FAQs

In today’s world security issues are at the forefront of our thoughts. We take online shopping and keeping our customers identity safe very seriously. That’s why we’ve enlisted the services of RapidSSL to give all our online customers peace of mind.

RapidSSL ensures all communications between our customers and our website are completely private and secure. Sites secured by RapidSSL provide up to 256 bit encryption thereby offering the highest level of encryption and security possible.

Why do you want my contact information?

We ask you to supply the following information during the ordering process: name, billing address, mailing address, email address and telephone number.

We use this information for the following purpose:

To complete your order and send you the product that you have chosen to purchase.
To contact you by email after the purchase

Why do you need my email address?

Primarily so we can contact you if there is any problems or delays with your order -we find that most people respond faster to emails.

We will also contact you to let you know our latest news or special offers. If however you do not want to hear from us -you can let us know and we will take you off the database.

The quickest way to be taken off our database is to unsubscribe from the last/next email you receive from us, by clicking through where directed and choosing unsubscribe.

Otherwise email us at customercare@myescape.co.nz and we will take you off the mailing list.

Ordering

How do I place an order?

We try to make the order process as easy as possible. When you have found an item you wish to buy you simply choose the colour and size you need, along with the quantity and click on the “add to cart” button.

Once you have finished browsing and have chosen all the items you wish to buy go to the checkout. Follow the steps to choose your billing address, shipping address and payment method. Review your order and if everything looks ok click on the “process order” button.

By submitting your order at the checkout you are offering to buy the goods and allowing us to use your personal details for the purpose of supplying those goods.

Do you offer gift vouchers?

Yes we sell myescape gift vouchers, these come in values of $25, $50 and $100 or you can choose the amount. You can purchase these the same way you would buy a product, just select the value you want, click the “add to the cart” button, then go to the checkout to complete your order.

How do I redeem my gift voucher when making a purchase?

Myescape gift vouchers can be redeemed online as a method of payment. At the checkout you will need to enter the gift voucher number when prompted during the payment process.

Please note no change will be given when you use a gift voucher to pay for an item. If the item is of a lower value than your gift voucher value no change will be given. We recommend you choose an item which is of equal value to the gift voucher or add a smaller item to your order to make up the difference in price.

If the total cost of the order is over the gift voucher amount you will need to pay the difference with another form of payment. i.e. PayPal or credit card.

Can I buy items tax free if I live outside New Zealand?

No unfortunately the prices on the site are the same wherever you live in the world.

Why is it that there are things on the website that are out of stock?

We do try to keep the website up to date so that this doesn’t happen very often. Sometimes however items sell out really quickly when this happens we try our best to offer you alternative products. We know this can be frustrating and are working hard to stop this from occurring.

What can I do if something is wrong with my order?

If there is a problem with your order please contact our friendly customer care team at customercare@myescape.co.nz

How do I cancel my order?

Don’t worry you can cancel your order at any time.

If you contact us before you have received a shipping confirmation email we will be able to immediately cancel your order and process a refund to whichever form of payment you used (credit card or PayPal account).

If you have received a shipping confirmation email then you will need to wait to receive your order and follow the returns process. Once we have received the returned goods, we will process a refund to either your credit card or PayPal account.

What if my purchase is faulty?

If the product you have purchased is faulty for whatever reason, please kindly take a photo and email it to us at customercare@myescape.co.nz along with a detailed description of the defect.

On receipt of your email we will review the information and respond to you (please allow 2 business days). If your claim is accepted we offer you an exact replacement or full refund.

In the event we ask you to return the product we will refund the postage costs.

I do not want to order online is there another way to order?

We offer a very safe online shopping experience however if you are uncomfortable submitting an online order you can email us the following information:

Name, delivery address, telephone number, email address, delivery instructions, quantity, size, style, colour, subtotal, grand total.

We will then contact you by email or phone to confirm the order. For payment we can either send a PayPal money request to your email address or advise you of myescape bank account details if you did wish to pay by bank transfer.

Payment

What currency am I being charged in?

All prices on myescape are listed in New Zealand dollars.

However when you get to the checkout you can select a country from the drop down menu this will then advise you of the amount you will be paying in the relevant currency.

When do you take payment for my order?

Payment is taken when you submit your order

What methods of payment do you accept?

You can pay for your order by using the following: Visa, MasterCard and PayPal. We do not accept American Express, cheques or cash.

All payments are processed in real time using PayPal one of the world’s largest and most trusted payments provider.

Click here to visit the PayPal website for further information.

Do I have to have a PayPal account to shop at myescape?

No you don’t have to have a PayPal account to shop at myescape.

Currently all transactions go through PayPal but you can choose to pay as a one-time customer and use your credit card instead of a PayPal account.

How does PayPal work? Is it secure?

