TERMS & CONDITIONS

Last updated: 02 October 2026

These Terms and Conditions (“Terms”) govern your access to and use of the MIISTA website and your purchase of products through our online stores.

In these Terms, “MIISTA”, “we”, “us” and “our” refer to the MIISTA entity applicable to your purchase. “You” and “your” refer to the person accessing our website or placing an order.

MIISTA operates online stores serving different markets, including the United Kingdom, European Union and United States. Certain provisions, including those relating to delivery, returns, taxes, duties, consumer rights and governing law, may vary depending on the market from which you purchase.

By accessing our website or placing an order, you confirm that you have read, understood and agree to these Terms.

1. DEFINITIONS

These Terms and Conditions (“Terms”) govern your access to and use of the MIISTA website and your purchase of products through our online stores.

In these Terms, “MIISTA”, “we”, “us” and “our” refer to the MIISTA entity applicable to your purchase. “You” and “your” refer to the person accessing our website or placing an order.

MIISTA operates online stores serving different markets, including the United Kingdom, European Union and United States. Certain provisions, including those relating to delivery, returns, taxes, duties, consumer rights and governing law, may vary depending on the market from which you purchase.

By accessing our website or placing an order, you confirm that you have read, understood and agree to these Terms.

2. ABOUT MIISTA

MIISTA is a fashion and footwear brand offering products through its online stores and physical retail locations.

The MIISTA entity responsible for your purchase may differ depending on the market in which your order is placed.

The relevant entity and market-specific information may be provided during checkout or within the applicable legal information available on our website.

3. USING OUR WEBSITE

You may use our website only for lawful purposes and in accordance with these Terms.

You must not:

• use the website for fraudulent, misleading or unauthorised purposes;
• submit false, inaccurate or misleading information;
• attempt to interfere with the security or operation of the website;
• introduce malicious software or other harmful material;
• reproduce, copy or commercially exploit MIISTA content without authorisation; or
• use the website or products for unauthorised resale or commercial activity where prohibited.

You are responsible for ensuring that all information provided to MIISTA is accurate and complete.

By placing an order, you confirm that you are at least 16 years old and have the legal capacity to enter into a binding agreement.

4. PRIVACY & PERSONAL INFORMATION

Your personal information will be processed in accordance with our Privacy Policy and applicable data protection legislation.

We may use information provided by you to process and fulfil your order, communicate with you, provide customer service, process payments and returns, prevent fraud and comply with our legal obligations.

Payment methods may be subject to validation and authorisation checks.

We may also carry out additional security or fraud-prevention checks where reasonably necessary.

Where additional information or documentation is required to verify an order, we may contact you and request information reasonably necessary for this purpose.

Any personal information collected as part of these checks will be handled in accordance with our Privacy Policy and applicable data protection legislation.

5. PRODUCTS & AVAILABILITY

We make reasonable efforts to ensure that product descriptions, images, colours, sizing information and prices displayed on our website are accurate.

However, minor variations may occur, particularly in relation to colour and appearance depending on your device or screen.

All products are subject to availability.

We reserve the right to limit quantities available for purchase and may restrict or decline orders where reasonably necessary.

Where a product becomes unavailable after an order has been submitted but before the order has been accepted, we may cancel the relevant product and refund any payment taken.

6. PRICES & PAYMENT

Prices are displayed in the currency applicable to the relevant MIISTA website or market.

Available payment methods may vary depending on your location and will be displayed at checkout.

MIISTA may accept credit and debit cards, PayPal, Google Pay, Shop Pay, Klarna and other payment methods made available through the relevant website.

By submitting an order, you confirm that you are authorised to use the payment method provided.

Payment may be subject to authorisation or verification before an order is accepted.

If payment cannot be authorised or completed, we may be unable to accept or fulfil your order.

Delivery charges, taxes and duties will be applied in accordance with the relevant market and will be displayed during checkout where applicable.

If we identify an obvious pricing or product information error, we reserve the right to correct the error and, where appropriate, cancel the affected order.

