Need advice? Jump on our live chat!
📩 support@millieandjones.co.uk
📞 020 8264 0042
Monday to Friday – 8.00am - 4.00pm
Need advice? Jump on our live chat!
📩 support@millieandjones.co.uk
📞 020 8264 0042
Monday to Friday – 8.00am - 4.00pm
Welcome to Millie & Jones, operated by HCH Commerce Limited (“we”, “us”, “our”). These Terms & Conditions (“Terms”) govern your use of our website and any purchases made through it.
By using our website and/or placing an order, you agree to these Terms. If you do not agree, please do not use the website or place an order.
These Terms do not affect your statutory rights under the Consumer Rights Act 2015.
Buyer / You: the customer placing the order
Seller / We / Us: HCH Commerce Limited (trading as Millie & Jones)
Goods: the products purchased through our website
Contract: the agreement formed once we confirm your order
2.1 You must be 18 years or over to place an order with us.
2.2 These Terms apply to all purchases made via our website.
2.3 Product Images, Colour & Specification
We make every effort to ensure product information and imagery is accurate. However, all product images (including lifestyle photography and renders) are for illustration purposes only.
Colours may vary depending on your screen/device settings.
Dimensions are approximate and may vary slightly.
Minor variations may occur between batches or manufacturers, including (but not limited to) internal wardrobe layouts (such as shelving position/configuration), handles, fittings, fixings, ladder details and other small design features. These variations do not affect the product’s intended use, safety or overall quality.
Props, accessories, bedding and décor shown in images are not included unless explicitly stated in the product description.
2.4 All Goods are sold subject to their product descriptions and specifications as listed on the relevant product page at the time of purchase.
2.5 We may update or amend these Terms from time to time. The version displayed on the website at the time of your order will apply to your purchase.
3.1 All orders are subject to availability and acceptance by us.
3.2 Full payment must be received before your order is dispatched.
3.3 We accept major debit/credit cards, PayPal, Klarna and Clearpay (subject to eligibility and their terms).
3.4 All prices include VAT unless otherwise stated. Delivery charges (where applicable) will be shown at checkout.
3.5 In the unlikely event of a pricing or listing error, we reserve the right to correct the error before or after order confirmation. If this impacts your order, we will contact you with the available options.
4.1 Delivery is available to mainland UK only.
4.2 Estimated delivery times and available delivery options are displayed at checkout.
4.3 Delivery updates may be sent via email, text message and/or phone.
4.4 You must ensure a responsible adult (18+) is available to receive delivery. Missed deliveries may result in a rearrangement/redelivery fee.
4.5 Delivery dates are estimates and are not guaranteed. We are not responsible for delays caused by third parties or circumstances outside our control.
4.6 Where delivery staff assist in bringing items into your home, this is done at your request. You are responsible for ensuring there is safe access and suitable space. We cannot accept liability for damage to property where access is restricted or unsuitable.
4.7 We do not remove or dispose of old furniture unless agreed in advance in writing.
4.8 Where possible, please inspect packaging on arrival. If packaging is visibly damaged, please ensure this is recorded with the courier at the time of delivery.
4.9 If you request or authorise delivery to be left unattended, we cannot accept responsibility for loss or damage after delivery has been completed.
4.10 If delivery fails because no one is available at the confirmed address/date/time, and the order is subsequently cancelled, a cancellation fee may apply (see Section 7.7).
5.1 Ownership of the Goods transfers to you once the Goods have been delivered and paid for in full.
5.2 Risk of loss or damage passes to you at the point of delivery.
6.1 All products supplied by Millie & Jones comply with relevant UK safety regulations.
6.2 Top bunks and high sleepers are suitable only for children aged 6 years and over.
6.3 Always adhere to the maximum mattress height stated on the product page and within the instructions.
6.4 You are responsible for ensuring products are assembled correctly, safely, and according to the manufacturer’s instructions.
6.5 For safety, you should regularly check and tighten fixings and fittings.
7.1 You have the right to request a return within 14 calendar days from the day after delivery under the Consumer Contracts Regulations.
7.2 To qualify for a refund, Goods must be unused, unassembled and returned in original packaging, in a resellable condition.
7.3 Mattresses cannot be returned once opened or removed from sealed packaging for hygiene reasons, unless faulty.
7.4 Unless Goods are faulty or incorrect, customers are responsible for return delivery costs.
7.5 Refunds will be processed within 5 working days of receiving returned Goods in acceptable condition.
7.6 If you miss your confirmed delivery slot, a redelivery/rearrangement fee may apply.
If you cancel your order after dispatch, refuse delivery, or fail to accept delivery at the confirmed date/time, a cancellation and return charge will apply.
This charge reflects the actual costs incurred for attempted delivery, return transport, and handling, typically £50–£90, depending on the size of the item and courier used.
We reserve the right to deduct these costs from your refund.
If your order has not yet been dispatched, you may cancel free of charge.
We cannot be held responsible for costs incurred due to missed deliveries, time taken off work, or third-party services arranged by you (including independent assembly). We recommend you do not book any external services until all items have arrived in full and in satisfactory condition.
8.1 Please report faults or damage within 30 days of delivery.
8.2 Do not assemble faulty or damaged items. Please contact us with clear photos of the issue.
8.3 If a fault is confirmed, we will offer an appropriate remedy, which may include repair, replacement or refund, in line with your statutory rights.
9.1 You must ensure all items will fit through doorways, hallways, staircases and into the intended room before ordering.
9.2 We cannot accept responsibility if items cannot be delivered due to access restrictions.
9.3 Please retain all packaging until assembly is fully complete, as it may be required for returns or replacement parts.
9.4 If you request delivery staff to assist with moving items indoors, this is done at your discretion and any resulting damage is your responsibility.
10.1 Vacuum-packed mattresses may take up to 72 hours to fully expand.
10.2 Rotating and/or flipping mattresses (where applicable) helps to extend lifespan.
10.3 A mild odour may be present on unboxing; this is normal and should dissipate.
We offer Klarna and Clearpay as flexible payment options at checkout. By selecting either option, you agree to their respective terms and conditions.
Klarna’s “Pay in 3” and “Pay in 30” options are unregulated credit agreements.
18+, UK residents only. Missing payments may affect your credit score. Subject to status.
Clearpay lets you pay in 4 interest-free instalments over 6 weeks. Late fees may apply and could affect future eligibility.
18+, UK residents only. Subject to status.
Always ensure you can meet repayment obligations before choosing a “Buy Now, Pay Later” payment option.
We are not responsible for delays or failures caused by circumstances beyond our reasonable control, including severe weather, strikes, supplier disruption or transport issues. If delays continue for more than 45 days, you may cancel your order for a refund.
All website content, including text, images, designs and graphics, is owned by HCH Commerce Limited. Content may not be reproduced, copied or distributed without written permission.
📧 Email: support@millieandjones.co.uk
📞 Phone: 020 8264 0042
Family run, eco-conscious and trusted by thousands of parents. We plant a real tree for every order.
Hemel Hempstead, UK
support@millieandjones.co.uk
020 8264 0042
