Refund policy

Last updated: 4 October 2026

This policy explains your right to cancel an order and what happens if something is not right. It forms part of our Terms of Service and does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Changing your mind

If you buy from us online, you may cancel your order without giving a reason within 14 days of the day you, or someone you nominate, receive your piece.

  • Tell us within 14 days. Email contact@mirayama.co.uk with your name, order number and the piece you wish to return. You may use the model cancellation form below, but you do not have to.
  • Send the piece back within 14 days of telling us. We will reply with the return address and instructions.
  • Return postage is at your cost, unless the piece is faulty or not what you ordered. We recommend a tracked and insured service, as the piece remains your responsibility until it reaches us.
  • Condition. Please return pieces unworn, with their labels and tags attached, and in their original packaging where possible. You may examine a piece as you would in a shop. If it has been handled more than that, for example worn or altered, we may reduce your refund to reflect the loss in value.

Your refund

  • We will refund you within 14 days of receiving the piece back, or of receiving proof that you have sent it, whichever is sooner.
  • Your refund includes the price of the piece and the standard delivery charge you paid. If you chose express delivery, we will not refund the extra cost above our standard delivery charge.
  • We refund to your original payment method. We do not charge a fee for refunds.
  • Import duties and taxes on international orders are collected by the destination country, not by us. DHL or your customs authority may be able to refund them, and we will gladly provide any paperwork you need.

Pieces made for you

Some pieces are made to your specifications or clearly personalised. These include Create Your Own ponchos and couture capes commissioned by appointment. Under regulation 28 of the Consumer Contracts Regulations 2013, these pieces cannot be cancelled once we have started making them. We will always confirm this with you before work begins.

Your rights if a made-for-you piece is faulty or not as agreed are not affected (see below).

If something is not right

Every piece is checked by hand before it leaves us. Under the Consumer Rights Act 2015, your piece must be of satisfactory quality, fit for purpose and as described.

  • Within 30 days of delivery, if a piece is faulty or not as described, you may reject it and receive a full refund, including delivery.
  • After 30 days, we will repair or replace the piece. If that is not possible, or does not put things right, you may be entitled to a price reduction or a refund.
  • If a fault appears within six months of delivery, it is assumed to have been there on delivery unless we can show otherwise.
  • We will pay the reasonable cost of returning a faulty piece, or a piece that is not what you ordered.

Please email contact@mirayama.co.uk with your order number and, if you can, a photograph of the issue.

Our pieces are made by hand from natural materials, so small variations in tone, texture and finish are part of their character and are not faults. Colours may also look slightly different on screen. Wear and tear, accidental damage, and damage from care that does not follow the care label are not faults.

Damaged or missing deliveries

We are responsible for your order until it is delivered to you. If your parcel arrives damaged or does not arrive, please contact us and we will put it right.

Exchanges

If you would like a different piece, please return the original for a refund as above and place a new order. If you have any questions, we are always glad to help.

Model cancellation form

If you wish to cancel, you may copy and email this form to us. You do not have to use it.

To: Mirayama Limited, 21 Brooksville Avenue, London NW6 6TH, United Kingdom. Email: contact@mirayama.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods: [piece]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]

Contact us

Mirayama Limited, registered in England and Wales, company number 14102867.
Registered office: 21 Brooksville Avenue, London NW6 6TH, United Kingdom.
VAT number: GB413122063.
Email: contact@mirayama.co.uk