CUSTOMER SERVICE

At McGregor we sincerely enjoy having a conversation with our customers, so don’t hesitate to give us a call or drop us an email. On the other hand, sometimes it’s convenient to have a look at the answers to the most common questions we receive. That’s what FAQ’s are for!

 

 

What is the best way to clean my garments?
On our page with wash & care instructions you’ll find information to keep your McGregor items clean and in perfect shape for as long as possible.

How do I measure my collar?
Please visit our size charts page to find out how to measure your collar. 

How do I know which size I have?
Please visit our size charts page to find your perfict fit.

 

 

Do I have statutory warranty?
Yes. The statutory warranty applies to all items that you purchase from us. Statutory guarantee means that a product is or must do what the consumer can reasonably expect from it.

If you have any questions on the status of your order, contact our support team.

What is the status of my order?
Once you place an order, you will receive a email confirmation. Once the order has left our warehouse, you will be notified again. In this e-mail you will find a track & trace link so you can already be with your purchase in spirit.

If you have any questions on the status of your order, contact our support team.

Can I still change my order?
Once you have placed your order you can’t change it. But you can always return your order once you have received it. For more information, check the return policy.

I didn't receive an order confirmation e-mail, what should I do?
There can be several reasons why you have not received your confirmation email. Sometimes the email is marked as spam by your email provider. Please check if this is the case. If not, please contact  our support team  with the full name, address, and email address you used in order to place your order. They can investigate whether something might have gone wrong in the order process and assist you further.

Can my delivery and billing address be different?
Yes, as long as both addresses are in the same country. 

All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter in your correct billing details. 

How do I find the product I'm looking for on the website?
There are two ways to find what you’re looking for: via the navigation menu or via the search bar.

To search with the navigation menu, select your preferred category from the options at the top of the page. Mobile users can either click on the drop-down menu or scroll down the page to see these options. You can then further refine your search results using the filters, with options such as product type, size, colour and price. 

Alternatively, you can find specific products by using the search bar at the top right of the page. Simply enter the product name or article number.

How do I know if my order is processed?
You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully. 

Have you not received your confirmation email? In that case, please contact our support team.

Where can I find my order number?
A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder.

If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal. 

 

 

Which payment methods do you accept?
We accept the following payment methods: Visa, Mastercard, American Express, IDEAL (The Netherlands), Bancontact (Belgium), Klarna (afterpay), PayPal.

1. Visa,  Mastercard, American Express
At McGregor, you can easily and securely pay by card. We accept Mastercard, Visa, and American Express. Your card will not be charged until your order has left our warehouse. Your card information is encrypted in our system using SSL technology. This high standard of security means shopping with a card on mcgregornewyork.com is safe and secure, and ensures that your data will under no circumstances be accessible by third parties. More information about security can be found in our privacy policy

Extra security for creditcard payments: 3D Secure for Visa and MasterCard 
To ensure that your online credit card payment is as secure as possible, we use Verified by Visa and MasterCard® SecureCode™, internationally recognised authentication technology collectively known as 3D Secure. 3D Secure protects your credit cards against unauthorised use to minimise the risk of online credit card fraud. 

What is the security code?
The security code is the last 3 digits printed over the top of the signature field on the back of your MasterCard or VISA card. On American Express cards, the 4-digit security code is printed on the front of the card, to the right above your card number.

 

2. IDEAL (The Netherlands)
Under the payment methods, select iDEAL.

  1. Select your bank. You can choose now to log into your bank account via desktop or via mobile.
  2. If you log into your bank account. You simply have to confirm your payment.
  3. If you want to pay via your mobile banking app, tap the QR scanner in the app, scan the QR code on the computer screen.
  4. Follow the instructions until payment has been finalized.

 3. Bancontact (Belgium)

There are two ways to pay online:

You can either use the device with the Bancontact app already installed, or you can shop with a different device than the one with the Bancontact app. In the latter case, please keep the device with the Bancontact app at hand.

