CUSTOMER CARE

FAQ’s

Do you provide International Delivery?

Yes! We’re working on global awareness, but if you’re an international customer, you can now select your location at checkout for delivery!

What is your Returns Policy?

Sadly, at this stage we cannot accept returns unless the item arrives damaged or not as described. All customers are required to inform Miller & Whitelaw directly should there be any product issue. If you feel you are eligible for a return please email us at hello@millerandwhitelaw.com with a clear description and images of your item. We will then get back to you as soon as possible and aim to rectify any issues! 
 
Our full policy can be found on our Terms & Conditions PDF. Should a return and refund be issued, return shipping is to be paid for by the customer, with a proof of purchase receipt being required.

Refunds will be made once the item has been received by Miller & Whitelaw and passed all quality checks on acceptance.

Please refer to our Store Policies below for further information.

 

How do I request a refund if my item is damaged?

Please contact us either via our Contact Page or through the email below within three (3) days of receiving the item. We will instruct you on how to go about making a claim.

hello@millerandwhitelaw.com

How do I track my order?

We will send you a confirmation email to confirm your order once it has been processed. We will follow up with a shipping notification once the items have being passed over to Royal Mail.

How long will my order take?

Please see our Store Policies for shipping and manufacturing time periods.

What are your delivery options?

We offer Signed For deliveries on all our UK orders, but also offer international delivery for our international customers.

CUSTOMER INFORMATION

PRIVACY POLICY

We may collect personal and non-personal information from our Users using the Website. This information will be stored securely in England. This information will only be collected if You volunteer to submit such information. You can freely refuse to submit information, although this may prevent you purchasing or subscribing to our site. 

Note: Please see our full Privacy Policy & Terms & Conditions for more information

SHIPPING

All items not on Pre-Order have a three-week turnaround time at present. This does NOT include Shipping Time through Royal Mail, which is an additional 2-5 business days*. During checkout, you will have the option to choose shipping prices dependant on your global location, but please contact us prior to purchase if you require delivery on/before a certain date and we will attempt to work with you to make this possible. If we do not hear from you, we cannot guarantee an item will make it to you in time.

Orders over £99 receive complimentary FREE Shipping to the UK.

Some of our products are Made To Order. We prefer not to rush this process to ensure you receive a quality item. This means any Handmade items may take up to 3 weeks to manufacture. This does NOT include additional Shipping Time, which can be found above.

On occasion, Orders can get backed up, particularly around Holidays. When we ship an item to you, you will always receive an email to let you know it’s on the way.

We are not liable for the amount of time Royal Mail takes to deliver the item to you. We cannot take liability for the amount of time Royal Mail takes to process and deliver your item, however, please do contact us if, after the allotted time, your parcel has not arrived.

*We are not responsible for issues that may be caused by Royal Mail, up to and including delayed deliveries, lost items and stolen items. We sadly cannot replace or refund these items, however please contact us if there is an issue and we will do our utmost best to offer some assistance.

RETURNS/EXCHANGES

At this stage, we sadly cannot offer returns or refunds for products, unless they are damaged or not as describe. You must check the size guide and product description/specification prior to completion of your order to ensure your item is correct. Should an item arrived damaged or not as described, you must contact us within 3 days of the Products arriving to request a return. If You do not contact Us within three days of delivery, we will be unable to issue refunds, grant returns or mail replacement products. The Buyer must pay return shipping if a return is requested. Refunds and exchanges are at the sole discretion of Us and cases will be treated on an individual basis. We cannot accept returns due to discrepancies, such as:

– Sizing or fit issues

– Slight colour difference between site images and actual products

– Damage due to rough handling after delivery

– Not reading the product description closely to note components, fabrics etc.

When shipping, You are required to collect a Proof Of Postage Receipt. Provided items that are returned, are done so with all tags attached, unused, unwashed, unmarked and in the same condition they arrived in, complete with all parts, accessories and the original packaging with which it was delivered in, we will be happy to complete your refund or exchange as quickly as possible for you. If you are in any doubt, please contact us via the email hello@millerandwhitelaw.com, as all claims must be made through this service.

ADDITIONAL INFORMATION

If you are unhappy with your item once it is received, please contact us immediately via email, which can be found on the Contact Us Page. We will try to resolve any issue that was a mistake on our part.

Please read the product descriptions very closely to avoid any confusion or unhappiness after purchase. If you are in any doubt, contact us.

Here at MILLER & WHITELAW, we want customers to get the best shopping experience possible. When checking out, please make sure that the address provided is correct as we are unable to change anything once your order has been dispatched.

* Due to COVID-19, Royal Mail are taking slightly longer to deliver parcels. We aim to get our Products to you ASAP, so if you are in need of a garment for a certain date, please contact us directly via the Contact Us Page & we will attempt to make every effort to provide.

ORDER CANCELLATIONS

We will honour requests to cancel orders for 24 hours after the purchase date, but any cancellation request submitted past this time will not be accepted. This is our standard policy and we cannot make any exceptions to this.

Size Guide