Our policy lasts 14 days. If 14 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.

To qualify for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.

Items that cannot be returned:

  • There are certain situations where only a partial refund will be given: (if applicable)
  • Any item that is not in its original condition, is damaged or has some parts missing for reasons that are not due to an error on our part.
  • Any item that is returned more than 14 days after delivery. Item(s) received defective
  • If your order is delivered to you as a whole or in part defective, you may be entitled to a return or refund of the item(s) concerned.

To do this, send us a message to the following e-mail address: contact.othmani@msv-spirella.com, including proof of payment (a screenshot of the confirmation e-mail received when you placed your order, for example) and a photo of the items concerned. Please also specify in the message whether you would like the defective items to be returned or refunded.

Order cancellation (if applicable)

Most orders are processed within 48 hours. If you wish to cancel your order for any reason, please email us at contact@msv-spirella.com

The vast majority of items in stock are processed and/or dispatched within 48 hours, it is imperative that you contact us during this time, so that we can attempt to cancel your order before it is processed and/or dispatched.

No request to cancel your order can be considered if it has already been processed.

Refunds (if any)

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision on whether to approve or reject your claim.

If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within a certain number of days.

Late or missing refunds (if applicable)

If you have not yet received your refund, please check your bank account again first.

Then contact your credit card company, as there may be a delay before your refund is officially posted.

Then contact your bank. There is often a processing time required before a refund is posted.

If after completing all of these steps you still have not received your refund, please contact us at contact@msv-spirella.com

Exchanges (if applicable)

We will only replace an item if it is faulty or damaged. If you would like to exchange it for the same item, please email us at contact@msv-spirella.com. Please contact customer service for return details.

Gifts

If the item being returned was identified as a gift at the time of purchase and was sent directly to you, you will need to contact the purchaser to arrange this.

Shipping

To return a product, please contact customer service for information on how to return it: contact.othmani@msv-spirella.com

You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the return shipping costs will be deducted from your refund.

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

If you are shipping an item worth more than £75, you will need to use a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive the item you return.