Refund policy

This policy explains how returns, exchanges and refunds work at Meaira. It applies to every order placed on meaira.com. The same figures appear on our product pages and in our Frequently Asked Questions, and if you ever find a difference between them, this policy is the version that counts.

Your return window

You have 30 days from the day your order is delivered to register a return. The clock starts on the delivery date shown in your tracking, not on the order date, so a slow delivery never shortens your window.

Condition of returned items

Items must come back unworn, unwashed and in their original condition with all tags still attached. Please try things on the way you would in a fitting room: over your own clothes where possible, away from perfume, make-up, pets and smoke. Items that have been worn outside, altered, washed or damaged after delivery fall outside this policy.

Keep the original packaging until you are sure you are keeping the item. It protects the garment on the way back and it keeps the tags together with the piece they belong to.

How to register a return

Write to info@meaira.com with your order number and tell us which items you want to send back. Please contact us before sending anything: we confirm the return address to you once your return is registered, and parcels sent without that confirmation can be delayed or go missing.

We answer return requests during our support hours, Monday to Friday, 9:00 AM to 5:00 PM EST/EDT (Eastern Time). A request sent over a weekend is picked up on the following business day.

Exchanges

You can exchange an item for a different size or a different colour of the same item within the 30 day return window. Register the exchange the same way as a return: send us your order number and tell us which size or colour you want instead.

The replacement is reserved and dispatched as soon as your exchange is registered. You do not have to wait for your return to reach us before your new item goes out.

An exchange is free of charge. Meaira pays for the return shipment of the original item and for the delivery of the replacement, so an exchange costs you nothing beyond the price you already paid.

If the size or colour you want is no longer available, we tell you straight away and refund you instead. We do not substitute a different item without asking you first.

Who pays for a return

Two situations, two answers.

You changed your mind. If you return an item because it is not what you wanted, the cost of the return shipment is yours. Your refund covers what you paid for the item.
The item is faulty, damaged or not what you ordered. Meaira pays the return shipping and you are refunded in full, including any shipping you paid. Send us photographs with your order number and we will arrange the return.

Exchanges are the exception to the first rule: they are free either way, as set out above.

Refunds

Refunds are issued to the original payment method used for the order. Refunds to a different card or account are only possible where the original method no longer exists, and in that case we contact you to arrange it.

We inspect returned items and issue refunds to the original payment method within 5 days of receiving the return. You receive an email confirming the refund has been issued. How quickly the money then appears on your statement depends on your bank or card issuer, and that step is outside our control.

Because shipping is free on every order, there is no shipping cost to refund on a change of mind return. Where an item was faulty and you paid anything towards shipping, that amount is included in the refund.

Changing or cancelling an order

Orders can be changed or cancelled while they are still being prepared and have not yet been dispatched. Since orders are prepared within 1 to 2 business days, please contact us as soon as you notice a mistake. Once an order has left our fulfilment partner, it has to run as a normal delivery and return.

Items that arrive damaged

Photograph the outer packaging and the item before removing anything else, and send us the photographs with your order number within 14 days of delivery. We arrange a replacement where the item is available or a refund where it is not, and we pay the return shipping in both cases.

Sale items and gifts

Every item on meaira.com is sold at its normal price, so the same return and exchange rules apply to everything in the shop. If your order was a gift and you are not the person who paid, write to us with the order number from the delivery note and we will arrange the return with you.

Returns outside this policy

Items that come back worn, washed, altered or without their tags fall outside this policy, as do returns registered after the 30 day window has closed. If a returned item reaches us in a condition that falls outside the policy, we contact you before doing anything and can send it back to you.

Packing your return

Use a sturdy outer package and keep the item folded the way it arrived. Please do not use the garment itself or its polybag as the outer packaging, and do not attach tape directly to a garment or to a swing tag. Include a note with your order number inside the parcel so we can match it to your order as soon as it arrives.

Keep the proof of postage your carrier gives you until your refund is confirmed. It is the only record that the parcel left your hands, and on a change of mind return the parcel travels at your risk until it reaches us.

What happens to your returned item

Every return is opened and checked against the condition requirements in this policy. We complete this check and issue the refund within 5 days of receiving the returned item. You receive a confirmation email when the refund is issued.

Returning part of an order

You do not have to return a whole order. Tell us which items you are sending back and keep the rest. Each item is treated on its own, so one item going back has no effect on the others and no effect on the free shipping you already received.

If we made the mistake

If the wrong item, the wrong size or the wrong colour arrives, that is our error and it is handled at our cost. Send us a photograph of what arrived together with your order number, and we arrange the return and the correct item without any shipping charge to you.

Refunds on cancelled orders

An order cancelled before dispatch is refunded in full to the original payment method within 5 days of cancellation being confirmed, with nothing deducted. You receive a confirmation email when the refund is issued.

Your statutory rights

Nothing in this policy limits the rights you have under the consumer protection law that applies to you. Where that law gives you a stronger right than this policy does, that right applies.