Return and Refund Policy
⚠ Important Notice
We do not cover the cost of return shipping for change-of-mind returns. Return postage costs are the responsibility of the customer. However, if an item is faulty, not as described, or does not conform to the contract, we will cover the cost of return in accordance with your statutory rights. All approved returns must be shipped to our central warehouse.
Your Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to cancel, you must inform us clearly before the 14-day period expires by contacting us at support@miagracelondon.com. You must then return the item within 14 days of notifying us.
For a return to be accepted under the cooling-off period, the following conditions must be met:
- The item must be unused and in its original condition.
- All original components, accessories, and packaging must be included.
- The product must show no signs of damage due to misuse or negligent handling.
- Hygiene-sensitive items must be unused and in sealed original packaging.
Please note that you may lose your right to a full refund if the item has been handled beyond what is necessary to assess its nature and characteristics. We reserve the right to make a deduction from the refund to reflect any diminished value.
Faulty or Misdescribed Items
If your item arrives damaged, faulty, or not as described, please contact us immediately at support@miagracelondon.com with photographic evidence. Under the Consumer Rights Act 2015, you are entitled to:
- A full refund within 30 days of purchase;
- A repair or replacement after 30 days; or
- A price reduction or final right to reject after a failed repair or replacement.
Return postage for faulty or misdescribed items will be covered by us.
How to Request a Return
To initiate a return, please send an email to: support@miagracelondon.com
Your email must include:
- Order number
- Reason for return
- Clear photographs (if the item is damaged or defective)
- Full name
- Complete shipping address
Please do not send any items without prior confirmation. We will provide the exact return address after reviewing your request. Returns sent without authorisation may not be accepted.
Important Shipping Information
As our products are dispatched from our international warehouse, transit times may vary. If your order has already been dispatched, you cannot cancel it in transit — please wait to receive the item and then contact us to initiate a return within your 14-day cancellation window.
Refunds
Once your return is received and inspected, we will notify you of its approval status. If approved:
- The refund will be processed within 14 days of us receiving the returned items (or proof of postage, whichever is earlier).
- The refund will be issued via the original payment method.
- For change-of-mind returns, the standard outbound delivery cost is refundable; any premium or express delivery upgrade is non-refundable.
- For faulty or misdescribed items, a full refund including all delivery costs will be issued.
Return Address
All returns must be shipped to our central warehouse. The exact address will be provided to you once your return request has been approved. Return shipping costs for change-of-mind returns are the sole responsibility of the customer.