BUSINESS POLICY (FOR COLLECTIVE RETAILERS)
Shopify Collective Retailer Partners
Built for retailers. Designed for clarity.
Everything Shopify Collective retailers need to know about shipping, fulfilment, tracking, customs, returns, payments, cancellations and ongoing operational support with Mira Sales.
Retailer Operations
One clear operating framework.
Our policy explains how orders move from Shopify Collective through processing, shipping, tracking, delivery, returns and resolution.
1–2 Standard processing days (Some Orders may take longer depending on sourcing of product)
100% Shipment tracking
200+ Countries served
2–7 Standard resolution days
At a glance
The operating model, simplified.
The key information retailers need before connecting their store and fulfilling customer orders through Mira Sales.
1–2 days Standard order processing time. (Some Orders may take longer depending on sourcing of product)
100% Orders supplied with tracking
200+ Countries with global shipping coverage
14 days Return request window
01 · Shipping
Shipping data that works with your store.
Shipping is calculated at checkout. Through the integrated shipping programme, available rates, delivery estimates and carriers can be automatically displayed within your Shopify store.
View Shipping Policy →
Royal Mail Approx. 4–9 business days
DPD Express Approx. 4–12 business days
DPD Standard Approx. 9–22 business days
DHL Express Approx. 4–8 business days
UPS Express Approx. 8–17 business days
International Calculated automatically at checkout
02 · Shopify integration
Keep shipping information connected.
The integrated shipping programme is designed to bring shipping information directly into the retailer's Shopify store.
Automatic shipping data
When the integrated shipping programme is enabled, shipping information can be fetched directly from the Mira Sales system into the Shopify store through the Collective integration.
✓ Shipping options
✓ Shipping rates
✓ Estimated delivery information
✓ Tracking information
Need help configuring it?
If the shipping programme has not yet been integrated into your Shopify store, contact our support or IT team for assistance with configuration and syncing.
Contact Support →03 · Customs & duties
International orders come with responsibilities.
Customers are responsible for clearing customs and paying applicable customs fees, taxes and duties. Retailers should communicate these responsibilities clearly to their customers.
Customer responsibility
Applicable customs fees, taxes and duties are the customer's responsibility.
Customs delays
Customs may hold parcels longer than expected and such delays are outside our direct control.
Unpaid duties
Refusal or failure to pay customs charges may result in the parcel being returned or disposed of by customs.
Returned parcels
Where a parcel is returned because duties were not paid, the product amount may be refunded but shipping charges are not refunded.
04 · Returns & refunds
A defined process for customer issues.
Retailers should understand the return process before accepting orders through the Collective integration.
Damaged or defective items
- Clear images or video evidence is required.
- Returns are sent to the China warehouse after approval.
- Refund or replacement is offered after inspection.
- Replacement depends on product availability.
Change-of-mind returns
- Return must be requested within 14 days of delivery.
- Return is sent to the China warehouse.
- Refund covers the product amount only.
- Shipping charges are not refunded.
05 · Delivery
What happens when delivery doesn't go as planned?
Marked Delivered
If tracking shows delivered but the buyer claims non-delivery, official carrier tracking data is relied upon unless conflicting official evidence is available.
Missed Delivery
Customers may need to collect parcels from a local pickup point or contact the carrier for redelivery.
Return to Sender
If a parcel is not collected and is returned, the product amount may be refunded after warehouse receipt, while shipping costs are not refunded.
06 · Orders
Orders, stock & cancellations.
Stock availability can occasionally change because sourcing relies on external agents and supplier inventory.
Stock availability
Stock displayed is normally reliable, although occasional inventory discrepancies can occur.
Alternative products
If an item becomes unavailable, an alternative product may be offered where appropriate.
Immediate refund
If the customer does not want an alternative, an immediate refund may be provided.
Once an order has shipped
An order that has already shipped cannot be cancelled. If a customer changes their mind after dispatch, they may refuse delivery. Once the parcel returns to Mira Sales, the product amount may be refunded, excluding shipping charges.
07 · Payment & warranty
Simple rules for retailers.
Payments
Payments are processed automatically according to the retailer's Shopify Collective settings. Retailers are responsible for ensuring their settings are correctly configured.
Product Warranty
No warranty is provided unless explicitly stated on the product page or offered by the manufacturer or brand.
High-Risk Orders
Retailers should review fraud analysis before requesting fulfilment. High-risk or fraudulent orders may not be eligible for support against resulting chargebacks or losses.
08 · Communication
Everything stays documented.
To maintain proper records and ensure issues can be investigated consistently, retailer communication is handled through email.
Email only
All retailer communication must be conducted through email.
Ticket logging
Order-related queries are logged into our internal ticketing system.
Resolution team
Tickets are reviewed by our Resolutions Team for investigation.
2–7 days
Standard resolution timeframe, although complex cases can take longer.
09 · Brand products
Some cases require brand-owner inspection.
If brand items are returned to our China or Hong Kong warehouse, they may be forwarded to the respective brand owner for inspection.
01
Return received
The returned brand item is received and checked.
02
Brand inspection
The item may be forwarded to the relevant Brand Owner.
03
Final decision
Refund, replacement or rejection is determined by the Brand Owner following inspection.
04
Retailer notification
Mira Sales communicates the outcome once the inspection decision is received.
10 · Retailer responsibilities
A successful partnership works both ways.
Retailers are responsible for maintaining accurate customer communication and complying with applicable laws and platform rules.
Copyright & IP
Retailers are responsible for ensuring images, videos and marketing materials they use comply with copyright and intellectual-property requirements.
Confidentiality
Supplier details, pricing, transactions and operational communications must remain confidential.
Customer Reviews
Retailers remain responsible for reviews received from their customers, while Mira Sales can provide support within the scope of its policies.
11 · Global fulfilment
Reach customers around the world.
Mira Sales ships to 195 countries worldwide and provides an integrated shipping programme for Shopify Collective retailers.
200+ Countries served worldwide
Real-time Shipping information through integration
Tracked Shipment tracking information
Synced End-to-end order syncing
12 · IT support
Need help with your store?
Our IT Team can assist with website development, technical setup, store optimisation and other IT-related services that support business growth.
These services are optional and fully chargeable depending on the scope of work.
Request assistance
Let's get your setup right.
Retailers can request a quote for IT support or development requirements and our team can guide them through the process.
Contact Our Team →13 · Resolution process
When something goes wrong, there's a process.
Our internal ticketing and resolution process is designed to document issues and allow the appropriate team to investigate.
01
Email Support
Email info@mirasales.com with the order details and issue.
02
Ticket Created
The query is logged into our internal ticketing system.
03
Investigation
The Resolutions Team investigates the issue, which may require warehouse, carrier or brand verification.
04
Resolution
The standard resolution timeframe is 2–7 days, although complex cases may take longer.
14 · Partnership standards
Professional conduct matters.
We aim to build long-term retailer relationships based on accurate information, responsible selling and confidentiality.
Honesty
Dishonesty, misconduct or false claims may result in suspension of retailer access.
Confidentiality
Supplier information, pricing and operational details must remain confidential.
Compliance
Retailers must follow applicable laws, intellectual-property requirements and platform guidelines.
Policy updates
Keep your team informed.
Mira Sales reserves the right to update, modify or amend the retailer policy. Changes take effect once published or communicated. Retailers are responsible for reviewing the policy periodically.
Last updated: 25 November 2025
Shopify Collective
Ready to build with Mira Sales?
Review the operating framework, make sure your store is configured correctly, and contact our team if you need help with shipping integration, technical setup or retailer operations.
Retailer & operational support: support@mirasales.com