Returns

Not loving your little one's new goodies? Not a problem! You can return your item(s) to us for a refund provided:

  • Items are returned within 14 days of delivery date
  • Items are in unworn, unused, saleable condition
  • Items have all packaging, and tags intact (shoes should be returned with original shoe box intact)
  • Your item HAS NOT been personalised

After that? We accept returns for full-price items (items not purchased in the sale, or with a discount code) within 30 days of shipment date (date in top right corner of your paper returns form), however, these will be credit note only (if returned outside of 14 days).

We do not accept returns for unwanted items after the returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Please note: Items purchased with a discount code above 10% are credit note only if returned.

Non-Refundable Items

  • Millie and John Bespoke items due to being hand-crafted specially for you
  • Socks, tights, hair accessories, and swimwear due to hygiene reasons
  • Personalised items due to their personalised nature
  • Gift cards
  • Preorder deposits
  • Preordered items due to being manufactured specially for you
  • Free gifts, or promotional items (please see "More Information" below on returning an order which included a free gift)
  • Flash sale items are credit note only

Do I have to pay to return an item?

Yes. While we do provide a prepaid Royal Mail Tracked 48 return label in all of our UK orders so you don't need to go to the inconvenience of arranging postage yourself, if it used we will deduct £3.95 from your refund to cover the cost.

International Orders: Standard air mail is the most-used service for returns, however, for peace of mind, you may wish to send via a tracked service. On the customs form, please include the value of 0 and state that it is a return of unwanted baby clothing.

We cannot accept liability for items lost when returned to us. If we have agreed to cover return postage for a faulty item, we will indicate which service you need to use as we cannot cover postage upgrades.

How do I return an item?

  • Fill out the return form included in your order. Please make sure to select the reason code(s).
  • Pop the form and the item(s) you wish to return in a postage bag/box (boxed items and shoes MUST be returned in a box to protect them).
  • Address the parcel to (or use our prepaid return label if you're a UK customer):
    • Millie and John LTD
      36-37 Colliery Close
      Dinnington Business Centre
      Sheffield
      South Yorkshire
      S25 3QX
      United Kingdom
  • Pop the parcel in the post and make sure to obtain proof of postage in case of loss of post. Please note: We will not be responsible for missing parcels returned to us.

How should I package my return?

All returns need to be adequately packaged to avoid damage in transit. You are responsible for the item until it arrives back with us, and we cannot issue refunds or replacements for goods damaged or missing during transit.

Together with your completed returns form, we recommend packaging up your return by reusing the box your item arrived in, especially if returning a boxed item, or a normal mailing bag, along with any other packaging included with your order.

Please DO NOT:

  • Return your item(s) in a carrier or bin bag
  • Return your boxed item in a mailing bag, or non-padded/paper envelopes designed for sending letters

These do not protect the item(s) during transit, and the return may be refused upon arrival.

We reserve the right to charge a 5% fee for any item returned to us in inappropriate packaging, or excessively creased condition, to cover the cost of restoring the item(s) to saleable condition.

More Information

  • The original shipping charge is non-refundable. If you received free shipping for spending over a certain amount, and your refund takes your total order amount under the spend threshold, we will also deduct the appropriate shipping fee from your refund.
  • If you have received a free gift, and the return takes your total order under the value required to be eligible for the free gift, or if you return all the full-price items in your order, you will also be required to return the gifted item. If the gifted item isn't returned, we reserve the right to deduct the cost of the gift from your refund.

What happens when you receive my return?

Once we receive your return, we will inspect the item(s) to ensure they have been returned in-line with our returns policy. Please allow 10 working days for your return to be inspected and processed, and a further 3-7 working days (dependent on your payment method) for the payment to be credited back to your account.

We reserve the right not to issue a refund if the item(s) have been returned outside the terms of our returns policy.

There are certain situations where only a partial refund and/or credit note will be granted at our discretion:

  • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
  • Any sale item that is returned more than 14 days after delivery date
  • Any full-price item that is returned more than 30 days after shipment date

Refunds

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original payment method, within 3-7 working days, dependent on the payment method. You will receive an email notifying you of the refund.

Late or Missing Refunds

If you haven't received a refund yet, allowing 15 working days for your return to be processed and the funds to be returned to your original payment method, first check your bank account again, then contact your payment provider, as there might be a delay on their end. If you've done this and still haven't received your refund yet, please contact us at info@millieandjohn.com.

Exchanges

We do not offer exchanges. If you wish to exchange an item we ask that you return said item for a refund and then reorder through the website.

Faulty Goods

If you have received a faulty item, please contact us within 30 days of receiving your order with a photo of the fault, we will then offer a replacement, repair, or refund. After 30 days, the order will be considered accepted by you and assumed to be correct and not faulty or damaged, meaning no refund or replacement will be issued.

We would kindly ask that you wait for a response before returning any item(s) to us so that we can get back to you with any specific instructions or clarification needed on your return.

All items reported as faulty will be inspected by us upon arrival. Please bear in mind that items showing defect deemed to be due to accidental damage, general wear and tear, age, or neglect, will not be regarded as faulty.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a credit to a gift card for the value of your return.

If the item wasn't marked as a gift when purchased, or the gift-giver had the order shipped to themselves to give to you later, we will send a refund to the gift-giver and they will be notified of your return.

Unclaimed Goods

If your parcel is returned to us - either as "returned to sender" or due to being outside of our returns policy - you have 3 months from the date the parcel is returned to arrange for reshipment. To have the parcel resent, you will be responsible for covering postage costs again.

If reshipment and payment for postage are not arranged within this 3-month period, we reserve the right to donate the goods to charity, and all amounts paid for the order will be forfeited. No further claims for refunds or reshipment will be accepted after this time.