How we ship, how returns work, and what we do with your data — written in plain English, with no small print hiding behind it. If anything here is unclear, write to us and a person will answer.
Last updated · 23 September 2026
Shipping & delivery
Mirel works with a small group of trusted production and fulfilment partners rather than holding stock in one warehouse. It keeps our prices honest and our range wide — and it means delivery takes a little longer than a next-day giant. Here is exactly what to expect.
Processing time
Orders are checked and passed to our fulfilment partner within 1–3 working days of payment. Orders placed at the weekend or on a UK bank holiday are processed on the next working day.
Delivery estimates
United Kingdom
Royal Mail tracked
5–9 working days
Ireland & European Union
Tracked, local carrier handover
7–14 working days
Rest of the world
Tracked where available
10–20 working days
These windows start the day your order is dispatched, not the day you order. They are estimates based on what our carriers normally achieve — customs checks, extreme weather and peak periods such as late November and December can add a few days.
Shipping costs
UK delivery is free on orders over £75.00, and a flat £3.95 below that. Ireland and EU delivery is £5.95, and the rest of the world £9.95. The exact cost for your address is always shown at checkout before you pay.
Orders arriving in more than one parcel
Because our items come from different partner facilities, an order with several products may arrive as separate parcels on different days, each with its own tracking number. You are never charged more than once for shipping when this happens. If one parcel arrives and another has not shown up within the delivery window above, contact us and we will chase it.
Tracking your order
You will get a confirmation email as soon as you order, and a second email with a tracking link once the parcel leaves our partner. Tracking can take 3–5 days to start updating while the parcel moves through the first leg of its journey — this is normal and does not mean it is lost.
Wrong address, failed delivery and lost parcels
Please double-check your address at checkout. If it is wrong, tell us within 12 hours and we will correct it if the parcel has not shipped.
If a parcel is returned to the carrier because the address was incorrect or nobody collected it, we will re-send it once you cover the new shipping cost.
If tracking shows no movement for 10 working days, or a parcel is confirmed lost, we will send a replacement or refund you in full — your choice.
Returns & refunds
You have 14 days from the day your order arrives to tell us you would like to return it, and a further 14 days to send it back. This is your statutory right to cancel under UK and EU consumer law, and it applies whether or not there is anything wrong with the item.
How to start a return
Email hello@mirel.com with your order number and which items you are returning.
We reply within one working day with the correct return address and instructions. Please wait for it — parcels sent back without one often go to the wrong facility.
Pack the item securely, ideally in its original packaging, and send it with a tracked service so it can be traced.
Condition
Items should come back unused, unwashed and with any tags, seals and hygiene stickers intact. We may reduce a refund to reflect handling beyond what you would do in a shop — trying a top on is fine, wearing it out is not.
Who pays return postage
If you are returning something because you changed your mind, the return postage is yours to cover. If the item arrived faulty, damaged, incorrect or not as described, we cover it — send us a photo and we will arrange the return or refund without asking you to post anything at your own cost.
Items we cannot accept back
Pierced jewellery and earrings, for hygiene reasons.
Cosmetics, skincare and personal-care items once opened or with the hygiene seal broken.
Underwear, swimwear and sweat or hygiene pads once the sealed packaging is opened.
Items made or personalised to your specification.
Anything returned to us after the 28-day window, or clearly used.
None of this affects your legal rights if an item turns out to be faulty.
Refunds
We refund within 3–5 working days of receiving and checking your return, to the original payment method. Your bank may take a further few days to show it. Refunds include the original standard shipping you paid; express upgrades are not refunded unless the item was faulty.
Faulty or damaged on arrival
Tell us within 14 days of delivery, with a photo of the item and the packaging. We will send a replacement or refund you in full, including postage, and we will not ask you to pay to put it right.
Cancellations & changes
Orders go to our fulfilment partner quickly, so the window to change one is short — but we will always try.
Within 12 hours of ordering: email us and we can usually change the size, colour, address or cancel the order outright, free of charge.
After dispatch: the order cannot be stopped. You can still refuse delivery or use your 14-day right to cancel once it arrives, as described above.
Out of stock: if a partner cannot fulfil an item after you have paid, we will tell you, offer an alternative, and refund that item in full if you would rather not wait.
