Returns & Refunds
Thank You for Shopping at Millie and Jones
Your satisfaction is our top priority. If you're not completely happy with your purchase, we're here to help make things right.
Right to Cancel
You have the flexibility to cancel your order at any time before receiving your item. Simply email us at info@millieandjones.co.uk as soon as possible, and we'll process your cancellation promptly.
You also have the right to cancel your purchase within 14 days without needing to provide a reason. This 14-day cancellation period starts from the day you, or someone you’ve appointed (excluding the delivery carrier), take physical possession of the goods. To cancel, please email us at info@millieandjones.co.uk before the 14-day period ends.
If the 14-day cancellation window has passed, you may still be able to return your item; however, additional charges may apply. For further assistance, please contact us at info@millieandjones.co.uk. Please note that these terms do not restrict your statutory right to cancel within the initial 14-day period.
For hygiene reasons, we cannot accept returns on mattresses if they have been removed from their original packaging unless they are faulty.
Effects of Cancellation
If you cancel within the 14-day period, we will refund all payments received from you, including standard delivery costs (excluding any extra costs if you selected a delivery method other than our least expensive standard option). We may deduct from your refund if there is a reduction in the value of the goods, such as items removed from the packaging or unwrapped mattresses.
Refunds will be processed promptly, no later than:
- 14 days after we receive the returned goods in their original condition,
- 14 days after you provide proof of returning the goods (if earlier), or
- 14 days after you inform us of your decision to cancel (if no goods were supplied).
Refunds will be made using the original payment method, unless you have expressly agreed otherwise, and no fees will be charged for the refund process. Please note, we may withhold the refund until we have received the returned goods.
You are responsible for returning the goods to us without undue delay and within 14 days from notifying us of your cancellation. You will need to bear the direct cost of returning the items, and you are liable for any reduction in the goods' value due to handling beyond what is necessary to establish their nature, characteristics, and functionality.
How to Return a Product
To return a product, please ensure it was received by you within the last 14 days. Email us at info@millieandjones.co.uk with the following details to help us process your return:
- Your name
- Order reference number
- Your address
- Email address
- Contact number
- Date of purchase
- Date the goods were received
- If you ordered multiple items, specify which item you would like to return
All items must be returned in their original packaging. When your return is approved, please send the product along with a note indicating whether you would prefer an exchange or a refund.
Returning Items
Some of our products are delicate, and we want to ensure they are handled with care. Please notify your courier if the item has delicate properties and ensure that the shipment is fully insured to its retail value.
Damaged or Faulty Items
All our beds come with a warranty covering manufacturing faults as specified on the product page. If you receive a damaged or faulty item, please contact us immediately for assistance.
Sale Items
Sale items are eligible for refunds.
Contact Us
If you have any questions or need further assistance with our Returns and Refunds Policy, please don’t hesitate to contact us. We're here to help!