6.1 PAYMENT DISPUTES & CHARGEBACKS

If you have an issue with an order or payment, please contact our Customer Care team so that we can investigate and help resolve the matter.

If a payment dispute or chargeback is raised with your payment provider, we may provide relevant information relating to the order, payment, delivery, return, refund and communications with our Customer Care team to assist with the investigation.

We may also review and investigate claims relating to unauthorised transactions, non-delivery, returns or refunds and take appropriate action where necessary.

7. PLACING AN ORDER

Our website will guide you through the process of placing an order.

Before submitting your order, you will have the opportunity to review your selected products, delivery information and payment details and correct any errors.

Once you submit your order, we will send you an email confirming receipt of your order (“Order Confirmation”).

The Order Confirmation confirms that we have received your order but does not constitute acceptance of the order or formation of a contract.

All orders remain subject to product availability, payment authorisation and our order review process.

8. ORDER REVIEW, REJECTION & CANCELLATION

To protect MIISTA, our customers and the security of our online transactions, orders may be subject to automated or manual review before acceptance.

Orders may be reviewed for reasons including, but not limited to:

• payment or billing verification;
• delivery information;
• unusual ordering activity;
• product availability;
• pricing or product information;
• suspected fraudulent or unauthorised activity;
• security concerns; or
• other circumstances that require additional verification.

Where reasonably necessary, we may contact you to request additional information or documentation to verify your order.

We reserve the right to reject or cancel an order where we have a legitimate reason to do so, including where:

• we reasonably suspect fraudulent, unauthorised or unlawful activity;
• payment cannot be authorised or completed;
• information provided cannot be verified;
• the requested product is unavailable;
• a product or price has been displayed incorrectly;
• a product does not meet our quality-control requirements;
• an order appears to have been placed for unauthorised resale or commercial purposes; or
• our security checks identify concerns relating to the order.

Where an order is rejected or cancelled, we will notify you using the contact information provided with the order.

Where payment has already been taken, we will arrange for the applicable amount to be refunded to the original payment method.

Where a payment has been pre-authorised but not captured, the authorisation will be released where applicable. The time required for funds to become available may depend on your bank or payment provider and is outside MIISTA’s control.

9. CONTRACT FORMATION

The Order Confirmation confirms receipt of your order and does not constitute acceptance.

Your order will be accepted when we issue a Shipping Confirmation confirming that the relevant product has been dispatched.

The contract between you and MIISTA will be formed when the applicable Shipping Confirmation is issued.

Only the products specifically identified in the relevant Shipping Confirmation will form part of the contract.

Where products are dispatched separately, you may receive separate Shipping Confirmations.

10. SHIPPING & DELIVERY

Delivery options, costs and estimated delivery times vary depending on your destination and the delivery method selected at checkout.

Orders generally require 1–2 working days to be processed at our warehouse before being dispatched, depending on the delivery option selected.

Once your order has been dispatched, we will send you a Shipping Confirmation and tracking information where available.

Please allow up to 24 hours from receipt of the Shipping Confirmation for the tracking link to become active.

The following delivery times apply to the relevant destinations, subject to availability and the delivery option displayed at checkout.

Delivery options, availability and applicable charges may vary depending on the destination. The delivery options and charges presented at checkout will apply to your order.

Delivery times are estimates and are not guaranteed delivery dates unless expressly stated otherwise.

During sale periods, national holidays and periods of increased order volume, delivery times may take longer than usual. We may require up to four additional working days on top of normal processing times during such periods.

11. TAXES AND DUTIES

11.1 UK Website

For orders placed through our UK website and shipped within the UK, all applicable taxes and charges are included at checkout. No additional customs duties, import taxes or other customs charges will be payable upon delivery.

For orders placed through our UK website and shipped internationally, including to Europe, applicable customs duties, import taxes and other local charges may apply. These charges are the responsibility of the customer and are not included in the purchase price or covered by MIISTA. The applicable charges depend on the destination country and its customs regulations.