  1. Same device: 
    1. Confirm your online order in your shopping cart and select Bancontact as your payment method. Then click ‘Open the Bancontact app’.
    2. The app opens automatically. Check the amount that appears on your screen, select the bank card you want to pay from, tap 'Confirm' and enter your PIN code.
    3. You’ll receive your payment confirmation instantly on your screen. Done!
  2. Different device:
    1. Confirm your online order in your shopping cart and select Bancontact as your payment method. Web stores that accept mobile payments with Bancontact will automatically generate a QR code. Open the Bancontact app on your smartphone or tablet, select the option ‘Pay’ and scan the QR code that automatically appears on your screen.
    2. Check the amount that appears on your screen, select the bank card you want to pay from, tap 'Confirm' and enter your PIN code.
    3. You'll receive a payment confirmation both on your screen and in the app. Done!

 4. Klarna (afterpay)

  1. Add your items to your bag and go to Checkout as normal. Your billing and delivery address can be different, however they need to be in the same country.
  2. Select Klarna as your payment option.
  3. Complete your order by selecting Pay Later with Klarna.

The maximum purchase limit is different on each account, and is determined by a credit assessment by Klarna. If your order fails, you may wish to try again with a smaller amount.

Having trouble paying for your order with Klarna?
If you have any trouble placing an order with Klarna, it could be due to one of the following reasons:

  • Klarna may have rejected your application to pay on account. We'd recommend choosing another type of payment or placing an order for a smaller amount.
  • You may have outstanding payments on previous Klarna invoices.
  • You may have missed a required field at the checkout, such as filling in your Date of Birth.

Please note that Klarna are an independent payment company and McGregor has no influence over whether your payment with Klarna is accepted or not. If you have any trouble with your order, please contact Klarna Customer Service.

5. PayPal

You also have the option to pay via PayPal, and can do so, without even creating a PayPal customer account. In order to do this, select PayPal as your preferred payment method during checkout, and at the end of the ordering process you will be directed to PayPal. If you are already a PayPal customer, you can log in with your user name and password and confirm the payment. However if you are new to PayPal and would prefer not to create an account, then simply select the option ‘Don’t have a PayPal account?’ (highlighted below) and you can confirm the payment as a PayPal guest. Once the incoming payment is registered with us, your order will be processed. PayPal payments are usually confirmed within a few minutes.

If you send products back, the amount will be credited to your PayPal account. You can then choose if you want to use the funds through your PayPal account directly, or wish to transfer the amount back to your bank or credit card account. We have no control over this, but you can manage it directly using your PayPal account.

How long does it take to get my refund? 

 Ship back to our warehouse in the Netherlands

  • This may take up to 2-5 business days

Processing the package*

  • The may take up to max 48 hours

Processing time: ** 

  • Credit/debit card: max 14 business days 
  • PayPal: max 3 business days 


*As soon as we start processing your return package at our warehouse, you will receive an email to confirm that we have received and are processing your order.

**From the moment we authorise the refund, your bank still needs to process it. The amount of time this takes to process the refund differs between banks and payment methods. You will receive your refund via the same method that you used to pay for the product(s).
 
We will reimburse you from the day we:

  1. receive your online order back at our warehouse; or
  2. are informed by you about your decision to withdraw from the purchase agreement and within those 30 days (a) you have provided us with evidence that you have returned your online order or (b) we have received your online order back at our warehouse.

 

 

What is the delivery time & costs?
McGregor offers free standard shipping to NL & BE on orders with a minimum purchase amount of EUR 50. Orders with an purchase amount of less than EUR 50 and/or send outside of the EU do not qualify for free standard shipping. 

For a detailed overview of shipping rates & delivery times per country, see below:

REGION

DELIVERY TIME

DELIVERY COST

FREE DELIVERY ON ORDERS OVER

The Netherlands*

1-2 business days*

 € 3,95

 € 50

Belgium

1-2 business days

 € 3,95

 € 50

Germany & Austria

1-3 business days 

 € 4,95

 € 100

Spain

1-3 business days 

 € 9,95

 € 200

France

1-3 business days 

 € 9,95

 € 200

Rest of the EU

2-4 business days

 € 9,95

 € 200

United Kindom

2-4 business days

 € 35

 € 350

Switzerland

2-4 business days

 € 35

 € 350

 * Orders to The Netherlands received before 21:00 hours from Monday - Friday will be delivered the next day


Tax Free orders from outside of the European Union
If you place an order from a non-EU country, 21% VAT will be excluded. By purchasing from outside the EU you will be charged import taxes and duties instead. The import taxes and duties, which may vary by non-EU country, are on your account and will be charged by the delivery courier.

