Frequently Asked Questions

 

Shipping

What shipping method do you use and how much will it cost?

If your order is over the value of £50, you will automatically qualify for free UK shipping. Our standard shipping cost is £4.10. 

For all our UK customers, we use a Royal Mail, FedEx, or ParcelForce Tracked and Signed For 48 Hour service.

When your order is dispatched, you will receive an email or SMS confirmation, containing your order’s tracking number.
Will you ship internationally?

Yes. For international shipments, we use a variety of trusted couriers including DHL, DPD and ParcelForce Worldwide. 

To get a quote for international shipments, please follow these steps:

  • Add all of the products you would like to purchase to your cart;
  • The shipping cost will automatically be calculated when you reach the checkout page. 
How long will my order take to process?

If your order is received before 12pm, we aim to dispatch your order the same working day. If that isn’t possible, your order will be dispatched on the next working day.

Please note that we do not dispatch orders on weekends or bank holidays.
How long will delivery take?

Once your order has been dispatched, transit time for all UK orders will be 2-3 working days. Please note that Royal Mail will not deliver on Sundays or Bank Holidays.

For international orders, typical transit times are:

  • Orders dispatched to Europe: 3-11 working days.
  • Orders dispatched to North America: 7-14 working days.

Order related

Can I add an item(s) to an existing order?

If your order has not yet been dispatched, yes you can.

Please email us immediately at store@misona.co.uk with your request to add a product(s) or call us on 01793 574505 (Monday to Friday, 9am-5pm), quoting your order number. 

Once the products have been added to your order, you will receive an email asking you to pay the outstanding balance. This will need to be paid before the order is dispatched. 

If your order has already been dispatched, you will need to raise a new order.
Can we change the delivery address on an existing order?

If your order has not been dispatched, yes you can. 

Please email us at store@misona.co.uk or call us on 01793 574505 (Monday to Friday, 9am-5pm) as soon as you can after your order has been placed.

Please note that we can not be held responsible for orders not received due to an incorrect shipping addresses being provided by the customer at the time of purchase.
Can I cancel an existing order?

We can cancel and refund your order if it has not yet been dispatched. 

To cancel an order we recommend emailing us at store@misona.co.uk as soon as possible or give us a call on 01793 574505 (Monday to Friday, 9am-5pm), quoting your order number. 

If your order has already been dispatched, we will not be able to cancel your order. You will need to return the goods to receive a refund in line with our returns policy.
Where is my order?

Once your order has been dispatched, you will receive an email with a tracking number. Please check this tracking number for information on your parcel’s location.

If you’re going to be out when the parcel is due for delivery, we would recommend redirecting to your preferred neighbour, or arrange a re-delivery via the Royal Mail website. 

Please note that the tracking may not update on weekends or bank holidays.
What is your returns policy?

You have 14 days from receiving your item to return back to us. Refunds are paid within 3-5 working days of our warehouse processing the return.

Our returns address is:

Misona Returns
Marvel X Ltd
Unit 8 Oak Tree Business Centre
Spitfire Way
Swindon
SN3 4TX

You can find our returns policy in full here.
Can I place an order over the phone?

Yes. Please call us Monday-Friday, 9am-5pm on 01793 574505 and one of our customer support team will happily take your order.

Product queries

Do your bath mats come with a non-slip underlay?

All of our bath mats either have a non-slip backing, or you will be provided with a non-slip underlay free of charge.

If you are unsure, please check specifications on the product page. 
Are your products produced ethically?

All our factories meet the Ethical Trade Initiative (ETI) code of conduct. Our range is also OEKO-TEX certified, ensuring that no harmful dyes of chemicals were used during production.
Where are your products manufactured?

We have a wide range of trusted suppliers across the world, including Turkey, Portugal, India and many more.
If an item is showing out of stock, will it become available again?

Please contact store@misona.co.uk to find out stock availability and when or if it is estimated to become available.

We will be happy to notify you when the products do become available again.

We do not accept pre-orders for new or out of stock items.

About Misona

Why choose Misona?

Misona is here to make a difference, with a beautiful collection of sustainably sourced and ethically made products. Read our pledge to see what more we are doing for the world!
Who runs Misona?

We are an independent, family business managed and run by its owners, all of whom are passionate about Misona and are at the forefront of day to day operations at our headquarters in Wiltshire.
How can I contact Misona?

There are a number of ways that you can get in touch with us.

To contact us via email directly, please get in touch with store@misona.co.uk. One of our friendly customer support team will get back to you within one working day.

If your enquiry is urgent, you can reach us by telephone on 01793 574505, available Monday-Friday from 9am to 5pm.

Alternatively, you can contact us through our social media platforms.