FAQ

General QUESTIONS

How does MILANER work?

MILANER curates a collection of unique luxury goods that are hand-crafted by the world's best luxury artisans. Each order you place is custom made according to your personalized selections and is an integral part of our human-to-human luxury model. Your custom piece is made by our artisans and shipped directly to you.

 

Do you have a size guide?

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.

What forms of payment do you accept?

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

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Do you offer gift cards?

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.

Do you offer gift wrapping?

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

DELIVERY QUESTIONS

Where do you ship?

We ship to several international markets.

How much does shipping cost? Will duties apply?

Shipping costs are calculated at the checkout and they vary according to each destination. Duties may apply and they are customer's responsibility.

Shipping to the US and EU countries is free. No duties apply to the US and EU countries.

Shipping to Canada will incur a $25 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, New Zealand, Australia, 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 South Korea will incur a $70 flat shipping rate, and Korean 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.

ORDER QUESTIONS

How soon will my order arrive?

Our artisans make each product to order and by hand from their workshops. As a result, the timing of arrival varies by product and it's approximately 1 to 3 weeks from your order date. You can always check status on each product page, chat with us or email us at concierge@bymilaner.com to get an exact timeline based on the craftsmen's production timing.

NOTE: We offer complimentary monogramming on some of our items. The timing of arrival of monogrammed items might be up to approximately 3-5 weeks in high demand months. 

Can I change / cancel my order?

Our artisans start preparing your order the moment you place it, so we can only accommodate online order cancellations within 12 hours of placing the order. If your order contains an error or you need help, please send us an email at concierge@bymilaner.com.

How can I check my order status?

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.

REFUNDS & RETURNS

What is your return policy?

Our artisans put their best efforts in crafting products made just for you. MILANER offers a refund to the original payment method for all items returned within 15 days.  The items must be unused and in original conditions. Return shipment costs $20 for customers in the US and EU and it will be deducted from your refund.
Customers from all other countries are responsible for return shipping costs.

All returns must be postmarked to MILANER within 15 days of your receipt of the ordered items.

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.

For all orders placed from December 1st, 2022 to December 25th, 2022, the return window is extended through January 15th, 2023.

 

How do I make a return?

Email us at concierge@bymilaner.com and we'll send you a return label to use for the return shipment. All returns must be unused and in original condition. Your return must arrive at MILANER within 15 days of the date you received the shipping label.

When can I expect my refund to become available?

It takes our customer service center 7-10 business days to receive and process your refund. We will send an e-mail once the returned item(s) have been received and your refund has been processed.

 

What's your warranty policy?

All our products are covered by a six-months warranty. 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)

Please note we are unable to repair damage caused by regular wear and tear. Variations in color and texture are integral part to the sophistication and beauty of our handmade products. The warranty does not cover damages resulting from color transfer, accident, misuse or from any alterations, service or repairs performed by anyone other than Milaner.

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

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