Returns & Refunds

We hope you love your LabelMilk order! If something isn’t quite right, please read the information below or contact us at labelmilk@hotmail.com and we’ll be happy to help.

Returns for Non-Personalised Items

If you change your mind about a non-personalised item purchased online, you have the right to cancel your order within 14 days of receiving it.

Please email labelmilk@hotmail.com within this 14-day period to let us know that you wish to make a return.

Once you have notified us, you have a further 14 days to return the item.

Returned items should be unworn, unused and in their original condition. You may inspect or try on clothing as you would reasonably be able to do in a shop, but we may make a deduction from your refund if an item has been handled beyond what is necessary to inspect it and its value has been reduced.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

Please contact us before sending a return so that we can provide the correct return instructions.

Personalised & Custom-Made Items

Items that have been made specifically for you using your chosen personalisation, such as a name, custom wording or another bespoke request, cannot normally be returned or refunded because you have changed your mind.

This does not affect your rights if the item is faulty, damaged, not as described or we have made an error with your order.

Please make sure all names, spellings, dates and other personalised details are correct before placing your order.

Made-to-Order Items

Many LabelMilk products are made to order. This means we create or print your item after your order has been placed.

A standard item being made to order does not by itself mean that it is personalised. Non-personalised made-to-order items are therefore covered by our standard returns information above.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or you have received the wrong item, please contact us at labelmilk@hotmail.com as soon as possible.

If possible, please include:

• Your order number

• A description of the problem

• Clear photographs showing the fault, damage or incorrect item

For mugs, glasses, cups and other breakable products, we recommend inspecting your order as soon as it arrives and contacting us within 24 hours where possible if it has been damaged in transit. Reporting transit damage quickly makes it easier for us to investigate and resolve the issue.

However, this 24-hour request does not affect your statutory consumer rights.

Where an item is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with your consumer rights. Where a return is required because of our error or a faulty item, you will not be expected to pay the reasonable return postage cost.

Refunds

Once your return has been received and inspected, we will process your refund using your original payment method.

For eligible cancellations, refunds will be made within 14 days of receiving the returned goods, or evidence that they have been sent back where applicable.

Where required, your refund will also include the cost of our standard delivery option. If you selected a more expensive delivery service, such as an upgraded delivery option, the additional delivery cost is not refundable unless the order was faulty or incorrectly supplied.

Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Exchanges

If you would like a different size, colour or item, please contact us at labelmilk@hotmail.com.

Depending on the circumstances, the easiest option may be to return the original eligible item and place a new order.

Personalised items cannot normally be exchanged because of an incorrect size, colour or change of mind unless the item itself is faulty or we have made an error.

Please check size guides and product information carefully before ordering personalised products.

Cancelling or Changing an Order

We begin processing and making orders quickly, so please contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee that changes can be made once production has started.

For personalised or bespoke products, we may be unable to cancel your order once work has begun.

Your statutory cancellation rights for eligible non-personalised online purchases are not affected by our processing times.

Sale Items

Sale and discounted items have the same statutory consumer rights as full-price items.

Unless an item falls within an exemption such as genuinely personalised or custom-made goods, eligible sale items may be returned in accordance with the policy above.

Returning an Item

Please do not send a return without contacting us first.

Email:

labelmilk@hotmail.com

Please include your order number and the reason for your return so we can provide the appropriate return instructions.

We recommend obtaining proof of postage when returning an item, as you remain responsible for the parcel until it reaches us unless we have arranged the return ourselves.

Your Consumer Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you have under UK consumer law.

Your statutory rights apply in addition to this policy.