Refund policy

This policy explains how returns, cancellations and refunds work at MIRALIVIA. It forms part of our Terms of Service and applies to every order placed on miralivia.com. Please read it before you order — placing an order means you accept the terms set out below.

The short version. You have 30 days from delivery to request a return on an unworn item, and you get back the full amount you paid for it. You arrange and pay for the return postage. If an item arrives faulty, damaged or is not what you ordered, we cover the return as well.

1. Your right to return

If you are not satisfied with a piece you have received, you may request a return within 30 days of the delivery date recorded by the carrier. Requests made after that window has closed cannot be accepted.

A return is not complete simply because you have told us you want one. The return is only recognised once the item has physically arrived back with us and has passed the condition check described in section 2.

2. Condition of returned items

To be accepted, a returned item must meet all of the following conditions:

• It is unworn, unwashed and unaltered, and shows no signs of use — no perfume, deodorant, makeup, smoke or pet hair.
• All original tags remain attached and undamaged.
• It is returned complete, with every component, belt, fastening and accessory it came with.
• It is returned in its original packaging, in a condition that allows it to be resold.
• Where hygiene matters, the item has not been worn against the skin and any hygiene seal is intact.

Normal handling — trying a piece on, in the way you would in a fitting room — is expected and fine. Damage caused by careless handling is not, and reduces the value of the item.

We reserve the right to refuse a return, or to reduce the refund, where an item arrives in a condition that no longer allows it to be sold as new. If we refuse a return, we will tell you why and offer to send the item back to you at your cost; if you do not respond within 30 days, we may dispose of it.

3. Who pays for return shipping

• Change of mind, fit or preference: you arrange and pay for the return shipment. We recommend a tracked service — until the parcel reaches us it remains your responsibility, and we cannot refund a return we never received.
• Faulty, damaged, incorrect or misdescribed items: we cover the cost. We will send you a prepaid return label, or reimburse reasonable postage against a receipt.

Outbound shipping is free on all orders, so there is nothing to refund on that side.

4. How to start a return

Email contact@miralivia.com with the following, and we will reply with instructions:

• Your order number.
• The item or items you wish to return.
• The reason for the return.
• For a faulty or damaged item, clear photographs — including one showing the whole garment and one showing the defect close up.

Do not send anything back before we have replied. We will confirm the correct return address once your request is approved. The address printed on the parcel you received is a dispatch address, not a returns address — parcels sent there cannot be traced or refunded.

Once approved, please post the return within 14 days. Approvals older than that may be closed and will need to be requested again, subject to the original 30-day window.

5. Refunds — how and when

Once your return arrives and passes inspection, we refund the full amount you paid for the item. We process it within 3 business days and email you to confirm. Refunds are issued to the original payment method only. We cannot refund to a different card, account or person, and we do not substitute store credit for a refund unless you ask us to.

After we have issued the refund, your bank or card issuer typically takes a further 5 to 10 business days to post it to your statement. That part is outside our control.

If more than 10 business days have passed since our confirmation email and you still cannot see the refund, contact your bank first, then write to us and we will send you the transaction reference.

6. Faulty, damaged or incorrect items

Every order is checked before it leaves us, but things occasionally go wrong. If your item arrives damaged, faulty, or is not what you ordered:

• Email us within 48 hours of delivery with your order number and photographs.
• Keep the item and its packaging until we have responded.
• We will replace the item or refund it in full — your choice — and cover the return postage.

Reporting damage promptly matters: after 48 hours it becomes difficult to establish that the damage occurred in transit rather than after delivery, and claims made later may be declined.

Wear that develops through normal use, damage caused by incorrect washing or ironing, and alterations made after delivery are not faults and are not covered.

7. Items that cannot be returned

The following are final sale and cannot be returned or cancelled, except where the item is faulty:

• Items marked Final sale on the product page at the time of purchase.
• Gift cards.
• Pierced jewellery, for hygiene reasons, once any hygiene seal is broken.
• Items that have been personalised, altered or made to order.
• Items returned without tags attached, or in a condition that prevents resale.

8. Cancelling an order

You may cancel an order at any point until the item has been prepared for shipment. To cancel, email contact@miralivia.com with your order number as soon as possible — the sooner you write, the more likely we can stop the order.

Preparation usually begins within a few hours of the order being placed, and once a parcel has been packed or handed to the carrier it cannot be recalled. If your cancellation reaches us too late, you are welcome to return the item once it arrives, under the terms of this policy.

A cancellation approved before preparation is refunded in full.

9. Returns sent without authorisation

Parcels returned to us without a prior return request, or sent to an address we did not provide, cannot be identified against an order. We are not able to refund them, and we are not responsible for items lost this way. Please always write to us first.

10. Refused and undeliverable parcels

If a parcel is refused at the door, or is returned to sender because the address supplied was incomplete or incorrect, or because it went uncollected from a pickup point, we will refund the item price less any carrier charges we incur in recovering it. Please check your delivery address carefully at checkout.

11. Exchanges

We do not operate a direct exchange service. If you need a different size or colour, return the original for a refund under this policy and place a new order for the piece you want. This is faster, and it means the size you need is not held up while the first parcel travels back to us.

12. Repeated or excessive returns

This policy is written for customers acting in good faith. We reserve the right to decline orders, refuse returns, or close an account where we identify a pattern of excessive returns, of items returned in unsellable condition, of chargebacks raised without first contacting us, or of any other use of this policy that we reasonably consider abusive.

13. Before you raise a dispute

If something has gone wrong with your order, please contact us first. Almost every problem is resolved by email within a day, and a chargeback raised before we have had the chance to help simply delays the outcome for you. We keep records of orders, correspondence, tracking and delivery confirmation, and we respond to disputes with that evidence.

14. Statutory rights

Nothing in this policy limits any right you have under applicable consumer protection law that cannot be limited by agreement, including in the province or territory where you live. Where a mandatory legal right gives you more than this policy does, that legal right prevails.

15. Changes to this policy

We may update this policy from time to time. The version in force is the one published on this page at the moment you place your order, and that is the version that governs your purchase. Changes are not applied retroactively to orders already placed.

16. Contact

Questions about a return, a cancellation or a refund: contact@miralivia.com. A person replies, usually within 24 hours, Monday to Friday. Please include your order number so we can help you on the first reply.