11.2 EU Website

For orders placed through our EU website and shipped to Europe, the UK, USA and Canada, any applicable customs duties, import taxes and other charges arising on delivery are covered by MIISTA. Customers should not be required to pay any additional customs or import charges upon delivery.

For orders shipped to Mexico, Switzerland, Norway, Asia and other destinations outside the above regions, applicable customs duties, import taxes and other local charges may apply. These charges are the responsibility of the customer and are not covered by MIISTA.

For Australia, customs duties are generally not applicable below the import threshold set by the Australian authorities. If the value of an order reaches or exceeds the applicable threshold, customs duties, import taxes or other charges may be imposed at the time of delivery. Any such charges are the sole responsibility of the customer.

MIISTA is not responsible for any customs duties, import taxes, clearance fees or other additional charges imposed by the customs authorities or other relevant authorities in the destination country for orders shipped outside the regions where such charges are covered by MIISTA.

11.3 USA Website

For orders placed through our USA website and shipped within the USA, applicable sales taxes are calculated at checkout. No additional taxes, customs duties or import charges should be payable upon delivery.

For orders placed through our USA website and shipped internationally, including to Canada, Europe, the UK, Mexico, Asia and other destinations, applicable customs duties, import taxes and other local charges may apply. These charges are the responsibility of the customer and are not covered by MIISTA.

11.4 Refused or Rejected Shipments

If you refuse or reject an international shipment because you do not wish to pay applicable duties, taxes or customs charges, the shipment may be returned to MIISTA.

Refusing delivery does not cancel or waive any charges incurred. Where MIISTA incurs duties, taxes, customs charges, courier fees, return fees or other costs as a result of a refused or rejected shipment, these costs may be deducted from any refund due to you.

Any remaining balance will be refunded in accordance with our Returns Policy.

The amount of any applicable duties or taxes depends on the destination country, the value and nature of the goods and local customs regulations. Customers are responsible for checking applicable import requirements before placing an order.

12. RETURNS & EXCHANGES

Our Returns Policy sets out the detailed requirements and procedures applicable to returns and exchanges.

12.1 ONLINE RETURNS

Eligible online purchases may be returned by submitting a return request within 14 days of receiving the order.

Once a return label has been issued, the return must be shipped within 14 days.

Where a MIISTA return label is provided, customers must use the designated return service.

A return fee of £15, €15 or $15, as applicable, may be deducted from eligible refunds.

Original postage and packaging charges are not refunded where permitted by the applicable policy.

Where a return is shipped from a country different from the original delivery destination, additional shipping costs may apply.

Returned products must be:

• unworn and unused;
• in their original condition;
• returned with all applicable tags and labels attached; and
• returned with all original packaging where required.

Footwear must be returned with its original shoe box.

The shoe box must be returned in reasonable condition and must not have postal or courier labels attached to it.

The shoe box must be protected by appropriate external packaging during return.

Returns may be rejected where the product has been worn, damaged, altered or otherwise returned in a condition that does not comply with the applicable return requirements, subject to statutory rights.

Returns may take up to 14 days from receipt at our warehouse to be processed.

Import duties, taxes and customs charges and other local charges paid by the customer are not refundable by MIISTA. These charges are imposed by the relevant customs authorities, tax authorities or delivery provider and are separate from the purchase price paid to MIISTA. Where applicable, customers should contact the relevant authorities or carrier directly regarding any potential reimbursement of such charges.

12.2 FULL-PRICE REFUNDS

Eligible full-price purchases may be returned for a refund to the original payment method.

Any applicable return fee or permitted deduction will be deducted from the refund.

Where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning and its value has been diminished as a result, MIISTA may make an appropriate deduction from the refund.

12.3 ONLINE EXCHANGES

Eligible products may be exchanged for another size or eligible product, subject to availability.

The first exchange of an eligible full-price purchase is free of charge.

A £15, €15 or $15 fee may apply to subsequent exchanges from the same order.

MIISTA processes exchanges through store credit or gift card.

When an exchange is requested, the value of the original purchase will be issued as MIISTA store credit in the form of a gift card.

