OUR BUSINESS POLICY

Here is our complete, polished, professionally formatted business policy applicable to Collective retailers joining us through Shopify Collective App.

Mira Sales – Retailer Shipping, Payment & Operations Policy

(For Shopify Collective Retailer Partners)

1. Shipping & Processing Times

Shipping is calculated at checkout, and retailers will have several shipping options including Royal Mail, DHL, Evri, DPD, UPS Express, and more.
Standard processing time is 1–2 working days.
Some products may require additional time, with lead times of 3–5 days depending on stock availability.
All shipments come with 100% tracking details.
No compensation will be provided for delays caused by carriers, customs, peak seasons, or other circumstances outside our direct control.
Your cooperation and patience are highly appreciated.

2. Approximate UK Shipping Times

(Actual delivery times may vary depending on destination and customs clearance.)

Royal Mail: 4–9 business days
DPD Express: 4–12 business days
DPD Standard: 9–22 business days
DHL Express: 4–8 business days
UPS Express: 8–17 business days

We always aim to deliver faster whenever possible.

International Shipping Times & Requirements

International shipping times are automatically calculated at checkout for your customer and will vary depending on the destination country and the shipping method selected.
Delivery estimates shown at checkout are provided directly through our integrated shipping system.
In some countries, we may be required to request a Tax Identification Number (Tax Code) or similar documentation from the customer to comply with local customs regulations.
These requirements apply only in specific countries where customs authorities mandate such information.
Failure to provide the required tax code, when applicable, may result in delays, returns, or additional customs charges, which are the customer’s responsibility.

Shipping Data Display on Your Website

The shipping data shown on your website will be automatically displayed if you have enabled our integrated shipping program.
This means that shipping rates, estimated delivery times, and available carriers are fetched directly from our system into your Shopify store through the Collective integration.
This ensures your customers always receive accurate, real-time shipping information at checkout.
If you have not yet integrated the shipping program, please contact our Support Team, and we will assist you in configuring it correctly on your store.

3. Customs & Duties

It is the customer’s responsibility to clear customs and pay any applicable customs fees, taxes, or duties.
If the customer refuses to pay, the parcel may either be returned to us or disposed of by customs.
If the parcel is returned to us, we will only refund the product amount, not shipping charges.
Customs may hold parcels longer than expected. No compensation will be provided for such delays.
Customs charges may sometimes be unexpectedly high. It is the customer’s responsibility to check local customs regulations before purchasing.

4. Delivery Confirmation & Non-Delivery Claims

If the carrier tracking shows “Delivered”, but the buyer claims non-delivery, we rely solely on the carrier’s official tracking data.
We will support the retailer in resolving the issue with the buyer, but no claim will be accepted unless there is official conflicting evidence.
The customer must contact their local shipping company and request a Non-Delivery Receipt (or equivalent document) if available in their region.
Without official proof from the carrier contradicting the delivery status, no refund or compensation can be provided.

5. Missed Deliveries & Return-to-Sender Parcels

If delivery is attempted and no one is available, carriers may redirect the parcel to a local pickup point or depot.
It is the customer’s responsibility to collect the parcel or contact the carrier for redelivery.
If the parcel is not collected and is returned to us, we will only refund the product amount, not the shipping cost.
Refunds are only processed after our warehouse confirms receipt of the returned parcel.

6. Returns & Refunds

a. Damaged or Defective Items

Customer must provide clear images or video evidence.
Once approved, returns must be sent to our China warehouse via:
👉 https://www.mirasales.com/apps/yanet-return
After the return is received and inspected, we will offer a refund or replacement.
Replacements depend on product availability.

b. Change of Mind Returns

If a customer simply changes their mind or dislikes the item after receiving it, the return must be sent to our China warehouse.
Refunds will cover the product amount only, not shipping.

c. Returns Window

Returns must be requested within 14 days of delivery.
After 14 days, the return is outside the allowable window, but we will still assist the retailer in addressing the customer’s concerns where possible.

d. Items Damaged During Return Transit

If the item being returned by your customer arrives damaged while in transit back to our warehouse, we will notify you immediately with photo/video evidence.
However, we cannot accept any claim for a refund or replacement in such cases, as the damage occurred due to the return carrier or improper packaging by the customer.
It is the customer’s responsibility to ensure the item is packaged securely and returned using a reliable method to avoid transit damage.

