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Milina London

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Returns & Exchanges

 

Our standard return policy is 30 days (details in Clause 7 below). However, please also note certain items such as earrings (once unsealed) or customised products cannot be refunded due to hygiene reasons or because they are clearly personalised (Clause 8 below).

In any event reach out to us on returns@milinalondon.com for any queries and we will be happy to help.

 

7. Your Right of Return and Refund
7.1 You have a legal right to cancel a Contract during the period set out below in clause
 
7.2. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

7.2 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:


Your Contract

End of the cancellation period

Your Contract is for a single Product (which is not delivered in instalments on separate days).

The end date is the end of 30 days after the day on which you receive the Product.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 9 February.

Your Contract is for either of the following:

· one Product which is delivered in instalments on separate days.

· multiple Products which are delivered on separate days.

The end date is 30 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 14 February.

 

7.3 To cancel a Contract, you just need to let us know that you have decided to cancel. You can e-mail us at returns@milinalondon.com or contact us by telephone on +44 (0) 20 3627 0176 or by post to Milina London Limited, Suite 12, 37 Stanmore Hill, Middlesex HA7 3DS, United Kingdom. If you are e-mailing us or writing to us please include details of your order to help us to identify it. This includes your name, date of order and order number. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

7.4 If you cancel your Contract we will:

(a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

(c)  make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

(i) if you have received the Product: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 7.7;

(ii) if you have not received the Product: 14 days after you inform us of your decision to cancel the Contract;

(iii) If you have not received the Product but it is in transit/has been dispatched: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information on how to return a Product to us in this event, see clause 7.8.

7.5 If you have returned the Products to us under this clause 7 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

7.6 We will refund you in the method of payment used by you to pay.

7.7 If a Product has been delivered to you before you decide to cancel your Contract:

(a) Then you must take reasonable care of the Product from the time you receive them until you return them to us.

(b) You must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You will be responsible for the costs of returning Products to us.

(c) You will be responsible for arranging insurance cover in respect of any Products returned to us.

(d) You will be responsible for ensuring that the Products are returned to us in reasonable re-saleable condition (i.e. undamaged, unworn, unsized and complete with undamaged paperwork).

7.8 If a Product has been delivered to you after you have decided to cancel your Contract:

(a) Then you must take reasonable care of the Product from the time you receive them until you return them to us.

(b) You must return it to us without undue delay and in any event not later than 14 days after the day on which you received the Product. You will be responsible for the costs of returning Products to us.

(c) You will be responsible for arranging insurance cover in respect of any Products returned to us.

(d) You will be responsible for ensuring that the Products are returned to us in reasonable re-saleable condition (i.e. undamaged, unworn, unsized and complete with undamaged paperwork).

7.9 If you wish to Cancel the Contract outside the period specified in Clause 7.2, you should send us a cancellation request by email at returns@milinalondon.com or by post to Milina London Limited, Suite 12, 37 Stanmore Hill, Middlesex HA7 3DS, United Kingdom and include the details of your order and the reason(s) why you wish to Cancel the Contract and return the Product(s) to us for our inspection. You will be responsible for the costs of returning the Product(s) to us and be responsible for arranging insurance cover in respect of any items returned to us. Upon receipt of the returned Product(s):

(a) We will inspect the Product(s) and inform you (in our sole discretion) by email within a reasonable time whether you are entitled to a refund;

(b) In the event that the returned Product(s) is/are found to be faulty or was mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us;

(c) In regards to (b) above, we will refund you on the method of payment used by you to pay;

(d) If following our inspection in (a) above, we decide that you are not entitled to a refund we will inform you of our decision by email and make arrangements with you to return the Product(s) back to you. You will be responsible for the delivery charges and the costs of any insurance cover provided (at our sole discretion) in the event we agree to return the items back to you.

7.10 If you are returning the Products to us from outside the United Kingdom under this Clause 7,

(a) We will not refund any domestic taxes or duties incurred by you.

(b) You must mark the words "Returned Goods" on any customs declarations for the parcel otherwise it may get held up at customs and incur duty which you will be responsible for paying.

(c) You will be responsible for returning Products to us. You must obtain a Post Office receipt as proof of postage and arrange appropriate insurance cover.

(d) We will make the refund back as under this Clause 7.

7.11 We are under a legal duty to supply Products that are in conformity with this Contract. You have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 7 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
 


8. Exceptions to the Right of Refund and Return

8.1 The right to refund and return does not apply to the delivery of products which are not suitable for return due to health protection or hygiene reasons if unsealed by you after delivery or the supply of goods made to your specifications or clearly personalised.
 
 

9. Delivery

9.1 We will contact you with an estimated delivery date, which will usually be within two days after the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order). Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 14 for our responsibilities when this happens.

9.2 Delivery of an Order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time.

9.3 You own the Products once we have received payment in full, including all applicable delivery charges.

9.4 If we miss the delivery deadline for any Products then you may cancel your Order straight away if any of the following apply:

(a) we have refused to deliver the Products;

(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

(c) you told us before we accepted your order that delivery within the delivery deadline was essential.

9.5 If you do not wish to cancel your order straight away, or do not have the right to do so under clause 9.4, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your Order if we do not meet the new deadline.

9.6 If you do choose to cancel your Order for late delivery under clause 9.4 or clause 9.5, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us and we will pay the costs of this. After you cancel your Order we will refund any sums you have paid to us for the cancelled Products and their delivery.