Terms of Service

Miella Collection Limited | Last updated: June 2026

 

1. Who We Are & How to Contact Us

 

Who we are. We are Miella Collection Limited (company number 16617448), trading as 'Miella Collection'. Our registered office is at Suite 2, 101 Lower Anchor Street, Chelmsford, England, CM2 0AU.

 

How to contact us. You can contact us at hello@miellacollection.com.

 

How we may contact you. If we have to contact you, we will send an email to the email address you provided to us when placing your order online.

2. General Information

 

We don't give business customers all the same rights as consumers. For example, business customers can't cancel their orders, they have different rights where there is a problem with a product, and we don't compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You're a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you're an individual.

 

When you buy from us you are agreeing that:

 

• We only accept orders when we dispatch them.
• Sometimes we reject orders.
• We charge you when you order.
• We charge interest on late payments.
• We pass on increases in VAT.
• We're not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• You're responsible for making sure you buy the correct size of clothing based on your measurements.
• If you are a consumer and you bought online, you have a legal right to change your mind.
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don't compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice (available on our website).
• You have several options for resolving disputes with us.
• Other important terms apply to our contract (as set out in these terms).

 

If you're a business customer this is our entire agreement with you. If you're a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Agreement.

 

3. How to Place an Order

 

How you can place an order. Orders are placed through our website. Once you have added the product(s) you would like to your basket, you will go through our checkout procedure where you'll need to enter your contact details, delivery and billing information. Please make sure you check all of this information is correct before confirming. When you place an order you're making an offer to buy from us the products you have specified at the price stated for those products. At this stage there is not a binding contract between you and us.

 

Acknowledging your order. We'll acknowledge your order to confirm that we've received it. The confirmation will provide details of what you have ordered, the price that will be charged, and estimated dispatch and delivery information. At this stage there will not be a binding contract between you and us.

 

Acceptance of your order. We'll contact you by email to let you know when the products have been dispatched. This communication will be our acceptance of your order (Order Acceptance). At the time the Order Acceptance is sent by us there will be a binding contract between you and us. The Order Acceptance will only cover the products mentioned in it and may not cover all the products you ordered.

 

Restrictions on placing orders. To order our products, you must be at least 18 years old and be authorised to use the payment method which you use to pay for the products you order. If you are under 18, you may place an order only with involvement of a parent or guardian.

 

4. Your Rights to Cancel Your Order

 

If you're a consumer and you bought online, you have a legal right to change your mind.

 

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

 

Your legal rights:
• 14 days to change your mind (online sales only)
• You pay costs of return

 

When you can't change your mind. You can't change your mind about an order for:
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• products which have had their tags removed following delivery; or
• products which you have clearly worn following delivery, regardless of whether or not the tags remain attached to the item.

 

The deadline for changing your mind. If you change your mind about a product, you must let us know no later than 14 days after the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day we deliver the last product.

 

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: returns@miellacollection.com.

 

5. Our Rights to Cancel Your Order

 

Sometimes we reject orders. Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

 

Fraud prevention. We reserve the right to refuse, cancel or limit any order where we suspect fraudulent activity, unauthorised transactions or breaches of these terms.

 

We can suspend the supply of a product (and you have rights if we do). We do this to:
• deal with problems or make minor changes;
• update the product to reflect changes in relevant laws and regulatory requirements;
• make changes to the product (see 'We can change products').

 

If we suspend the supply of a product, we'll let you know where you have already placed an order for that product. In these circumstances, we may adjust the price and may also allow you to terminate. If we suspend supply, or tell you we're going to suspend supply, for more than 2 weeks, you can contact us at hello@miellacollection.com to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

 

6. Our Products

 

Information on our products. You can find everything you need to know about us, Miella Collection, and our products on our website before you order. We also confirm the key information to you in writing by email after you order.

 

Products can vary slightly from their pictures. A product's true colour may not exactly match that shown on your device or in our marketing. Because many of our products are hand finished, all sizes, weights, capacities, dimensions and measurements indicated on our website may vary by up to 5%. Slight variations in sizing, colour, finish and detailing may also occur.

 

We can change products. We can always change a product (where it has not already been purchased) to reflect changes in relevant laws and regulatory requirements, or to make minor adjustments and improvements, including stylistic changes.

 

We can withdraw products. We can stop providing a product. We will refund any sums you've paid in advance for products which won't be provided.

 

7. Price and Payment

 

Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take care to ensure that the price of the product advised to you is correct.

 

We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

 

We may change the price of our products. When this happens, we'll update the prices on our website. If you placed your order before the price change, the price will be as stated on our website at the time when you placed your order.

 

What happens if we get the price wrong. If we accept and process your order where a pricing error is obvious and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

 

When you must pay and how you must pay. We accept payment by Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. We charge you when you order. You will own the goods once we have received payment in full.

 

Discount codes. From time to time we may offer promotional discount codes. Discount codes are non-transferable, have no cash value, and cannot be combined with any other offer. We reserve the right to withdraw, amend or expire discount codes at any time without notice.

 

If you are a business customer you have no set-off rights. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

 

We charge interest on late payments. If we're unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment.

 

8. Delivery

 

Delivery destination. We deliver to the United Kingdom, United States, Switzerland, Norway, and the following European countries: Austria, Belgium, Bulgaria, Croatia, Czechia, Estonia, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Romania, Slovakia, Slovenia, Spain. For all other destinations, please proceed to checkout to view available delivery options for your region.

