Returns policy

THINGS YOU SHOULD KNOW!

Due to the nature of our products being handmade to order, we do not offer refunds. If however, you have ordered the wrong size or the items do not fit, a free adjustment/exchange service is available. We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

At Mitra The Label we believe in striving to be the best and it is for this reason we check returns thoroughly to ensure they are still up to scratch. Please ensure that your items are in the same condition it was received in as it may be rejected and returned to you.

We understand the need to try the product, however, in order for your returned items to be accepted, please ensure the following policy is adhered to:

  • The product has only been tried on for a brief amount of time and not used for any form of swimming or sunbathing.
  • The product tags, swimwear lining and labels are still attached.
  • The product must not be washed.
  • There are no makeup or antiperspirant marks on the product.
  • There are no modifications to the products.
  • There can be no human or animal hair on the products.
  • There are no signs of wear or tear.
  • The product must be returned within 10 days of receiving.

The returned parcel is the responsibility of the customer until it has arrived at Mitra The Label and you are notified that is has done so. It is always good to get proof of postage or a tracking number, just in case the return takes a little longer than expected.

To start a return, you can contact us at hello@mitrathelabel.com,  with your order number and name of items you wish to return for exchange to start the process, as well as the new sizes.

We will email you a form to include in your returning parcel, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note: Return shipping costs are covered by the customer.

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

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. 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.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards. Any items brought with a gift card, can only be exchanged.

Certain types of items cannot be returned, such as custom products (such as special orders or personalised items), i.e. where you have asked to make a neckline higher.

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

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 "RETURN and your order number" in the subject line and an image of the fault within 10 days of delivery, to sort out a replacement as soon as possible.

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