BUSINESS POLICY (FOR COLLECTIVE RETAILERS)
Mira Sales – Shopify Collective Retailer Business Policy
Retailer Shipping, Payment & Operations Policy
Applicable to Retailers Joining Mira Sales Through the Shopify Collective App
1. Shipping & Processing Times
Shipping costs are calculated at checkout. Retailers may have access to several shipping options, including:
- Royal Mail
- DHL Express
- DPD
- Evri
- UPS Express
- Other available carrier services
Processing Times
- Standard processing time: 1–2 working days
- Certain products may require additional processing time, with lead times of 3–5 working days (or even more), depending on stock availability and product requirements.
All shipments are provided with 100% tracking.
Mira Sales will not be responsible for delays caused by shipping carriers, customs authorities, peak seasons, weather conditions, local delivery services, or other circumstances outside our direct control.
We appreciate your cooperation and patience in such circumstances.
2. Approximate UK Shipping Times
The following are approximate delivery times and may vary depending on the destination, carrier, customs clearance, and other circumstances:
| Shipping Method | Approximate Delivery Time |
|---|---|
| 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 shipments as quickly as reasonably possible.
International Shipping Times & Requirements
International shipping times are automatically calculated at checkout and may vary depending on:
- Destination country
- Shipping method selected
- Carrier
- Customs clearance
- Local delivery conditions
Delivery estimates displayed at checkout are provided through our integrated shipping system.
In certain countries, customs authorities may require a Tax Identification Number, Tax Code, or similar documentation from the customer.
These requirements apply only to countries where such information is required by local customs authorities.
Failure to provide the required information may result in:
- Delivery delays
- Parcel returns
- Additional customs charges
- Other customs-related issues
Any resulting charges or consequences are the responsibility of the customer.
3. Shipping Data Display on the Retailer's Website
If the integrated shipping programme has been correctly activated, shipping information can be automatically displayed on the retailer's Shopify store.
This may include:
- Shipping rates
- Estimated delivery times
- Available carriers
- Shipping options
Shipping information is fetched through the integrated Shopify Collective shipping system to help provide customers with accurate and current shipping information at checkout.
If the shipping programme has not been correctly integrated or activated, please contact our Support Team for assistance.
4. Customs, Duties & Taxes
The customer is responsible for complying with local customs requirements and paying any applicable:
- Customs duties
- Import taxes
- VAT or similar taxes
- Customs clearance charges
- Other government-imposed fees
If a customer refuses to pay applicable customs charges, the parcel may be returned to us or, where permitted by local authorities, disposed of by customs.
If a parcel is returned to us because the customer refused or failed to pay applicable customs charges, only the product amount may be refunded. Shipping charges will not be refunded.
Customs authorities may hold parcels for longer than expected. Mira Sales cannot provide compensation for delays caused by customs.
Customs charges may vary significantly between countries. Retailers are responsible for ensuring that their customers understand that local customs charges may apply.
5. Delivery Confirmation & Non-Delivery Claims
If the carrier's official tracking information shows that a parcel has been delivered, but the customer claims that they did not receive it, the official carrier tracking information will be treated as the primary delivery evidence.
Mira Sales will assist the retailer in resolving the matter where possible.
However, a refund or compensation claim will not normally be accepted unless there is official evidence from the carrier contradicting the delivery confirmation.
The customer should contact their local carrier and request a Non-Delivery Receipt, investigation result, or equivalent official documentation, where available.
Without official evidence contradicting the carrier's delivery status, no refund or compensation can be provided.
6. Missed Deliveries & Return-to-Sender Parcels
If delivery is attempted and nobody is available to receive the parcel, the carrier may:
- Attempt redelivery
- Redirect the parcel to a collection point
- Hold the parcel at a local depot
The customer is responsible for collecting the parcel or contacting the carrier to arrange redelivery within the carrier's specified timeframe.
If the parcel is not collected and is subsequently returned to Mira Sales:
- The product amount may be refunded after the parcel is received and inspected.
- Original shipping charges will not be refunded.
