Customer Support

FAQ's and Information

Help and Support

We're here to help! You should be able to find an answer to your question on this page, if not you can always get in touch with the team via email or phone during office hours. We aim to get back in touch the same day, usually within a couple of hours - it's usually quicker to email us. 

If you are waiting for a delivery and need to track your parcel you can do this via our chosen courier websites. Head over to Royal Mail tracking or for larger deliveries click here for Parcelforce tracking. Please allow up to three working days for delivery before reporting your order to us.

Customer Care Team

Our offices are open Monday through Friday from 10AM until 5PM. We aim to reply to messages received during that time, plus we keep an eye on our social media accounts throughout the day. 

Collection Times

You can collect your order from our micro-warehouse, speak to the team collection times. We aim to have your order collected by our couriers the next working day. Currently, orders after 3PM are handled the next working day.

Are your products truly natural?

Yes, we use certified natural ingredients, however not all of our products themselves are not certified as organic or vegan.

Are your products made by hand?

Yes, we make all our products by hand in small batches from our unit just outside Stourbridge, West Midlands.

Are you cruelty free?

Yes, we are 100% cruelty-free. We

would never condone animal testing and we only use suppliers that are certified cruelty free with their products.

What are the shelf live of your products?

Our products do have a shelf life of about 12 months. Shelf life can be extended the best by storing our products away from sunlight and in a cool, dry place. We also add Vitamin E in our products to help extend the life and slow oxidation. In the uncommon case that one of our products that you purchase is not completely fresh please let us know right away.

Where do you get your ingredients?

We source our raw ingredients from many locations. We love using local suppliers when possible, we are challenged to find suppliers so we use multiple companies to fulfil our needs. All our packaging is made in the UK.

Who formulates your products?

Our products are formulated in-house by our small team. We make each batch by hand using only the highest quality and cruelty-free ingredients we can find.

Do you make custom products for others?

Yes! We love working with other small business to make smaller batches of customer products for either resale or giveaways etc. If you would like more information on our bespoke white label products, get in touch with Milly’s team.

Returns Policy

We know that you will love our products! However, we also understand that you might change your mind or need to return a fault item to us.

Your consumer rights to return any goods which you purchased online are protected under the Consumer Contracts Regulations. Consumers are entitled to cancel their orders and return the goods, in the condition that they were purchased, within 14 days for a full refund, including the cost of delivery. Your rights to return goods are protected under the Consumer Contracts Regulations click here to read the full details.

If you want to arrange a return for your goods then please contact us by email or telephone quoting the order number supplied to you. Your refund will then be paid back to you within 28 days.

However, we must add that you are responsible for the cost and potential loss or damage when returning the goods, so you should ensure to get the cover of their value covered. If the goods you purchased from us are faulty then your statutory rights are not effected. Any returned products must be received by us in an as-sold condition. Packaging must be complete and undamaged. Any item that does not meet these criteria will be not be accepted for return. All return postage costs are the responsibility of the customer.

To return a product, simply contact us via phone (0330 8080 714) or drop us an email (woof@millys.me) and we will give you further information on how to complete the return.

Privacy Policy

WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

CONSENT

How do you get my consent? When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at woof@millys.me

DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located. As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links

– When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not. _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc). _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer. cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart. _secure_session_id, unique token, sessional storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at woof@millys.me

Contact Form

12779EMAILS SENT
5STAR SERVICE
2YEARS OF TRADE
5932ANSWERED QUESTIONS