Return and Exchange Policy

General Information

We hope you are completely satisfied with your purchase.

If an item does not meet your expectations, most products sold on Milanoo.com may be returned within 14 days of receipt, provided that all return conditions listed below are met. Please note: We do not provide return labels.

1. Items Eligible for Return

The following items are eligible for return:

• Standard size products (excluding final sale items).

2. Items Not Eligible for Return or Exchange

The following items cannot be returned or exchanged:

• Custom-made items;

• Disposable products;

• Swimwear; Lingerie; Personal care or hygiene products;

• Zentai (full-body suits);

• Sexy bodysuits; Clubwear;

• Accessories;

• Used or damaged items;

• Items valued over $400, unless there is a confirmed quality issue.

Most products on our website, including standard size products, are made to order.

Therefore, we do not accept orders placed solely for the purpose of trying multiple sizes, colors, or styles and keeping only one item.

If you are unsure about the size, color, or style, we recommend contacting our customer service team or using our free custom sizing service to help you find the perfect item.

3. Return Conditions

To request a return, you must:

• Submit a request through My Orders or contact our customer service team;

• Submit your request within 14 days of receiving your order.      

We recommend checking and trying on your items immediately after delivery.

Our customer service team will respond within 48 hours (excluding weekends and holidays).

Returned items must be:

• Unused;

• Unwashed;

• Unaltered;

• With all tamper-proof tags intact;

• In their original packaging.

Accessories and promotional gifts must also be returned with the item.

Any item that does not meet these conditions may be refused.

4. Return Shipping

After receiving the return address provided by our customer service team, you must ship your package within 7 days and provide the tracking number.

A return request that has not been shipped within this period may be automatically cancelled.

The package must be sent only to the return address provided by us.

Returns sent to any other address cannot be processed.

Customers are responsible for tracking their return package and must contact us after the package has been delivered.

5. Inspection and Refund

Once we receive the returned package, our team will inspect the item to confirm that it meets the return requirements.

After the quality check is completed, the refund will be processed within 24 hours to 7 business days, depending on your payment method and bank processing time.

Refunds only cover the amount paid for the returned item(s).

The following fees are non-refundable:

• Original shipping fees;

• Shipping insurance fees;

• Return shipping fees.

For orders with free shipping, the shipping cost will be deducted from the refund amount.

We reserve the right to refuse returns in the following situations:

• Items that have been worn, washed, or damaged;

• Returns made without prior authorization;

• Orders placed solely for trying multiple items.

Return shipping costs and reshipping costs are the responsibility of the buyer.

Returns sent with shipping charges payable by the recipient will not be accepted.

6. Exchange

Before requesting an exchange, please carefully confirm your selected size and color.

An exchanged item cannot be returned or exchanged again.

7. Incorrect, Defective, or Damaged Items

If you receive:

• The wrong item;

• An incorrect size;

• A damaged item;

• An item with a manufacturing defect;

Please contact us within 14 days of delivery and provide relevant photos.

Our team will review your request and provide an appropriate solution.

8. How to Request a Return

Step 1: Submit a Return Request

Log in to your Milanoo account.

Go to My Orders and click "Return and Exchange" to submit your request.

Step 2: Ship the Package

After receiving the return address, please ship your package using postal service.

Please keep your shipping receipt and tracking number.

After shipment, provide us with the tracking number.

If you use another carrier and the package does not arrive at its destination, the buyer will be responsible for the loss.

Step 3: Receive Your Refund

After receiving and approving the returned item, we will process your refund.

9. Normal Product Variations

Due to the handmade nature of many products:

• A difference of 1–3 cm is considered normal;

• The actual color may slightly differ from the website images due to lighting conditions and screen settings.

10. Try-On Policy

As most of our products are made to order, special rules apply to the following categories:

• Products in the Wedding category, including wedding dresses, wedding jumpsuits, wedding outfits, evening dresses, mother-of-the-bride dresses, bridesmaid dresses, and flower girl dresses;

• Products in the Outerwear category valued over $100.

For these categories, only one item per order may be returned or exchanged.

Important Notice

If a return (for any item) is requested for personal reasons and is not related to a quality issue, such as:

• Changing your mind;

• No longer needing the item;

• Ordering by mistake;

• Incorrect size;

• The item does not meet your expectations;

• Not liking the item;

a try-on fee of 15% of the item price will be deducted from the refund amount.