Frequently Asked Questions

Production & Sustainablity

What makes MYoMY a sustainable brand?

MYoMY was founded with the idea that we can create a fairer and more sustainable world. That is why empowering people and caring for the world is of most importance in everything we do. We combines ethics, aesthetics and durable quality into timeless collections. Designed to love and to last.

Read all about the way we work here.

How sustainable is the production of MYoMY products?

MYoMY bags are produced Fairtrade and environmental friendly. The leather MYoMY uses is LWG certified which means strict control of compliance with all environmental regulations. The leather is tanned with less chrome. This means a low use of toxic chemicals and heavy metals that are replaced by less toxic ones. The leather gets tested frequently by the SGS.

Our producing partners always take sustainable water and energy use into account.

Are the producers that MYoMY works with Fairtrade?

MYoMY is Fairtrade guaranteed. Within all our workshops we strictly monitor compliance with the 10 principles of the World Fair Trade Organization (WFTO):

• Creating opportunities for economically subordinated producers

• Transparency and strict control for compliance

• Good business practice

• Fair remuneration

• No child’s labour and no forced labour

• Non-discriminating workplace, equal treatment of men and women

• Good labour conditions

• Promotion of Fair Trade

• Environmental friendly production and trade

We now work with Leatherina in Bangladesh as producing partner. Leatherina is on her way of becoming WFTO certified herself. By working together closely we can asure that the 10 WFTO principles are being followed.

What about labour conditions?

A Fairtrade brand certification ensures compliance with the 10 principles of the WFTO (mentioned above). This is checked by means of a yearly audit. The MYoMY team visits the producers 2 to 4 times a year and manages a close and long-term relationship. The Indian organizations even have employers that educate smaller, related companies in India about gender equality, child’s labour and standing up for your rights. MYoMY ensures that producers can take care of their families, especially focused on education, health care and personal development.In our production units, both women and men are employed and they are equally treated. The producers receive a fair remuneration and work under good circumstances, as recorded in the WFTO (World Fair Trade Organization). We believe that by empowered connections and collaborations we can create a chain of empowerment. Because someone who is empowered, often empowers someone else.

Ordering

How can I order?

Step 1. Shopping bag

Pick your favourite items from our website. Have you found everything you want? Click on the shopping bag on the top right corner of our website. Check if the items are correct and proceed to checkout.

Step 2. Checkout

At checkout, you can fill out your billing and shipping address. If you have an account, please login first to have your personal details added automatically. Make sure to check all details before you proceed. Ready? Click on ‘Place order’. After completing your order, you will receive a confirmation via email. In this email you’ll find an overview of the items you ordered.

You can only cancel or modify an order that has not prepared for shipping. Please, contact our customer service as soon as possible for more information.

It is also possible to order (and deliver) abroad.

How can I make the payment?

There are 5 ways to make your online payment:

  • iDeal
  • Paypal
  • Klarna
  • Creditcard
  • Bancontact / MisterCash

Can I use giftcards to pay?

There are 2 giftcards that you can use on the MYoMY webshop:

• MYoMY giftcard. Go to your shopping bag and fill in the unique giftcard code (that you received in your email) in the ‘discount code’ box.

• Sustainable Fashion Giftcard (max. of 50 euro). Select to pay with the Sustainable Fashion Giftcard. If the giftcard (up to 50 euro) is not enough to pay the whole amount, you can pay the remaining amount with iDeal. Go to www.sustainablefashiongiftcard.nl for more information

How do I use discount codes?

Fill out your discount code while filling in your check out information. Choose at the top of the page for ‘Click here to enter your code’.

Please note: discount codes and giftcards are not valid in combination with other offers and do not apply to sale items.

Do I get a payment confirmation?

As soon as your order and payment is processed, you will receive an order confirmation email.

Did you not receive a confirmation? Please, wait a few minutes and check your spambox, in case the email was refused/blocked by your spam filter. Otherwise, please contact our customer service desk.

How can I cancel or change my order?

We can only cancel or change your order if the order is not prepared for shipping yet.

If you have placed multiple orders on the same day, it is possible to send these orders together. However, we can only combine your orders if the order is not yet prepared for shipment.

Please contact our customer service as soon as possible.

What about out of stock items?

When an item is out of stock we do our best to restock them if we can. Our essential collection is updated regularly but our seasonal items will not be restocked very often. Don’t hesitate to contact our customer service team if you have any questions about sold out items. If we don’t have an item anymore you can take a look at one of our retail partners that might have the product you are looking for on stock. Visit our store locator for a shop nearby.

Can I return my order?

Are you not satisfied with your order? We are sorry to hear, but no need to worry. If the items comply with our return policy, you can return them 14 days after receipt. To return your order, we recommend you to go to your local post office. Here you can return your order to the following address:

BBL – t.a.v. MYoMY
Wittevrouwen 15
1358 CD, Almere
The Netherlands

As a customer, you are responsible for the return costs. These costs will vary per state or country. Don’t forget to obtain and keep your postage receipt until you have been fully refunded, in case your return gets lost on its way back to us.

