How can I contact you?
To contact us at any time, please visit our contact us page, and we will get back to you as soon as possible,
What Is your Shipping policy?
To understand our shipping policy, please visit our" Shipping & Delivery "page
How do I know if my order was successfully placed?
After completing your purchase, you will receive an order confirmation email with your order number and purchase details. Please check your spam or junk folder if you do not see it within a few minutes.
Can I change or cancel my order?
We begin processing orders quickly, so changes or cancellations are not always possible. Please contact us as soon as possible at support@milomilaatelier.com.
We will do our best to help, but we cannot guarantee changes once the order has entered processing or has already shipped.
I entered the wrong shipping address. What should I do?
Please contact us immediately with your order number and the correct address.
If your order has not yet been processed, we may be able to update it. Once the package has shipped, we cannot guarantee that the delivery address can be changed.
Milo & Mila Atelier is not responsible for packages delivered to an incorrect address provided by the customer.
Where do you ship?
We currently ship to selected international destinations, including the United States, Canada, the United Kingdom, Australia, and New Zealand.
Available shipping destinations will appear during checkout.
How much does shipping cost?
We currently offer free tracked shipping on eligible orders.
Any available shipping information will be clearly displayed before you complete your purchase.
How long does delivery take?
Orders are usually processed within 1–3 business days.
Estimated delivery times vary depending on the destination, product, local postal service, customs procedures, and seasonal demand.
Please visit our Shipping Policy page for the estimated delivery time for your country.
Will I receive a tracking number?
Yes. Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.
Please allow a few business days for the tracking page to update after receiving your tracking number.
Why has my tracking information not updated?
Tracking information may take several days to update, especially while the package is moving between international shipping facilities.
Temporary tracking delays do not necessarily mean that your package has stopped moving.
Please contact us if there has been no tracking update for an extended period.
Can items from the same order arrive separately?
Yes. Some products may be shipped separately depending on availability and the location of the fulfillment facility.
You may therefore receive more than one package and more than one tracking number for the same order.
You will not be charged additional shipping fees for separately delivered items.
What happens if my package is delayed?
International delivery times are estimates and may be affected by customs inspections, weather, holidays, carrier delays, or high-volume periods.
If your package is significantly delayed, please contact us with your order number and we will help investigate the shipment.
What happens if my package is marked as delivered but I cannot find it?
Please check around your property, mailbox, reception area, and any safe delivery location. We also recommend checking with family members, neighbours, building staff, or your local delivery carrier.
Carriers occasionally mark packages as delivered shortly before the actual delivery.
If you still cannot locate your package after 48 hours, please contact us.
Returns and Refunds
What is your return policy?
We accept eligible return requests within 30 days of delivery.
Products must be unused, unworn, unwashed, and returned in their original condition and packaging.
Please contact us before returning any item. Returns sent without prior approval may not be accepted.
How do I request a return?
Please email support@milomilaatelier.com with:
- Your full name
- Your order number
- The item you would like to return
- The reason for the return
- Clear photos, if the item is damaged, defective, or incorrect
Our customer care team will review your request and provide the next steps.
Are return shipping costs refundable?
Unless the product arrived damaged, defective, or incorrect, the customer is generally responsible for return shipping costs.
Original shipping charges, when applicable, are not refundable.
When will I receive my refund?
Once your return is received and inspected, we will notify you regarding the status of your refund.
Approved refunds are sent to the original payment method. Processing times vary depending on your bank or payment provider.
What should I do if my item arrives damaged or defective?
Please contact us within 48 hours of delivery and include your order number, a description of the issue, and clear photos or videos of the product and packaging.
We will review the situation and work with you to provide an appropriate solution.
What if I receive the wrong item?
Please contact us as soon as possible with your order number and photos of the item you received.
Once the issue is verified, we will help arrange a replacement or another suitable solution.
Can I return a used pet product?
For health and hygiene reasons, used, washed, chewed, worn, or visibly damaged pet products may not be eligible for return unless they arrived defective.
Please inspect the product before allowing your pet to use it.