 

Delivery costs - UK. UK orders are dispatched via Royal Mail Express (1–2 working days). Shipping is complimentary on orders over £250; a £5 fee applies to orders under £250.

 

Delivery costs - International. International orders typically arrive within 5-10 working days. Shipping fees are as follows:
• United States - $20 (local sales taxes may still apply)
• Switzerland - 15 CHF
• Norway - 150 NOK
• Europe (selected countries as listed above) - €15

 

Duties and taxes vary by destination. For the following countries, duties and taxes are included in the shipping fee (DDP): Switzerland, Norway, and Europe (selected countries as listed above). For United States orders, duties are included however please note that local sales taxes may still apply. For all other destinations, local taxes and customs duties are not included in the price and may be payable upon delivery. Please refer to our Shipping Policy for full details.

 

When we will provide the products. When we deliver the products to you will depend on the delivery method you select during the order process. If you are buying products during promotional periods, it may take a little longer for our products to be delivered to you.

 

If you are not available when the product is delivered. If no one is able to take delivery and the products cannot be posted through your letterbox or left in a safe place, the courier will notify you of the delivery attempt and tell you how to rearrange delivery or collection.

 

We're not responsible for delays outside our control. If our supply of your product is delayed by an event outside our control, including but not limited to manufacture error or delay, postal errors, or pandemic, we'll contact you as soon as possible. If the delay is likely to be substantial you can contact us at hello@miellacollection.com to end the contract and receive a refund for any products paid for but not received.

 

We may charge you if you don't give us information we need. We may charge you additional sums if you don't give us information we've asked for about how we can deliver the products.

 

9. Returns Procedure and Refunds

 

You have to return the product at your own cost. You are responsible for returning the products to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods. To make a return, you must:
• Contact our Customer Service Team: returns@miellacollection.com. You'll need proof of purchase and the card you paid with.
• Full return instructions will be provided, and items should be sent to: Miella Collection, Unit 2, Sevenoaks Enterprise Centre, Bat and Ball Rd, Sevenoaks, Kent TN14 5LJ.

 

We strongly recommend that you retain a receipt or other evidence from the delivery service that proves you've sent the product and when you sent it. If you don't do this and we don't receive the goods at all, or within a reasonable time, we won't refund you the price.

 

We only refund standard delivery costs. We do not refund any additional amount paid for express delivery, next-day delivery, or delivery at a specific time.

 

We may refuse or reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we may refuse to provide you with a refund or reduce your refund to compensate us for its reduced value. For example, if the product's condition is not "as new", price tags have been removed, or accessories are missing.

 

When and how we refund you. Where you have changed your mind and already paid for the goods, but we've not yet delivered them, we'll refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don't charge a fee for the refund.

 

10. Your Rights to End the Contract

 

Tell us you want to end the contract. If there's something wrong with your product, please let us know by contacting our Customer Service Team at hello@miellacollection.com.

 

Return the product to us. If you end the contract for any reason after products have been sent to you or you've received them, you must return them to us following our Returns procedure and refunds.

 

Your rights if you're a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

 

Summary of your key legal rights

 

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
• Up to 30 days: if your goods are faulty, you can get a refund.
• Up to six months: if your goods can't be repaired or replaced, you're entitled to a full refund in most cases.
• Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back.

 

Your rights if you are a business. We warrant that on delivery, and for a period of 12 months from the date of delivery, any products shall: conform in all material respects with their description; be free from material defects in design, material and workmanship; be of satisfactory quality; and be fit for any purpose held out by us.

 

Your remedies if you are a business. We shall, at our option, repair or replace the defective product, or refund the price of the defective product in full. This will be your only remedy for breach of the warranty.

 

Exceptions to business customers' warranty. We'll not be liable for a product's failure to comply with the warranty if: you make further use of the product after telling us it is non-compliant; the defect arises because you failed to follow our instructions; you alter or repair the product without our written consent; or the defect arises because of fair wear and tear, wilful damage, or negligence.

 

11. Responsibility for Loss

 

We don't compensate you for all losses caused by us or our products.

 

Our liability to consumers. We're not responsible for losses you suffer caused by us breaking this contract unless the loss is: unexpected (unforeseeable); caused by a delaying event outside our control; or avoidable by taking reasonable action (for example, damage you could have avoided by following our care instructions).

 

Our liability to businesses. If you're a business, we shall not be liable to you for any loss of profit, or any indirect or consequential loss arising in connection with any contract between us. Our total liability to you for all other losses shall be limited to the total price paid by you under the relevant contract.

 

Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; defective products under the Consumer Protection Act 1987; or any matter in respect of which it would be unlawful for us to exclude or restrict liability.

 

No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.

 

12. Our Rights to End the Contract

 

We can end our contract with you for a product and claim any compensation due to us if:
• you don't make any payment to us when it's due and you still don't make payment within two days of our reminding you; or
• you don't, within a reasonable time, either allow us to deliver the product or collect it at the delivery address you gave us.

 

13. Intellectual Property

 

All content on this website, including text, images, logos, product designs, graphics and branding, is owned by or licensed to Miella Collection Limited and may not be copied, reproduced or used without our prior written permission.

 

14. Governing Law

 

These terms are governed by English law. Any disputes arising from these terms or your purchase will be subject to the exclusive jurisdiction of the courts of England and Wales.