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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.

Send the item/s back to us, unworn and in the original condition, complete with tags, packaging, and proof of purchase within 14 days of the date of dispatch, 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.

 

Free returns via store

You can also return your online purchases via any Mistral store. 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

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 size to you. We do not charge outward UK postage on exchanges (we are unfortunately unable to offer oversea exchanges).

 

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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