SHIPPING, RETURNS & EXCHANGES

SHIPPING

At MILLA-JO we believe in fast and safe shipping, to make your online experience a pleasant one. However, as MILLA-JO makes products on demand, we don’t keep a large stock of items, thus there is adequately some time required for us to handmake and prepare your order for shipment.

  • All orders will be dispatched within approximatively 3 working days of order receipt.

  • All orders Returned to Sender due to not being claimed, or for incorrect addresses, re-delivery charges may be applicable.

  • The shipping and processing times depend on the items you're ordering.

  • Delivery time is an estimate only and MILLA-JO is not liable for any loss or damage suffered through any reasonable or unavoidable delay in delivery. 

Due to the high volume of shipments at Christmas time, shipping couriers are unable to guarantee estimated delivery dates. Be sure to keep an eye on your tracking to follow its journey!

Once your order has been shipped, you will receive an email with your tracking number.

The shipping fee is charged based on the subtotal before taxes, discounts and non-refundable. We use Australia Post rates for standard and express delivery and DHL for other express and international shipments.

TAXES & DUTIES

MILLA-JO shall not be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is placed. The responsibility for any customs duties, foreign taxes or other fees which may be imposed, rests with the customer.

Please note that MILLA-JO does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we're not able to reimburse you for duties and taxes paid upon delivery.

DISPATCH AND DELIVERY

Orders are processed Monday to Friday (excluding public holidays). Orders that are places on weekends and public holidays will be processed within the three (3) next business days.

Australia-wide deliveries may take up to 3-7 working days, depending on location. If you do not receive your order after 7 working days of being dispatched, please email contact@milla-jo.com so we can follow this up for you.

International orders may take roughly 5-12 working days, depending on location. Some hard-to-reach destinations may take longer. If you have not received your order after 10 working days of being dispatched, please email contact@milla-jo.com so we can follow this up for you.

RETURNS

The return shipping method and associated costs are the responsibility of the customer. We recommend sending your return via a traceable method and retaining proof of postage until receiving an email confirmation that your return has been processed. MILLA-JO is not responsible for returns that are lost by the shipping company.

We will cover the cost of return delivery for faulty or incorrectly supplied items. Any applicable replacement, repair or refund will be processed after MILLA-JO has received the original item and its condition checked.

ORDERS WITHIN AUSTRALIA

CHANGE OF MIND

Under the Australian Consumer Law, merchants do not have to accept a return if you simply change your mind. However, we want you to love your MILLA-JO product and we offer you seven (7) days grace to send us an email titled a 'RETURN REQUEST' to contact@milla-jo.com for a store credit on full priced items when you change your mind.

Subject to the following conditions:

  • Return requests submitted after fourteen (14) days from the date of product delivery will not be accepted;
  • Item(s) must be returned in their original condition and packaging, unworn, unwashed and with all tags attached;
  • Earrings and Rings cannot be returned due to hygienic reasons in line with Australian Consumer Law; and
  • Sale, clearance and sample items cannot be returned if you change your mind, due to the limited nature of these items.

EXCHANGES

MILLA-JO defines an 'EXCHANGE' as a 'CHANGE OF MIND' where you would like to swap your purchase for another product. You have fourteen (14) days, from the date of product delivery, to send us a 'RETURN REQUEST' to contact@milla-jo.com for an EXCHANGE on full priced items.

Subject to the following conditions:

  • Return requests submitted after fourteen (14) days from the date of product delivery;
  • Item(s) must be returned in their original condition and packaging, unworn, unwashed and with all tags attached;
  • Earrings and Rings cannot be returned due to hygienic reasons in line with the Australian Consumer Law; and
  • Sale, clearance and sample items are limited stock, therefore we cannot guarantee an exchange on these items.

By law, all refunds must be issued through the same form of payment as the original order.

ORDERS OUTSIDE OF AUSTRALIA

RETURNS & EXCHANGES

Under Australian Consumer Law, merchants do not have to accept a return if you simply change your mind, or have purchased the wrong size. Please contact us with your return request in which we assess on a case-by-case basis.

  • Earrings and Rings cannot be returned due to hygienic reasons in line with the Australian Consumer Law; and
  • Sale, clearance and sample goods cannot be returned if you change your mid due to the limited nature of these items.

Subject to our obligations under Australian Consumer Law, international returns cannot be accepted where the value of the items being returned in one shipment is over AUD $1,000. Please ship the items separately as we are not responsible to pay duties in order to receive the goods. If there is a charge it may be deducted from any refund you may get.

OTHER TERMS

PROOF OF PURCHASE

Proof of purchase is required for all RETURNS (including faulty goods). If you do not have a customer account and/or lose your receipt, you may be able to confirm your purchase using your credit card statement. We encourage all customers to subscribe and opt for a digital receipt which is emailed to you.

FAULTY OR DAMAGED GOODS

MILLA-JO may provide a replacement, refund, or repair for faulty goods with proof of purchase. We will repair or replace your item wherever possible. If the outcome is a refund, then all refunds must be processed on the same payment method that was used to purchase the returned item.

An item will be considered as 'FAULTY' if:

  • The item has an unadvertised defect;
  • The item is unsafe;
  • The item is not suitably durable; or
  • The item is unacceptable in appearance or finish.
An item will not be considered as 'FAULTY' if:
  • Any defects are displayed or communicated to you prior to purchase;
  • You have used the item in an ‘abnormal’ way; and
  • You have used the item for longer than three (3) months.

WARRANTY

MILLA-JO offers a three (3) month manufacturing warranty on all items from date of purchase. For more information, please consult our Terms & Conditions.

STORE CREDIT

Store credit, when applicable, is usually processed within approximatively seven (7) working days of your return being received. You will receive an email detailing the value of the returned piece (minus original shipping costs). Store credit must be used within six (6) months from the date of issue.

GIFT CARDS

Our gift cards are issued digitally and must be used before their expiry date. All e-gift cards are valid for one (1) year from date of issue. You may only return the item if you have proof of purchase. 

PROCESS OF RETURNS

We process returns through the online 'RETURN FORM'. Please send us an email named a 'RETURN REQUEST' to contact@milla-jo.com and we will provide you a return form to your email. Once completed, please include it inside your return delivery package.

The return shipping method and associated costs are the responsibility of the customer. We recommend sending your RETURN via a traceable method and retaining proof of postage until receiving email.

MILLA-JO is not responsible for returns that are lost by the shipping company.

MILLA-JO will only cover the cost of return for faulty, or incorrectly supplied items. Any applicable replacement, repair or refund will be processed after we have received the original item and checked its condition.

Approved RETURNS should be posted to MILLA-JO address that is provided in the return form.

AGREEMENT OF TERMS

By placing an order with MILLA-JO you are agreeing to the above terms and conditions. These terms are subject to change at any time. If the terms are amended, they will be effective immediately.