We ship to almost every country of the world, with a few specific exceptions where particular circumstances apply. If the country you are shipping to is not listed, please contact us and we will inform you personally about the delivery fee to that address.

McGregor will use all reasonable efforts to deliver the order to the delivery address within the expected delivery estimates. If we are experiencing a high volume of orders or other unforeseen circumstances, shipments may be delayed. Please allow additional days in transit for delivery. If there is a delay in the shipping of your order, we will contact you via email or telephone.

What should I do if I haven't received my package?
We always aim to deliver your order within our standard delivery times, but sometimes unexpected factors can cause delays in your delivery.

If you haven’t received your package within our standard delivery times, please see the options below:

Delivery status

Solution

The track & trace code is stuck on status ‘Out for delivery’ or any status prior to that. 

Your order has left our warehouse and is now in the hands of the carrier. Please contact us.  

I didn’t receive my package, but the track & trace status on the carrier website is ‘Delivered’.

Please contact us. We may have to request a proof of delivery.

I received a package but it is incomplete.

It is possible that your products are shipped in separate packages. If you don’t receive your second package within a week, please contact us.

 

What should I do if I received a wrong or damaged product?
Please contact us by e-mail stating your name, order number, short description and picture of the wrong/damaged package/goods. We will help you with the return/refund process and you can re-order the products in our webshop.

When do I receive the track & trace code for my delivery?
You will receive your track & trace code with the shipping confirmation e-mail which we will send to you as soon as our products left the warehouse.

 

 

What is your returns & exchanges policy?
You have the right to return purchased items within 30 days, without giving any reason. To exercise this right, use the return form & return label enclosed in the parcel. 

The following steps need to be taken in case of return:

  1. Check the checkbox(es) of the item(s) you wish to return. Please also fill in your reason of return.
  2. Pack your item(s) in a box/bag you received the item(s) in, or any other box/bag and include this Return Form.
  3. Stick the return label onto the box/bag.
  4. Bring the parcel to your nearest drop-off point and collect a receipt.
  5. Once your return parcel has reached our warehouse, we will process your refund immediately. Please note it may take up to one week for the refund to appear (depending on your original payment method).

All original packaging with pricing, labels and hangtags must be intact. No tape is to be attached to the product or the item(s) packaging. All item(s) must be returned in a box to protect their form. Returns that do not meet our policy will not be accepted and will be returned to you.

For any questions about your order, return or the Return Form, please contact our support team.

For more information visit our return policy.

Can I exchange my order?
It is currently not possible to exchange goods purchased online. In case you want a different size, color or alternative product, please return the orginal item and purchase your new items online.

Will the original shipping fee be refunded if I return the order?
If you return your entire order, your shipping fee will be refunded. If you return a part of your order, shipping costs will not be refubded

I have returned my order, when will I receive my refund?
After you drop off your return package at the local drop off point, it can take 2-7 business days for the package to get to our warehouse. Once it arrives at our warehouse, it can take up to 24 hours to process.

As soon as we start processing your return package at our warehouse, you will receive an email to confirm that we have received and are processing your order.

We will reimburse you from the day we:

  1. receive your online order back at our warehouse; or
  2. are informed by you about your decision to withdraw from the purchase agreement and within those 30 days (a) you have provided us with evidence that you have returned your online order or (b) we have received your online order back at our warehouse.

Once you give the parcel back to the carrier, it takes approximatively 3 - 5 business days to ship it to our warehouse. We will notify you via email once we receive your returned item(s).

