🛵 Returns Policy

We hope you love your purchase, but we understand that sometimes things are not exactly as expected. Before returning your order, please read the instructions below carefully.

Important: We do not encourage exchanges, as we collaborate with different boutiques. If you wish to exchange a product, please return the item by following the standard return procedure and place a new order through Milq.gr or the MILQ application for the replacement product.

Timeframe

In accordance with applicable consumer protection legislation (Law 2251/1994 and Directive 2011/83/EU), the consumer has the right to withdraw within fourteen (14) calendar days from the date of receipt of the product.

The consumer must notify MILQ of the return within fourteen (14) calendar days from the date of receipt of the product. Notification must be submitted through the consumer’s order page. Once you select the relevant order and product, the option “I WANT TO RETURN IT” will appear.

From the moment you declare your withdrawal, you have an additional fourteen (14) days to return the product in order to receive either a refund or your MILQ voucher, subject to the exceptions listed below.

Attention: Your order may include products from different stores. If you are returning products from different stores, you must notify MILQ separately for each product by following the procedure described below for each item individually. You must then return each product to the correct store as indicated on the MILQ platform, or hand them over to the courier in separate packages per store, if you have selected courier return.

How the Return Process Works

Returns are handled exclusively through the MILQ platform.

Please follow these steps:

Log in to your MILQ profile.
Go to “My Orders.”
Select “Return Product.”
Choose the product you wish to return.
Select one of the following two options:

A. MILQ Voucher (includes free return via courier)

You will immediately receive a MILQ voucher equal in value to the product.
The voucher will be visible immediately but will be activated once the store confirms receipt of the returned product.

B. Refund (within 14 days from the withdrawal declaration, provided the return is completed)

The amount is refunded to your original method of payment.
Refunds are processed in accordance with withdrawal legislation and in any case within statutory deadlines, with the possibility of suspension until the product is received or proof of dispatch is provided.

Note: Choosing a MILQ voucher is optional and does not restrict the consumer’s statutory right to receive a monetary refund, in accordance with applicable law.

Choose how you wish to return the product

Return to the store (free of charge)

MILQ issues a unique Return Code.
Deliver the product to the store and provide the code to the staff.
Once the store registers the code on the MILQ platform, the refund process is initiated or your voucher is activated and can be used immediately for a future purchase through MILQ.

Return via courier

The courier will collect the product and deliver it to the store.
Once the store confirms receipt of the return on the MILQ platform, the refund process or voucher activation proceeds.
The shipping cost is borne by you only if you have selected a monetary refund (Option B).

Important Information

Returns that are not declared through the MILQ platform or that do not include the relevant Return Code cannot be technically processed by our system. The requirement to use the platform and the Return Code serves exclusively for identification and proper handling of the return and does not limit or affect the consumer’s statutory rights against the store, in accordance with applicable law.

MILQ acts as a coordinator of the return process on behalf of the store. Refunds are carried out by the merchant through the platform, in accordance with consumer protection legislation.

Returns are accepted only if the product is in excellent condition, unworn, with tags attached and in its original packaging. The product must be returned in a condition that allows inspection of its nature, characteristics, and functionality, as required by withdrawal legislation.

MILQ vouchers may be used for any future purchase within the platform and are valid for 12 months from the date of issue.

MILQ acts as a coordinator of the return process on behalf of the merchant, without substituting the merchant’s statutory obligations towards the consumer.

Return Exceptions

Please note that the right of withdrawal does not apply in cases provided by law, particularly for sealed products that are not suitable for return for health or hygiene reasons once unsealed, as well as for customised or made-to-order products.

The following products cannot be cancelled or returned:

Perishable products, e.g. plants and personal care items.
Personal items sold with a hygiene seal, where the seal has been broken (e.g. earrings, underwear, swimwear).
Customised products and products made to order.
Sealed/unsealed items, e.g. perfumes that have been unsealed.

Returns are not accepted where the product has been used beyond what is necessary for testing or has suffered damage or loss of elements (e.g. tags), rendering it non-resalable, without prejudice to the consumer’s rights in the case of defective or incorrect products. Defective products must be returned in their original packaging.

Courier Issues

If you encounter any issues related to your return and the courier (e.g. tracking issues), please contact us at returns@milq.gr or contact the courier company directly to initiate an investigation.

We also recommend informing the courier company if the product is fragile.

Return Costs

Unfortunately, we are not yet able to offer free returns for all orders.

The cost of returning a product is borne by the consumer only in cases where the right of withdrawal is exercised without fault of the merchant, in accordance with Article 14 of Directive 2011/83/EU.

In cases of defective, damaged, or incorrect products, the return cost is fully covered.

At present, we cover return shipping costs only if you choose a MILQ voucher or in the cases mentioned above (damaged, defective, or incorrect product upon receipt).

In the event of a damaged, defective, or incorrect product, please contact the MILQ support team by emailing support@milq.gr or returns@milq.gr.

Your message to the MILQ team should include the order number, full name, and contact phone number.

Please ensure that you have carefully reviewed the return conditions before sending back your product!

We hope your next purchase is exactly as you dreamed of!