The customer may then use the gift card towards the replacement product through the MIISTA website.

Where the replacement product has a higher value than the original purchase, Customer Care may create a new order and issue an invoice or payment request for the additional amount.

Where the replacement product has a lower value than the original purchase, the remaining balance will remain available on the applicable gift card or store credit.

All exchanges are subject to product availability.

12.4 RETURNS FOLLOWING AN EXCHANGE

Where a product has been exchanged using MIISTA store credit or gift card, any subsequent return of the exchanged product will be refunded to store credit or gift card.

Products purchased using MIISTA gift card or store credit will be refunded to the same form of payment.

12.5 SALE, OUTLET & PROMOTIONAL PURCHASES

Products purchased during a sale, from the outlet section or using certain promotional offers may be returned for gift card or store credit only.

Eligible sale and promotional products may be exchanged for another size or eligible product, subject to availability.

If an exchange product becomes unavailable, the value of the original purchase may be issued as a gift card or store credit.

The applicable returns policy also applies to purchases made using personalised discount codes, unless otherwise stated in the specific promotional terms.

Where an exchange product is more expensive than the original product, Customer Care may create a new order and issue an invoice or payment request for the additional amount.

Where the replacement product is less expensive, the remaining balance will remain available on the gift card or store credit.

12.6 ONLINE ORDERS RETURNED TO STORE

Online purchases must generally be returned through the applicable online returns process and cannot be returned directly to a MIISTA store.

Exception: Online purchases made through the USA website may be returned directly to the MIISTA NYC store, where the return can be processed in store, subject to the applicable online returns policy and requirements.

The MIISTA NYC store is currently the only MIISTA store able to process online returns directly. Online purchases made through other MIISTA websites cannot be returned directly to a MIISTA store.

12.7 IN-STORE RETURNS

Products purchased directly from a MIISTA store are subject to the applicable in-store return policy.

The return period and conditions for in-store purchases may differ from those applicable to online purchases.

Proof of purchase may be required.

12.8 IN-STORE EXCHANGES

Products purchased from a MIISTA store may be exchanged subject to the applicable in-store exchange policy and product availability.

12.9 FAULTY, DAMAGED OR INCORRECT PRODUCTS

All products are subject to quality control checks before shipment to ensure they meet our quality standards and are in suitable condition for dispatch.

If you receive a product that you believe is faulty, damaged or incorrect, you should contact Customer Care as soon as possible.

We may initially request photographs, videos or other information to assist with assessing the issue.

For products received damaged, MIISTA may request that customers contact Customer Care within 48 hours of delivery, providing the relevant order number and supporting images.

12.10 FAULTY PRODUCT INSPECTION

In certain circumstances, MIISTA may require a product to be physically returned to us for inspection before a faulty-product claim can be assessed and a final decision made.

Where a physical inspection is required, we will provide instructions for returning the product and, where applicable, provide an appropriate return service.

The return of a product for inspection does not automatically mean that the reported fault has been accepted or that a refund, replacement or other remedy will be provided.

The product will be assessed to determine whether the reported issue is attributable to a manufacturing defect or general wear and tear.

Where a manufacturing defect is confirmed, MIISTA will provide an appropriate remedy in accordance with applicable law. This may include repair, replacement, exchange, store credit or refund, depending on the circumstances.

Normal wear and tear is not considered a manufacturing defect.

Damage resulting from accidental damage, misuse, improper care, alteration or other damage caused after purchase is also not considered a manufacturing defect.

If, following inspection, MIISTA determines that the issue is caused by normal wear and tear, accidental damage, misuse, improper care or another cause that is not a manufacturing defect, the claim may be rejected.

Where a claim is rejected following inspection, the product may be returned to the delivery address associated with the original order.

Any applicable return delivery costs for a rejected claim will be communicated to the customer.

13. REPAIRS

MIISTA may offer repair support for eligible products where repair is reasonably possible and appropriate.

Repair eligibility may depend on the product, its age and condition, and the nature and cause of the issue.

