REFUNDS & RETURNS

We want you to be satisfied with every purchase you make from Mistr.

If for any reason you change your mind and want your money back, simply follow the returns procedure below. Just make sure it is within 30 days of delivery, and the item(s) are unused. Unless faulty, all items being returned must be unused and in their original packaging. We aim to refund you within 1 day of receiving the returned item(s).

🎄 Extended Christmas Returns 🎄

We understand that holiday shopping can be stressful, so we've extended our return policy for the Christmas season! All items purchased from November 1st can be returned or exchanged until January 9th. That means you have plenty of time to make sure your gift is just right!

HOW TO RETURN
  • Ensure the item(s) are in their original packaging, with all tags attached.
  • Include a copy of your invoice inside the parcel and clearly state the reason for your return.
  • Securely wrap the package to avoid damage in transit and send it prepaid to the address below (we cannot accept unpaid returns).
  • Please note: We do not ship replacements until the original item(s) have been received and processed by our Returns Team.
  • Once received, your return will be reviewed and you will be contacted by email with the outcome.
RETURNS POLICY
  • Items must be returned within 30 days of delivery to qualify for a full refund (excluding any original delivery charges). Returns received after this period will not be accepted and will be sent back to you.
  • All items should be returned in their original condition and packaging, with all product tags attached. For example, shoes must be returned in their original shoe box.
  • Returned items must be unworn, unused, and unwashed.
  • Shoes should only be tried on indoors to avoid wear or marks.
  • The cost of return postage is the customer's responsibility.
  • Items that are damaged, soiled, or missing tags may not be eligible for a refund and could be returned to you.
  • For hygiene reasons, we do not accept returns on underwear.
RETURNS LABEL

We strongly recommend using a tracked or recorded courier service when returning your item(s), as we cannot be held responsible for goods lost in transit.

Please ensure your parcel is securely packaged to prevent any damage during the return journey.As the parcel remains your responsibility until it reaches us, be sure to obtain proof of postage—you may need this if you need to contact us about your return.

If any items are accidentally returned to us and you would like them sent back to you, we may ask you to cover the cost of redelivery.

For further assistance, feel free to contact us at customercare@mistr.co.uk.

RETURNS ADDRESS

MISTR - Returns
201 Shenley Road,
Borehamwood,
Hertfordshire,
WD6 1AT.

EXCHANGES

Due to fast-moving stock levels, we recommend placing a new order to secure the size or colour you need, this is the best way to ensure it doesn’t sell out.In some cases, you may be able to exchange in-store for free.

Please contact us or visit your nearest store to check availability.

FAULTY ITEM

If your item develops a fault or manufacturing defect within 3 months of purchase, please email our Returns Team at customercare@mistr.co.uk with the following:

- A clear photo of the fault
- Your order number

In some cases, you may not need to return the item, so please wait for our response before sending it back. We’ll advise you on the next steps as soon as possible.