FAQ OLD
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. We have no warehouse of finished, standard products, so 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@rossi-rei.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.
Where do you ship?
We ship to several international markets, but we only ship for free to the United States and Europe.
How much does shipping cost? Will duties apply?
We currently offer free shipping to the United States (including Alaska and Hawaii) and European countries. No duties apply to the US and EU countries.
Shipping to Canada will incur a $15 flat shipping rate, and Canadian 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.
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@rossi-rei.com to get an exact timeline based on the craftsmen's production timing.
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@rossi-rei.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@rossi-rei.com to check in on status.
What is your return policy?
Our artisans put their best efforts in crafting products made just for you. MILANER offers a full refund to the original payment method for all items returned within 15 days. The items must be unused and in original conditions. Return shipment is free for customers in the US and the EU. 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.
NOTE: Monogrammed shoes can only be returned or exchanged for 50% of their purchase price in store credit, which can only be applied to orders over $240.
All other personalized items are final sale and cannot be exchanged or returned.
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 business days of the date you received the shipping label. Please allow 7 days for the transit time.
When can I expect my refund to become available?
It takes our customer service center 2-3 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.
Do you offer gift cards?
Please send us an email at concierge@bymilaner.com to purchase a gift card.
Do you offer gift wrapping?
Yes, please email us at concierge@bymilaner.com for gift wrapping and other special requests.