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FAQs

If you have a question that you would like to submit please email info@mistral-online.com.

Can I use discount codes on sale items?

No, unless it states otherwise, discount codes are only valid on full price items.

Why can't I claim my free jute bag?

To claim your free bag, you need to spend £75 or more on full priced items, and then add the bag, in the colour of your choice, to your shopping cart. If you qualify, the cost of the bag will be deducted from the total of your order.

I have a voucher/credit note from a store which is now closed. What can I do?

You can use these at your nearest Mistral store or we can convert them for online use. Please contact head office on 01249 819258 or email info@mistral-online.com and someone will be very happy to help you.

 Can I return any unwanted items via a store?

Yes you can return to any Mistral store ( not stockist). The store can exchange or issue a credit note, but cannot give a refund. However they can return the goods to Head Office for refund, saving you the cost of postage.

What are the cut off times for express delivery?

Orders placed before 2pm Monday to Friday will be despatched same day on a 24 hour service. However we cannot guarantee Saturday deliveries.

Why am I being charged postage when my order is over £60 and you offer free UK postage on orders over £60?

This happens when the net total of your order excluding postage is under £75. The net total of your order needs to be over £60 and the postage will then be automatically deducted.


Why don't we offer more styles in a size 18?

Good news, we have taken all your comments on board! Look out for leggings, shirts, longer skirts and tunics in a size 18. Dresses and knitwear are already available in sizes 8 to 18.

Why can't I use the funds in my e-wallet?

Ewallet funds will show once you click the pay button. It may also be because you are paying by Paypal. Please pay using a credit card, or complete the purchase and email info@mistral-online.com and we will refund the amount in your ewallet.

Why isn't my user name and password recognised on the new site?

You will need to re-register your details - it only takes a few seconds. A new password will be emailed to you so that you can log in to your new account. You can then reset your password to one of your choice.

Why do I have to re-register on your new website?

Due to data protection we were unable to copy data across. Registration is quick and simple and we hope that you love our new website.

How do I return an item?

Log into your account and find the relevant order under the Order History tab. Here you can print off a returns label to enclose with your parcel. You can return goods to our Head Office or any Mistral store. Stores cannot give refunds but they will act as a Post Office and save you the cost of any returns.

How much do you charge for delivery?

Click here to read all about delivery and returns.

I love your designs - where do the ideas come from?

All our products are designed in our office in Calne in Wiltshire. The design team works really hard to bring new styles, colours and prints season after season.

Can I order over the phone?

Yes, you can call 01249 823901 - Monday - Friday 9am -5pm.