frequently asked questions

Click on a question below to see the answer.

How a MyShape Personal Shop™ Works

1. What is MyShape all about?

Imagine being able to browse in a shop of your own, accessible 24/7, filled with clothes you love that are pre-selected to fit and flatter™ your shape.

At MyShape we offer you all of this in your Personal Shop, which is all about your shape, your style, your fit™ and more! We’ve made shopping fun and effortless by providing you with a Personal Shop where everything you see fits you, flatters you and matches your fashion preferences.

There’s no more guesswork! Our ShapeMatch® system matches your measurements to garments that both fit and flatter—so you no longer need to order three different sizes to be sure one will fit.

We’re your personal style advisor. Based on your measurements, we know your body’s shape. Using a detailed set of proportional styling rules, we show you clothing that will flatter you because we all know that not every look works for every body!

We style hundreds of outfits—from casual to professional to dressy—to flatter you. Academy Awards® Fashion Coordinator Patty Fox heads our team of stylists, so you can be sure the outfits you see will make you look fabulous. We recommend outfits that will fit you and that you’ll look great in to meet all your lifestyle needs.

2. How do I get my own Personal Shop?

It’s free and takes just three easy steps. Just click here to get started. After you enter a few basic pieces of information—your name, email and password— we’ll ask you (1) about your personal style, (2) for your measurements and (3) how you like your clothes to fit.

When you’re finished, you’ll be whisked off to your own Personal Shop. We’ll show you the styles that match your profile, and you’ll see outfits and separates that will fit you and flatter your shape.

3. Do I really have to enter my measurements?

Yes. We match your individual measurements to specific garment measurements. The more accurate your measurements, the better the fit. Our instructional video makes the measuring process fun and easy, and the benefits of having a Personal Shop are endless!

If you need a tape measure, you can download and print one, or you can complete a request form and we will send you one for free (it usually takes about two weeks).

There is a diagram of all the requested measurements that you can print if you prefer to write your measurements down as you go along and then enter them later. Have a friend or family member help; measure each other.

4. Do you ask for special measurements or just the basics: bust, waist and hips?

We ask for the basics plus. We match your measurements with garment measurements for a good fit—the more accurate your measurements are, the better we can fit you to our clothing.

5. What do I see in my Personal Shop?

Shopping paradise! It’s as though a personal shopper has combed through everything we carry to show you only the styles and sizes that will fit you and flatter your shape. Your Personal Shop is available at any time, any day—no traffic, no driving, no lines, no salespeople, no guessing your size, no wondering what will look good—just fun, effortless shopping at your fingertips with friendly style consultants available to chat if you have questions. And the inventory in your Personal Shop grows every day.

6. Why aren’t there more items in my Personal Shop?

Your Personal Shop shows you all of our items that match your measurements, chosen for a great fit. If an item is in our site’s Fashion section but not in your Personal Shop, it won’t fit as you might expect it to. Remember, it’s important to keep your measurements up to date to ensure you’ll always be matched to the right fit. If you have gained or lost weight recently, please update your measurements.

7. Why don’t I see size charts anywhere?

At MyShape we’ve created Sizeless Dressing™. MyShape is not about size—we’re about fit. We all know that we might wear a size 10 in one item, size 12 in another and in yet another size 8. Size charts are broad and general; MyShape is specific. MyShape bases fit on your measurements and the garment’s measurements. Our goal is a great fit for you.

8. Why aren’t you taking my color preferences into account in my Personal Shop?

Your Personal Shop does not consider color preferences yet. We ask you to select your color palette when you create your shop so that your shop will be even more personal in the future.

Shopping

1. Can I still shop if I am not a member or do not enter my measurements?

Yes, you are able to shop, but you will have to guess what sizes to order and how clothes will fit you. You will also pay shipping and return costs and be unable to apply our special promotion codes to your order.

2. You don’t have much clothing for me now. When will MyShape have more?

We are working hard to build each Personal Shop every day. We ask for your patience. More items are added regularly, so check back often. And if there are designers or brands you would like to see on the site, please let us know by contacting Customer Care by email, chat or phone (888-626-0309).

3. How do I buy an item in another color?

Contact Customer Care by email, chat or phone (888-626-0309) for more information about any item.

4. Can I get more information about fabrics used in your clothes?

Yes. Review our fabric content glossary for informative descriptions of all kinds of fabrics.

5. How do I care for my new garment(s)?

Please follow the care instructions listed on the label of your garment and review our garment care glossary for more helpful information.

6. Do you offer gift certificates?

Gift certificates are available for purchase in a variety of denominations, and we can send them via mail or email.

7. How do I redeem a MyShape gift certificate?

Simply enter the code on your MyShape gift certificate into the gift certificate code box at checkout.

8. How do I find out about current promotions?

Click here to view our current promotions.

9. I forgot my password. What do I do?

Click here to request a new password. It generally arrives via email within a few minutes. Want to personalize it? It’s easy. Once you receive your new password, sign in to your Personal Shop using it. Then click "my account" in the upper-right corner, then "Edit Your General Info." There you can create a new, easy-to-remember password.

