Refund policy
Mirella Store
Last updated: January 2026
At Mirella Store, we want you to have a smooth and transparent shopping experience. Please read this policy carefully before placing your order.
Order Cancellations
● Orders may be cancelled and fully refunded only before they are processed or shipped.
● Once an order has been processed or shipped, cancellation is no longer possible.
As we work with international suppliers, orders are usually processed shortly after purchase.
Returns & Refunds
Due to the nature of our business and international fulfillment process, we do not accept returns or refunds for orders that have already been shipped, except in the situations outlined below.
Refunds or replacements are available only under the following conditions:
Eligible for Refund or Replacement
To initiate a return, please contact us at service@mirellastore.co.uk and include your order number.
You may be eligible for a refund or replacement if:
● You receive a damaged, defective, or incorrect item
● The product becomes unavailable or out of stock
● The package fails customs clearance on the first attempt
You may return most items within 30 days of delivery for a full refund or exchange, provided that:
● The item is unused, in its original condition
● All tags, labels, and original packaging are intact
In these cases, you may choose one option only:
● Replacement, or Refund
Please note: If a replacement is issued, a refund will not be provided. Both options cannot be combined.
Refund Process
● Refunds are issued to the original payment method
● Once we receive and inspect the returned item, refunds are processed within 5–10 business days
● Original shipping fees are non-refundable, unless the return is due to our error (wrong or defective item)
● Return shipping costs are the responsibility of the customer, except in cases of store error
Customs & Delivery Issues
● If a package fails customs clearance, we will offer a refund or a free replacement.
● If customs clearance fails again after a replacement is sent, no further refund or replacement will be issued.
● No refund or replacement will be provided if:
● The customer provides an incorrect or incomplete shipping address
● The customer fails to collect or sign for the delivery
● The package is returned due to unclaimed delivery
Non-Refundable Situations
Refunds and returns will not be accepted in the following cases:
● Order cancellation requests after shipment
● Delivery delays caused by customs, postal services, or carriers
● Returned packages due to address errors or failure to collect
● Minor differences in colour, size, or appearance due to lighting or manufacturing variations
● Normal wear and tear
Defective or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately.
In these cases, we will:
● Cover the return shipping costs
● Offer a replacement or a full refund
Your Consumer Rights (UK)
This policy does not affect your statutory rights under UK consumer law. If an item is faulty or not as described, you are entitled to a remedy in accordance with applicable UK regulations.
How to Report an Issue
If there is a problem with your order, please contact us within 7 days of delivery at:
📧 service@mirellastore.co.uk
Please include:
● Your order number
● Clear photos or videos showing the issue