Returns & Replacements

Please contact us by email to hello@missmilly.co.uk with photos of any faulty products before posting them as most issues can be dealt with this way. We will not refund postage for physical returns that haven’t been approved.

All product returns must be accompanied by a completed Returns Form. Download Returns Form

No Quibble Refund for First Orders

We understand that when buying from the Internet, customers can very occasionally be disappointed with the goods when they arrive although in 10 years in the industry we have never had an order returned. For this reason, we will issue a refund for complete first orders returned to us within seven days of receipt. Any goods returned must be received by us in the same condition and in the same packaging in which they were sent to you. The refund will be made by BACS or card within 30 days of the goods being returned. The refund will be for the goods and shipping. For payments made by card, the original card fee charged by Stripe will not be refunded. For hygiene reasons, opened earrings and body jewellery cannot be returned. This offer only applied to complete first orders placed online and not from retailers who have seen the products with a sales agent or at a trade show or for partial returns.

Returns Policy for Other Orders

We will issue a credit note for goods that have been received and you no longer want. Any goods returned must be received by us in the same condition and, as far as possible, in the same packaging in which they were sent to you within seven days of you receiving them. The credit note will be issued within 30 days of the goods being returned. The credit note will be for the goods only and not include any postage costs. If the order was paid for by card, the card fee will not be included in the credit note. Credit notes are valid for six months from the date of creation. If your original order was carriage paid and your returns bring you under the £300 ex VAT carriage paid bracket, the cost of postage will be deducted from your refund. If your returns bring you below the £100 ex VAT minimum order, a restocking charge of 25% of the cost of the goods returned will be deducted from your refund. For hygiene reasons, earrings and body jewellery cannot be returned unless they have been sent in error. 

Exchanges

If you would like an exchange/alternative item, then please specify the item code, size and colour (where applicable). Postage will be charged for sending the new products out to you. A restocking fee of £2.25 will also be charged where there is nothing wrong with the returned items.

Faulty Goods or Wrong Item

You must notify us within seven days of the date of delivery if any of the goods are faulty or are not as ordered. If you do not inform us within seven days, then we will have no liability for items said to be damaged, faulty or incorrect on delivery. Items that we agree are faulty or not as ordered will be replaced at no charge. If an exact replacement is not possible a credit note will be issued. We will not replace faulty items that were ordered more than a year prior to being returned. Miss Milly will not accept for return, items that have been damaged through misuse, neglect, accident or intent howsoever caused, whether by you or your customer.

Damaged Deliveries

If a package arrives in a damaged condition, do not open it, but immediately ask the delivery firm to return the package, and please inform us.

Overseas Customers

Customers outside the UK but within the EU have nine days from the date of receipt to return unwanted or faulty goods. Customers in the rest of the world have 14 days from the date of receipt to return goods. If you do not inform us within the stated nine or 14 days, then we will have no liability for goods said to be damaged, faulty or incorrect on delivery. A credit note will be issued within 30 days of the goods being returned. In the event of a refund being issued, this will be made by credit or debit card in Pounds Sterling. If refunds cannot be made by credit or debit card, a foreign CHAPS payment in Pounds Sterling will be made directly to your bank account. For returned goods that are not faulty and were correctly dispatched, the customer will be responsible for all charges incurred by both Miss Milly and themselves.

Returned Items

It is the customer’s responsibility to ensure that returned items are adequately packaged as replacements and refunds will only be made for items that are received in good condition. We also suggest that you obtain a proof of postage certificate or use Recorded Delivery when returning goods as we can’t be held responsible for goods lost in transit to us. Always include proof of purchase (copy of invoice or receipt) and a completed returns form.

Miss Milly’s Returns Policy does not affect your UK statutory rights for business purchases.