Refund policy

At Milene Collie, each item is made-to-order just for you. Because of this, we follow a return policy that balances our manufacturer production model and European consumer rights.

Return Window

We offer a 30-day return policy, which means you have up to 30 days after receiving your order to request a return for eligible issues (see below).

 

Eligibility for Returns

To be eligible for a return:

  • Your item must be in the same condition you received it: unworn, unused, with tags, and in its original packaging.

  • You must provide a receipt or proof of purchase.

To start a return, email us at info@milenecollie.com. Once your return is approved, we’ll send you the return address (usually our production partner facility) and a shipping label if applicable.


Returns sent without prior contact will not be accepted.


Items That Cannot Be Returned

We do not accept returns for the following:

  • Buyer’s remorse or wrong size ordered

  • Custom-made or personalized items (our entire catalog is made to order)

  • Sale items or gift cards

  • Sealed personal-use items (e.g. face masks) once opened, due to hygiene regulations

  • Hazardous materials or flammable liquids/gases (if applicable)

If you're unsure whether your item is eligible, contact us first.


European Union 14-Day Right of Withdrawal

For orders shipped within the EU, you have the right to cancel your order within 14 days of delivery, for any reason.

However, this does not apply to:

  1. Goods made to your specifications or clearly personalized

  2. Sealed items that are not suitable for return once opened

Since all Milenecollie products are only produced when ordered, the right of withdrawal is typically excluded under Article 16(c) and (e) of Directive 2011/83/EU.


Exchanges

We don’t offer direct exchanges. If you’d like a different size or item, you can:

  1. Submit a return request (if eligible)

  2. Place a new order once your return is approved


Damages, Misprints & Order Issues

Please inspect your order when it arrives. If your item is:

  • Damaged

  • Misprinted

  • Incorrect (wrong item or size from what you ordered)

Contact us at info@milenecollie.com within 7 days of delivery.
Include:

  • Your order number

  • Photos of the issue

  • A short description

We’ll review your claim and, if approved, send a free replacement or issue a refund.


Wrong Address or Unclaimed Packages

If your order is returned due to an incorrect or incomplete address, or if it goes unclaimed, you will be responsible for reshipping costs.

Unclaimed returns are held for 30 days, after which they may be donated to charity.


Returns Handling

Returned shipments are handled by our production partner at their facility.


Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.
If approved, we’ll issue a refund to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved, please email us at info@milenecollie.com.

Legal Note

This policy is governed and interpreted in accordance with the English language, regardless of any translations. We aim to stay compliant with German and EU law while delivering a fair and transparent experience.