Frequently Asked Questions

Just create a MilQ account using the same email you used at checkout. Your order will be linked to your account automatically and will be available under My Orders.

Sign in or create a MilQ account using the same email you used for your order. Then go to Profile → My Orders, select the relevant order and tap it to see all available information, including its current status.

If your order appears under Profile → My Orders, it has been registered successfully and you can track its status there at any time.

Please also check your email's Spam/Junk folder, as some messages may end up there.

If the payment was completed successfully but the order doesn't appear in your account, contact us at support@milq.gr. In the subject line, please include your order number. Our team does its best to respond to all requests within 48 hours.

You can cancel your order as long as it hasn't yet been accepted by the shop. Once the shop accepts the order and starts preparing it, cancellation is no longer possible.

If, after delivery, you decide you don't want the product, you can follow the returns process under MilQ's Return Policy.

Because we work with multiple independent shops, we don't support direct product exchanges. However, you can return your product and choose a refund as a MilQ Voucher of equal value, which you can use to place a new order for the product you want.

MilQ hosts products from independent brick-and-mortar shops, which make every effort to keep their stock up to date.

However, in rare cases a product may be sold at the same time in the physical shop and through MilQ, meaning it's no longer available when the shop processes your order. In that case, the order or part of it may be cancelled and any payment refunded under our policy.

At MilQ we work every day together with our partner shops to offer the best possible shopping experience and keep such incidents to a minimum.

Thank you for choosing to support local businesses and for helping keep our neighbourhoods and local markets alive.

Yes. On MilQ you can add products from different shops to your cart and complete your purchase in a single order.

For each shop you can choose a separate delivery method. For example, you can choose courier delivery for one shop's products and pickup from the physical store for another's.

If your order includes products from more than one shop and you choose courier delivery, shipping costs are calculated separately for each shop and will be shown in detail before you complete your purchase.

If your order includes products from different shops, you may receive separate parcels from each seller-shop.

This happens because products are shipped directly from the physical shops they belong to, allowing faster order processing and supporting the local businesses that take part in MilQ.

We know that receiving multiple parcels can be less convenient, and we work constantly to make the process as simple, smooth and pleasant for you as possible. Thank you for supporting us on this journey and for keeping our neighbourhoods alive together.

Yes. Your order can be picked up by another person on your behalf, as long as they have a screenshot or printed copy of your order to show at the shop on collection.

To avoid any issues, make sure the order number is clearly visible on the proof.

You can submit a return request under Profile → My Returns → Create Return, choosing the order and the product you want to return.

When submitting the request, you'll be asked to choose:

Refund method

• A MilQ Voucher of equal value to the returned product.
• A refund to your original payment method.

Return method

• Return to the physical shop.
• Courier pickup.

The MilQ Voucher option offers free courier returns and lets you easily make a new purchase through MilQ as soon as the product is returned.

If you choose a refund, return costs may apply if you opt for courier return, under the Return Policy. You can always return the product to the shop in person at no cost. In that case you'll need to give the shop the return code found under Profile → My Returns, by selecting the specific return. Once the shop confirms the return by entering the code, the refund or MilQ Voucher issuance is triggered.

Once the product is received and checked by the shop, the return will be completed according to the option you selected.

For products received defective, damaged or different from your order, the return is processed at no charge to you.

Under applicable European and Greek consumer protection law, you have the right to request a return of a product within 14 calendar days from the date you received it.

After you submit your return request, you have up to 14 additional calendar days to send or hand over the product for return.

For the return to be accepted, the product must be returned in its original condition, with all tags and packaging, under MilQ's Return Policy.

If you receive a product that is defective, damaged or different from what you ordered, you can return it at no charge.

The process is simple:

• Go to Profile → My Orders → Returns.
• Submit a return request for that product.
• Select the return reason as 'Defective/Damaged product' or 'Wrong product'.
• Optionally, you can attach photos of the product to help us assess your request.

The MilQ team will review your request and, once the issue is confirmed, will arrange the product's return at no cost to you.

Our goal is to resolve such cases as quickly and as easily as possible for our customers.

Yes. You can return the product directly to the physical shop it was bought from, after first following the returns process through MilQ. Go to Profile → Returns and create a new return request. During the process, select Return to Shop as the return method.

Once your request is completed, you'll receive a unique Return Code. You'll need to present this code at the shop when handing over the product, so the return is registered and the refund process starts according to the option you selected (MilQ Voucher or refund).

For your protection, returns made directly at the shop without a prior request through MilQ may not be possible to process.

Yes. All payments through MilQ are processed securely via the Viva.com payments platform.

MilQ does not store credit or debit card details. All transactions are processed by Viva.com, which applies modern security and payment protection standards.

In addition, to protect consumers and reduce the risk of fraud, all sellers active on MilQ go through a business verification process (KYB - Know Your Business) by MilQ and Viva.com. This ensures sellers are legitimate businesses and meet the platform's compliance requirements.

Transaction security and our users' trust are a key priority for MilQ.

MilQ works with different shops and brands, which may use different sizing systems depending on the country or manufacturer.

To make the shopping experience simpler and avoid confusion, all sizes shown on MilQ are converted, where possible, to the European sizing system (EU sizing).

This doesn't affect the actual fit of the product. However, the size shown on the product label when you receive it may differ from the size you saw on MilQ, as it may come from a different international sizing system.

We always recommend reading the product information provided by the shop carefully, as well as consulting the Size Guides for more information on size conversions and product fit.