FREQUENTLY ASKED QUESTIONS
Unfortunately our doors are currently closed until further notice, due to government restrictions and to ensure the safety of our customers and staff. We will notify you as soon as we are able to open again.
You can of course select the ‘store collection’ option at checkout in order to collect your order from our Soho store. Please be sure to check amended opening hours before doing so, or reach out to our customer service team and they will be able to help further.
Of course. The safety of our community is paramount so we are following all official advice to ensure this. The World Health Organisation say it is safe to receive packages as long as we adhere to their guidelines and we have implemented safety checks in every stage of our process.
None whatsoever. Although our staff are working reduced hours, efforts are being made to ensure all fulfilled orders are dispatched in a timely manner.
MACHINE-A work closely with DHL to ensure our products arrive safely and efficiently to your door. Due to this partnership, we can offer express delivery at a discounted price and even free international shipping on orders over £250 (or equivalent).
You will receive a tracking information in an email. Tracking information is usually updated 1 working day after it is sent. If, on the rare occasion the tracking information is not updated, please get in contact with us at firstname.lastname@example.org and we can get this updated immediately.
Standard delivery to most UK postcodes generally takes up to 2 working days, Express EU delivery up to 4 working days and Express International delivery up to 5 working days.
If you would like your order sooner, please email email@example.com for further options. For bespoke or special delivery items, a separate communication of delivery cost may be made.
We will make every effort to deliver goods within the estimated timescales. However, please note that delays are occasionally inevitable due to unforeseen factors or events outside our control.
You will be the importer for the international delivery of your order (i.e. any order delivered to a country other than the UK). Therefore, before placing an order it is your responsibility to check that the products you are importing comply with state and federal government import regulations and/or there are no local requirements or restrictions which may affect receipt of your order.
If any customs requirements apply or charges are due, you agree to be responsible for these upon purchase.
Dangerous goods such as perfume will only be shipped via road. Therefore any customers shopping from overseas where road delivery is not viable, please do not proceed with ordering such items.
We ship dangerous goods via Eurosender to the UK and selected European destinations. Please email us at firstname.lastname@example.org for more information on whether your shipping destination is applicable.
We will refund or exchange any item you are not completely happy with if you return it to us in a saleable condition within 14 days of the item being delivered to your nominated address.
Please return items unused, in their original packaging, with garment tags and any other security devices still attached. If we feel that for any reason the garment has been worn, the security tags have been removed, or the packaging is damaged in any way, then the item(s) will be returned to the sender and no refund will be given.
Returning your order to MACHINE-A is easy. Simply email us at email@example.com with the details of your order and reason for return. Upon doing so, you will be responded to within 2 working days with instructions on how to send the goods back.
The item(s) will need to be returned to the Machine-A store as soon as possible. You can either return it in person or by post.
If you decide to return the item(s) by post, we are delighted to inform you that we offer free domestic returns for UK customers. Customers returning items from outside of the UK will have the return cost (if covered by MACHINE-A) deducted from their refund. Please email us at firstname.lastname@example.org for further information.
If you would like to return the item(s) in person. Please ensure to notify MACHINE-A via email at email@example.com prior to return and we will advise you on how to proceed. Please note that you must also bring the original delivery note with you as proof of purchase.
You will receive an order confirmation email as soon as your order is placed, which means your order has registered and has been received by us.
If you can’t find an order confirmation email from us in your inbox, please please check your spam or junk folder. If you still cannot find the email, simply contact us at firstname.lastname@example.org and we will advise you with how to proceed.
In the UK we use the Shopify payment gateway, which allows you to pay with all major credit cards as well as digital wallets such as PayPal, Apple Pay and Google Pay.
In all other international destinations, MACHINE-A accepts payments in local currencies and localised payment methods through our partner Global-E. Global-E allows you to shop in your local currency, paying the exact amount displayed, as well as allowing you to choose your preferred local payment method. To use this service, click on the flag icon in the menu and select your country from the dropdown.
We also offer payments via Klarna. This platform allows you to Slice It - where you split the payment into monthly instalments, or Pay Later - where Klarna absorbs the cost for you and you simply pay the amount back at a later date.
Please email email@example.com to cancel an order.
Upon cancellation of an order, MACHINE-A will refund the whole sum paid by you, if your order has already been shipped out your refund will exclude the costs of postage and packing for delivery to you within 14 days of you notifying us.
We currently do not offer an exchange service via post. If you wish to exchange an item, please return the goods as above and we shall contact you and assist you with your new order.
You are responsible for the cost of returning the goods to MACHINE-A upon cancellation of an order. If you do not return the goods cancelled, we may arrange to collect them and will deduct the cost of such collection from the refund due to you.
The website's base currency is Great British Pounds (£) for orders placed for delivery within the UK, as well as a few international destinations.
For most international shipping destinations, you can shop with us in over 95 different currencies and payment methods. The website will auto-detect your location although you can always change the shipping destination by clicking on the flag in the menu and selecting your nation from the drop down list.
If you are ordering from an international destination and choose to pay for your order using a payment card with a foreign currency denominated account from the currency displayed, the account will still be taken at the displayed currency at the foreign exchange rate applied by your relevant credit card provider or bank at the time of processing your order. Your international credit card provider or bank may add an additional processing or administration charge which you will be liable to pay.
On the occasion that we do not have enough information and are unable to verify your order, one of our team members will be in touch with you by email. We might request you to provide us with additional information to make sure that your order was placed by you.
You might be asked to confirm the last four digits of your card and the issuing bank, or provide us with images of bills or other official postage that shows your name and the address you specified your card to be registered to.
To give you even more confidence in shopping online with MACHINE-A, we have introduced Verified by Visa and MasterCard SecureCode. This service protects your existing card account from unauthorised use when you shop with us.
To use this service, you must first register with the bank or other organisation that issued your card. Once you have registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase. This means that even if someone knows your debit card number, they will be unable to complete a purchase without your private password.
All UK card payments are taken through Shopify Payments, in a level 1 PCI DSS compliance in-frame integration on our checkout page. We do not have access to any sensitive information, including your card details, at any stage of the payment process.
To help ensure that your shopping experience is even more safe, simple and secure MACHINE-A uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:' - this means that you are browsing in secure mode.