Delivery & Returns
General
All orders will be posted on the next day the shop is open. Where possible we will try to get these out the same day but we cannot guarantee this.
Please note we post MONDAY TO FRIDAY
We will inform you as soon as we know if there are any problems or discrepancies, which will affect the time, it will take to post your order. If you need your items urgently it is always worth making a note in the customer order section or call us at the shop on 01373 464437
If you have placed a large order with us, your order may be sent to you in 2 or more parcels.
Please note: we cannot be held responsible for postage delays either in the UK or to overseas locations.
Postal options
The delivery charge is calculated automatically on the billing page, once your delivery address in confirmed. We only offer flat rates of shipping as we think this keep thing simple. We currently use Royal Mail 48hr tracked service which is collected from the shop. We never make any money on shipping and always do our best to provide you with a great service, quick turnaround times and well-packaged orders.
Shipping
Shipping within the UK is £4.50
We do not offer a next day delivery service, however if its very urgent please call us at the shop and we will do our best to sort this for you.
UK destinations include England, Scotland, Wales, Northern Ireland and Channel Islands.
Within the UK all orders are sent out using Royal Mail 48hour tracked service.
European Orders
European orders are sent with Royal Mails international tracked and signed. This costs £12.50
This should normally take between 5-10 working days from when your order was dispatched. It is an airmail service.
With the tracked and signed there is only tracking until the package leaves the UK and it will require a signature on delivery.
Important information:
Please be aware that delays can occur in customs and these delays are outside of our control
Any customs or import duties are levied once the packed reaches it destination country
Any additional charges for customs clearance must be borne by the recipient
We cannot mark any orders as gifts or with a lower value so please don’t ask us to do so
Important note to customers outside UK :
If you are returning items from the EU you MUST mark them very clearly RETURNED GOODS. If they are labeled incorrectly we will be unable to refund you any costs we may incur to release them
Rest of world orders
Orders are welcome from anywhere in the world!
Outside of Europe orders are sent with Royal Mails tracked and signed service. This costs £18
This should normally take between 10-20 working days from when your order was dispatched. It’s an airmail service.
With the tracked and signed there is only tracking until the package leaves the UK and it will require a signature on delivery.
Important information:
Please be aware that delays can occur in customs and these delays are outside of our control
Any customs or import duties are levied once the package reaches it destination country
Any additional charges for customs clearance must be borne by the recipient
We cannot mark any orders as gifts or with a lower value so please don’t ask us to do so.
Important not to customers outside of UK:
If you are returning items from outside the UK you MUST mark them very clearly RETURNED GOODS. If they are labeled incorrectly we will be unable to refund you any costs we may incur to release them
Missing items
We don’t often have orders, which go missing, but sadly it can happen
Often this happens when the post person forgets to leave a card and the order isn’t really lost at all. The best first step is to check at your local post office or with a neighbour.
UK orders – please wait 7 days before contacting us
Orders outside the UK – please wait 28 days before contacting us
Returns
Items bought online:
We want all our customers to receive high quality products and we check everything before it is sent out
If there is something wrong with the product you have received
Or
If your delivery is not identical to your order (wrong product or a product missing)
Or
If it just doesn’t work for you we are happy to offer a refund or exchange on unused items still in their original packaging, with all enclosed documentation and the packing cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund. Please return to us within 14 days of you receiving them. Tags must not be removed and the items must be in the condition you received them in.
PLEASE NOTE WE CANNOT OFFER A REFUND OR EXCHANGE ON ANY ITEMS CUT TO ORDER
If you return is at all complicated please email us at info@milliemoonshop.co.uk first including as many details as possible but especially your order number as well as a picture if there is something wrong with one of the products.
You must pay for the postage to return the goods and you must also arrange this. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the projects or boxes. All returns should be posted back to us with a postage method that has tracking. We also recommend you insure your parcel in case it gets lost or damaged in transit
Please send returns to :
Millie Moon – RETURNS
24-25 Catherine Hill
Frome
BA11 1BY
We will process your return within 7 days of receiving it and you will receive an automated email letting you know. We will refund the value of the purchased product, but not the original postage. The more information we have, the faster we can process your return.
Please check your spam folders and wait the full 7 working days before contacting us if you haven’t heard anything.
We are not responsible for any packages, which do not make it back to us and will not process the return until we receive it.
Important note to customers outside of the UK:
If you are returning items from outside the UK you MUST mark them clearly as ‘returned goods’. If they are labeled incorrectly we will be unable to refund you any costs we may incur to release them. We can only process returns if they come back to us within 14 days. In the condition they were sent out in. please include your order information or we wont know whom you are or how to proceed!
We are happy to refund, exchange or issue credit notes for items bought in the shop. EXCEPT we cannot offer any refunds on ANY ITEMS CUT TO ORDER.
This does not affect your statutory rights