Shipping and refund policy

Return Policy and Right of Withdrawal


PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS, FEES WILL APPLY.


Returns:


Is it possible to return my order? Yes, it is possible.


If you are not satisfied with the ordered goods, you have the option to return them within 30 days of receiving the order.


In this case, the order must meet the following conditions:

 

  1. The order still contains all relevant parts, components, and the packaging is exactly as it arrived with the product.

  2. The product has been handled properly; breakage due to careless handling is excluded.

  3. Products where hygiene is an important factor must be thoroughly cleaned before returning.

  4. The product must be reported as defective immediately upon receipt.

  5. We reserve the right to charge the customer for shipping costs.

  6. A return must be processed within 7 business days and, if the conditions are met, will be officially confirmed within this period.

 


*We reserve the right to reject the return of goods if we suspect the items have been used or damaged without our fault.


How can I return my order?


If your order meets the above conditions, you must do the following to initiate the return process:

 

  • Send an email to: info@mirelletoronto.com

 


Please make sure your email includes the following information:


Order number

Reason for the return request

Photo of the product in case of damage

First name + Last name of the customer

Customer address


We will then contact you and provide the return address.


Never send the return to the sender’s address. We will give you the correct address once you request it. You, as the customer, are responsible for the cost of returning the product.


ATTENTION:


In our online store, we place great importance on customer satisfaction and therefore provide a detailed size chart for each of our products. However, we reserve the right to reject return requests based on incorrect size selection. Please read the size charts carefully to ensure you order the correct size. Returns due to incorrect size selection cannot be accepted. Such returns do not align with our commitment to reducing our ecological footprint and generate unnecessary CO2 emissions. We aim to do our part to reduce our impact on the world and avoid unnecessary orders and returns. Our goal is to provide you with an optimal shopping experience while protecting the environment.


CANCELLATIONS


You have the right to withdraw from this contract under the following conditions, if you are a consumer, meaning a natural person who is acting for purposes which are outside their trade, business or profession:


A. CANCELLATION POLICY


Right of Withdrawal


You have the right to withdraw from this contract within 30 days from the day you or a third party named by you, who is not the carrier, receives the final item of the order.


As we operate with a fully automated system, orders are processed immediately after being placed. Therefore, we cannot interrupt the shipping process until delivery is complete, and refunds are only possible upon receipt of the goods.


To exercise your right of withdrawal, you must inform us via a clear statement (e.g. by email) of your decision to cancel this contract. The withdrawal becomes effective once we have received the goods. The cost of returning the goods is the responsibility of the buyer.


Shipping Proof for Returns


Since our goods are shipped from Asia, delivery times may be longer, which is beyond our control. If the goods are already on their way to you, a cancellation is not possible. Please wait until you receive the items and then return them to us. You are, of course, welcome to inform us of your intent to cancel in advance.


To ensure the fastest possible return process, we kindly ask you to send us a delivery confirmation.


Effects of Withdrawal


If you withdraw from this contract, we will refund all payments we have received from you, excluding the delivery costs (except for the additional costs arising if you chose a delivery method other than the cheapest standard delivery we offer), without delay and at the latest within fourteen days from the day on which we receive your notice of cancellation and the returned goods. We will use the same payment method you used in the original transaction for the refund unless we have expressly agreed otherwise with you. You will not be charged any fees for the refund.


Please note that products purchased at a significantly reduced price cannot be exchanged. We want to ensure your satisfaction with your purchase. Therefore, in such cases, we only offer store credit vouchers that cover the full purchase amount. Unfortunately, we cannot offer refunds in these cases.


Please also be aware that sizes in our size charts may vary by 1–3 cm. Additionally, product images may differ slightly from the ordered and delivered items. In both cases, we reserve the right, in the event of a customer complaint, to offer a voucher or a refund of up to 15% of the purchase amount.


We are confident that you will find exactly what you’re looking for in our exclusive selection of clothing, accessories, and shoes. Our team is constantly working to bring you the latest trends and highest-quality products.


ALL RETURNS MUST BE SENT AT THE CUSTOMER’S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.