FAQ's
Who are we?
What is Millie & Malu?
We're a small female owned & managed business. We wanted to start a store that creates the things we oursleves would buy. We have also always been environmentally conscious, and therefore chose to set up a 'made-to-order' store. This way we can still create bespoke products, but also ensure minimal waste since each product is made especially for you.
Where does the name Millie & Malu come from?
Our founder has always dreamed of naming her future dogs 'Millie & Malu'. But because she leads a nomadic lifestyle, she cannot support any doggos right now. So, she decided to use the names for her dream business instead.
Delivery
What payment methods do you accept?
We accept almost all payment methods. Please scroll down to our footer, and check the bottom right corner for our acceptable payment methods.
How long does shipping take?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- Europe: 6–8 business days
The shipping estimates you see on our store are only relevant for the folowing countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
We're sorry if we currently don't ship to your location. We promise once we feel big enough, we'll aim for world domination.
Why does shipping take so long?
Our products are made especially for you as soon as you place an order. This is why it takes us a bit longer to deliver it to you. Our made-to-order ethos helps reduce overproduction, so thank you for making thoughtful purchasing decisions and supporting small businesses like M&M <3
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders.
This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbors in case the courier left the package with them.
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at millieandmalu@gmail.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Orders
How are your products made?
We work with global suppliers. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
This is better for the environement, and for you!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at millieandmalu@gmail.com
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at millieandmalu@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
How do I recieve my discount code?
You'll need to fill in your email address at the bottom of our home page. You'll then recieve an email asking you if you consent to subscribe to marketing emails. If you click the 'subscribe' button, you'll then recieve another welcome email with your discount code. (You can subscribe to email marketing at any point).
Returns
What is your return policy?
Since all of our products are made to order, and there’s no inventory of finished products, we don’t offer returns and/or exchanges.
The ethos of our brand is to create bespoke products that are both pretty, and environmentally friendly. For this reason, we cannot accept returns for buyer's remorse.
But if there’s something wrong with your order i.e a defect of some sorts, please let
us know by contacting us at millieandmalu@gmail.com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at millieandmalu@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges since everything is made to order and there’s no inventory of finished products. If you’re unsure which size would fit better, check out our sizing charts - we have one for almost every item listed on our store, in the product description section. If you're unsure about something, please email us!
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at millieandmalu@gmail.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!