Refund policy

Orders made from 28th May 2021, the following refund policy is valid! Please read carefully.

Exchanges

All Mitra The Label sales are final & we are unable to offer refunds of any kind, due to the nature of the product and the services provided. However, we want you to absolutely love the feel of your suit & we are happy to offer size exchanges in the same style if your suit doesn't fit! 

We have a 10-day return policy, which means you have 10 days from receiving your item to request a return. 

Mitra The Label will only accept exchanges for swim sizes in the same style. Exchanges for different items or styles will not be accepted. Due to a made to order production, we are unable to hold items for exchange. 

To exchange for a new size please make an inquiry via email hello@mitrathelabel.com, or Instagram DM. A request for a size exchange, must be submitted within 10 days of receiving your order. If 10 days have gone by since you receiving your order, unfortunately we can't offer an exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging, hygienic liner, hang tag and anything else that came in the original shipment. 

Mitra The Label will not accept worn, damaged, altered or used goods. We shall evaluate the condition of the product by considering if your handling goes beyond that would be reasonably be allowed in a store and the general wear. Please take care when trying on items, as Mitra The Label cannot accept items that have any makeup or fake tan stains, bodily fluid stains, rips, holes, or smells from soap, perfume, lotion, smoking, animals, etc. Upon evaluation, we reserve the right to reduce the number of monies refunded, where the value of the goods are diminished from your handling of the goods.  

If we have to contact you or give you notice in writing, we will do so by email or by post to the address you provide to us when ordering the products.

For sanitation purposes, please try on swimwear with underwear on. Exchanges that do not meet our quality standards will be refused & returned to the sender.

If your items are accepted, we will contact you to say they have been recieved and your new items will be made and sent out within 14 days of us receiving your items. 

You can always contact us for any return question at hello@mitrathelabel.com.

Store Credit

Mitra The Label is happy to offer store credit for the value of your exchanged item. Once we approve your exchange & receive the item at Mitra The Label HQ, you will be issued store credit digitally via email. Mitra The Label store credit will never expire. This store credit can be used to make the purchase of your exchanged item.

Exemptions
Several types of goods are exempt from being exchanged. These include but are not limited to:

    • Items purchased on sale or with a discount
    • Items marked final sale
    • Accessories such as face masks
    • Gift cards
    • Certain types of items cannot be returned, such as custom products (such as special orders or personalised items), ie, where you have asked to make a neckline higher.

Please get in touch if you have questions or concerns about your specific item.

To complete your exchange, we require a receipt or proof of purchase. You can respond directly from your order confirmation via email to inquire about your exchange, or provide your order number in the subject line & message.

Sale items
Only regular priced items may be exchanged, unfortunately sale items or discounted items of any kind cannot be exchanged.

How to Exchange
If you need to make an exchange for the same item or a different size, send us an email at hello@mitrathelabel.com,

The sender is responsible for shipping costs for returning your item. The sender will also be responsible for the shipping cost of the new item. A new shipping cost will be discussed once we have received the item and your exchange item, will not be made until the shipping cost has been paid for. Shipping costs are non-refundable.

Please include your order number on your package if you decide to send back your item for an exchange. This way, we can process your exchange as quickly & efficiently as possible.

Depending on where you live, the time it takes for your exchanged product to arrive may vary.

If you are shipping an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returns
Per our policy, Mitra The Label cannot accept returns of any kind. In the unlikely event that a return is needed without an exchange, please send back your items following the instructions above. Returns will only be accepted due to a manufacturing defect, incorrect items sent or a quality issue. If a return is approved & accepted by our team, you will be issued store credit for the full amount of what was sent back in your order. This does not include the shipping cost.

Refunds
Mitra The Label does not offer refunds of any kind for our items. 

Our policy is subject to change at any time. Please reach out to hello@mitrathelabel.com, for any questions or more information. 

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you receive a faulty item please email hello@mitrathelabel.com with "FAULTY and your order number" in the subject line and an image of the fault within 7 days of delivery, to sort out a replacement as soon as possible. 

Any faults that occur after 6 months will not be accepted.