PayPal is a safe, simple way to send and receive money online. It is used by hundreds of leading retail websites. PayPal offers a high level of security and never shares your financial information with sellers or retailers.

When buying items through PayPal, you can pay with money held in your PayPal account or use another payment method such as a credit card, debit card or your bank account. You do not have to have a PayPal account to use PayPal for your purchase.

It’s free to sign up for a PayPal account. When you are making a payment for purchase of goods or services, the retailer (myescape) will be charged a fee for the transaction.

Click here to visit the PayPal website for further information.

What happens to my card details?

Our website takes the maximum precautions to protect your information.

We have chosen to use PayPal as our sole payment gateway. PayPal is one of the world’s safest payment gateways and they do not share your credit card details with us.

Delivery

What are the delivery costs?

Postage in New Zealand is $6.50 or free for orders over $150.

Postage of clothes to anywhere in Australia is a flat fee of $15. Postage of heavier items like yoga mats is $25

Postage to the rest of the world is a flat fee of $35.

How long will I have to wait to receive my order?

If you live in New Zealand please allow 2-4 days for delivery of your order. We aim to dispatch orders within 2 working days and postage should take an additional 1-2 days.

For international shipping please allow up to 15 days for delivery of your order. We aim to dispatch orders within 2 working days and depending on where you are in the world postage could take an additional 5-10 days.

Please note dispatch can be subject to availability and could take up to 7 working days. You will be informed if we are experiencing any delays or are unable to fulfil your order for any reason.

What delivery method do you use?

Myescape uses either Gosweetspot or CourierPost for all New Zealand deliveries and the most reliable and reasonable, local shipping company for all overseas orders.

For further information please see our delivery and returns terms and conditions.

Why do I have to be home to receive my parcel?

We want to make sure you get your parcel as safely and quickly as possible and so a signature will be required to ensure we can track and trace your parcel at all times.

What happens if I miss the delivery of my order?

If your parcel is dispatched and you are not home at the time of delivery, your parcel will be returned to your local mail delivery office and a calling card will be left. You will then need to call and arrange re-delivery or collection of your parcel.

Please be aware that if parcels are not collected within a set period of time they may be returned to the warehouse they were shipped from.

Why do you need my mobile number?

We will not pass your telephone number on to any 3^rd parties except the company we choose to use for delivery.

If your parcel is being sent standard delivery in New Zealand and you have supplied your mobile number we will give the number to CourierPost so they can contact you if the parcel cannot be delivered.

Will I be charged duty tax/VAT?

Your goods may be subject to duty tax and VAT which will be applied once your parcel reaches your countries custom office. The amount of these charges varies from country to country.

If your parcel is stopped by customs we ask that you pay the charges in order to have the goods released.

Returns

What is your returns policy?

We want you to be delighted when you shop with us but we understand that with online purchasing you may occasionally want to return items that are not suitable. So we have taken the risk out of your online shopping with our 10 day returns policy (for all NZ orders).

If you are not 100% satisfied with the product you’ve purchased or have the incorrect size please contact us within 10 days for an exchange or credit. Goods must be in original sale condition in their original packaging with clothes tags still in place. We will not accept goods back if they have been used or worn, dirtied or damaged in any way.

If your goods are in any way defective we offer a full refund or replacement.

NOTE: for hygiene reasons we are unable to accept returns on any undergarment bottoms. This includes briefs, boxers and g-strings.

Read our returns and exchanges terms and conditions for further information.

How do I return something if I need to?

If you wish to return an item, we do ask however that all items are returned in their original sale condition with tags on and include their original packaging.

If you want to return an item, simply package up the goods that you wish to return and send them to us here at myescape ltd, 15 King St, Grey Lynn, Auckland, 1021 NZ.

With all returns we request that you also advise us by email and/or include a short note with the products you are returning to say which items you are sending back, the reason and whether you would like a credit or to exchange the goods for another item. If you would like to exchange your item please advise what you would like it exchanged for (style, colour and/or size of the new item).

Once we receive the returned goods we will either dispatch the replacement item and/or provide you with a credit that you can use to shop on myescape another time. If the replacement item is more expensive than the original item you will need to pay the difference using your credit card or paypal account.

NOTE: for hygiene reasons we are unable to accept returns on any undergarment bottoms. This includes briefs, boxers and g-strings.

What is your return address?

Myescape offices are located at:

Myescape Ltd

15 King St

Grey Lynn

Auckland 1021

New Zealand

This is the warehouse address, it is not set up for visiting customers.

How will I know if you have received my returned item?

Once our team receive your returned items we will process it and send a replacement or credit note within 5 working days. You will receive an email from us with your credit details.

Product Information

I am pregnant, do you have maternity wear?

Yes we have a range of maternity workout clothes which look great on and support your growing belly.

