Refund policy

Returns & Refund Policy

Last updated: 22 August 2026

We want you to love what you ordered. If something isn't right, this page explains exactly how returns and refunds work at Millimili. This Policy forms part of our Terms of Service.

1. At a glance

• Cancel an order before dispatch — within 24 hours of placing it
• Start a return — within 14 days of delivery
• Report damaged, faulty or wrong items — within 24 hours of delivery, with photos
• Report a parcel that has not arrived — within 20 days of the last tracking update
• Refund issued — within 10 business days of the return being received and approved
• Refund method — your original payment method; store credit available on request

2. Cancelling an order

You can cancel an order free of charge by emailing support@millimili.com with your order number within 24 hours of placing it, provided it has not yet been dispatched. We will confirm the cancellation and refund you in full.

Once an order has been dispatched it can no longer be cancelled, but you can return it under Section 3.

3. Returning an item

Step 1 — Ask us first. Email support@millimili.com within 14 days of delivery with your order number, the item you wish to return and the reason. Returns must be approved before you send anything back — parcels sent without prior approval may be refused or delayed.

Step 2 — We send instructions. Once approved, we will send you the correct return address and instructions. Our return address is provided at this stage; please do not send returns to the address on the parcel or to our registered office.

Step 3 — Send it back. Ship the item within 14 days of receiving our approval, using a tracked service, and send us the tracking number. Keep your proof of postage until the refund is complete.

Step 4 — We inspect and refund. On arrival we inspect the item. If everything is in order, we refund you within 10 business days to your original payment method. Your bank may take a few extra days to show the funds.

4. Condition of returned items

To be accepted, an item must be returned:

• unworn, unwashed and unaltered;
• with all original tags still attached and any hygiene seal intact;
• free from make-up, fake tan, perfume, deodorant, stains, pet hair and smoke odour;
• in its original packaging, with any belt, cover, bag or accessory included.

Please try garments on carefully. You are welcome to handle an item as you would in a shop; if handling goes beyond that and reduces the value of the item, we may reduce your refund accordingly, and we will explain the deduction to you.

Items returned in a condition that cannot be resold may be refused. Where that happens, we will contact you and can return the item to you at your cost.

5. Return shipping costs

• You pay return shipping, plus any duties or clearance fees arising on the return, where you are returning an item because you changed your mind, chose the wrong size, or no longer want it.
• We pay return shipping where the item is faulty, damaged in transit, or not what you ordered.

Any import duties charged to us on a returned parcel may be deducted from your refund, except where you are exercising a statutory right of withdrawal (Section 7).

6. Deductions from refunds

• Customers in the European Union and the United Kingdom, returning within 14 days: no handling or restocking fee is deducted. We refund the full price of the item together with the standard delivery charge you originally paid. If you chose a more expensive delivery option, we refund the standard rate.
• Customers elsewhere: a handling and restocking fee of up to 20% of the item price may be deducted on change-of-mind returns and on cancellations made after dispatch. Original shipping charges are not refunded in these cases.
• All customers: no fee is ever deducted where the item is faulty, damaged in transit, or not what you ordered — in that case you receive a full refund including all shipping costs.

7. Your statutory right of withdrawal (EU and UK customers)

If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. To exercise it, tell us clearly — an email to support@millimili.com is enough. You then have 14 days to return the goods. We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.

This right does not apply to goods made to your specifications or clearly personalised, or to sealed goods returned unsealed where this is not appropriate for health protection or hygiene reasons.

Nothing in this Policy limits your statutory rights, including your rights if goods are faulty or not as described.

8. Items that cannot be returned

• Items clearly marked "Final Sale" on their product page at the time of purchase.
• Gift cards.
• Items made or altered to your specifications, or personalised for you.
• Items returned outside the 14-day window, or without prior approval.
• Items returned in a condition that does not meet Section 4.

These exclusions do not apply where an item is faulty, damaged in transit or not what you ordered, and they do not override mandatory consumer law.

9. Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If anything is damaged, faulty or not what you ordered, email support@millimili.com within 24 hours of delivery and include:

• your order number;
• clear photographs of the item showing the problem;
• a photograph of the outer packaging and the shipping label.

Reporting within 24 hours lets us resolve the issue quickly and make a claim against the carrier where transit damage is involved. If you report later, we will still help you and your statutory rights are unaffected — but carrier claims may no longer be possible. Faults that could not reasonably have been spotted on inspection may be reported as soon as you notice them.

Where a claim is confirmed, we will replace the item or refund you in full, including all shipping costs, at your choice where available.

Please note that the colour and measurement variations described in our Terms of Service — screen colour differences, a tolerance of approximately ±3 cm, and natural irregularities in lace, beading and embroidery — are normal characteristics of our garments and are not treated as faults. You may still return such items under Section 3.

10. Parcels that do not arrive

If tracking shows no movement for an extended period, or the parcel is marked delivered but you have not received it, contact us within 20 days of the last tracking update so we can open an investigation with the carrier. Carriers impose their own claim deadlines, and we may be unable to help once those have passed.

Where a parcel is confirmed lost in transit, we will replace it or refund you in full.

We cannot accept responsibility for parcels lost or delayed because of an incorrect or incomplete address supplied at checkout, or for parcels signed for at the delivery address by someone else, or left in a location you instructed the carrier to use.

11. Exchanges

We do not offer direct exchanges. To change size or colour, return the original item under Section 3 and place a new order — this is faster and guarantees the new item is reserved for you.

12. Store credit

If you prefer store credit instead of a refund, tell us when you request the return. Store credit is issued as a gift card code, is valid for 12 months from issue, is non-transferable and cannot be exchanged for cash except where required by law.

13. Refused, unclaimed or undeliverable parcels

If a parcel is refused, or is returned to us because it was not collected, because import charges were not paid, or because the address was incorrect, we will refund the price of the goods less the outbound and return shipping costs and any duties or fees charged to us. Where you are an EU or UK consumer exercising your right of withdrawal, Section 7 applies instead.

14. Contact

All return and refund requests: support@millimili.com. We respond within 1–3 business days.