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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 log into your account and find the relevant order under Order History. Scroll down, click on "return an item" and print off & complete your returns form.  Alternatively click on the returns form & label link at the bottom of this page and print or complete the returns form sent with your parcel. Please note that our returns are not free.

 

Returns during COVID-19

We have extended our returns policy for the festive period! Any order placed on or after Thursday 5th November until the 24th December now have 1 month to return your items for a full refund (sale items are exchange only). Outside of this period, we have a 14-day returns policy for a full refund. Up to 2 months outside this period we will add the funds to your online e-wallet. Your statutory rights are not affected. 

All items must be returned to us unworn, with original tagging and returns form. If your item is faulty please see our policy below.

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 c/o Torque, Wortley Moor Road, Wortley, Leeds. LS12 4JH 

 

We will refund you as quickly as we can, but during the current pandemic we please allow up to 4 weeks from the return of your parcel for the refund to be processed. 

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

 

Online Returns via Stores

From the 5th November, our stores will be temporarily closed to abide with government guidelines in England. Any online orders made from this date until the 24th December have 1 month from the purchase date to return via post or to our stores.

You can also return your online purchases via any Mistral store when they reopen. Stores cannot issue a refund/exchange, 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

Due to an influx in order, we are currently not issuing exchanges. If you would like to purchase another size, please do so and return your original garment to us for a refund. Thank you.


Tights, Jewellery and Face Masks

Due to hygiene reasons, we cannot except returns of any jewellery, tights or face masks unless faulty. We're sorry for any inconvenience.

 

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

 

Item not as appeared on web

At Mistral we try our best to represent our garments correctly, however due to the nature of image compression and colour settings on different devices there may be a slight colour deviation on some garment photographs. If you have any colour queries, please don't hesitate to contact us at info@mistral-online.com.

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