Refund policy
Refund & Cancellation Policy
We are committed to your satisfaction and want your experience with us to be smooth and transparent. Please read our refund and cancellation policy carefully.
Order Cancellations
Orders can be canceled prior to shipment.
If you cancel an order, a €10 fee will be deducted from your refund.
This fee covers non-refundable transaction costs
According to EU consumer rights law, sellers are permitted to withhold part of the refund to cover administrative or service costs, provided these are clearly disclosed and proportional.
Our deduction is in line with EU Directive 2011/83/EU on Consumer Rights, which allows businesses to retain amounts related to transaction or processing expenses in the case of customer-initiated cancellations.
Returns
Our policy lasts 30 days after delivery. If 30 days have passed since your order was delivered, we unfortunately cannot offer a refund or exchange.
To be eligible for a return:
The item must be unused, undamaged, and in its original packaging.
⚠️ Please do not send your purchase back to the manufacturer.
Returned items are not restocked for resale. Instead, they are forwarded to a dedicated member of our team who handles charitable donations, ensuring that returned products are passed on to someone in need.
Refund Amounts
Standard Refunds
In accordance with EU Directive 2011/83/EU on Consumer Rights, consumers are entitled to a full refund if they withdraw from the purchase within 14 days and return the item in its original, unused condition (Article 14(2)).
If the item shows signs of use, damage, or is not in original condition, up to 20% may be deducted from your refund to account for the diminished value.
This deduction also helps cover fixed costs that are non-refundable to us, such as processing, packaging, and fulfillment.
💡 Note: Items returned are not resold — they are donated to charity.
Exceptions and Non-Refundable Items
Custom-printed or personalized items are non-refundable as they are made to order.
No refund will be given for items shipped to an incorrect address provided by the customer, although we will gladly assist in recovery.
Refunds will not be issued for claims of damage without photographic evidence. Photos must be submitted to support@vilanamilano.com at the time of the refund request.
International Refunds – USA, Canada, and UK
For orders shipped to the USA, Canada, and the UK:
Refunds may not be 100% due to potential custom taxes.
If applicable, a custom tax invoice will be sent to you with full details on the deducted amount.
We are not responsible for refunding taxes charged by your local customs authorities.
Refund Process
Once your return is received and inspected:
You will receive an email confirming receipt.
We will notify you of approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within several business days.
Late or Missing Refunds
If you haven’t received your refund:
First check your bank account again.
Then contact your credit card company and bank — it may take time before your refund is officially posted.
If you've done all of the above and still haven't received your refund, please contact us at support@vilanamilano.com.
Gifts
If the item was marked as a gift and shipped directly to you:
You will receive a gift credit for the return.
Once received, a gift certificate will be sent to you.
If the gift wasn’t marked as such or was sent to the purchaser first, the refund will be issued to the original buyer.
Return Shipping
To return your product, contact us at support@vilanamilano.com.
Cannot be returned to the same address
We do not provide return shipping labels.
Customers are fully responsible for covering return shipping costs.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Important: Items cannot be returned to the address from which they were originally shipped. You must request the correct return address from us before sending your item back. If the item is sent to any other address, it will be lost and no refund will be issued.