Do I need to be a member before placing an order?
Yes. Before purchasing, you are required to create an account by providing basic information and logging into your MSI membership. Once registered, you can proceed with your order.
Can I change my delivery address after placing an order?
If you need to change your delivery address after completing payment, please contact our customer service team as soon as possible.
Please note: once an order has been processed or dispatched, we may not be able to amend delivery details.
How can I change the items or quantity in my order?
If you wish to amend your order (including product type or quantity), please contact customer service promptly.
We will do our best to accommodate changes before the order is processed.
How do I return an item?
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.
To request a return or exchange, please contact our customer service team within this period.
What are the conditions for returning a product?
Returned items must:
- Be in their original condition
- Include all packaging and accessories
- Not show signs of misuse or damage
Full details can be found on our “Return Policy” page.
Your statutory rights under the Consumer Rights Act 2015 are not affected.
What is the product warranty and how do I make a claim?
To check warranty details or register your product:
- Log in to your account
- Go to the Member Centre or Warranty section
- Complete product registration
If you experience issues, please contact customer service for repair or support options.
Will I be notified when my order is shipped?
Yes. Once your order has been dispatched, you will receive a shipment notification email.
Delivery typically takes 2–3 working days (excluding public holidays).
If delivery cannot be completed and we are unable to contact you within three days, your order may be cancelled and refunded.
Delivery hours: Monday to Friday, 7:00am – 10:00pm – A delivery slot will be sent via mobile and/or email on the day of delivery.
What if I miss the courier delivery?
The courier will attempt to contact you. Please ensure your phone is accessible during delivery.
You may need to contact the courier directly to rearrange delivery.
How do I contact customer service?
If you have any issues with your order or product:
- Check the ''Help Centre''
- Or visit the “Contact Us” page and send us an email
We aim to respond as quickly as possible.
What payment methods are accepted?
We accept:
- Visa and MasterCard (credit/debit cards)
All payments must be made using valid and authorised payment methods.
What should I do if I have trouble checking out or using a discount code?
If you experience issues:
- Try using private/incognito browsing mode
- Clear your browser cookies
- Switch to a different browser
- Check with your bank to ensure your payment method is authorised
If problems persist, please contact customer service.