FAQ

Find the answers to our frequently asked questions below. If you have any further questions, please do not hesitate to contact us. Our team will answer your questions as soon as possible.

Contact

Do you need support? Please do not hesitate to contact us. We are here to help you. Just send an email to info@miyanaberlin.com or fill our our contact form.

Shipping & Delivery

We ship within the European Union. Currently there is no shipment outside the EU. Within Germany you can choose between DHL, UPS or DPD. All international orders are shipped via DHL.
Please be aware that we cannot deliver to post office boxes. In case of partial shipments, shipping costs will be charged only once.

SHIPPING COSTS AND DELIVERY TIMES

We offer free shipment on all orders over 350 Euro. Please see the shipping method as well as shipping costs and delivery times for your destination here.

TRACKING

As soon as we have shipped your order you will receive an email with your tracking ID. Please note that it can take up to two hours after receiving the email to show your status. 

Return & Exchanges

We hope you love your purchase as much as we do. However, in case you wish to return your purchase we offer free returns in the EU within 14 days of receipt following the process below. Please note that no returns will be accepted after the fourteen days free return window.
We don’t offer an exchange service through our website. To order your items in a new size, style or color, we kindly ask you to proceed with the return and place a new order.

RETURN CONDITIONS

• All items must be returned in their original condition, without having been worn, washed or altered
• Merchandise must be returned in one package
• We can only accept returns from the country to which an order was originally shipped, for example, orders delivered to Germany must be returned from Germany. Otherwise, the return is unfortunately not free of charge (import and shipping fees will be charged at your own expense)

HOW TO RETURN YOUR ITEM?

Step 1
Go to our website www.miyanaberlin.com and fill out the return form, which you will find under Return form at the bottom of our website. After completing, we will send you a free return label to your email address.
Step 2
Sign and insert the return document, along with the item and the shoe bag into the original packaging. Please make sure that the item you return is in its original condition. Damaged items will not be refunded and will be send back to you.
Step 3
Print out the shipping label and attach it to the package. Drop off your package at your chosen drop off point. You can find the address of your drop off point in the return mail we sent you.
Step 4
Once we received the package, we will refund your order to the original payment method. You will receive an email as soon as we have processed your return. The refund can take up to 10 business days to be credited back to you.
Please note that all duties, taxes and shipping fees are non-refundable.
Your opinion matters! We are very sorry that your item is not what you had hoped for. To assist you better in the future please let us know the reason for your return.
If you are feeling unsure about our sizing, please head over to our size guide or contact us. Together we can lower the environmental impact of unnecessary freights. Please take this into consideration when creating a return. 

Size Guide

All our sizes are regular Italian sizes. If you are unsure which size fits the best, take a look our at our size guide, which you will find on the product description page or here.  Simply measure your feet and choose the correct size. Please keep in mind that you need some space in the front. For further questions do not hesitate to contact us. 

Secure Payment

CURRENCY

Payments, as well as refunds are invoiced in Euro (EUR).

CREDIT OR DEBIT CARD

Possible transfer fees, as well as bank service charges, might be charged to the customer. If the customer is charged transaction fees by their bank, Miyana will not refund these charges.
We accept the following credit cards and debit cards: Mastercard, American Express, Visa and Maestro.
A safe SSL connection (Secure Socket Layer) provides for the safe transmission of your personal data, including credit card and account information. The encrypted data is only deciphered when used by the payment system.
The following applies for all payments by credit card: refunds from returns will always be charged back on to the credit card that the original order was paid for with.

PAYPAL

Please select "PayPal" as your payment method and you will be transferred to the PayPal site automatically. If you have an existing PayPal account, you can log in using your user data to confirm the payment. If you do not have a PayPal account, you can register one and proceed with the payment. Refunds from returns will be booked onto the registered PayPal account.

Duties & Taxes

No additional taxes or customs duties are charged for articles that are shipped within the European Union. The articles’ prices and shipping costs include VAT and are thus listed as gross prices.