Why are your yoga mats more expensive than others I can find in big sports stores?

Our yoga mats are more expensive because we mainly stock eco-friendly biodegradable mats that are made in a sustainable way. Or top quality mats made sustainably that come with a life time guarantee. Unfortunately because of this they are pricier than some yoga mats that are mass produced in China but we think it is worth paying a bit extra to know you are looking after the environment.

How do I wash your clothing?

All of our clothes have washing instructions on them. Most are machine washable but we advise you to check the washing instructions on the label before washing.

Why would I need clothes made from performance fabric for exercising?

Performance Fabrics are those which provide functional qualities, such as moisture management, UV protection, anti-microbial properties, thermo-regulation, water resistance, and wind resistance.

Clothes made from these newly-engineered fabrics move moisture away from your skin and isolate it on the outer surface so the moisture can evaporate, keep your skin a lower temperature, provide protection against the elements and control the growth of odour-causing bacteria. All of these features allow you to be more comfortable when exercising so you can focus on getting fit and active and not what your clothes are doing.

Fit and Sizes

Do you have a size guide?

Sizes vary for each brand. The appropriate size guide for each product can be found in the size guide tab on the product page.

How do I find my size?

We display a size guide on every product page to ensure you get the correct sizing the first time.

If you are unsure of your size then measure you bust, waist and hip then refer to the size guide for that product to determine which size you will fit.

When your body measurements are midway between two sizes go to the smaller size for a tighter fit or the larger size for a looser fit.

I cannot find my size on the list what should I do?

If you cannot locate your size on the drop down list, it may be that we are temporarily sold out of this size. Please contact our customer care team atcustomercare@myescape.co.nz to see if we have a few items left in this size somewhere in our warehouse or to see if we are able to source this size for you from our manufacturers.

Do you cater for all bust sizes?

We cater for both the big and smaller busted lady, there are styles and sizes to suit both. Currently our sports bras range from a 32a to a 36C. We do aim to expand our sports bra selection and size range within time.

If you are interested in buying one of our sports bras and we don’t have your size, please contact us on customercare@myescape.co.nz and we will endeavour to get your size.

Which sports bra should I wear?

Sports bras come in different impact levels which provide varying levels of support. To choose the most suitable sports bra you need to consider the size of your bust and the type of exercise you are going to be doing.

A high impact sports bra should be worn when you are doing high impact sports like running, aerobics, netball, soccer, volleyball -anything that involves running and jumping. These bras provide extra support and reduce bounce.

A low impact sports bra would be appropriate for more gentle forms of exercise such as walking, yoga, pilates and stretch classes.

Would I need to wear a bra if the top has an internal shelf bra or built in support?

Some of our technical tops come with hidden support but we recommend that you also wear a sports bra if you are above a B cup.

Discounts and Promotions

Can I be kept informed about promotions and specials that myescape offers?

If you register an account with us not only will your checkout experience be quicker and easier but you will be automatically opted in to receive our regular newsletters.

How do I use my discount code?

To use a valid promotional discount code you can enter the code into the discount coupon box at the checkout page.

Do you give discounts to people who work in the health and fitness industry?

Yes we offer health and fitness professionals a 10% discount on all our products.

To get this discount please email us at customercare@myescape.co.nz and send proof of your status/job either by email or post. Once we have received this information we will email you with a personalised discount code that you can enter at the checkout to get your 10% discount.

How do I use my fitness professional discount when ordering online?

To use your industry discount all you have to do is make sure you sign into your account before placing any items in your basket. Then at checkout ensure you enter the discount code provided before you process the order and make the payment.

What do I do if I forget to enter my discount code?

Unfortunately once you have placed and confirmed your order we are unable to honour your discount code. This must be entered while at the checkout before you enter in your payment details.

Why won’t my discount code work?

It is most likely that your offer code is no longer working because it has either expired or it is not a valid discount code. We suggest that you check the dates for this discount offer as well as check that you have entered the discount code correctly. Many of our offer codes are also for one use only and will not be valid for a second use.

Can I use 2 codes at once?

While we all agree this would be nice, unfortunately only one offer is valid at a time. If you do have 2 offers we suggest using the larger discount.

If you have a health and fitness discount code you cannot use this in conjunction with another promotional code.

General Information

What is myescape’s address?

Myescape Head Office

15 King Street

Arch Hill / Grey Lynn

New Zealand, 1021

Why are you called myescape?

In a nice way exercise, yoga, meditation can help you escape your life or take a pause from whatever is going on at that time – it is a moment of time during your day where are doing something for yourself. Hopefully the clothes and accessories we sell will motivate and inspire you to get active or to help you relax and have more balance in your life.

Are you fashion or fitness?

We are fashion and fitness and believe the two shouldn’t be separate so stock only fashionable activewear for women.