Everything you might want to know

Product information

Questions regarding the different materials used in Ms. Bay products are gathered and answered on our designated ‘materials’ page.

Care information

Questions regarding caring for and maintaining a Ms. Bay product are answered on two separate pages:

  • All about our care products can be found here.
  • Our tips on proper care and maintenance can be found here.

Payment Information

What Payment Methods Are Accepted?

There are different ways of paying for your Ms. Bay:

  • You can pay using Paypal, either with your own established account or with a credit card.
  • We accept Mastercard and Visa creditcards
  • We accept all Belgian debit cards via Maestro payments.
Is Buying On-Line Safe?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. We do not store any information related to your payment or bank records.

Are my privacy and personal information secure on your site?

We take active measures to ensure that all information provided on our website is secure and confidential. Our website is protected by an SSL certificate, which is a common security standard used for online shopping, to protect your credit card information. This protection activates a padlock and permits a secure connection from a web server to a browser. For more info, please read our privacy policy here.

Shipping Information

When will my order arrive? 

Please note that on average our orders take 3 to 5 business days to deliver. However, depending on the country and availability this may vary.

I’ve entered the wrong shipping address, what should I do?! 

Please contact support@ms-bay.com immediately within 24 hours of placing the order. We cannot guarantee that we will be able to make the necessary adjustments but we will for sure do our very best to make sure your Ms. Bay lands on the correct doorstep!

Orders and Returns

The colour or structure of my bag is different from what it looks like on your website. 

Ms. Bay bags are made out of salmon leather. The skin of each fish is different, causing differences in texture, size of scales or even colour gradients. Ms. Bay has set standards to determine whether a skin is suitable for our products and we try our best to avoid large differences but some may occur. This is natural and makes each bag unique! It’s important to realize that the texture in a fish leather product is intended and will not fade. Over time, the leather may become softer and more lustrous, only adding beauty to this natural product.
We want all of our customers to be happy with their Ms. Bay. If you are not, please do not hesitate to return your product and we will refund you.

How do I make an exchange or return? 

Your Ms. Bay has arrived but it is not what you were looking for? Sorry to hear that, but no problem. You can return items purchased through the website within 14 days in new condition and in its original packing. Please use our return form. We will then refund you for your purchase. If you wish to return a Ms. Bay product purchased at one of our resellers, we kindly request you to return to the shop for a refund. If you wish to exchange it, we request you to place a new order.

How can I cancel my order? 

If for any reason you would like to change or cancel your order, please contact us as soon as possible at support@ms-bay.com with the details of your order. If your order hasn’t been processed yet, we will see if we can take on your request. If your order has already been fulfilled (shipped), we will follow the Return guidelines. For more info on return and warranty, please check the designated page.

Can I change my order? 

Unfortunately, we can not modify an order once it has been placed on our website. However, you may cancel the order if it has not been shipped out and place a new order. Please contact our customer service and they will help you facilitate this request: support@ms-bay.com.

How soon will I receive a refund for my return? 

When returning an item by mail, please allow 2 to 3 weeks from the return ship date for your account to be credited and 1 to 2 billing cycles for the credit to appear on your statement.