Refund policy

Refund & Cancellation Policy

At Mila Rose London, we want you to be delighted with your order. Our returns and cancellation policy is fully compliant with UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Statutory Right to Cancel

Under the UK Consumer Contracts Regulations 2013, you have the statutory right to cancel your order without giving any reason within **14 calendar days** from the day you (or a third party specified by you) physically receive the goods.

Once you have notified us of your decision to cancel, you have a further **14 calendar days** to return the items to us.

2. Exceptions & Non-Returnable Items

For health protection, hygiene, and legal reasons, certain items are excluded from the standard 14-day cancellation right:

* **Pierced Earrings:** For hygiene reasons, pierced earrings cannot be returned or refunded if the protective hygiene seal or packaging has been broken or tampered with. (Unopened, sealed earrings remain eligible for return).
* **Personalised & Custom Products:** Any items made to your specific specifications or clearly personalised.
* **Swimwear:** Swimwear can only be returned if the original protective hygiene strip remains intact and untampered with.

*Note: Non-pierced jewelry (including necklaces and bracelets), apparel, hats, and non-hygiene accessories are fully eligible for return provided they are unworn, unwashed, and in their original resalable condition.*

3. How to Return an Item

To return an item, please follow these steps:

1. Email our customer support team at **info@milaroselondon.com** with your **Order Number**, **Item(s) to return**, and **Reason for Return**. Alternatively, visit our Returns Portal page.
2. Package the items securely in their original packaging, ensuring all tags remain attached.
3. Once authorised, return the package via Royal Mail using the instructions provided by our support team.

4. Shipping Costs & Deductions
* **Standard Outbound Delivery:** If you cancel your entire order within the statutory 14-day cancellation period, we will refund the full cost of the goods plus the cost of standard outbound delivery. If you opted for an upgraded shipping method (e.g., Express or Next Day), only standard delivery fees will be reimbursed.
* **Return Postage:** Customers are responsible for the cost of returning items unless the item is faulty or delivered in error. Where a standard return collection or label fee (e.g., £3.50) applies, this amount will be deducted from your total refund.

5. Refund Processing Time

Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original payment method within **14 calendar days** of us receiving the returned goods (or proof of return shipment).

6. Faulty, Damaged, or Incorrect Items

Under the **Consumer Rights Act 2015**, you are entitled to goods that are as described, fit for purpose, and of satisfactory quality.

If your item arrives damaged or develops a manufacturing fault:
* Email **info@milaroselondon.com** immediately with your order number and clear photos showing the issue.
* If reported within **30 days** of delivery, you are entitled to an immediate full refund or a free replacement.
* We will cover all return shipping costs for verified faulty or damaged goods.

Please note: Due to the handmade nature of certain products, minor variations in finish or appearance between items and online images may occur and do not constitute a defect.

For any questions regarding returns or cancellations, please contact:
* **Email:** info@milaroselondon.com
* **Company Name:** Mila Rose of London Limited (Company Registration No. 13886560)
* **Registered Address:** 2 Manor Farm Court, Old Wolverton Road, Old Wolverton, Milton Keynes, MK12 5NN, United Kingdom

Last Updated September 2026