Refund policy

Last updated: 15 October 2026.

Changing your mind

For standard, non personalised products bought online, you may cancel without giving a reason from placing your order until 14 days after you receive the goods. Where an order is delivered in separate parts, the cancellation period runs from receipt of the last item. Tell us by emailing hello@mielandmuse.com or writing to Miel & Muse, VIRKEX LTD, 16 Garden Mews, Blaydon-on-Tyne, NE21 4AB, United Kingdom. Include your name, order number and the goods you wish to cancel. You do not need our approval or a particular form to exercise this right.

After notifying us, send the goods back within a further 14 days to the address above. Contacting us first helps us identify your return but is not a condition of your cancellation right. Do not send goods directly to a supplier.

Return postage and condition

You pay the direct cost of returning an unwanted, correctly supplied item. We do not charge a restocking fee. You may inspect the goods as you would in a shop. We may deduct for loss in value caused by handling beyond what is needed to establish their nature, characteristics and functioning. Original packaging is helpful but its absence does not remove your statutory rights.

Our standard Zatchels bags are made to order but are not personalised. We do not exclude them from cancellation rights solely because production starts after an order is placed. Any future personalised product and its applicable cancellation exception will be clearly identified before purchase.

Refunds

For a cancellation of the whole order, we refund the goods and the cost of our least expensive standard outbound delivery option. We do not refund the extra cost of an optional delivery upgrade. For a partial cancellation, we refund the cancelled goods and any delivery charge that no longer applies.

We refund the original payment method without a refund fee. We process the refund within 14 days after being informed of cancellation, but may withhold it until we receive the goods or evidence that you sent them back, whichever occurs first. If goods were never dispatched, no return is required.

Faulty, damaged or incorrect goods

Email us with the order number and a description of the issue. Photos are helpful but are not a condition that removes your legal rights. Please contact us before paying return postage so we can arrange an appropriate return and remedy. We cover reasonable necessary return costs for faulty, damaged or incorrectly supplied goods.

Your statutory rights include the short term right to reject faulty goods, normally within 30 days, and rights to repair, replacement, price reduction or refund where applicable. A supplier reporting deadline does not limit your rights against us. We do not require you to obtain a supplier refund before we meet our obligations to you.

Optional cancellation form

To: VIRKEX LTD trading as Miel & Muse, 16 Garden Mews, Blaydon-on-Tyne, NE21 4AB, United Kingdom; hello@mielandmuse.com.
I give notice that I cancel my contract for the following goods: [goods].
Ordered on / received on: [date].
Order number: [number].
Customer name and address: [details].
Date: [date].
Signature: [only if sent on paper].

Nothing in this policy limits your statutory consumer rights.