10. Is my personal information secure?

MyShape is committed to protecting your privacy. We will never sell or trade your personal information. See our privacy policy for more information and to read about our secure shopping.

11. Is your website secure?

Absolutely. MyShape utilizes Secure Sockets Layer (SSL) technology to protect your online order information as it’s transmitted over the Internet. Some versions of browsers and firewalls don’t allow communication through our secure servers. To make sure your connection is secure, most browsers display an unbroken key or a closed lock in the lower left-hand corner of the browser. Secure connections will also display the URL starting with "https."

MyShape is a thawte Secure Site, which means that you may submit sensitive data (e.g., credit card numbers) with complete assurance that MyShape has taken the necessary steps to protect all customer information.

12. How does the "Ask a Friend" feature work in my Personal Shop?

When you’re in your Personal Shop, you’ll see a green bar across the top that matches the green “my personal shop” tab. Hover your cursor over “my friends” all the way to the left, then click “ask a friend” at the bottom of the drop-down menu. You’ll get a pop-up window where you can fill in your friends’ email addresses to invite them. Then just click the gray “send invitation” button.

Once you invite a friend to shop with you, an email will be sent asking her to accept your invitation. If your friend accepts, each of you will be able to visit the other’s shop and leave comments on items. But don’t worry—the sizes chosen for you will be hidden from your friend and remain for your eyes only. This, of course, means you can’t see her sizes either. After your shops become connected, you’ll be able to go from your shop to your friend’s shop by hovering your cursor over “my friends” and clicking on your friend’s shop in the drop-down menu. When you’re in your friend’s shop, her name and messaging will appear at the top of the screen, announcing where you are. To get back to your shop, just click the “my personal shop” tab.

To leave a comment for your friend, click on an item in her shop that you want to comment on. You’ll get a pop-up window with a picture of the selected item in it and an empty box with the title “What do you think?” Enter your comment in that box, then click the gray “submit” button. Your comment will appear in the “Comments” box below.

How can you tell if a friend has left you a comment? In your Personal Shop you’ll see a small green box to the lower right of an item. The number in it indicates the number of comments. Click on the item. A pop-up window will appear. Just click on the gray “COMMENTS” button beneath the name of the item to see your friend’s comment.

We plan to continue improving our Ask a Friend feature based on feedback from members. We’d love to hear your insights! You can contact Customer Care by email, chat or phone (888-626-0309) to let us know what you think.

13. I still have a question you haven’t answered!

There are three ways to get your question answered:

• Email us.
• Chat with us between 9 a.m. and 6 p.m. (Pacific).
• Call us toll-free at 888-626-0309, Monday through Friday, 9 a.m. to 6 p.m. (Pacific).

Customer Profile: Measurements & Preferences

1. What are you going to do with my measurements?

Your profile goes into our ShapeMatch system to find clothing that both fits and flatters you™. Your personal information will not be sold or used for any other purpose.

2. Do I really need to measure myself?

We understand how difficult the whole idea of measuring yourself is, which is why we made the process a cinch. Our instructional video makes the measuring process a breeze, taking you through every measurement. Plus, when you enter just a few key measurements, our expert measuring system instantly predicts the range of your other body measurements. It’s that easy.

For extra support we suggest asking a friend to help. The measuring process will take about 15 minutes and save you hours of shopping frustration in the long run. Imagine finding really great clothes that fit in the styles you love, ready to browse in your own shop every day.

MyShape members with completed profiles receive special promotions and discounts! But we can’t match you to any clothes if we don’t have your measurements. And the more accurate your measurements are, the better job we can do in finding you that perfect fit.

If you need a tape measure, you can download and print one, or you can complete a request form and we will send you one for free (it usually takes about two weeks).

There is a diagram of all the requested measurements that you can print if you prefer to write your measurements down as you go along and then enter them later.

3. Can I take my measurements myself?

Yes, you can take your measurements yourself, although it is easier to ask a friend to help. Taping a tape measure to the wall for height measurements helps too. Just don’t try to take your measurements with a metal tape measure! You may get hurt. You can also contact Customer Care at customercare@myshape.com or 888-626-0309 for some other tips.

4. Why do you need so many measurements?

In order to match you to clothing that both fits and flatters™, we need some measurements to determine your shape in three dimensions. For example, we ask for your circumference measurements to get your overall shape as well as your height measurements to help determine lengths. And your front measurements help us better understand your figure in back and in front.

5. What happens when my measurements change?

To ensure MyShape provides you with the best selection of clothing to fit your shape, we recommend that customers double-check their measurements every six months. We work with the measurements you give us, so if they are no longer accurate, the garment won’t fit you.

It’s easy to update your measurements. Simply go to My Account to update any of your personal information.

6. What if I can’t enter my measurements because I don’t have a tape measure?

If you need a tape measure, you can download and print one, or you can complete a request form and we will send you one for free (it usually takes about two weeks).

7. What do I get for entering all my measurements and preferences (completing my profile)?

Members receive:

• Their own Personal Shop, filled with outfits and items that both fit and flatter
• Personalized emails notifying them of special offers, new items and special events

8. Will my preferences limit my choices of clothing?

Your preferences help prioritize what you see in your Personal Shop, but they do not limit your choices of clothing. Simple shopping is the goal—not limiting your selection. Your Personal Shop shows you all the clothes that fit you, and those marked with your shape also flatter your figure.

