RETURNS POLICY
Cancellation and Returns
What if I wish to cancel my order?
If you made your purchase in store: Please contact a member of our sales team on 01270 628836 / [email protected]. We may ask for your name, address and phone number to help us find your order.
If you purchased online or via telephone:
If you’ve shopped online, you have a cooling off period, during which time you can cancel your order with us. The cooling off period starts the moment you place your order and up to 14 days from the day you receive your item/s. Your cancellation must be sent to us within these 14 days in writing, either by email to [email protected] or post to Mia Stanza, The Manor House, Beam Street, Nantwich, CW5 5LR.
Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn’t affect your statutory rights if goods are faulty or not as described. If the item/s you ordered were not marked as in stock (but were made to order, bespoke or not in stock) it is likely that we will have commissioned a supplier to make it/them for you and therefore you will not have the right to cancel described above. In this instance, cancellation requests are at the discretion of Mia Stanza and in order to cancel we may have to pass on any reasonable costs borne by the company amounting to 25% of your total order value.
Cancellation pre-delivery:
If the item/s you ordered was marked as in stock, you can cancel at any time before delivery or collection.
To cancel your order, please let us know as soon as possible in writing by email to [email protected] or by post, quoting your full name, address and telephone number and any additional relevant information.
Cancellation post-delivery:
If after receiving your item/s, you wish to return it/them, you have up to 14 days from the day you receive your item/s to contact us in writing by email to [email protected] or by post. Please be aware that if you are returning the item/s, and they have no defects or faults, you will be required to arrange and pay for the costs of returning them. If you are not able to arrange the return of your item/s, we can collect the goods for you and we reserve the right to charge you the direct cost of collection.
It is your responsibility to ensure that the goods are in excellent and unused condition, with the original packaging used where available to protect the item/s for its return journey. Once returned to us, we will inspect the item/s to ensure everything is as expected and complete, before arranging your refund using the same method as your original payment (where possible).
If you have noticed a defect or fault on your item/s, please make a note of this on your delivery note and contact us as soon as you are able to. We will work with you to resolve any issues as quickly as possible.
If the item is faulty and the 14-day returns window has passed
If you have noticed a defect or fault on your item/s, please contact our Customer Services team on 01270 628836 as soon as you are able, or email [email protected] providing your name and address and details of the issue. We will do our best to help resolve any issues that you have.
Our Customer Service team is available Monday to Friday, 9.30am-5.00pm.
Complaints
If you are not entirely satisfied with your purchase, please contact our Customer Services team on 01270 628836 where will do our best to help resolve any issues that you have.
