Miralivia client care
How can we help?
Answers about orders, delivery, returns, payment and sizing.
Most questions are answered below. If yours isn't, email us and a real person replies within 24 hours.
Fastest route
Track your order
Follow your parcel from dispatch to doorstep.
Before you buy
Check the size chart
Every dress has its own chart, in centimetres and inches.
Still stuck
Email us
contact@miralivia.com — answered within 24 hours.
01 — Fit support
Sizing & fit
The question we get most, so the longest answer.
How do I know which size to order?
Every product page has a Size guide link next to the size selector. It opens the chart for that dress in particular — not one generic chart for the whole shop — with its measurements in both centimetres and inches, and a switch between the two.
The row for the size you have selected is highlighted, so you only have to read the one that applies to you.
Are the measurements of my body or of the dress?
It depends on the dress, and the chart tells you which. Columns named bust, waist and hips are the body measurements that size is cut to fit — compare them to yourself with a soft tape, standing relaxed, over the underwear you would wear with the dress.
Columns naming a part of the dress — skirt length, sleeve length, shoulder width, hollow to hem — are measurements of the garment. For those, compare against a dress you already own and love.
Between two sizes, take the larger one.
I'm between two sizes. Which should I take?
Take the larger one. A dress that is slightly roomy can be taken in by any tailor for a small amount; one that is too tight cannot be let out. This is particularly true for fitted and corset styles.
Do your dresses run small?
Some do. Where a style runs small or large we say so directly in the product description. If there is no note, it runs true to the chart.
What if the dress doesn't fit when it arrives?
You have 30 days from delivery to request a return. Tell us what went wrong when you do — it helps us correct the chart for the next person.
02 — Delivery support
Shipping & delivery
Processing times, estimates and tracking.
Is shipping really free?
Yes. Shipping is free on every order within Canada, with no minimum spend.
How long will my order take?
Most orders are processed within 1 to 2 business days and arrive within 5 to 9 business days after that. Orders placed on a Friday afternoon or over a weekend begin processing the next business day.
Those are the usual times, not a promise. At busy periods — sales, launches, the weeks around a holiday — allow up to 10 business days to prepare and 16 to deliver. Those outside figures are the ones we commit to, and they're set out in our shipping policy.
Where is my order?
Once your parcel is dispatched you'll receive an email with a tracking link. You can also see your orders by signing in to your account.
There's no tracking update. Is something wrong?
Probably not. Tracking can take 24 to 48 hours to show its first carrier scan after the shipping confirmation is sent, and a parcel often keeps moving between scans. Please allow the full delivery window to pass before contacting us.
My tracking says delivered but nothing arrived.
Check around your delivery location, with building reception, in any safe place you use and with immediate neighbours. Carriers sometimes record a delivery shortly before the parcel physically arrives. If it hasn't appeared after 24 hours, email us.
Do you ship outside Canada?
Not at the moment. We're focused on serving Canada properly first.
03 — Order support
Orders
Changes, missing pieces and problems.
Can I change or cancel my order?
Contact us as quickly as you can. If the order hasn't been dispatched we can usually amend or cancel it. Once it's with the carrier we can't recall it, but you can return it once it arrives.
Can I change my delivery address?
Only before dispatch. Email us straight away with your order number and the correct address.
An item is missing from my order.
Email us with your order number and tell us which piece is missing. If your order contained several items they may have been dispatched separately.
I received the wrong item.
That's on us. Email us with your order number and a photo, and we'll arrange the correct piece and a prepaid return at no cost to you.
My dress arrived damaged.
Email us within 48 hours of delivery with your order number and photos of the damage, including one showing the whole garment. We'll replace or refund it.
I didn't get an order confirmation email.
Check your spam folder first, and confirm the address you used at checkout. If it still hasn't arrived, email us and we'll resend it.
04 — Returns support
Returns & refunds
Eligibility, timing and what comes back.
What is your return policy?
You have 30 days from delivery to request a return. Pieces must be unworn and unwashed, with tags attached and in their original condition.
You get the full amount you paid for the piece, back to your original payment method. The complete terms are in our refund policy.
How do I start a return?
Email us with your order number and which items you're returning. We'll send instructions and confirm the return address.
Do I get money back or store credit?
A refund to your original payment method. We don't issue store credit in place of a refund.
How long does a refund take?
We process refunds within 3 business days of receiving the return. Your bank or card issuer then takes a further 5 to 10 business days to show it.
Who pays for return shipping?
If the piece is faulty, wrongly sent or damaged, we cover it. For a change of mind or a fit issue, the return postage is yours.
Can I exchange for another size?
Return the original for a refund and place a new order for the size you want. It's faster than an exchange and means you don't lose the size you need while the first parcel travels back.
05 — Payment support
Payment & promotions
Methods, codes and pricing.
What payment methods do you accept?
The accepted methods are shown as icons under the Add to cart button on every product page, so what you see is always what we currently take.
Is checkout secure?
Yes. Payment is processed by Shopify's secure checkout and we never see or store your card details.
How do I use a discount code?
Enter it in the discount field at checkout, before payment. Codes can't be applied to an order that has already been placed.
Can I use more than one code?
No, only one discount code per order.
Are taxes included in the price shown?
The price you see is the price applied at checkout, with any applicable taxes calculated there according to your province.
Do you price match or refund a difference after a sale?
We don't adjust the price of an order placed before a promotion began.
06 — Product support
Products & care
Fabrics, stock and looking after your dress.
Will a sold-out dress come back?
Sometimes. We buy in short runs, so many pieces don't return once they're gone. If a restock is planned we say so on the product page.
What is the dress made from?
The full fabric composition is listed in the description of every product.
How should I wash it?
Follow the care label inside the garment before anything else. As a rule, structured, embellished and lined pieces should be dry cleaned; simpler cotton and linen styles can usually be washed cold on a delicate cycle and hung to dry.
Is the colour exactly as shown?
We photograph in natural daylight to stay as accurate as possible, but screens vary. If a colour arrives noticeably different from the photograph, tell us.
Do you sell anything besides dresses?
We carry a small edit of jewellery and accessories chosen to go with the dresses. Dresses are, and will stay, the point.
07 — Account & contact
Account & contact
Signing in, the newsletter and reaching a person.
Do I need an account to order?
No. You can check out as a guest. An account just makes it easier to see past orders and track a delivery.
How do I reset my password?
Use the Forgot password link on the sign-in page and we'll email you a reset link.
How do I unsubscribe from emails?
There's an unsubscribe link at the bottom of every email we send. It takes effect immediately.
How do I contact you?
Email contact@miralivia.com. A real person replies within 24 hours, Monday to Friday. Include your order number if your question is about an order — it saves a round trip.
Do you work with creators or offer wholesale?
Email us with the details and we'll come back to you.
Still need us?
We'll take a closer look.
Email contact@miralivia.com with your order number and as much detail as you can. A real person replies within 24 hours.
Include your order number
It's in your confirmation email, and it saves us a round trip.
Be specific
Dates, product names and what you'd like to happen all help.
One email per issue
It keeps your conversation together and gets you answered faster.