Shop & Place An Order

Will my personal details be safe?
We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically senstive information like your payment card details. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further information, please see our Privacy & Cookie Policy.
When will I be charged?
When you reach the final billing page and press 'Make Payment'. We will immediately contact your bank/card issuer for authorisation to take payment from your account.
Who do I contact if I have an enquiry about my order?
Please email us at
Can I order from more than one seller and pay only once at checkout?
Yes, you can order from as many sellers as you like and will only have to pay once at checkout. Just remember that if your products come from different sellers, delivery costs and timings might vary, and your products may arrive separately.
Can I track my order?
If you have an account with us, you can track your orders by logging in and clicking on the 'my orders' link tab at the top of any page on the site.
Can I change my address on my order once I have placed it?
Once an order is confirmed, we regret that you cannot change the delivery address, please cancel the order and replace using the correct address.
Where is my order?
When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts.
I have forgotten my password. What should I do?
Simply follow the 'Forgot your password?' link on our Sign In page and enter your email address. You will then receive an email to reset your password.
Will I get refunded the delivery charge when I return a product?
Delivery charges are non-refundable unless the product was faulty.
Can I cancel my order before it is dispatched?
As your purchase will be prepared quickly for dispatch, please contact our Customer Service team as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add products to an existing order but we welcome you to place a new order for any additional products. Further information on cancelling an order can be found in our Returns & Refunds Policy.
If your order has already been dispatched, you can normally return it to us within 14 days but please note each seller has its own returns policy so please also read this on the product page before ordering.
Do I need to open an account to place an order?
No, you can use the guest checkout to complete your order. However, having an account not only speeds up the order process, but you will also be able to see your order history; save your personal and payment details as well as edit your favourites product. If you don't have an account with us, unfortunately it isn't possible to track the status of your order. However, if you have any questions regarding your order, please contact in the first instance.


Which payment methods do you accept?
We accept all major credit and debit cards from Visa, Mastercard, American Express, Delta and Maestro. PayPal is also accepted and valid for all currencies except for CNY. Select the appropriate payment method when placing your order.


Where do you deliver to?
Many of our sellers deliver to the UK, EU and internationally. Please check the delivery information on the relevant product page before ordering.
What delivery options are available?
Always check the relevant product page for delivery information. Sellers can choose whether to offer Next Day, Saturday or International delivery options. You will be asked to selct your delivery option at checkout.
Who do I contact if I have an enquiry about my order?
Please email us at
How much will I be charged for delivery?
The delivery costs for each product are included on the relevant product page.
International delivery costs vary depending on the size, weight and destination of your chosen product. Please check out this information on the relevant product page. These costs will appear at the checkout.
When will my order be delivered?
Delivery will normally take between 2-7 working days depending on your location and chosen shipping method. The seller will include details of delivery times on the relevant product page. Please see our Delivery Policy for more information. If you ordered from multiple sellers, please bear in mind that your products will arrive separately.

International Delivery

Are all products eligible for international delivery?
Many but not all products are available for international delivery. Please check the delivery information on the relevant product page before ordering. If you put products which are not eligible for international delivery in your basket and proceed to checkout then you will be notified of this and can either remove these products from your basket or save them for later. You must select one of these options to be able to proceed through checkout.
What currency do you use?
All our prices are shown in Pound Sterling. When you pay with a card issued by a country not using Pound Sterling your total will automatically be converted to your local currency by our payments processing bank at the currency exchange on the day of your order.
Will I need to pay taxes and duties?
If you are buying products for delivery to a non-EU address, or a seller is selected located outside the EU, the price you pay at checkout may exclude all relevant import duties and sales taxes. We will notify you of this at checkout. Any import duties or taxes are levied once the package reaches its destination country including the UK. Any charges for custom clearance must be borne by the recipient. We have no control over these charges whch vary widely from country to country. For further information, you may wish to contact your local customs office/respective tax authority.
Will taxes and duties be refunded on return?
If you have shipped an order to a non-EU destination any taxes and duties are non-refundable through myza. You may be able to recover these by contacting your local customs office directly.

Returns & Refunds

What is your Returns & Refunds policy?
For information on returning an order, view our Returns & Refunds Policy. Please note that each seller has their own returns policy and this can be viewed on the relevant product page. Not all products are returnable, so please read both's and the seller's own returns policy before ordering.
How do I return my order?
To return a product you will need to obtain a Return Merchandise Authorisation from us. For further information on returning an order, view our Returns & Refunds Policy.
Who do I return my order to?
Always return your product to the returns address given by the seller. Please do not return products to myza.
How long do I have to return it?
Unless stated otherwise in the seller's returns policy, you will have 14 days to return an order. With mattresses, most of our sellers give 100 days to return an order.
When will I be refunded?
Refunds or exchanges will be made to you within 14 working days of receipt of the returned products, provided you have followed all of the procedures and time frames set out in our Returns & Refunds policy guidelines. For further information, view our Returns & Refunds Policy.
Can I exchange products for anything else on the site?
You can only exchange products for other items provided by the same seller.
Who is responsible for the costs of returning a product?
If you are returning a product to us for an exchange or refund, then the cost of returning it is your responsibility unless the product is faulty or the seller offers free returns. For further information, view our Returns & Refunds Policy.
Who should I contact if there is a damaged/wrong or missing product in my order?
Please email the Customer Services team at quoting your order reference number, your name, address, details of the problem and whether you require a refund or a replacement. We contact you with advice on how to proceed. Damage, defects, missing items or any errors not reported to us within 7 days of receipt will not be accepted for return. If appropriate, we will make arrangements for a replacement to be delivered free of charge. Please retain the damaged or wrong product in its original packaging as you may be requested to send it back.
Who should I contact if I need more information about a product?
Please email our Customer Services team at

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