Manufacturing defects may be eligible for repair or another appropriate remedy. Normal wear and tear, accidental damage, misuse, improper care or alterations may not be eligible for complimentary repair.

Where a repair is possible, MIISTA will assess the product and advise the customer of the available repair solution.

Where MIISTA determines that a repair should be carried out by an external or local repair specialist, MIISTA may arrange or reimburse the applicable repair cost in accordance with our repair policy.

Any reimbursement or payment relating to an approved repair will be processed separately from the original order and will not ordinarily be issued to the original payment method.

Where a reimbursement is approved, payment may be made by bank transfer. Customers may therefore be required to provide accurate bank account details and any other information reasonably necessary to process the payment.

MIISTA is not responsible for delays caused by incorrect or incomplete banking information supplied by the customer or by the customer’s bank or payment provider.

Repair reimbursements are subject to prior approval by MIISTA. Customers should not incur repair costs on the assumption that they will be reimbursed unless this has been expressly agreed with MIISTA in advance.

14. GIFT CARDS & STORE CREDIT

MIISTA gift cards and store credit are issued subject to the terms applicable to the relevant market.

Unless otherwise stated, MIISTA gift cards and store credit are valid for one year from the date of issue.

Gift cards and store credit are valid only within the market and/or currency for which they were issued, where applicable.

Gift cards and store credit cannot be exchanged for cash.

Where a refund is issued as store credit or gift card, the applicable gift card or store-credit terms will apply.

15. PROMOTIONS & DISCOUNT CODES

Promotional offers, discount codes and personalised discounts are subject to the specific terms communicated at the time of the promotion.

Promotions may be subject to:

• expiry dates;
• minimum spend requirements;
• product exclusions;
• geographical restrictions;
• limited quantities; or
• other conditions specified at the time of the offer.

Unless expressly stated otherwise, promotional offers cannot be combined.

Orders placed before a sale or promotion are not eligible for a retrospective price adjustment to reflect a subsequent promotional price.

MIISTA does not price match products purchased through other retailers.

The return and exchange treatment applicable to sale and promotional purchases is set out in Section 12.

16. DELIVERY ISSUES & INVESTIGATIONS

If your order is delayed, suspected to be lost, damaged or marked as delivered but has not been received, please contact Customer Care.

MIISTA may open an investigation with the relevant courier where necessary.

You may be required to provide information reasonably necessary to assist with the investigation, including confirmation of your delivery address and details concerning the delivery.

Investigation times may vary depending on the courier, destination and circumstances.

Where a delivery method does not require a signature, the courier’s delivery confirmation may be considered when assessing a delivery dispute.

If an order is rejected or a delivery cannot be completed and the parcel is returned to MIISTA, any applicable shipping, customs, duties, taxes or return costs may be deducted from any refund in accordance with Section 11.

17. INTELLECTUAL PROPERTY

All intellectual property displayed on the MIISTA website, including trademarks, logos, product designs, photographs, product imagery, text, graphics and other content, belongs to MIISTA or its relevant licensors.

You may not reproduce, copy, distribute, modify, publish or commercially exploit MIISTA content without our prior written consent.

18. EVENTS OUTSIDE OUR CONTROL

MIISTA will not be responsible for delays or failures to perform our obligations where caused by circumstances outside our reasonable control.

Such circumstances may include, without limitation:

• natural disasters;
• strikes or industrial disputes;
• war or civil unrest;
• government restrictions;
• customs disruption;
• courier disruption;
• technical failures;
• cyber incidents; or
• other events that could not reasonably have been prevented.

Where reasonably possible, MIISTA will take appropriate steps to minimise the impact of such events.

19. CHANGES TO THESE TERMS

We may amend these Terms from time to time.

The version of the Terms applicable to an order will generally be the version in force when the order is placed.

The latest version of these Terms will be made available on the relevant MIISTA website.

20. CONTACT US

If you have any questions regarding these Terms, your order, delivery, return, exchange, repair or any other MIISTA service, please contact our Customer Care team.

Email: customercare@miista.com