9. What if I want to change my measurements or preferences?

You can always change your measurements or preferences. We’d be surprised if they always stayed the same. Just sign in, go to My Account and then go to Update Your Measurements.

Membership

1. Do I have to become a member to shop at MyShape.com?

No. You can shop in the Fashion section of our site without becoming a member. However, to have your own Personal Shop and receive valuable benefits, you must become a member and enter your measurements and style and fit preferences.

2. Is there a fee for membership?

No. Membership is free.

3. I’ve entered my name and email address. Am I a member?

You have registered at the MyShape website and you may receive email, if desired, but to become a MyShape member, you need to enter your measurements and preferences. Members have their own Personal Shops and receive great benefits, including personalized emails and special offers.

4. How do I update my information?

Go to My Account to update any of your personal information.

5. How do I become a member with benefits?

You qualify for member benefits when you complete your full profile by entering your measurements and preferences. By completing your profile, you’ll know your shape and have a Personal Shop where everything fits and flatters you. Members receive personalized emails and special offers.

Orders

1. Is it safe to use my debit card on your site?

Absolutely. But please note that if you choose to pay by debit card, the amount you charge will be put on “hold”, meaning it will not be available to you once you place your order*. Once your transaction is processed, the amount of the transaction will be withdrawn from your account, and the original “hold” will be voided.

*If you attempted to place an order and it didn’t go through, you’ll still see an impending transaction on your bank account statement. It will disappear in 1 to 2 days, and you will not be charged. If you have any questions, please contact your bank.

2. I’m having problems getting the site to work properly. Can you help?

You might be having browser-compatibility issues. You can take our easy browser compatibility test to see if your system is ready to use MyShape. If you need further assistance, contact Customer Care by email, chat or phone (888-626-0309).

3. Can I place an order over the phone?

Orders may be placed over the phone. Call Customer Care at 888-626-0309, Monday through Friday, 9 a.m. to 6 p.m. (Pacific).

4. What methods of payment do you accept?

MyShape currently accepts the following forms of payment:

• American Express
• Check Debit Cards
• MasterCard
• MyShape gift certificate codes
• Visa

We do not accept gift certificate codes other than those issued by MyShape. Also, we do not issue personal lines of credit or accept any forms of payment other than those listed above.

5. Will my credit card be charged immediately when I place my order?

MyShape will process a credit card authorization when your order is submitted or as required for orders held in our systems beyond the authorization expiration date. Your credit card will be charged only for items that are shipped, when they are shipped. Please allow one to two billing cycles for debit or credit information to appear on your credit card statement, depending on your bank.

6. Can I get a price adjustment?

If an item you purchased is permanently marked down, MyShape will happily make a price adjustment within 10 days of your order date. Just contact Customer Care at customercare@myshape.com or 888-626-0309.

Temporary markdowns are in effect only for the time of the sale or promotion and are excluded from any price adjustments.

7. What is MyShape’s pricing policy?

Pricing Policy

We work hard to ensure the accuracy of pricing. Despite our best efforts, pricing errors may occur. If an item’s price is lower than our stated price on our website because of an error on our part, we will charge you the lower amount when your order is shipped. If an item’s price is higher than our stated price on our website, we will contact you for instructions before shipping. If we are unable to make contact with you after seven days, we will cancel your order and notify you of the cancellation.

Merchandise Availability

Merchandise availability on our website is not guaranteed as an item or items may be low in stock. If merchandise is not available at the time your order processes, we will notify you of this via email. You can always verify availability by contacting Customer Care by email, chat or phone (888-626-0309). You will receive a shipping confirmation email once your items have shipped.

Wish List

1. How do I use the wish list feature?

If you have a Personal Shop with MyShape, simply sign in to your shop to begin adding items to your wish list by clicking on "Add to Wish List." You will be taken to a page where you can view or remove items from your wish list.

2. If I don’t have a Personal Shop, can I still create a wish list?

The wish list works within your Personal Shop only. You can create your own Personal Shop here.

3. How do I send my wish list to my friends?

In your Personal Shop you will see a link that says "Share My Wish List." Once you click on this link, you will be taken to a page where you can enter the email addresses of people with whom you’d like to share your wish list. Click "Send," and a message with a link to your wish list will be sent to them. We do not see or save your friends’ email addresses.

4. Once I share my wish list, how do my friends view it?

We provide a link in the email that provides a view of your wish list.

5. Can others view my personal data from my wish list?

Your privacy is important to us. Others can only view items that you have selected to be on your wish list. They cannot view any other items or any of your personal information in your Personal Shop.

6. Can my friends see the sizes that I require?

We have removed the ability for others to see the size recommendations in your Personal Shop. Your friends will not be able to see your sizes. However, the item that ships will be the size that matches your measurements.

7. How do people purchase from my wish list?

Once people receive your wish list, they simply place items in their shopping bags and make purchases with their purchase information.

Shipping

Please read our shipping policy.

Returns

Please read our return policy and procedure.