Welcome to the Milena Silvano community. We are a small artisanal enterprise dedicated to thoughtful and long-lasting clothing.

By placing your order with us you’re giving your support to a label that honours the life of our planet, the self-care of our team and fair livelihoods of the artisans we work with and our manufacturing partners.

Thank you for joining us in celebrating slow, considered fashion, challenging wasteful industry norms and resisting the unsustainable pressure of the fashion calendar.

In placing your order with us you are agreeing to the following terms. Please review the purchasing agreement below.

 

PLACING AN ORDER

Description of product, sizing and materials:

We will endeavour to be as accurate and comprehensive as possible in our outlines of sizing, materials and care instructions so that you know what to expect when your garment arrives. Approximate measurements are taken on the garment when lying flat and are given in metrics, but variations may occur due to the handmade nature of each garment.

All your pre-orders, custom-made garments and one-of-a-kind pieces are cut by hand. In line with the sustainable ethos and natural aesthetics of the Milena Silvano label, you can rest assured that we will make use of every bit of each sheepskin, valuing the characterful idiosyncrasies, beautiful ‘imperfections’ and individual quirks of texture and colour in each and every skin.

Due to the nature of handmade products, there may be some discrepancies between the photo of the chosen product and the piece we are making as materials available at the time of ordering may vary slightly. These anomalies are not imperfections but are testament to the uniqueness of your piece.

Communication during the making of your order:

We outline all information relevant to the style you are ordering in the product description for that style, so please do take the time to read the information. If you have any doubts about the product description, please contact us prior to paying for a deposit.

We try to communicate all the relevant information before commencing production of your piece (sizing, materials, delivery date). We encourage you to contact us for clarifications or questions prior to placing your order.

Your order will be treated as an offer to make a purchase, which will be accepted by us when we email you with written acceptance of your order. We are a small team so once an order is received, we will be busy working behind the scenes to create your dream piece. During this time there may be some delay in answering additional emails regarding the making of your piece, we hope you understand.

 

SHIPPING

Delivery date and shipping:

Your estimated delivery date is stated in the product description for each style at the time you place your order with respect to Pre-ordered, Custom-made, and One-of-a-kind garments.

Please make a note of your delivery date at the time of ordering. If you log back into the website at a later date the delivery date for your item may have changed but rest assured that we will stick to the delivery date stated in the product description at the time that you placed your personal order.

Ready to Ship items will be shipped within 5 working days, as we currently ship orders once per week.

All orders are shipped with DHL and require a signature on delivery. For this reason, please do not provide a PO Box as a shipping address as we won’t be able to accept it. If we need to contact you to request a mailing address, your item will be shipped on the next shipment date during the following week. Once shipped, we will email you with the tracking number. Please wait 1 to 3 working days for delivery of your item.

Duties:

You will be responsible for any duties, customs charges and taxes charged by the country where the item is shipped to. The value of your item will be stated in a commercial invoice included in the shipping documentation, and charges will be collected by DHL.

 

CANCELLATIONS & RETURNS

Products that we list on our website are either ‘Cancellable’ or ‘Non-cancellable’. You have a right to cancel your order for Cancellable items, which means a 14 day ‘cooling off period’ to cancel your order, and a refund of the payment. However, for Non-cancellable items, there is no right to cancel. This means no 14 day ‘cooling off period’ to cancel your order and no refund of the payment, whether made in deposit or full payment.

 

Cancellable items (when you can cancel you order):

Some of the products we list are ‘Ready to Ship’. These are our ‘off-the-shelf’ items which means that they are not customised or bespoke in nature, although still retain their own characterful idiosyncrasies, due to the handmade nature of their creation.

Ready to Ship items are cancellable. This means you have a right to cancel your order for Ready to Ship items without giving a reason and at any time within 14 calendar days after the item is delivered to you. You will receive a refund for your cancellation provided that the item is returned to us in its original condition, unused, with tags, and in its original packaging.

If you decide that you would like to cancel your order, you must let us know that you have decided to cancel by contacting us at studio@milenasilvano.com within the 14 calendar day cancellation period detailed above.   

Once you have told us about your decision to cancel, if the item has already been delivered to you, we will create a return shipping label with DHL and email it to you for you to use to return the item and you will be responsible for the costs of returning the item to us. We will then deduct the costs of the return (being the DHL delivery charges plus tax) from the amount to be refunded to you (see below). 

You must send the item to us (using the DHL return shipping label) within 14 calendar days after the day that you emailed us of your decision to cancel your order.