Refunds will only be processed after our warehouse confirms receipt of the returned parcel.
7. Returns & Refunds
7.1 Damaged or Defective Items
For damaged or defective products, the retailer/customer must provide clear photographic or video evidence showing the issue.
Once the claim has been reviewed and approved, the item must be returned to our designated warehouse using:
Return Portal:
https://www.mirasales.com/apps/yanet-return
After the returned item has been received and inspected, Mira Sales may offer:
- A refund; or
- A replacement
Replacement availability depends on product stock and availability.
7.2 Change-of-Mind Returns
If a customer changes their mind, dislikes the product, or no longer wants the item after receiving it, the item must be returned to our designated China warehouse.
For approved change-of-mind returns:
- The product amount may be refunded.
- Original shipping charges will not be refunded.
- Return shipping costs are the responsibility of the customer unless otherwise agreed.
7.3 Returns Window
Return requests must normally be submitted within 14 days of delivery.
Requests submitted after 14 days fall outside the standard return period.
Where possible, Mira Sales may still assist the retailer in addressing customer concerns after this period, but acceptance of any return, refund, or replacement is not guaranteed.
7.4 Items Damaged During Return Transit
If an item is damaged while being returned to our warehouse, Mira Sales will notify the retailer and may provide photographic or video evidence of the condition in which the parcel was received.
Where the damage occurred during return transportation or due to inadequate packaging by the customer, Mira Sales cannot accept responsibility for the resulting damage.
The customer is responsible for:
- Packaging the product securely
- Using suitable protective materials
- Using a reliable return service
- Ensuring the product is adequately protected during transportation
8. Product Warranty
No warranty is provided by Mira Sales unless:
- A warranty is explicitly stated on the product page; or
- A warranty is provided by the manufacturer or brand.
Where a manufacturer or brand warranty applies, warranty claims will be handled according to the relevant manufacturer's or brand owner's warranty terms.
Mira Sales does not independently extend or alter manufacturer warranty conditions.
9. Payment Policy
Payments are processed automatically through Shopify Collective according to the retailer's Shopify Collective settings.
Retailers are responsible for ensuring that:
- Their Shopify Collective payment settings are correctly configured.
- Their payment method remains valid.
- Any required payment authorisations are completed.
- Sufficient funds are available where applicable.
Mira Sales does not accept responsibility for payment failures, payment delays, or payment issues caused by the retailer's Shopify Collective account or payment configuration.
10. Order Cancellations & Stock Availability
Some orders may need to be cancelled due to circumstances outside our direct control, including sourcing or stock availability issues.
Mira Sales relies on external/private sourcing channels and, although stock information is generally maintained accurately, stock availability may occasionally change before an order can be processed.
If an item becomes unavailable, Mira Sales may:
- Offer an alternative product; or
- Provide a refund for the unavailable product.
In some circumstances, an item may become available again within approximately 2–3 weeks.
If the customer agrees to wait, the order may be processed once the product becomes available.
Orders Already Shipped
Once an order has been shipped, it cannot be cancelled through the normal order cancellation process.
If the customer changes their mind after shipment, they may refuse delivery where the carrier permits this.
Once the parcel is returned to Mira Sales and confirmed by our warehouse:
- The product amount may be refunded.
- Original shipping charges will not be refunded.
11. Communication Policy
For proper record keeping, documentation, and dispute resolution, all retailer communication must be conducted strictly via email.
Mira Sales does not provide official retailer support through:
- Live chat
- Personal messaging accounts
- Other instant messaging platforms
Email communication allows all requests and decisions to be properly recorded and tracked.
12. Copyright & Intellectual Property Responsibility
Retailers are responsible for ensuring that any:
- Product images
- Videos
- Descriptions
- Marketing materials
- Advertisements
- Other promotional content
used on their websites or sales channels comply with applicable copyright, trademark, intellectual property, and platform requirements.
Retailers must comply with the laws and platform policies applicable to their business.
Mira Sales is not responsible for claims arising from a retailer's unauthorised use or modification of third-party intellectual property.
