SHIPPING AND RETURNS
We really really really hope you love your MiliMili products. However, if for any reason you're not 100% satisfied, you may return any item within 30 days of purchase, as long as they unworn/unwashed/unchewed-on, and the tags are still affixed. Note: we do not offer returns on international purchases. All international purchases are final.
To initiate a return please email us at firstname.lastname@example.org with your order number, which items you are returning, and reason for return. We will email you a shipping return label and instructions.
DAMAGED OR DEFECTIVE PRODUCT
We QC and hand-pack every item that gets shipped out, but just in case something slips through the cracks, we will do everything we can to make it right. A refund, store credit, or replacement (when available) will be offered to you if an item is received damaged or defective. Damaged or defective products must be reported within 10 days of receipt to be eligible for replacement or refund. Please send an email to email@example.com ASAP with your order number and detailed photos of the defect.
Once your request is approved by our customer service team, a prepaid USPS shipping label will be sent to you via email. We will process the refund or replacement as previously specified, once the package has been accepted into the carrier's system. We don’t offer refund, credit, or replacement on purchases over 30 days old, or items that have been worn or washed (or chewed upon, or spilled on, etc...).
Unfortunately, we don’t currently offer direct exchanges.
We are producing a really small quantity of items and inventory moves FAST, so we don't have product stowed away for exchange purposes. If you want to swap for a different size, the best way to do so is to email firstname.lastname@example.org. We will process your return order, and send you a discount code for free domestic shipping on your next order. Then, just order the new size with your free shipping code.
REFUNDS (if applicable)
If you have a serious issue with your item, email us ASAP at email@example.com, and we will process your return. Once your return is received and inspected, we will send you an email within 5-7 business days to notify you that we have received your returned item. A credit will automatically be applied to the original method of payment used at checkout, within a few days. Only full priced items are eligible for refunds (if you used a discount code - that's cool, you'll still get a refund of your original payment amount. We just mean to say that sale items are not eligible for return + refund).
If you received an incorrect item in your order, please contact firstname.lastname@example.org as soon as possible so that we can ensure you get the correct item. A prepaid USPS shipping label will be sent to you via email. Once the package has been accepted into the carrier's system, the correct item will be sent as previously specified.
Most orders will ship out from our Los Angeles fulfillment center* within 2-4 business days of purchase via USPS (Note: check your product page for shipping specifics - presale, handmade, and custom items take longer to fulfill). Transit times, once shipped, are typically 2-5 days for domestic purchases (LA area purchases typically only take a day or two!) International purchases are sent via DHL and will take much longer.
(*i.e. our houses. We hand pack and ship every single item to ensure quality, and mail them from our local Post Office & UPS store. We're a start-up with really low margins right now—gotta put in the werk werk werk werk werk werk.)
LOST + STALLED PACKAGES
Your package taking a little longer than anticipated? That sucks and sadly it's all too common! When we shipped out our sample gifts it took 2 days for them to get from LA to Minnesota, and Seattle. But a whole WEEK for them to get down the street to our neighbors in LA. USPS can be so wonky you guys. That's why we estimate a 3-5 day shipment timeline on package.
But sometimes it takes even longer if packages get stalled at a distribution center or post office. If your package is still missing after a whole week, reach out to us and we'll work with you and USPS to track that sucker down and get it back on track.
Is the package marked as "delivered" by USPS but its still not there? We are unable to help once a package is marked as delivered, so you'll need to step in, put on your sleuth hat and solve this one.
Be sure to check all around your house (behind the gate, next to the garage, under the mat), and ask your neighbors (we often find our missing packages were delivered to a similar address one street over...). Also talk to your mail person and local post office and see if they can help track it down. Our packages are really unique (palm print bags!) so its likely someone will remember seeing them in the delivery pipeline.
CHANGES + CANCELLATIONS TO YOUR ORDER
Because our fulfillment team (i.e. Rose & Kelsey) processes and ships orders quickly, we are unable to make changes to your order once it’s been placed. If there is an issue with your order please reach out ASAP, and we will make every effort to cancel it when possible.