7. Product Warranty

No warranty is provided unless:
- stated explicitly on the product page, or
- offered by the manufacturer/brand.
All warranty claims follow the rules set by the manufacturer, not Mira Sales.

8. Payment Policy

Payments are processed automatically according to your Shopify Collective settings.
Retailers must ensure these settings are correctly configured.

9. Order Cancellations

Some orders may need to be cancelled due to reasons outside our direct control, as we rely on private agents for sourcing.
Stock displayed may occasionally be inaccurate (rare but possible).
If an item is out of stock, we may:
- offer an alternative product, or
- provide an immediate refund if preferred.
Some items may become available again in 2–3 weeks. If the customer agrees to wait, we can proceed with the order.

Orders Already Shipped

If the order has already been shipped, it cannot be cancelled.
If the customer changes their mind after shipping, they may refuse delivery.
Once the parcel is returned to us, we will refund the product amount only, not shipping.

10. Communication Policy

All communication must be strictly via email only to maintain proper records.
We do not offer support through chat, WhatsApp, or other instant messaging platforms.

11. Copyright & Intellectual Property Responsibility

It is the retailer’s responsibility to ensure that images, videos, or marketing materials used do not violate copyright laws.
We are not responsible for any claims related to copyright or infringement.
Retailers must comply with their local IP laws and platform guidelines.

12. Reviews & Customer Feedback

We are not responsible for any online or offline reviews received by the retailer from their customers.
We will, however, provide extended support to help resolve customer issues within the scope of our policies.

13. Retailer Conduct & Confidentiality

We reserve the right to suspend any retailer for dishonesty, misconduct, false claims, or misuse of our systems.
All transactions, supplier details, pricing, and communication between Mira Sales and the retailer are strictly confidential.
Retailers must not disclose any part of our operations, processes, pricing, or supplier information to any third party.

14. Global Shipping Coverage & Integration

We ship to 195 countries worldwide, giving your customers access to global delivery options.
We operate an integrated shipping program, meaning shipping data from our carriers is automatically fetched from our system into your Shopify store through the Collective integration.
This ensures:
- accurate shipping options,
- correct rates,
- real-time tracking information, and
- smooth end-to-end order syncing.
If you need help configuring or syncing the shipping integration on your store, please contact our IT Team for full support.

Here is a polished section you can add under IT Support & Additional Services, written in the same professional tone as the rest of your policy:

15. IT Support & Additional Services

Our IT Team can assist you with website development, technical setup, store optimisation, and other IT-related services that support strong business growth.
These services are optional and fully chargeable, depending on the scope of work required.
Retailers can request a quote for any IT support or development needs, and our team will guide you through the process.

16. Policy Updates

We reserve the right to update, modify, or amend this policy at any time.
Any changes will take effect immediately once published or communicated.
Retailers are responsible for reviewing the policy periodically to stay informed of the latest terms and conditions.

17. Replying to Tickets & Resolution Process

Please email us at support@mirasales.com

When you email us a query regarding any order will log it into our internal ticketing system for proper tracking and documentation.
All tickets are reviewed by our Resolutions Team, who will investigate the issue thoroughly.
The standard resolution timeframe is 2 to 7 days, but in some cases, it may take longer than expected depending on carrier responses, warehouse checks, or brand verification.
If any brand items are returned to our China or Hong Kong warehouse, they will be forwarded to the respective Brand Owner for inspection.
The final decision regarding a refund, replacement, or rejection will be made by the Brand Owner. We will notify you once we receive the outcome.
We greatly appreciate your patience during this process.
Please ensure you communicate this timeline and process clearly to your customer so their expectations are managed appropriately.

18. Fraudulent or High-Risk Orders

It is the retailer’s responsibility to ensure that any order received from their customer is not flagged as High Risk, Fraudulent, or a Potential Chargeback by their payment gateway or fraud analysis system.
If a retailer fulfils or requests fulfilment for an order that is marked as high risk, we will not be able to assist with any resulting chargebacks, disputes, or financial losses.
Please carefully review your fraud analysis before sending orders to us for processing.

LAST UPDATED: 25/11/2025