Please note: do not forget to fill out and enclose the packaging slip, as we won’t be able to process your return otherwise.

The shipping and processing of international returns can take up to 21 days. When we have received your return, we will refund within 7 working days after we have processed the return. Any refunds will be issued to the payment method you used to place your order. Please check this payment method. All refunds will be made by GOODFORALL so please make sure you have not overlooked the refund. If this is not the case, please contact our customer service.

How can I track my order?

After your order has been processed, you will receive a shipping confirmation by email within one working day. This email will provide you with a link to trace your order.

Please note: if you have not received your order within 6 (Europe) or 14 (Global) working days, please contact our customer service.

Delivery

What is the delivery process?

Delivery will take 2-5 working days for orders within Europe, depending on your country. For orders from Australia, Russia, Canada and the US this can take up to 14 working days.

Please note: if you have not received your order within 6 (Europe) or 14 (Global) working days, please contact our customer service. We will be able to look into the whereabouts of your order.

Where is my order?

You will receive an e-mail from our DPD supplier when your package has been sent. Please check your spam box if you didn’t receive an e-mail?

Track your package, with the Track & Trace code via the DPD website. You can find this code in the email you receive when your package has left our warehouse.

Is delivery on another address possible?

It is possible to have your parcel delivered to a different address than your billing address. Please be sure that you are known at this address, to ensure your parcel will be delivered successfully.

Please note: if you choose to have your parcel delivered to you at work, always make sure you put the name of the company in the address field, as well as your own name.

Are there any delivery costs?

Within The Netherlands, we don’t charge any delivery costs for orders over €50,-.

Note: For shipping SALE orders, we are charging delivery costs. These costs may vary, depending on the country you are ordering from.

One item is missing in my order - what can I do?

It can occur that something went wrong with processing your order. Are you missing an item of your order, please contact our customer service. We’d like to as you to mention your complaint and order number. Our customer service will take care of the problem as soon as possible and will search for the right solution together with you.

I received a damaged item - what can I do?

Sometimes it can occur that something went wrong with your order. Are you missing an item of your order or is the item you received damaged, please contact our customer service together with your order number. Our customer service will take care of the problem as soon as possible and will together with you search for the right solution.

I received a wrong item - what can I do?

It can occur that something went wrong during the delivery process. If this happens, please contact our customer service with the order number. They will take care of the problem as soon as possible and will search for the right solution together with you.

Do I need to register?

No, you can also order products without an online account.

Collection

How do I take good care of my purchase?

Every MYoMY item needs a little bit of love to last you a lifetime. The bags are finished with a natural protection layer. The longer the product is used, the more beautiful it gets. We recommend to treat your MYoMY item with one of the sustainable care products available in our webshop.

Do I have guarantee on my products?

There is a 12 month guarantee on every MYOMY bag. If you have received a damaged item or if the item breaks down after a short period of time, MYOMY will provide a suitable solution.

To return the product, contact customer service. Enclose a photo and your proof of purchase to claim the warranty. We will do our utmost to look into and resolve any issues.

Where can I find MYoMY products?

Besides ordering MYoMY products online in our webshop, you can find the closest store nearby at the store locator. You will find an overview of other web shops that sell MYoMY here too

How does the color on the screen relate to the color of a product in real life?

Due to the many variations in monitors and browsers, actual product colors may vary slightly in real life from what appears online. Contact us if you need help selecting a product.

More info

How can I become member of MYoMY?

At MYoMY it is our mission to strengthen everyone who wears or works with MYoMY. We are a community of makers, designers and customers who wear or make their MYoMY bag with pride and want to make a difference in the world. We believe that we are all change makers and together we can create a chain of empowerment.

Besides becoming a member of MYoMY by creating a MYoMY account we hope you want to help us to continue our chain of empowerment to show the world that you can do good things just by being you. Inspire others by showing that doing good can be as simple as sharing your smile.

With your MYoMY account you can order safe & quickly. Our online shop registers you as a customer – so you don’t need to fill in your personal information again next time. Also, you can view all previous orders you did online.

How do I stay up-to-date?

In the footer you can sign up for our newsletter. That way you stay up to date on MYoMY and all news about sustainability, our collections & sales. Do you always want the latest news on our collections & brand activities? Follow us on Instagram and Facebook.

What if I have a complaint?

We are always open for opportunities to learn. Please share your comments with us by contacting our customer service by telephone or e-mail.

How can I modify my personal information?

In My Account in our webshop, you can modify all your personal information details.

Privacy

What happens with personal information?

We protect your personal information. The information we need to process your order is saved to this end. Only when needed to process the order information is shared with parties that execute part of the service MYOMY offers. All personal information is treated confidentially, aligning the law the General Data Protection Regulation (GDPR). Find all information in our privacy policy.