1. Cancelling Before or After Shipping

Not yet shipped: Email reception@mirvely.com with your order number and we will cancel it and issue a full refund promptly.

Already shipped: Once your beauty order is on its way, cancellation is no longer possible. However, you are welcome to return it upon arrival following the process outlined below.

2. Your Right of Withdrawal (EU Customers)

As an EU customer, you have the right to withdraw from your purchase within 14 days of receiving your order — no reason required. This right is guaranteed under EU consumer law. The 14-day window begins the day you (or a person you designate) receive the goods, or the last item if your order arrived in multiple parcels.

3. What Cannot Be Returned

For hygiene and safety reasons, the following beauty items are non-returnable:

• Personalized or custom-formulated products.
• Hygiene-sealed cosmetics (such as foundations, lip products, or skincare) that have been opened after delivery.

4. Return Conditions & Timing

You have 14 days from delivery to notify us of your intent to return, followed by a further 14 days to ship the item back. All returned beauty products must be unused, in their original condition, with seals intact and original packaging preserved wherever possible.

5. How to Return an Item

Step 1 – Contact us: Email us with your order number, the item(s) you wish to return, and your reason for returning.

Step 2 – Pack securely: Use the original packaging if available, keep all seals and tags attached, and pack carefully to prevent transit damage to your cosmetics.

Step 3 – Ship it back: Our support team will confirm the correct return address when you contact reception@mirvely.com, as return logistics may vary by product. Please use a tracked shipping method and share the tracking number with us. Retain any customs documentation, as our return facility may be located outside the EU.

6. Who Pays for Return Shipping

Return shipping costs are the customer's responsibility. We refund the product price plus your original standard shipping fee (if applicable) — unless the item was faulty or incorrectly sent, in which case we cover all return costs.

7. Getting Your Refund

We inspect all returned beauty items within 72 hours of receipt. Once approved, refunds are issued to your original payment method within 14 business days (bank processing times may vary).

If your refund hasn't appeared, please check with your bank first — processing times differ between institutions. Then reach out to reception@mirvely.com with your refund confirmation email.

8. Damaged, Incorrect, or Faulty Items & Exchanges

If your beauty product arrives damaged, incorrect, or defective, contact us within 7 days of delivery at reception@mirvely.com with your order number, clear photos, and a brief description. We aim to resolve all such cases within 48 hours — offering either a full refund (including shipping) or a complimentary replacement with a prepaid return label.

We do not offer direct exchanges. If you would like a different shade, formula, or size, please return the original item for a refund and place a new order.

Need to start a return? Email reception@mirvely.com with your order number and our beauty support team will guide you through every step.