We offer 14 days return and / or refund. During this period you can return your item to us in its original condition.
Conditions of Return
Miloya.com is happy with your order. Please be aware that we can only accept your goods if they are returned in accordance with this policy.
The goods must be returned unwashed, unworn with all labels and tags left attached. We ask you try the goods when you are not wearing fragrance, deodorant or make-up to avoid leaving marks or scent.
Items with a seal tag will only be accepted where the seal tag remains attached and undamaged. Goods will not be accepted if they are returned in any other condition.
If you are eligible, we can only process a refund with proof of purchase onto the original card/account used to pay for the goods. As long as you send the goods back to us in accordance with the Conditions of Return, we will refund your order within 14 days of receiving the goods.
The right to cancel the contract
You have the right to cancel your contract within 14 days of receipt of the goods. The easiest way to do this is to return the goods to us (making sure they are returned in accordance with Conditions of Return, above). It can be done within 14 calendar days without claiming any reason and without incurring any costs other than delivery costs.
Return
To return an item(s) firstly you have to inform us by sending a mail to support@miloya.com. We will get in touch with you.
We will get the goods collected from the place of delivery. Please clearly state in the mail reason for return and whether you require a refund or exchange. We are able to exchange items only for the same product.
If a full refund including the original delivery costs is required, we need to be informed within fourteen (14) days after the receipt of the order. The order must be then returned to us within seven (7) days after we have been informed of the cancellation, however you will be responsible for the cost of returns the goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us.
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Our returns policy does not affect your statutory rights.
Refunds
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item which we have received back.
We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you shipped via registered post that due to the extra time it takes, it may take up to 14 days to receive confirmation of your refund. Please note, that at busy times of the year such as public holidays, this times may increase.
Faulty Products
We are sorry to hear you believe your item is faulty. To return an item(s) you have to proceed as in Return section above. If the item is faulty, we will cover the costs for the shipping.
Please clearly state on the invoice the reason for return and whether you require a refund or exchange. We are only able to exchange items for the same product.
As soon as we receive the returned goods, they will be examined and we will notify you by email of a refund as soon as possible, and in any case within thirty (30) working days. Goods deemed as faulty will be refunded in full or exchanged if an exchange is available.
Cancelled / Failed Orders
There are a number of reasons why we cancel an entire order. The most common reason is because the billing address details provided by the customer do not match the details that the customer’s bank has on record for them.
Please make sure that the billing address you provide is the address that the card is registered to. Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct. For more specific details, please refer to the cancellation email that we’ve sent to you.
Unable to Exchange
Your return will be refunded if we are unable to provide the item which you have requested.
Cancelled Order Charged
As with the majority of online retailers, once you have entered your payment details your bank will place an authorization against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.
As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorization. This process will take up to 5 days depending on your bank’s procedures.