Our Company

What is Must C&W?

We are a luxury consierge service specialice in Lifestyle, Fashion&Art.

Must LLC, is a limited liability company registered in London (UK).

If you need more info about us do not hesitate to contact us to set a personal interview at your best convenience.

How do I make a request?

To make a request you just have to click here or in any of our click&wish buttons and let us know what are you looking for. 

What is the cost for your services?

To send us a request of searching is completly free. There is no cost for making a request. We only charge you if we found what you are looking for and you want us to help you with the purchase.

The cost for our services is usually a % of the price of your “must have”.  Before you place the final order we will send you an email with all the detailes and final cost of our services.

We will not do any purchase without your previous consent.

Do I need to set up an account to make a request or place an order?

You can make us a request without register.  
You will just have to register if you make an order of purchase in order to be able to to enjoy the following benefits:

- Track your orders and review past purchases
- Request a return or exchange directly from your account
- Save your address and card details
- Get promotions for clients.

Can I change or amend my order once it has been placed?

We are happy to accept change or amend your order for any reason, up to the moment your order has been processed by the store. After that, you cannot cancel your order, but you may return it if you wish. If you have not yet received an email confirming the order has been processed, you may still be able to cancel it.

How can I track my order?

You will receive regular updates on your order and delivery status by email, and you can also check the status in your My Account section through all stages from Order Placed, Payment OK, Order Ready to Go, Order Sent and finally Order Delivered.

You can also go to www.dhl.com or www.ups.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.

Does Must Click&Wish offer a service of personal shopper?

We only offer a personal shopper service in the cities of New York, London, Paris, Madrid or Barcelona to our Premier Club clients. 

I have forgotten my password, what should I do?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

What payment methods does Must NewYork accept and is it safe to use my credit card on line?

We accept Visa, MasterCard, American Express, Delta, and Maestro credit and debit cards. All payments are processed through a secure checkout system provided by ChasePaymentech.
First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.


Is my personal information kept private?

We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your personal data without your authorization. For further details check our Privacy Policy.

Can I choose the currency I pay in?

Most of our product are send from Europe or New York therefore the currency will be in most of the cases in € or US$. As we provide a personal service we will arrange payment at your best convenience with you before the closing of any purchase.

 
Delivery & Shipment

How long does delivery take, and how much will it cost?

Shipping price range is based on a box weighing from 1kg to 8kg, if your package is heavier than this it may incur an additional charge. From time to time we offer promotional or trial shipping rates that will not be reflected in this table. We will inform you before we arrange the shipping.

SHIPPING TIMES*.-
DHL EXPRESS

Most of Europe and the USA – delivery within 2-4 days*
Rest of the world – delivery from 3-7 days*

UPS STANDARD
Only available within Europe – delivery within 5-7 days*

UPS EXPRESS SAVER
Most of Europe and the USA – delivery within 2-4 days*
Rest of the world – delivery from 3-7 days*

*Shipping times are to be used as a guide only and are based on time from order. Must C&W cannot take responsibility for any delays to orders due to customs clearance or payment transaction delays.

All services make deliveries between 9am-5pm Monday to Friday.

Is my Packaged insured and do I need to sing for my order?

All your purchases are insured against theft and accidental damage whilst in transit from Must C&W to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.


Must C&W insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

A signature requirement can be waived for packages delivered by UPS, however, you will still be required to sign for all international orders delivered by DHL. Please note, orders containing items of high value may still require a signature, even if you did not select to sign for your order on arrival. We realize this may be inconvenient but we would like to ensure that your purchases arrive securely.

How much duties and taxes will I have to pay?

When ordering goods for delivery outside of the European Union, you may be subject to import duties and taxes that are levied once the package reaches the country of destination. Any such additional charges must be borne by you; Must C&W has no control over these.

Customs policies vary widely from country to country; contacting your local customs office for relevant information regarding these is advised.

How can I track my order?

You will receive regular updates on your order and delivery status by email, and you can also check the status in your My Account section through all stages from Order Placed, Payment OK, Order Ready to Go, Order Sent and finally Order Delivered.

You can also go to www.dhl.com or www.ups.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.

Which countries does Must C&W ship to?

Must C&W ships worldwide. If you would like to confirm that we ship to a certain location, please contact our customer service department customer.service@mustnewyork.com.

Please note: orders totalling over 300 Euros, for shipment to specific countries will require pre-approved credit card verification before the order is fully processed. A member of our customer service team will contact you directly.

Please note: Shipping restrictions on jewelry deliveries to Russia
. Please note, we are currently unable to dispatch orders containing jewelry to Russia.
In order to receive your jewelry purchases, we suggest that you arrange for your shipment to be delivered outside of the Russian Federation.


Please note: Delivery to Brazil. 
Purchases shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF) in order to clear customs. To speed up the process and avoid any possible delays, please have this information available when our shipping partner, DHL contacts you.


Does Must C&W ship to multiple addresses?

We only ship one order to one single address. During the shopping process you will be asked to choose one shipping address for your delivery. If you would like to change your shipping address after you have placed your order,please request an address replacement by contacting us. Please note that it is not possible to change addresses to a different country.

Does Must C&W ship to P.O. Boxes?

We are not able to ship orders to P.O. Boxes, as they require a signature upon delivery.

Can I change my shipping address after my order has been dispatched?

If you would like to change your shipping address after you have placed your order,please request an address replacement by contacting us. Please note that it is not possible to change addresses to a different country.

For Additional shipping information go to Tems&Conditions 

Can I return or exchange an item?

Must C&W will only accept returns or exchanges if the product is faulty or incorrect or it has been damaged during the shipping.

We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear & accessories must be returned in the original boxes provided and inside a protective shipping box.

Hosiery must be returned in their unopened packages and lingerie must only be tried on over your own lingerie garments.

The ítems must be return in the original packaging to ensure the necessary protection when in transit.

Will I be refunded the full value of my order?

Once your return has been received by Must C&W and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the cost of shipping.

Questions not answered?

Contact our customer service department custormer.service@mustnewyork.com and they will be delighted to assist.