Shipping Method: We use various couriers and postal services depending on country to find the most suitable option.

Shipping times: We work very hard to quickly dispatch orders, please allow up to 3 business days for this. If there are any special occasions where dispatch takes longer we will make a note of it on our website. Please also allow extra dispatch time during busy times such as national holidays (Easter, Christmas etc).

Orders placed after midday on Friday will be dispatched the next business day. Once your order has been dispatched, you’ll receive an email confirmation and tracking details.

Pease note that once orders are with our delivery partners this is out of our control as a business.

Shipping costs:

Italy: €5,99 or free over orders of €150

Eu elsewhere: €7,99 or free over orders of €150

Orders for outside of EU, please email us at hello@minlamilan.com and we will try to organise the shipment for you and can confirm delivery fees depending on your country.

Uk: At the moment, we’re sorry to disappoint our UK friends, but we’re currently unable to offer shipping to the UK. We're actively working on a solution and hope to have an update soon.

Delays: Unfortunately delivery delays are out of our control and we are not responsible for delays caused by shipping or customs. We usually do not have any further information to what you can find in the tracking information in your dispatch email but you may contact the courier company/customs office for further details.

Lost or damaged post: Once your order leaves us, it is under the responsibility of the courier to deliver it. Therefore, please keep in mind that if your package is delayed, lost or damaged, a claim will need to be filed with the shipping courier. If you believe your parcel is lost or stolen, you can contact us and we will look into it and help with the claim. Please keep your proof of postage and if your parcel arrives damaged, please take photo evidence of the parcel of how it arrived before opening it and keep all damaged packaging materials, as this may be required by the courier for your claim.

We do not take responsibility for parcels that are lost or stolen after being delivered to a designated 'safe place' rather than delivered direct to your house, this is at your own risk.

Customs taxes & fees outside of EU: We do not take responsibility for customs taxes and fees and and these are always responsibility of the customer. Please check with your local customs authority regarding import sales taxes, duties or other possible fees before placing any orders with us.

Your local customs authority will likely notify you once your order reaches your country's customs and any fees need to be paid before you receive your package. Any customs delay or fees that may occur are customers responsibility.

If duties, taxes and other fees are not paid upon arrival, the goods will likely be returned to us. If you want us to reship the goods, you’ll need to cover the cost of reshipment to you and the fees. Refusal of customs fees resulting in the return of the package back to us if you prefer a refund, will also mean deduction of an administrative fee of €3 from the refunded total.

Please make sure to double chck your shipping address is correct before placing your order.

If you need to change any details, email us at hello@minlamilan.com as soon as possible and before you receive your dispatch email and tracking as at this point we cannot make changes to the delivery anymore.

We are not responsible for packages delivered to an incorrect or undeliverable address. If we receive your parcel back, we're happy to ship your package back to a different address, but you will be asked to cover new shipping costs for the reshipment.

Please make sure you understand our return and refund policies before purchasing. If you have any questions, please email us at hello@minlamilan.com

Return policy: Customer satisfaction is a high priority to us. We hope you love your purchase but if for any reason you are not satisfied with your purchase, we accept returns under the following conditions:

• Item(s) must be in original, unused condition, unwashed, hair-free and with tags attached in original packaging.
• No ID or other tag has been attached to the collar as this can create scratches and not be in new condition and fit for resale anymore
• You notify us and return the products within 14 days from the date you receive your order.
• If you receive a free gift within your order and make a return, you must also return any free gifts included. If not returned, the value of the free gifts will be deducted from the refund amount.

We aim to process returns within 5 business days of receiving the products back.

Unless an item is deemed faulty/damaged, we don't refund original postage costs. Returns postage fees are also the responsibility of the customer unless the product is faulty. We kindly ask and recommend returns to be posted on a tracked service and we advise to keep receipt/proof of postage until the refund has been processed because the products are the customer's responsibility until they arrive back to us and we cannot be held responsible if the item(s) go missing on the return journey. Returns that qualified for free shipping in the original order, the original postage cost in line with our shipping fees will be deducted from the total refunded amount, if the entire order is returned.

We quality check every product but please check your order when you receive it and contact us immediately in the rare occasion that an item is faulty or damaged or if you receive the wrong item, and we will evaluate the issue and sort it as soon as possible. If the complaint on a faulty item is received after 14 days, we reserve the right to evaluate the situation case by case.

Please note, if you purchased Minla items at another retailer, you’ll need to return the purchase to that retailer according to their return policy.

How to make a return:

1. To process a return, get in touch with us at hello@minlamilan.com. Include your proof of purchase or order number and reason for the return. We will reply giving you more instructions and returns address.

2. Items must be returned to us within 14 days of receiving your order. Please include the invoice you received or order number and customer details within the return shipment as we need proof of your order in order to process the return.

Refund policy

We aim to process returns within 5 working days. We'll notify you by email once your return has been reviewed and either approved or declined following our policy. Accepted refunds will be issued to the original payment method.

We reserve the right to reject a refund for items that do not comply with our return policy and are used and not in original condition. We are not responsible for misuse of our products by the customer resulting in damaged product. Please try new items carefully indoors when your dog is clean and dry, in case you need to return them.

Please note once we have processed a refund it can take some time for your bank or credit card company to process the refund too. Please note that unless item is faulty, we do not refund any original postage costs/shipping fees or returning postage costs.

Unfortunately, we cannot accept returns on sale/seconds/clearance items. All sale items are final sale.

Exchanges:

Make sure you measure your pet and check our size guide before placing an order. If you are unsure of sizing please contact us for advise.

We do not offer exchanges currently so if you need another size, please follow our return process to return your items and place a new order for a new size. Once we receive the returned item, this will be refunded to you excluding possible deductions. Please refer to our return and refund policy for more information. Please note that we cannot guarantee the product or size you need will be in stock.