13. Reviews & Customer Feedback
Mira Sales is not responsible for reviews, ratings, comments, or other customer feedback received by a retailer on the retailer's own website, marketplace, social media account, or other sales channel.
However, where an underlying product or fulfilment issue falls within the scope of our policies, we will provide reasonable support to help the retailer investigate and resolve the matter.
14. Retailer Conduct & Confidentiality
Mira Sales reserves the right to suspend or terminate a retailer relationship where there is evidence of:
- Dishonesty
- Misconduct
- False claims
- Abuse or misuse of our systems
- Fraudulent activity
- Repeated policy violations
- Unauthorised use of confidential information
All transactions, supplier information, pricing, operational processes, communications, and other business information exchanged between Mira Sales and the retailer must be treated as strictly confidential.
Retailers must not disclose Mira Sales' confidential:
- Supplier information
- Pricing
- Sourcing arrangements
- Operational processes
- Internal communications
- Business systems
- Commercial terms
to any unauthorised third party.
15. Global Shipping Coverage & Integration
Mira Sales provides international shipping services to 195 countries worldwide, subject to carrier availability, destination restrictions, customs requirements, and applicable laws.
Our integrated shipping programme is designed to allow shipping information from our carrier network to be automatically transferred to the retailer's Shopify store through the Shopify Collective integration.
Depending on availability and configuration, this may provide:
- Shipping options
- Shipping rates
- Estimated delivery times
- Tracking information
- Order and fulfilment synchronisation
Retailers who require assistance with shipping integration or synchronisation should contact our IT Team.
16. IT Support & Additional Services
Our IT Team can assist retailers with:
- Website development
- Shopify technical setup
- Store optimisation
- Technical configuration
- Integration support
- Other IT-related services
These services are optional and chargeable.
Charges will depend on the scope, complexity, and estimated time required for the requested work.
Retailers may contact our team to request a quotation before any chargeable work begins.
17. Support Tickets & Resolution Process
For support relating to orders or operational issues, please contact:
Email: support@mirasales.com
When you email us regarding an order, your request will be logged in our internal ticketing system for proper tracking and documentation.
All tickets are reviewed by our Resolutions Team, who will investigate the matter where necessary.
Standard Resolution Time
The standard resolution timeframe is approximately 2–7 working days.
Certain cases may take longer depending on:
- Carrier investigations
- Warehouse inspections
- Product testing
- Brand verification
- Manufacturer responses
- Customs investigations
- Other circumstances outside our direct control
Brand-Owned Products
If a branded product is returned to our China or Hong Kong warehouse and requires further inspection, it may be forwarded to the respective brand owner or authorised party.
The final decision regarding a refund, replacement, warranty claim, or rejection may be determined by the relevant brand owner where their inspection or warranty process applies.
Mira Sales will communicate the outcome to the retailer once the relevant investigation has been completed.
Retailers are responsible for communicating these expected timelines and processes clearly to their customers.
18. Fraudulent or High-Risk Orders
Retailers are responsible for reviewing orders received from their customers before requesting fulfilment.
Retailers should ensure that orders are not identified by their payment gateway, fraud detection system, or other security system as:
- High Risk
- Fraudulent
- Potentially fraudulent
- Potential chargeback risk
If a retailer requests fulfilment of an order that has been identified as high risk or fraudulent, Mira Sales will not be responsible for resulting:
- Chargebacks
- Payment disputes
- Fraud losses
- Financial losses
- Other consequences arising from the retailer's decision to fulfil the order
Retailers should carefully review their fraud analysis and payment risk indicators before submitting orders for processing.
19. Undeliverable Parcels & Carrier Issues
If a carrier is unable to complete delivery, the customer may be required to collect the parcel from a designated collection point, depot, or carrier office within the timeframe specified by the carrier.
A parcel may be returned to Mira Sales due to:
- Non-collection
- Delivery refusal
- Incorrect or incomplete address information
- Incorrect customer details
- Failure to comply with customs requirements
- Failure to pay applicable customs charges
- Local regulatory restrictions
- Other delivery-related circumstances
If the parcel is returned to Mira Sales, only the product value may be refunded after the parcel is received and confirmed by our warehouse.
