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Returns & Refunds

To change or cancel an order

Should you need to do any of the below, please contact the milkandhoney Customer Service team for help and advice on 0345 459 7649, Monday – Friday 9am to 5pm (excluding Bank Holidays) calls are charged at the basic rate.

• alter your delivery or invoice address details
• remove items from your order
• cancel your order

Please be ready to quote your order number and order date.

In the case that your order has already been dispatched or if you have received your order then please refer to our Returns procedure in the event of any unwanted products.

Please note: there are some products which we are unable to cancel, refund or exchange. This includes filled products ie Duvets and Pillows. Please see below for more details.

Missing, incomplete or damaged orders

If your order arrives either damaged or incomplete, or if your order has been dispatched but hasn't arrived within the expected time period, please contact our Customer Service team either by email at customerservice@milk-and-honey.co.uk or call us on 0345 459 7649, Monday – Friday 9am to 5pm (excluding Bank Holidays) calls are charged at the basic rate.

Faulty Goods

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item.

If a fault develops outside of the 30 day return period please contact us on 0345 459 7649 (Monday-Friday 9.00am-5.00pm) or by email returns@milk-and-honey.co.uk before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read the 'care' tabs within each product or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Refund Policy

We want you to be happy with your purchase, therefore we will offer you an exchange or a refund within 30 days of receipt, provided that the products are returned complete, in perfect condition, unused, unwashed and in the original undamaged packaging. We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase.
Customers will be required to pay for the return of the product to us, unless the product is faulty. Please see ‘Returning Orders’ section below for more details and approximate costs.
We are not able to refund delivery or gift wrapping charges but we will send any exchange items free of delivery charges.

Please take the time to read the product 'care' information tab when viewing each product, as we cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or washed.

All filled products (duvets, pillows and cushion fillers) are excluded from our returns policy for hygiene reasons, as well as any made to order products, these items can only be returned if faulty.

Returns Procedure

Please contact us on 0345 459 7649 or email returns@milk-and-honey.co.uk, and we will send/ email our returns form to you. This form will need to be included with the returned item. Customers will be required to pay for the return of the product to us, unless the product is faulty. Please see ‘Returning Orders’ section below for more details and approximate costs.
Please return your order to:

Customer Returns
milkandhoney
Acorn Cottage
82 Broad Lane
Stapeley
Nantwich
Cheshire
CW5 7QL

Condition of Returns

It's important that returned items are in the best possible condition, so please take reasonable care of them and keep all packaging. If you change your mind about your purchase, please contact us straight away.

Distance Selling Regulations

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing no longer than 14 working days after the day on which you receive the goods. This includes the standard delivery charge, but not the excess if you selected a premium delivery service. The goods need to be returned to us within 14 days following cancellation, in a re-saleable condition and must not have been used.

If you wish to cancel please inform us in writing by using the contact us section on our website or by sending us an email to info@milk-and-honey.co.uk please make sure to include your name, email address and order number.

Customers will be required to pay for the cost of returning Products to us. For more information please see below.

Returning Orders

Customers will be required to pay for the cost of returning Products to us.

Prices vary between £2.80 - £10 for a Small to Medium size Royal Mail Parcel Service. We recommend you use a registered or signed for service.

If you have a large parcel to return to us, you can use Parcelforce, simply take to your nearest post office.
Example costs for a parcel weighing up to 5kg is £10.80+Vat and up to 10kg is £13.67+Vat for a 48hr tracked delivery service.

For full details of Royal Mail and Parcelforce Parcel sizes and up to date prices, please visit the Royal mail website; http://www.royalmail.com/price-finder

Products we're unable to cancel, refund or exchange

Unless faulty or not as described, we cannot refund, exchange or accept order cancellations on:
Filled Products (duvets, pillows and cushion fillers) and Personalised or made-to-order products. This does not affect your statutory rights.

If you have any queries regarding our returns procedures please contact us on 0345 459 7649 or returns@milk-and-honey.co.uk