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frequently asked questions

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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 so confident that the sizes we recommend will fit that if they don't, the returns are on us.

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.
9. What about shipping costs?
If you have a Personal Shop, shipping and returns are free. If we match you to a garment, we expect it to fit you. If it doesn't, return it to us within 30 days of the purchase date with the tags on, in new and unworn condition, and we'll pay the return shipping. It's one of the benefits of having a Personal Shop.

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. You can choose to have a MyShape gift certificate delivered via mail or email.
7. How do I redeem a MyShape gift certificate?
When you place an order at MyShape, you can redeem your MyShape gift certificate by entering the code provided with the certificate in the appropriate box at checkout.
8. What if I lose my MyShape gift certificate?
Unfortunately, MyShape currently is unable to replace lost gift certificate codes. If you have additional questions about redeeming your gift certificate, please contact Customer Care by email, chat or phone (888-626-0309).
9. I forgot my user ID or password. What do I do?
No worries! Click here to request that a temporary one be emailed to you. You will then be able to personalize it again by going to My Account.
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?

Yes, we have secure shopping. MyShape utilizes Secure Sockets Layer (SSL) technology to protect your online order information as it is transmitted over the Internet.

Some versions of browsers and some 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."

If your browser or firewall doesn't support SSL, or if you are unsure whether you have a secure connection when placing an order, please contact our Customer Care team at customercare@myshape.com or 888-626-0309 so we can place a secure order for you.

12. How do I use the Shop with a Friend feature?

To use Shop with a Friend, you need to invite a friend to shop with you or be invited by a friend to shop with her. When you are signed in to your Personal Shop and browsing items in any category, you will see an "Ask a Friend" button above the items. Click this button, and a form will appear where you can enter your friends' email addresses to invite them.

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. After your shops become connected, two new buttons that say "My Friends" and "Shop for Me" will appear to the left of the "Ask a Friend" button in your Personal Shop.

To leave a comment for your friend, hover over the "My Friends" button in your Personal Shop and select your friend's shop from the drop-down list. Then select the item you want to comment on and click the "Comments" button in the row of buttons below the item name. Enter your comment in the box below "What do you think?" and click the "Submit" button. Your comment will appear in the box below "Comments." When you want to return to your Personal Shop, click on the "Shop for Me" button.

If an item in your Personal Shop has a comment or comments, a yellow box with the number of comments will appear to the lower right of the item. To see comments your friends have left for you, select an item in your shop and click the "Comments" button in the row of buttons below the item name. Any comments that have been made will appear in the box below "Comments."

You will receive an email when your friend accepts your invitation to shop with her. Soon, once we have added the capability, you will also receive emails when friends comment on items in your Personal Shop. To opt out of receiving these emails, go to "My Account," click on "Edit Your Email Settings" and check the appropriate box.

We plan to continue improving our Shop with 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. Will there be a MyShape for men?
We are asked this question often. We're beginning to plan for it. Please help us understand the need by completing this survey.
14. 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 free shipping and returns along with 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
  • Free shipping
  • Free returns
  • 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 free shipping and returns along with 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 free shipping and returns along with personalized emails and special offers.

Orders

1. Do you have a guarantee?
Yes. Please read our MyShape guarantee.
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
  • Diner's Club
  • Check Debit Cards
  • Japanese Credit Bank (JCB)
  • MasterCard
  • Visa

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 for sale items?
If a regular-priced item you purchased is reduced in price, MyShape will be happy to make a sale adjustment within 10 days of your order date. Just contact Customer Care at customercare@myshape.com or 888-626-0309.
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.

Price Adjustment

If a regular-priced item you purchased is reduced in price, MyShape will be happy to make a sale adjustment within 10 days of your order date.

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

1. How much is shipping?

To make shopping and shipping simple, MyShape offers the following shipping methods:

Method Transit Time Cost Member* Cost
Standard 3–5 Business Days $8.75 FREE
Express 2 Business Days $25.00 $25.00

*Members with completed profiles (including measurements and fit and style preferences)

Please read our shipping policy.

2. Do you ship to international addresses?
No, not yet. We currently ship orders to customers within the 50 United States, its protectorates and military mail addresses. We plan to add international service as soon as possible.
3. Do you ship to P.O. Boxes and/or Military APO/FPO addresses?
Second-day and next-day shipping is not available to post office boxes. All standard deliveries to P.O. boxes are shipped via the USPS. Please contact us if you have any questions regarding when you will receive your order or how it will be shipped. The standard delivery method for your order from MyShape is via FedEx. They will leave the package at your doorstep.
4. How will I know when my order ships?

We strive to keep you informed about the status of your order from the time you submit it until it is received.

An order confirmation is sent to you when an order is submitted.

A shipment notification with a tracking or delivery confirmation number is sent once your order has shipped.

Cancellation/exception notifications are sent if we have a problem completing your order. (We do our best to make sure you don't receive one of these.)

A return notification is sent once we receive and process a returned item at our fulfillment center. You can always feel free to contact our Customer Care team at customercare@myshape.com or 888-626-0309 with any questions about the status of your order or to update your account information.

5. Can I track my order after shipping?
Yes. You will need your tracking number. Track your order here .
6. How do I cancel my order?
You may cancel any order placed at MyShape as long as the order status (see Order History) is "processing." If your order status is "shipped," the order cannot be canceled.

Returns

1. How do I return an order?
Please read our return policy and procedure.
2. What is an RMA/Return Merchandise Authorization number?
An RMA (Return Merchandise Authorization) number is required for returns to be processed. The RMA number is used to reference replacement or credit instructions you've provided. RMA numbers are provided on the return confirmation page.
3. How much time do I have to return an order?
Returns are accepted within 30 days of purchase in new, unworn and unwashed condition with all original tags attached. We regret that we are unable to accept returns of items marked "Final Sale" or "Last Call."
4. What will it cost to return an order?

Return shipping is free for all MyShape members with Personal Shops*. Customers without Personal Shops will be charged for return shipping, to be deducted from any credit owed for the return. Our online return procedure must be completed and MyShape must receive the returned items for the appropriate credit to be issued. Returns sent without completing our online return process will be charged a $10 handling fee to be deducted from any credit owed for the return.

*Members with completed profiles (including measurements and fit and style preferences)

5. How long does it take to process my return?

Please note that it can take up to six weeks for us to receive your return package from USPS. So please be patient. We process within three to five business days.

We will notify you when we've processed your return, usually within three to five business days of its arrival at our fulfillment center. Make sure to include your RMA (Return Merchandise Authorization) number to prevent delays in processing your return.

6. How do I make an exchange?
Technically, MyShape does not make direct exchanges. If you have purchased an item that you would like to exchange for a different item, you will need to return the original item and place a new order for the item you would like to purchase instead. Please see our return policy and procedure for complete details on how to complete a return. If you have a question about an item you would like to exchange that you purchased using a promotion code, please contact our Customer Care team at customercare@myshape.com or 888-626-0309.