Refund & Returns Policy

At Vilana Milano, we are committed to providing a transparent, fair, and professional shopping experience. Please read our Refund & Returns Policy carefully before making a purchase.

Order Cancellations

Orders may be cancelled before they have been dispatched.

If an order is cancelled before shipment, a processing fee of €10 may be deducted from the refund to cover payment processing, administrative, and operational costs already incurred.

Once an order has been shipped, it can no longer be cancelled and must follow our return procedure.

Returns

Customers may request a return within 30 days of receiving their order.

To be eligible for a return:

The item must be unworn, unused, undamaged, and in its original condition.
All original packaging, tags, accessories, and documentation must be included.
The item must be returned in the same condition in which it was received.

All returns require prior authorization from our customer support team.

Before sending any item back, customers must contact us at support@vilanamilano.com to obtain return instructions and the correct return address.

Returns sent without prior authorization may be refused.

Return Shipping
European Union (EU) Returns

For customers located within the European Union, Vilana Milano will assist with the return process.

Where applicable, we may provide a prepaid return shipping label or arrange return shipping directly through our logistics partners.

Customers must contact our support team before returning any item in order to receive the appropriate return instructions.

Non-European Union Returns

Returns shipped from countries outside the European Union require prior written approval from Vilana Milano.

Due to customs regulations, import duties, and international clearance procedures, we reserve the right to refuse returns originating from non-EU countries, including but not limited to Australia, New Zealand, Canada, the United Kingdom, and the United States.

Any return sent from a non-EU country without prior written authorization may be refused and returned to the sender at the customer’s expense.

Customers remain responsible for all shipping costs, customs duties, import taxes, brokerage fees, and any other charges associated with international returns.

Refund Eligibility

Once a returned item has been received and inspected, customers will be notified whether their refund request has been approved or rejected.

Refunds may be reduced if:

The item shows signs of wear or use.
The item is damaged.
Original packaging, tags, or accessories are missing.
The item is returned in a condition different from that in which it was received.

Any deduction will be based on the actual reduction in the item’s value.

Non-Refundable Items

The following items are not eligible for return or refund:

Personalized or custom-made products.
Items returned without prior authorization.
Items returned outside the applicable return period.
Products damaged through misuse, negligence, improper care, or normal wear and tear.
Customs, Duties & Taxes

Customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or similar charges imposed by local authorities.

Vilana Milano does not refund customs duties, taxes, or government-imposed charges.

If customs duties, import taxes, clearance fees, or similar charges are incurred when receiving a returned shipment, Vilana Milano reserves the right to deduct these costs from any refund amount or refuse the return entirely.

Refund Processing

Approved refunds will be issued to the original payment method used for the purchase.

Depending on the payment provider and financial institution, refunds may take between 5–10 business days to appear in the customer’s account.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information during checkout.

Orders delivered to an address provided incorrectly by the customer are not eligible for refund.

Where possible, we will make reasonable efforts to assist in locating or recovering the shipment.

Gifts

If an item was purchased as a gift and shipped directly to the recipient, store credit may be offered where applicable.

Otherwise, approved refunds will be issued to the original purchaser using the original payment method.

Return Address Policy

Items must never be returned to the shipping address shown on the original parcel.

Return addresses may vary depending on the product category, warehouse location, and logistics requirements.

Customers must obtain the correct return address from our support team before returning any item.

Returns sent to an unauthorized address may be refused and will not be eligible for a refund.

Contact Us

For all return, refund, or cancellation requests, please contact:

Email: support@vilanamilano.com

Our customer support team will be happy to assist you and ensure your return is handled as smoothly as possible.