The following will not be refunded:
- Original shipping charges
- Return shipping charges
- Customs duties
- Taxes
- Customs clearance fees
- Other carrier or government charges
Where a parcel is destroyed, abandoned, or otherwise disposed of by customs authorities or the carrier, a refund may not be available.
20. Policy Updates
Mira Sales reserves the right to update, modify, amend, or replace this policy when necessary.
Updated terms may take effect once they are published or communicated to retailers.
Retailers are responsible for reviewing this policy periodically and ensuring that they remain aware of the latest applicable terms.
Continued use of Mira Sales services after an updated policy has been published or communicated may constitute acceptance of the updated terms, subject to applicable law and the terms of the Shopify Collective platform.
21. Low-Value Claim Policy
Mira Sales will not accept claims for products with a product value of less than £10, excluding shipping costs, unless the product has arrived damaged and sufficient photographic or video evidence is provided clearly demonstrating the damage.
This Policy has been introduced to ensure that claim processing remains commercially sustainable while allowing Mira Sales to continue providing competitive wholesale pricing, fulfilment and support to its retailer partners.
21.1 Minimum Product Value
The minimum product value for a claim is £10, excluding shipping costs.
Products valued below £10 will not normally be eligible for claims, refunds, replacements or other claim-related compensation.
21.2 Exception for Damaged Products
The £10 minimum value does not apply where a product valued below £10 has arrived damaged.
In such cases, the retailer must provide clear and sufficient:
- Photographic evidence; and/or
- Video evidence
showing the damage and, where reasonably possible, the condition of the packaging upon arrival.
All damaged-product claims remain subject to review and verification under Mira Sales' applicable returns and claims procedures.
21.3 Reason for the Policy
Every order involves operational and administrative costs, regardless of the product value. These may include employee time, order processing, payment processing, customer service, warehouse handling, packaging, administration, platform fees, claim investigation, communication and fulfilment-related costs.
Our B2B business model operates on an approximately low margin. Higher share of the margin is allocated to the retailer, while approximately lower margin remains with Mira Sales to contribute towards our operational and business costs. The operational and administrative costs involved in investigating and resolving a claim can exceed the available margin on such low-value products.
For this reason, processing low-value claims is not commercially sustainable for our business.
21.4 Retailer Responsibility
Retailers are responsible for taking this Policy into consideration when selecting products to list on their stores and sales channels.
Retailers who do not agree with this Policy are encouraged to focus on products with a minimum product value of £10, excluding shipping, and products that provide sufficient margin to support their own customer-service and operational requirements.
21.5 Sustainable Business Operations
Mira Sales genuinely values its retailer partners and is committed to maintaining a sustainable business model that works for all parties.
Although the percentage of low-value claims may be relatively small, even a small number of claims can create a significant operational burden when product margins are already limited.
This Policy is therefore intended to help Mira Sales continue providing:
- Competitive wholesale pricing
- Single-unit ordering
- Reliable fulfilment
- Worldwide shipping
- Retailer support
- Efficient claim handling
Our intention is not to make the claims process difficult for retailers. The purpose of this Policy is to ensure that the overall business remains commercially sustainable and that we can continue supporting our retailer partners.
By continuing to use Mira Sales services after the effective date, retailers acknowledge and accept the application of this Low-Value Claim Policy, subject to applicable law and the terms of the Shopify Collective platform.
We sincerely appreciate your understanding, cooperation and continued partnership.
Retailer Acknowledgement
By joining and using Mira Sales through the Shopify Collective App, retailers acknowledge that they have read and understood this Business Policy and agree to operate their store and fulfil customer orders in accordance with the applicable terms stated above.
Retailers remain responsible for complying with all applicable laws, regulations, marketplace requirements, payment-provider requirements, Shopify policies, and consumer protection obligations applicable to their business and customers.
MIRА SALES
Wholesale & Dropshipping Supplier
Support: support@mirasales.com
Website: www.mirasales.com
Last Updated: 25 Nov 2025