Here is our FAQ that is at your disposal. We advise you to read it before contacting us. If, however, you do not find the answer to your question we are available at the following address: [email protected]




What are the payment methods? Do you take the checks?

We accept payments by credit card on our website. We do not accept bank checks, transfers or payments at the reception.

Is it possible to cancel or modify my order?

After receiving the confirmation email of your order you can no longer cancel or modify it. However, you will be able to return the items after receipt against a refund. The return costs will then be at your expense.

I still haven't received my order. What takes so long?
We apologize for the delay. Sometimes shipping may take longer than expected. You can, however, trace your order and see where it is at any time. If you still feel that you need help tracing your package or would like to inquire about it, please contact us by email at the  following email
address: [email protected]




Some items are missing from my order, what happens?
It is possible that your order will be shipped in several times. If, for example, it contains items from two different warehouses, there will therefore be two deliveries. The rest of the order will most certainly arrive shortly.

How do I return a product?
We accept the return of your order within 14 days from the date of receipt of your order. The product must be intact, unopened and in its original packaging. 

Please contact customer service via the address:
[email protected] if the returned product does not comply with the return conditions, the refund cannot be made.

I received a damaged item. What can I do?

We are sorry to hear that. Simply send us an image of the damaged item in question with the order number and last name to the  following email address
[email protected]. We will send you a replacement item as soon as possible.

What should I do if I have received a defective product?

 MSV Spirella pays great attention to the quality of our products, in very rare cases, If the product is validated as defective by customer service, we will then send you a free return slip.
 Msv Spirella taking care of the return costs. We will send you a compliant part of the ordered item upon receipt of your defective item. In the event that it is no longer in stock, we will then proceed to its immediate refundWhat

are our refund policies?

We do our best to solve any problems our customers may encounter with their online items. If you still wish to receive a refund on your order, we can of course make the payment, in the event that the appeal is made within 14 days of the date of the order and the product or products concerned are not sold. For more information, please read more about our refund policy available on our website.




What happens if your order arrives broken?

We strongly advise you  to open the package in front of the carrier upon delivery in order to check the condition of the item. If you notice that it is damaged, please kindly:

- Take a picture of the status of the item

- Refuse the package, request the return to the sender and put reservations (explanation of the state of the article) on the driver's slip.

Once this is done, notify us so that we can open a claim with the carrier and forward a new package to you at the same time.

What happens if your order is marked as delivered but you have not received it?

In very rare cases, our trustworthy couriers encounter a few misfires. The problem is probably due to computer tracking issues, or they may have left your package at a neighbor's house. If you still can't find it, contact: [email protected] and we can solve this problem for you.

What are the shipping times?

For products in stock, your order will be processed within 48 working hours after its validation, then 3 to 5 days of delivery. This makes a total of about 7 days to receive your order.

We are doing our best to shorten these deadlines. Nevertheless, even if we do our utmost to process your order as quickly as possible, in the event of an increase in activity, the processing and shipping time of your order may exceptionally be extended.

Do you ship anywhere in the world?

Yes, absolutely. We deliver worldwide.

Where do we ship your product from?

Our offices are located in Rivesaltes in the south of France. Our warehouses are located in Rivesaltes (66), Toulouse (31) and Madrid in Spain.

Do you provide product tracking/tracking information?

Yes, wait 48 hours after your order or ask us via email: [email protected]