Cancellation requests are best sent by email to hello@mirel.com with your order number in the subject line, so they reach us in the right queue.
Payments, tax & duties
All prices on Mirel are shown in GBP and include UK VAT where it applies. Payment is taken at checkout, and your card details never touch our servers — they go straight to our payment provider over an encrypted connection.
Accepted payment methods
Customs duties and import charges
Orders shipped outside the UK may attract import duties or local sales tax, set by the destination country and outside our control. Where these are not collected at checkout, they are payable by you on delivery. We declare every parcel accurately and legally — we cannot mark an order as a gift or understate its value.
Pricing and availability
We do our best to keep prices, stock and descriptions accurate. If an obvious pricing error slips through, we will contact you before dispatch and you can confirm at the correct price or cancel for a full refund. Colours can look slightly different between screens and in natural light.
Privacy
We collect the minimum we need to send you what you ordered and to run the shop properly. We do not sell your personal data — to anyone, ever.
What we collect
Order details: your name, email, delivery and billing address, phone number and what you bought.
Payment data: handled by our payment providers. We see only the outcome and the last four digits, never the full card number.
Marketing data: your email address, if you choose to subscribe.
Usage data: pages viewed, device and approximate location, collected through cookies to keep the site working and improve it.
Who we share it with
Only the parties needed to complete your order and run the store: our ecommerce platform (Shopify), our payment providers, our fulfilment partners and their shipping carriers, our email marketing platform, and our analytics provider. Each acts on our instructions under a data-processing agreement.
Because some fulfilment partners operate outside the UK and EEA, your delivery details may be transferred abroad. Where that happens we rely on the UK International Data Transfer Agreement or the EU Standard Contractual Clauses to keep your data protected to the same standard.
How long we keep it
Order records are kept for seven years to meet UK tax and accounting rules. Marketing data is kept until you unsubscribe. Analytics data is retained for up to 26 months.
Your rights
Under the UK GDPR and EU GDPR you can ask us to give you a copy of your data, correct it, delete it, restrict how we use it, or stop using it for marketing. Email hello@mirel.com and we will respond within 30 days. If you are not satisfied, you can complain to the UK Information Commissioner's Office (ico.org.uk) or your local data protection authority.
Cookies
Cookies are small files stored by your browser. We use three kinds:
Essential: keep your bag, your session and the checkout working. These cannot be switched off.
Analytics: tell us anonymously which pages and products people actually use, so we can improve them.
Marketing: let us measure our advertising and show relevant products. Only set with your consent.
You can accept or decline the non-essential ones when you first visit, change your mind at any time through your browser settings, and delete cookies already stored. Declining them will not stop you from shopping.
Terms of service
By using this website and placing an order you agree to the terms below, alongside the shipping, returns and privacy sections above.
Orders and acceptance
Your order is an offer to buy. A contract forms when we send you a dispatch confirmation. We may decline an order — for example where an item is unavailable, a pricing error has occurred, or we suspect fraud — and if we do, we refund you in full.
Using the site
You must be at least 18, or have permission from a parent or guardian, to place an order.
Please keep your account details accurate and your password to yourself.
All text, imagery and design on this site belong to Mirel or our licensors and may not be reused commercially without written permission.
Product information
Our products are consumer goods for personal use, and nothing on this site is medical advice. Beauty devices and personal-care items should be used as directed on their instructions; if you are pregnant, have a skin condition or a medical implant, speak to a healthcare professional before using them.
Liability
We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not liable for delays caused by events outside our reasonable control, such as carrier disruption or customs holds. Nothing here limits our liability for death or personal injury caused by negligence, for fraud, or for your statutory rights as a consumer.
Governing law
These terms are governed by the laws of England and Wales, and disputes fall to the courts of England and Wales. If you live elsewhere in the UK or EU, you keep the protection of your local consumer law.
Changes to these policies
We may update these policies as the shop grows. The version published here when you place your order is the one that applies to it, and the date at the top always shows the latest revision.
Contact us
Questions about an order, a return or your data all go to the same place, and a real person answers.
Customer care
hello@mirel.com
We reply within one working day, Monday to Friday, 9am–5pm UK time. Please include your order number so we can find you quickly.