Once you have completed these steps, we will refund you:

- the price you paid for the item; and

-the delivery costs you paid when making the order (but not the delivery costs you pay for the return) unless you chose a type of delivery other than the least expensive type of standard delivery offered by us,

-14 calendar days after the date on which we receive the item back from you; or

-if the item had not yet been dispatched, 14 calendar days after you email us to ask us to cancel the order.

We may also:

-make a deduction from the amount refunded to you to compensate us for any reduction in the value of the item being returned which you may have caused. For example, any damage or wear and tear of the item; and/or

-make a deduction for any direct costs that we may pay in order to return the item.

Whilst we will usually refund any money received from you using the same method originally used by you to pay for your purchase, we may, with your agreement, refund you by another method.

 

Non-Cancellable items (when you cannot cancel your order)

Pre-order’ items, ‘Custom-made’ items and ‘One-of-a-kind’ pieces are Non-cancellable (product descriptions and individual terms for these items are detailed below). This means that there is no right to cancel for these items and we are unable to offer returns, refunds or exchanges. Due to the lengthy and personal nature of the production processes for these items, we cannot offer returns, refunds or exchanges as these items have been commissioned for you, customised to your specific requirements or are bespoke and personalised one-offs.

‘Pre-order’ items:

Where we offer the ability for customers to order items in advance of the item being available (‘Pre-orders’), we require customers to pay in full. This secures a Pre-order slot and delivery date. However, where Pre-orders have an expected delivery of more than 3 months, customers could instead pay an initial deposit with the balance to be paid when the item is ready. Each Pre-order garment is handmade with great care and attention, using the quirks of the material in order to create an individual, unique and so bespoke piece. Due to the personalised nature of each Pre-order garment, and as obtaining a coveted Pre-order slot prevents another customer from being able to take that slot, Pre-order items are commissioned especially for you, and so you cannot cancel your Pre-order item.

When your Pre-order item is ready and you paid for the item in full, we will ship your Pre-order item and notify you of the tracking number. However, if you used the deposit option, when your Pre-order item is ready, we will contact you to collect payment of the balance payable for your item (being the full purchase price of the Pre-order item less the initial deposit payment). Once payment of the balance is received, we will ship your Pre-order item and notify you of the tracking number.

If you have not paid the balance within 14 days after we contact you to collect payment of the balance, the item will be considered unwanted, we will cancel your Pre-order, and your deposit will be kept by us. It is not possible to extend this period.

In the unlikely event that we must cancel your Pre-order where you have paid all amounts for your Pre-order which have fallen due at the time of our cancellation, and where you are not otherwise in breach of the contract between us, we will refund you all payments which you have made for your Pre-order.

‘Custom-made’ garments:

We offer the ability for customers to order ‘Custom-made’ garments. As with Pre-ordered items, Custom-made orders are bespoke, personalised, and also commissioned especially for you, and so cannot be cancelled by you. As they are Non-cancellable, we cannot offer returns, refunds or exchanges for these items.

‘One-of-a-kind’ pieces:

Some of the products we list are ‘One-of-a-kind’ pieces. Each piece is hand-crafted as a unique, singular piece and will be available to be shipped once listed on the website. Each One-of-a-kind piece is a bespoke one-off, and so orders for One-of-a-kind pieces cannot be cancelled by you. As they are Non-cancellable, we cannot offer returns, refunds or exchanges for these items.

 

Damaged or defective items:

We are under a legal duty to supply items that are consistent with these terms, and which:

- are of satisfactory quality (for example, being free from minor defects);

- are fit for the purpose for which such items are usually supplied (for example, being able to wear the item); and

- match any description given in respect of the items (for example, on each item’s product page).

If the item you have purchased is damaged, defective or misdescribed, please let us know by contacting us on studio@milenasilvano.com.  If you wish to exercise your legal right to reject the item you must return it to us, unless we decide to collect the item from you. 

If the item is damaged or defective and you would like us to replace it, please let us know. If we agree that the item is damaged or defective, then we will:

- pay the costs of you returning the item to us or us collecting it; and either:

- replace the item within a reasonable period of time of you returning the item and notifying us that you would like a replacement (and we will bear any costs incurred by us in doing so (including costs of delivery of the replacement item)); or

- if it is not possible to replace the product because we do not have an acceptable replacement in stock, give you a refund of the price you paid for the item plus any delivery charges you paid for the item to be delivered to you.

Whilst we will usually refund any money received from you using the same method originally used by you to pay for your purchase, we may, with your agreement, refund you by another method.

Nothing in these terms will affect your legal rights.