Frequently asked questions

Add items to your basket, go to checkout, enter your delivery details and pay. You will receive an order confirmation email straight away. Your order is accepted when we send you a dispatch confirmation, as explained in our Terms of Service.

No. You can check out without an account. If you create one, you can follow your order history more easily.

Yes, as long as it has not been dispatched. Email info@miarus.com with your order number as soon as possible. If it has already been dispatched, it cannot be stopped, but you can return it under our Returns and Refund Policy.

Contact us immediately. We can only change the address if your order has not been dispatched. See section 8 of our Shipping Policy.

We will email you as soon as possible. You can wait for it to be back in stock, accept a suitable alternative where available, or cancel for a full refund. You will not be charged for items we cannot supply.

You must be 18 or over and have a UK delivery address. Full details are in our Terms of Service.

We deliver to addresses in the United Kingdom: England, Scotland, Wales and Northern Ireland. We do not currently deliver outside the UK. Remote areas, such as the Scottish Highlands and Islands, may take longer. See our Shipping Policy.

Processing takes 1 to 3 working days, and shipping takes 6 to 8 working days, so your total estimated delivery time is 7 to 11 working days from the date you place your order. Working days are Monday to Friday, excluding UK public holidays.

Orders placed after 6:00 PM (GMT) on a weekday, or at any time on a weekend or public holiday, are treated as placed on the next working day.

Delivery costs are calculated automatically and shown at checkout before you pay. There are no hidden delivery fees, and you are not charged extra if your order is sent in more than one parcel.

We email you a tracking number and link when your order is dispatched. Tracking can take up to 48 hours to show its first update. If it has not updated for 5 working days, email us with your order number.

Prices include UK VAT where applicable, and VAT is collected at checkout. If any other customs or import charges could apply, we will tell you before you pay. If you are asked to pay a charge on delivery, contact us before paying. See section 11 of our Shipping Policy.

If it has not arrived within 11 working days, check your tracking, check with neighbours and a safe place near your door, then contact us with your order number. If the parcel is confirmed lost, we will send a replacement or refund you in full. If your order has not arrived within 30 days, you can cancel it for a refund.

Take clear photos of the item, packaging and shipping label, and contact us within 7 days of delivery. We will arrange a replacement or refund at no cost to you. See our Returns and Refund Policy.

Items in one order may be dispatched at different times or in separate parcels. You will receive a separate tracking number for each parcel and you will not pay extra for shipping.

Yes. You have 30 days from the day you receive your order, which is longer than the 14 days required by law. Items should be unused and in their original condition and packaging. See our Returns and Refund Policy.

Email info@miarus.com with your order number and the item you wish to return. We reply within 1 business day with confirmation and the return address. Please do not send anything back before you hear from us.

For a change-of-mind return, you pay the cost of sending the item back. If the item is faulty, damaged or incorrect, we pay for the return. We recommend a tracked and insured service, as you are responsible for the parcel until it reaches us.

We refund you within 14 days of receiving your return, or of you providing proof that you have sent it back, whichever is earlier. Refunds go to your original payment method. Your bank may need a few more business days to show it.

Within 30 days of delivery, you are entitled to a full refund. After 30 days and within 6 months, you can ask for a repair or replacement, and a refund if that is not possible. Contact us with your order number and photos of the fault.

A few categories are excluded by law, such as personalised goods and sealed hygiene items that have been opened. Any exclusions are shown on the product page. See section 7 of our Returns and Refund Policy.

We do not offer direct exchanges. Return the original item for a refund and place a new order for the item you want.

We accept American Express, Apple Pay, Google Pay, Maestro, Mastercard, Shop Pay and Visa. The methods shown to you depend on your device and card issuer. See our Payment Policy.

Payment is taken in full when you place your order. If an item is unavailable or an order is cancelled before dispatch, we release or refund the amount.

Yes. Checkout uses an encrypted connection, and payments are handled by PCI DSS-compliant providers. We never see or store your full card number or security code. Your bank may ask you to confirm the payment, for example with a passcode or banking app.

Common reasons include incorrect card details, insufficient funds, an expired card, a failed bank verification or a spending limit. Check your details, contact your bank, or try another payment method.

All prices are in pounds sterling (GBP). If your card is in another currency, your bank sets the exchange rate and may charge a fee, which we cannot refund.

Email info@miarus.com with your order number, the date and a screenshot of the charges. If an error was made, we refund the difference to your original payment method. Please also note that pending authorisations usually drop off automatically.

We use it to process your order, deliver it, handle returns and refunds, provide customer service and meet legal obligations. We do not sell your data. Read our Privacy Policy for full details.

Yes. Under UK data-protection law you can ask to access, correct or delete your data, object to marketing and more. Email info@miarus.com. We aim to respond within one month.

Click the unsubscribe link in any marketing email, or email us. You will still receive essential messages about your orders.

Use the cookie banner or the cookie settings link on the website to accept, reject or customise non-essential cookies. See the Privacy Policy.

Miarus is operated by NovaSupplies VOF. Our company and legal details are in our Legal Notice.

Your statutory rights under UK law, including the Consumer Rights Act 2015, always apply and are not limited by our policies. See our Terms of Service. For free, independent advice, you can contact Citizens Advice on 0808 223 1133.

Email info@miarus.com with the subject line "Complaint" and your order number. We aim to acknowledge it within 1 business day and resolve it within 14 days.

You can contact us through our contact page or by email at info@miarus.com. Our hours are Monday to Friday 8:30 AM to 6:00 PM, Saturday 9:00 AM to 6:00 PM (GMT), and closed on Sunday. We aim to respond within 1 business day.