FAQ

MILANER curates a collection of unique luxury goods that are handcrafted by some of Italy's finest artisans. Pieces are made by hand in small batches, ensuring minimal waste and that the utmost care and detail goes into each product—embodying a human-to-human, slow luxury model.

We list our products in American sizes, and each product has its dedicated sizing table within the product page so that you can be assured of your best fit. We also encourage you to chat with us or email us at concierge@bymilaner.com for any sizing questions.

We currently accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club. We also accept PayPal and After Pay.

Yes, you can find the gift cards in the dedicated section. Please send us an email at concierge@bymilaner.com for any questions or requests about gift cards.

Yes, please email us at concierge@bymilaner.com for gift wrapping and other special requests.

We ship to several international markets.

Shipping costs are calculated at the checkout and they vary according to each destination.

Customs duties may apply depending on your location, and they are the customer's responsibility. They are not included in the amount you pay when you place your order. The carrier may ask you to pay them on delivery.

Complimentary shipping is offered on all US orders of $350 or more; otherwise, a $20 flat rate applies. No duties apply to the US.

For our EU customers, shipping is complimentary on orders of €350 or more, with a €25 rate for orders below this threshold. No duties apply to EU countries.

Shipping to Canada will incur a $35 flat shipping rate, and Canadian customers are responsible for duties and taxes.

Shipping to Japan will incur a $30 flat shipping rate, and Japanese customers are responsible for duties and taxes.

Shipping to the UK, Switzerland, India, Egypt, Brazil, Russia, South Africa and Nigeria will incur a $50 flat shipping rate, and customers are responsible for duties and taxes.

Shipping to United Arab Emirates, Australia, New Zealand and South Korea will incur a $70 flat shipping rate, and customers are responsible for duties and taxes.

Shipping to all other countries will incur a $35 flat shipping rate plus all applicable duties and taxes.

In case of a return, the costs paid at the time of delivery will not be refunded.

Our artisans take a zero-waste approach to craftsmanship, intentionally working on only small batches at a time. Delivery varies by product and is usually 2-5 business days from the date an order is placed. You can always check the status of an item on its product page, chat with us, or email concierge@bymilaner.com to get an updated arrival timeline based on an artisan's production schedule.

NOTE: We offer complimentary monogramming on some of our pieces. For monogrammed items, delivery may take up to 3-5 weeks during high-demand months.

Our artisans start preparing your order the moment you place it. Therefore, we can only process online order cancellations before the order has shipped. If your order contains an error or you need help, please send us an email at concierge@bymilaner.com.

We will send you an email confirmation when you place your order, and another email once your order has shipped with a tracking code. You can also chat with us or email us any time at concierge@bymilaner.com to check in on status.

Our artisans put all of their skill into crafting products just for you. If a purchase is not to your satisfaction, MILANER offers a refund to the original payment method for all items that are returned within 15 days (for Users based in UE within 30 days, provided that they have requested the return within 15 days). For any manufacturing defects identified, we kindly request that you notify our customer service within 72 hours of receipt to ensure a prompt resolution.

The items must be unused and in original conditions, with no signs of wear, damage, stains or defects. Also, the items need to be returned in the original package and protective wrap they were received, with the original tag attached along with the original tag seal. The refunded amount will be credited after receiving the returned items and confirming these conditions have been met.

In the event that the above conditions are not met, or if the returned products are found to be damaged or used, MILANER reserves the right to refuse the return. In this case, you may choose to have the products shipped back to you at your own expense. It will not be possible to refuse this subsequent shipment.

At MILANER, we provide luxury craftsmanship without the traditional luxury mark-ups. By working directly with traditional luxury craftsmen in Italy and France, we are able to offer the highest quality pieces at honest, direct-to-consumer prices.

Because we maintain this transparent pricing model without extra margins to cover logistical overhead, the following Shipping, Restocking, Handling & Quality Inspection Fees apply to all returns. These fees allow us to support our dedicated quality team and manage the complex international logistics required to ensure every artisanal piece is handled with care:

• $30 for customers in the US and EU
• $40 for customers in the UK
• $30 for customers in Switzerland

Customers from all other countries are responsible for return shipping costs.

If applicable, shipping fees and customs duties are not refundable.

If a shipment is returned to our warehouse because the recipient refused to settle the required customs duties or taxes, MILANER will deduct both the return shipping costs and any re-import duties or administrative fees charged by the courier from the total refund.

All returns must be postmarked to MILANER within 15 days of your receipt of the ordered items (for Users based in UE within 30 days, provided that they have requested the return within 15 days).

All other personalized items are final sale and cannot be exchanged or returned.

All items of Milaner Archives are final sale and cannot be exchanged or returned.

We are currently unable to exchange items unless the items are defective or damaged.
If you’d like to make a change (different size, style, or color), please first return the item that does not suit you for a refund and then place a new order.

Email us at concierge@bymilaner.com stating the reason of your return in your message, and we'll send you a return label to use for the return shipment. All returns must be unused and in original condition. All returns must be postmarked to MILANER within 15 days of your receipt of the ordered items. 

We will notify you once we've received and inspected your return to confirm if the refund has been approved. Please note that items showing signs of wear or damage may be refused and sent back to the customer. Once received and approved, we will send an e-mail and your refund will be issued based on your previous selection:

Full Refund in Milaner Credit: You will receive the full purchase amount as a store credit that never expires, and Milaner will cover all return shipping and handling costs.

Refund to Original Payment Method: You will receive a refund to your original form of payment, less a fee to cover return shipping, handling, quality inspection, and restocking.

Please allow up to 10 business days for our team to process your request. During the holiday season, this timeframe may be slightly extended. Once the refund is issued, it may also take additional time for your bank or credit card company to process and post the transaction to your account.

All our products are covered by a warranty ranging from six months to two years, depending on the place of delivery (check our T&C). For any manufacturing defects within this timeframe, we are happy to assist!

Please contact our customer service team via e-mail including:
- Product name and characteristics
- Photos of the item clearly showing the problem
- A copy of the proof of purchase (product number and original receipt)

Once your claim is submitted, our team will evaluate the defect. If approved, we will offer a repair or a replacement of the item. Shipping costs for the return and redelivery of approved warranty claims are fully covered by Milaner.

Please note that our warranty does not cover damages resulting from regular wear and tear, color transfer, accidents, misuse or from any alterations, service or repairs performed by anyone other than MILANER. Variations in color and texture are integral part to the sophistication and beauty of our handmade products.

Our warranty only applies to orders placed through our website www.bymilaner.com