Returns Policy

We do hope that you love your new Mistral online purchase. However, don’t worry if you are not 100% happy. You are protected by Consumer Contracts Regulations and we have made it as easy as possible to exchange or return your order.  Simply click on the returns form & label link at the bottom of this page and print. Alternatively, complete the returns form sent with your parcel.

Send the item back to us, unworn and in its original condition, complete with tags, packaging, and proof of purchase within 14 days of the date of receipt, or date you notified us that you wish to cancel for an exchange or refund. Outside of this period, up to 28 days we will add funds to your online e-wallet. Your statutory rights are not affected. We recommend that you obtain a proof of postage from the Post Office as we cannot be held responsible for goods lost in transit (your statutory rights are not affected).  In the unlikely event that we do not receive your returns parcel, we will need a copy of this to deal with any refund or exchange.

Please return to Mistral Online Ltd, Beversbrook Industrial Estate, Redman Rd, Calne, Wiltshire, SN11 9PL. 

We refund you as quickly as we can, but please allow 7-10 days from the return of your parcel for the refund to be processed.  If your return has been to store, for a web order, please allow up to 14 days for the refund to be processed. 

Please note that for hygiene reasons we cannot accept returns of earrings or tights unless faulty.

You can also return your online purchases via any Mistral store. Stores cannot issue a refund, but they can return them to us at Head Office where the refund will be given – saving you the cost of return postage.

If returning via one of our stores please return with a copy of your online invoice and ask for a receipt for your goods.

Exchanges

If you require an exchange for a different size, please complete the returns form with details of the item you would like. Send the form and items back to us in unworn and original condition within 14 days and we will send the new item to you. We do not charge outward UK postage on exchanges. You can also exchange in store. Please note that we do not pay for return postage on exchanges from overseas.

Returns

If you wish to return an item to us for a refund, please click on the link at the bottom of this page and complete the returns or alternatively use the returns form enclosed in your parcel.  We do not offer free returns. 

Send the item to us, with the form or return via a Mistral store. Items must be returned unworn, in their original condition and with proof of purchase,  you have 14 days from the day following delivery to tell us if you wish to cancel the contract. You have 14 days from the date you cancel to return the goods to us. The earlier you return the goods to us, the more quickly we can process your refund or replacement. Please allow up to 14 working days from receipt for us to process your refund. We strongly advise overseas customers to track any returns as we cannot be responsible if these do not reach us.

Faulty items

Mistral takes pride in ensuring that our garments leave our warehouse in perfect condition, but occasionally things do sometimes go wrong. We are then as disappointed as you are.

If one of your items is faulty please call customer services on 01249 823901 or email info@mistral-online.com and we will be able to advise you on how to return your faulty goods. We regret that we cannot refund returns postage, but will supply a postage paid label so that you can return a faulty item free of charge. Please be aware that faulty goods must be returned for a refund within 30 days of the date of purchase (2015 Consumer Rights Act).

Wrong item received or part of your order is missing

If you think you’ve received the wrong item or part of your order is missing then please contact our Customer Service Team on +44(0) 1249 823901 or email info@mistral-online.com

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