Ready-made orders
You have the right to cancel your order within 14 days of receiving your item, without giving a reason, under the Consumer Contracts Regulations 2013.
To exercise this right, please notify us by email at care[at]miloandme.uk within 14 days of delivery. Once notified, you have a further 14 days to return the item to us.
Items must be returned in their original, unused condition. If an item is returned in a condition that indicates it has been used beyond what is reasonably necessary to inspect it, we reserve the right to make a deduction from your refund to reflect any reduction in value.
We will refund the full price of the item, including the original standard delivery charge, within 14 days of receiving the returned item. Return postage costs are your responsibility unless the item is faulty, damaged, or not as described.
Bespoke (custom) orders
Each custom crochet dog is individually handcrafted to your specifications. Once production has begun, custom orders are excluded from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)).
Custom orders remain fully covered by the Consumer Rights Act 2015. If your item arrives faulty, damaged, or not as described, please see the section below.
Faulty, damaged, or not as described
Your statutory rights under the Consumer Rights Act 2015 are not affected by any of the terms above.
If your item is faulty, damaged, or not as described:
- Within 30 days of delivery: you are entitled to a full refund. Please contact us and we will arrange this promptly.
- After 30 days: we will offer a repair or replacement in the first instance. If this is not possible or unsuccessful, you are entitled to a partial or full refund.
Please contact us at care[at]miloandme.uk as soon as possible if you believe your item is faulty or damaged, and include photographs where you are able to do so. This helps us resolve the issue quickly but is not a condition of your statutory rights.
Returns process
To return an item, please email care[at]miloandme.uk with your order details and reason for return before sending anything back. We will confirm the return address and next steps.
Items remain your responsibility until they are received by us. We recommend using a tracked postal service.
Refunds
Refunds are issued to your original payment method within 14 days of us receiving the returned item. Please be aware that your bank or card provider may take additional time to process the payment once it has been issued by us.
Contact
Milo & Me
care[at]miloandme.uk
20 Wiston Avenue, Chichester, PO19 8RJ