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Refunds & Returns
To help us to reprocess any returns promptly and efficiently, if you need to return something please email firstname.lastname@example.org, stating your name, the order number (or the order reference number from the delivery note) and a brief reason for the return so that we can process your return as efficiently as possible.
Please also ensure that your name and address information plus the missimo.com order number are included with the goods, along with clear instructions regarding any exchange or refund. Further information can be found below left. Contact details can be found below right.
July 2010: with regard to recent reports in the press regarding some online retailers not complying with EU law; please note Missimo.com does already comply with DSR regarding delivery charges for cancelled orders (see below).
Cancellations and Returns
You may cancel any order made on the website before the goods are dispatched from the warehouse. To cancel pre-despatch, please telephone Customer Service between 9.30 a.m and 4.00 p.m (UK time) Monday to Friday, on 0115 9842222 (0044 115 9842222) stating your name and order number as well as the delivery address. Please bear in mind that on weekdays orders are processed very quickly. We aim to despatch goods the same day or the next working day and the parcels leave between 2 and 3 p.m. Therefore if an order is to be cancelled before despatch you will need to telephone as soon as possible. (Weekend orders can be cancelled on the following Monday morning). There is no cost for cancellation before despatch.
2) Cancellation under DSR:
Under EU Law, UK and EU customers may also cancel a website or telephone order for a full refund within 7 working days of receipt (under the EU Distance Selling Regulations - DSR - this is your 'Cooling Off period'). However you will bear the cost of returning the cancelled order to us. If you wish to cancel your order under DSR, you MUST inform us in writing - by email (email@example.com) - or by letter - so that we can log and process the cancellation.
The address for order cancellations is:
c/o BCI Ltd
Wheatcroft Business Park
Items simply returned to the PO box address without prior notice of cancellation will be treated as a return (see below) and may take up to 4 weeks to process
Distance selling regulations apply to UK and EU orders placed on the website or over the phone; they do not apply to items bought from missimo.com concessions or from a show. If you have a problem with something that you purchased from a concession, please contact the store that you purchased the item from. If you have a problem with something that you purchased from a missimo.com stand at a show please email firstname.lastname@example.org or telephone us on 0115 9842222.
3) Other Returns:
If anything that you bought from the website is simply unsuitable or you need to exchange it, we will still accept returns within 30 days of receipt of the product but we are unable to refund any P&P costs already charged and you will be responsible for the costs of mailing the product back to our warehouse. Please email us to make your return arrangements
We respectfully remind customers that we cannot accept cancellation, exchange or return of any products that show signs of being worn, soiled, laundered or damaged. We inspect all returned items. If we find that product has been used or damaged on return, you will also be liable for that cost.
All credits will be issued within 30 days of the cancellation or return.
When returning items to missimo.com at your own cost, you as sender will be responsible for ensuring items are returned in an appropriate manner. Please obtain a receipt for the appropriate level of cover such as a Royal Mail Certificate of Posting (UK only, insured up to £39) or by using Recorded Delivery or International mail with signature. Missimo.com is not responsible for returns that go missing in transit or are sent to the wrong address.
Your statutory rights are not affected.
Note for orders placed from outside the UK: Orders placed from outside the UK Mainland may be expensive to return if unsuitable and customers should take the time to read all the style details that are provided in the full description underneath any items that you click on, before purchasing.
For your convenience, an explanation of any terms used in the descriptions is provided in the Glossary on the ‘Help-FAQ’ page, along with basic sizing information.
Please email email@example.com if you would like any further information about any product on our website.
The default returns address is:
Unit 5 Wheatcroft Business Park
(Returns sent to this address without prior notification may take up to 4 weeks to process.)
Contact details for returns
Email - firstname.lastname@example.org
Via this website, click the 'Contact Us' button at the bottom of the screen
Telephone - Customer Services 0115 9842222 (0044 115 9842222)
Office hours are Monday to Friday 9.30 a.m-4.00 p.m
(Except UK Bank Holidays)
Damaged, faulty or incorrect items
Please contact missimo.com by email or by phone during office hours, or by using the 'Contact Us' button on this website, stating your name, the order number (or the order reference number from the delivery note) and a brief reason for return and we will give you the appropriate address and instructions
Missimo.com contact details are at the top of this section.
If product has been damaged during delivery please inform missimo.com within 3 working days by email or phone, stating when the product was delivered and the source of the damage.
If goods are damaged on delivery you can refuse to accept the delivery.
After delivery if you notice the goods are damaged, missimo.com will then arrange to have the goods returned at our cost within 3-7 working days.
On receipt of the damaged goods we will despatch new product within 3-7 working days of the product being available in our warehouse, free of charge.
If the replacement for faulty or damaged product is required urgently, please contact us during office hours and we will try to rush a replacement item through for you.
During the whole process we will keep you informed on status.
If, for whatever reason, you would rather have product refunded rather than replaced, please make this clear when returning the item.
All credits will be made within 30 days.
Replacements will only be made upon the damaged product not the entire delivery.
If any item is simply unsuitable, does not fit, you would like to exchange or return it, you do not like it or you have changed your mind, please refer to the section on the left, Cancellations and Returns.
Your statutory rights are not affected.