Shipping & returns
Free shipping over $100
On orders within Canada & USA
30-day returns
From the day your order arrives
Free return shipping
When you choose store credit
Shipping policy
Order confirmation: After placing your order, you will receive a confirmation email. If it does not arrive, please check your spam or promotions folder first. If you still can't find it, reach out and we will resend it. A separate shipping confirmation with tracking will follow once your parcel has been dispatched, and you can check its status anytime on our Order Tracking Page →
Processing times: Orders are processed within 1 to 3 business days, Monday through Friday, excluding statutory holidays. During high volume periods like sales and launches, processing may take a little longer. Please review your items and shipping details carefully before completing checkout, as changes cannot be guaranteed once an order is confirmed.
Where we ship from: All orders are packed and shipped from Ontario, Canada. We use minimal paper-based outer packaging wherever possible, including recyclable mailers and materials designed to reduce unnecessary waste.
Rates & delivery: Enjoy free shipping on orders over $100 CAD. Orders under $100 ship for a flat rate of $10 CAD. Estimated delivery is 2 to 8 business days after dispatch.
Remote regions: Yukon, the Northwest Territories, and Nunavut are not eligible for free shipping. Adjusted rates will be displayed at checkout.
Rates & delivery: Enjoy free shipping on orders over $100 USD. Orders under $100 ship for a flat rate of $10 USD. Estimated delivery is 2 to 8 business days after dispatch.
Duties & import fees: All U.S. orders ship Delivery Duty Paid (DDP). Duties, tariffs, and applicable import fees are calculated and collected at checkout, so there are no surprise charges on delivery.
Australia: Shipped via PostNL International with tracking. Estimated delivery 9 to 13 business days after dispatch. Flat rate $23 AUD on orders over $150 AUD. Orders under $150 AUD receive live calculated rates at checkout. Customs duties or import taxes may apply and are the responsibility of the customer.
New Zealand: Shipped via PostNL International with tracking. Estimated delivery 12 to 16 business days after dispatch. Flat rate $25 NZD on orders over $150 NZD. Orders under $150 NZD receive live calculated rates at checkout. Customs duties or import taxes may apply and are the responsibility of the customer.
Delivery timeframes are estimates and begin once your order has been dispatched. Once a parcel is with the carrier, delays caused by weather, service disruptions, or carrier volume are outside our control.
If your order appears delayed, reach out at hello@milanalabel.com and we will look into it with you.
Lost or damaged in transit: If your parcel is lost in transit or arrives with damaged packaging, please contact us within 48 hours of delivery so we can open a carrier investigation. For damaged parcels, photos of the packaging and its contents help us resolve it faster. Claims require a carrier review, which can take a few business days. We will keep you updated along the way.
Lost or stolen after delivery: If tracking confirms delivery to the address provided at checkout, the parcel is considered delivered, and we are unable to replace parcels lost or stolen after that point. For added security, we recommend shipping to a location where parcels can be received safely, or requesting signature confirmation by emailing hello@milanalabel.com before your order ships.
Address accuracy: Please make sure your shipping address is complete and accurate before placing your order. If a parcel is returned due to an incorrect or incomplete address, you are responsible for both the return and reshipment costs, as carriers do not reimburse undeliverable shipments.
Signature on delivery: A signature may be required for orders over $300. If you would like signature confirmation on a smaller order, email hello@milanalabel.com before your parcel ships.
Shipping for direct wholesale orders is calculated based on destination and package weight. Final shipping costs will be confirmed on your invoice once the order has been packed and is ready for dispatch. Orders placed through Faire follow Faire's shipping terms.
Returns & refunds
Returns are accepted within 30 days of delivery on items that are unworn, unwashed, and free from damage or scents such as perfume, smoke, or pets, with original tags attached. Final sale and clearance items are not eligible for return.
Items showing signs of wear, washing, damage, or alteration will not be accepted. If your item arrived with a defect, see the section on defective and damaged items below.
Returns requested within 14 days of delivery are eligible for a refund to the original payment method or store credit. Returns requested between 15 and 30 days of delivery are eligible for store credit only. Store credit does not expire.
Refunds and store credit are issued within 1 to 3 business days of receiving and inspecting your return. Refunds may take an additional 5 to 10 business days to appear, depending on your bank.
Any outbound shipping charges and duties paid at checkout are non-refundable.
All returns are sent using a prepaid Milana Label return label, so every return is tracked and reaches us safely.
When you choose store credit, the return label is free. When you choose a refund to your original payment method, the label cost is deducted from your refund:
- $15 CAD within Canada
- $21 CAD from the US (roughly $15 USD, depending on the exchange rate)
- $28 CAD from all other countries
Bundles: If you return part of a bundle, the item(s) you keep will be repriced at full individual value, and your refund or credit will reflect the adjustment.
Discounts: If a discount required a minimum spend and a return brings your order below that threshold, the discount will be removed and your remaining items will be repriced at full value. Your refund will reflect this adjustment.
Loyalty points: For returns on orders that earned or redeemed Milana Collective points, see our Milana Collective terms for how points are adjusted.
To begin a return, visit our Returns Portal →
Select the items you wish to return and choose a refund to your original payment method or store credit. Once your request is approved, we will email you a prepaid return label. Returns must be shipped within 7 days of approval.
Once your return is received and inspected, your refund or store credit will be processed within 1 to 3 business days.
We don't currently offer direct exchanges. Instead, choose store credit on your return and enjoy free return shipping, then use your credit to shop for the size, colour, or style you need. Store credit never expires.
If you received a Milana Label piece as a gift and need to return it, please email hello@milanalabel.com with the order number or purchaser's name.
Gift returns follow our standard return window and eligibility requirements. Eligible gift returns are issued as store credit to you, with free return shipping, and the person who sent the gift is not notified.
Defective or incorrect items: If an item arrives with a defect or you received the wrong item, email hello@milanalabel.com within 7 days of delivery with clear photos. Items should be unworn, and if an issue appears after the first wash, let us know and we will review it. If a manufacturing defect or incorrect item is confirmed, we will replace it or issue a refund at no cost to you.
Items returned in non-eligible condition: Items that do not meet our return eligibility requirements will not be accepted. We will contact you to arrange shipping them back at your expense. If we don't hear from you within 14 days, the item may be responsibly recycled or donated.
