SHIPPING & RETURNS INFO
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.
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‘Ready to Ship’, are our items that are not customised or bespoke in nature, although still retain their own characterful idiosyncrasies, due to the handmade nature of their creation.
‘Pre-order’ items have been commissioned by and made especially for you.
‘One-of-a-kind’ items are personalised one offs, and limited-edition pieces. Each garment is handmade with great care and attention, using the quirks of the material to create an individual and unique piece.
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SHIPPING INFO
All orders are shipped with DHL and require a signature on delivery.
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 must be stated in a commercial invoice included in the shipping documentation, and charges will be collected by DHL.
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READY TO SHIP ITEMS RETURN POLICY
Ready to Ship items can be returned.
This means you have a right to request a return 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 full refund 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 return your order, you must let us know by contacting us at studio@milenasilvano.com within the 14 calendar day cancellation period detailed above.
Please state your order number in the subject of your email.
-Once you have requested a return, we will create a return shipping label with DHL, email it to you, and you will need to arrange a pick up directly with DHL or drop it off at a DHL drop off point. If dropping off, please obtain a receipt.
-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 the item is received by us, we will process the refund within 14 calendar days after the date on which we receive the item back from you.
We will refund you the cost of the item. Please note that the: (i) the original shipping costs are non-refundable unless the item is faulty; and (ii) return shipping costs are your responsibility unless otherwise specified in our terms and conditions
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 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.
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PRE-ORDER and ONE of a KIND ITEMS RETURN POLICY
‘Pre-order’ and ‘One-of-a-kind’ pieces are non-cancellable and non-returnable.
Due to the lengthy and personal nature of the production processes for these items, Obtaining a coveted Pre-order slot prevents another customer from being able to take that slot so there is no right to cancel for these items, and we are unable to offer returns, refunds or exchanges.
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DEPOSIT payments on‘Pre-order’ items POLICY
Where we offer the ability for customers to order items in advance of the item being available (‘Pre-orders’), we might require a deposit or payment in full depending on turnaround of the garment.
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.