From the moment we authorise the refund, your bank still needs to process it. The amount of time this takes to process the refund differs between banks and payment methods. You will receive your refund via the same method that you used to pay for the product(s).

Payment method

Refund Timeframe

Credit/ Debit Card

max 14 working days

Paypal

max 3 working days

 

I returned my order, how do I know if my parcel has arrived?
Once your return has entered our warehouse, you will receive a return notification. When you drop your return off at your local drop off point or hand it over to a carrier, always ask for a receipt in case your parcel gets lost. 

How much does it cost to return a product?
In your parcel you will find a return label which you can attache to your parcel when you want to return something. Which means you don’t have to pay for your return.

The price of an item I ordered has changed, can I get a refund?
As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

Where do I send my return?
You can send your return to the following address:

ModExpress
McGregor  – E-commerce
Heibloemweg 10
5704 BS Helmond

In your parcel you will find a return label with the address on it already.

I lost my return form, what should I do?
Please contact our support team so we can provide you with a new one.

 

 

The statutory warranty applies to all items that you purchase from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it.

 

 

If you have a complaint about our products or our service, you can contact us via the contact form. You will receive a substantive response from us within 14 days of receiving your complaint. If you disagree with the solution or can't work it out together? Then you can submit your complaint to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/).

 

 

I received a promotional code, how do I use it?
With a promotional code, you're able to get a discount when you purchase products through our webshop. Here's how to claim your discount:

  1. Pick a product (one that's applicable for a voucher discount) from our webshop.
  2. Go to your shopping bag by clicking the 'Check out' button at the top of the screen.
  3. Enter your promo code above your order summary and hit ‘Apply'.

Keep in mind the code:

  • Is only valid for a limited time.
  • May not be applicable to all products.
  • Cannot be applied after you've placed an order.
  • Cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount.

Why isn't my promotional code working?
Sometimes when you try to use a promo code you can get a message saying it’s either expired or not recognized. If it’s expired, you won’t be able to use it any more. If it’s not recognized, you can follow these steps to get to the bottom of the problem.

First you need to make sure you are using the code correctly. Read the terms and conditions regarding the promo code. Provided in the e-mail you received the code with. Also make sure the code applies to at least one item in your bag – not all items are eligible for promo codes. 

If none of these issues apply, make sure you’ve entered the code exactly as it appears. It’s easy to make mistakes if you enter the code manually. Some common mistakes are:

  • Check spacing, character errors and/or spelling mistakes. 
  • The code field is case-sensitive. Check that ‘Caps Lock’ button is not on and use upper case where necessary.
  • Check you’re not mixing up the numbers 0/1 and the letters O/I.

If you are sure your code is valid for your order but it still doesn’t work, please contact us.

What happens to my promotional code if I return my order?
When your order got fully cancelled or if you cancelled the entire order yourself, please contact us to obtain your new code.

Can I use gift cards? 
At this moment it is not possible to use gift cards that were issued before 2019

 

 

How can I sign up for the newsletter?
There are 3 ways to sign up for our newsletter:

  1. Go to the bottom of any page on the online shop.
  2. Go to the “newsletter subscribe” page
  3. Wait for the newsletter pop up

By signing up for the newsletter you will receive news about McGregor and you will stay up to date about upcoming events, promotions, product releases.

How do I delete my account?

If you want to delete your account contact our support team.

How do I stop receiving newsletters or other marketing e-mails?
You can unsubscribe on marketing emails themselves.

  1. Click ‘Unsubscribe’ at the bottom of the newsletter or marketing email that you want to unsubscribe from.
  2. Click ‘Afmelden’. 

It can take up to a week for your request to be processed, so you may still receive newsletters or marketing emails during the week after you submitted your request.

What are you doing to ensure my data privacy?
Please visit our privacy policy to see what we are doing to ensure your data privacy.

 

 

 

Contact

Didn’t find what your looking for or just feel like talking about chino’s, polo’s, shirts and what makes these essentials timeless? Contact our customer service team!

E-mail                      Phone number
E-mail                      T +31 (0) 20 280 78 90

 

Opening hours
Monday - Friday: 09:00h - 17:00h (CET)