FAQ
Orders
1. How do I place an order?
1. How do I place an order?
Placing an order is very simple:
- Go to the product of your choice
- Click on 'add to bag'. You will see a pop up that to confirm that the product has been added to your shopping bag.
- If you want to add more products to your shopping cart, ignore the message and continue shopping. If you want to pay immediately, click on 'go to checkout'.
- Fill in your details and go through the steps 'information > shipping > payment'.
- At the end of the payment step, when you have confirmed your purchase, your order is final.
- You will receive an order confirmation by e-mail when your order has been successfully placed.
2. Why am I unable to place an order?
2. Why am I unable to place an order?
If you are unable to place an order, there may be several reasons for this. It may be that you forgot to fill in a field, as a result of which the order cannot be placed. There may also be a malfunction at your bank that prevents you from paying. When this issue continues please contact us customerservice@milu.nl
3. Will sold out items be back in stock?
3. Will sold out items be back in stock?
We do our best to replenish sold out items as soon as possible. Re-stocks will be announced both on the homepage and via social channels
4. How do I know that my order has been received?
4. How do I know that my order has been received?
After your order has been successfully placed, you will receive an order confirmation by e-mail. Please note that this e-mail may end up in your junk mailbox. Did you not receive an e-mail? Please send a message to customerservice@milu.nl so we can help you further.
5. Can I still change or cancel my order after it has been placed?
5. Can I still change or cancel my order after it has been placed?
Unfortunately we cannot change an order after you paid. This means we can no longer add or remove items. If you have urgent updates concering your order please send a message to customerservice@milu.nl.
6. Can I change my address after I have placed my order?
6. Can I change my address after I have placed my order?
Unfortunately it is not possible to change your address online after you have placed your order. If you have urgent updates, please send a message to customerservice@milu.nl. We cannot guarantee anything, but we will do our best to help you.
7. Do I need an account to place an order?
7. Do I need an account to place an order?
No, it is not necessary to create an account. Would you like to be informed about the latest news, new products and discount codes? Then create an account and subscribe to our newsletter.
Payment
1. What payment methods can I use?
1. What payment methods can I use?
We accept payments via iDeal, Sofort banking and Bancontact.
2. How does a discount code work?
2. How does a discount code work?
During the payment process you can enter your discount code. You can only use one discount code per order. After entering the code, you will see that the discount will be calculated immediately.
3. Can I use multiple discount codes?
3. Can I use multiple discount codes?
It is not possible to use multiple discount codes in 1 order.
Delivery
1. How long does delivery take and what are the shipping costs?
1. How long does delivery take and what are the shipping costs?
If you place your order on Monday to Thursday before 4 pm, you will receive the package the next working day. Shipping costs are charged for orders below €40,-. The shipping costs for The Netherlands are €4,95. For Belgium the shipping costs are €6,50. If shipping costs apply to your order, this will be shown during the checkout process.
2. How will my order be shipped?
2. How will my order be shipped?
All orders will be shipped with PostNL. You will receive a Track & Trace as soon as PostNL has received the package.
3. I am missing an item or have received the wrong item(s). What can I do?
3. I am missing an item or have received the wrong item(s). What can I do?
If you received your order incorrectly, please send an e-mail to customerservice@milu.nl. Include a photo of your invoice and the parcel. We will do our best to respond within two working days and solve the issue.
4. How can I track my order?
4. How can I track my order?
After we have handed your package over to PostNL and they have received it in good order, you will automatically receive a Track & Trace code by e-mail from PostNL.
Products and ingredients
1. Is MILU free of animal testing?
1. Is MILU free of animal testing?
All MILU products are certified cruelty-free by PETA! We do not test our formulas or ingridients on animals.
2. Are all products vegan?
2. Are all products vegan?
MILU is a vegan brand that does not use animal derived ingredients. You can find more information about the ingredients on the page sourcing & ingredients.
Returns
1. Can I return or exchange an item?
1. Can I return or exchange an item?
Your happiness is important to us! We allow a 7 days return policy for products unopened, unused, not damaged and in perfect state. For any return issues please contact customerservice@milu.nl so we can solve this for you. Note that any returns are on customers own cost. It’s not possible to exchange your items.
My Account
1. How do I create an account?
1. How do I create an account?
You can create an account via 'login'. Click on 'create an account'. Fill in your first and last name, your e-mail address, birthday and a chosen password. Do not forget to agree to the terms and conditions and privacy policy.
2. How can I change my personal data?
2. How can I change my personal data?
Via 'account' you can easily change your personal details, such as your name, address and also your e-mail address.
3. I have forgotten my password. What should I do?
3. I have forgotten my password. What should I do?
Go to the 'Login' page and click on 'forgot your password'. You will receive an e-mail address with a link with which you can create a new password.
Other
1. How can I subscribe/unsubscribe to the newsletter?
1. How can I subscribe/unsubscribe to the newsletter?
You can subscribe to the newsletter in different ways. You can subscribe via the pop-up that appears when you visit the page for the first time, but also at the bottom of the page. Fill in your e-mail address under 'stay up-to-date'. You will receive an e-mail with a confirmation link. Please note that this e-mail may end up in your junk mailbox. Would you like to unsubscribe from the newsletter? Then click on 'unsubscribe' at the bottom of the newsletter.
2. Where can I buy MILU products?
2. Where can I buy MILU products?
You can buy MILU products at meetmilu.com, but also at various retailers in Europe and high-end salons in the Netherlands. Click here for an overview of our stockists.
3. How can I determine the right skincare routine for myself?
3. How can I determine the right skincare routine for myself?
To find out which products are best for your unique skin, take the skincare test.
4. Can I sell the products on my own website?
4. Can I sell the products on my own website?
All purchases done at meetmilu.com are for personal use only. When completing your purchase you agree not to resell or distribute the products for commercial use.
