Right of withdrawal for online orders

Consumers within the European Union generally have a statutory right to withdraw from an online purchase within 14 days.

The withdrawal period generally begins on the day on which you, or a third party designated by you, receives the goods.

To exercise your right of withdrawal, you must inform us clearly within this period that you wish to withdraw from the purchase contract. You are not required to give a reason.

Returning an item after withdrawal

After exercising your right of withdrawal, the goods must be returned to us within the applicable statutory period.

If we provide you with a return shipping label, please use that label for the return shipment.

The applicable rules on return shipping costs will be communicated to you before the return, and depend on the delivery destination and the terms applicable at the time of purchase.

Return shipping costs

Delivery is free on every order. Return shipping depends on where the order ships and on its value.

Free return shipping labels by destination and order value

Where you cover return shipping, we recommend a tracked service. The terms that apply to your order are confirmed to you before you send anything back.

Condition of returned goods

When exercising your right of withdrawal, you may inspect the goods to the extent that would normally be possible in a physical retail store.

If the item has been handled beyond what is necessary to establish its nature, characteristics and functionality, and this results in a loss of value, compensation for that loss in value may apply.

Please return the item together with all accessories supplied and any existing MILOURA security or return tags.

Removing a tag does not automatically result in the loss of statutory rights. It may, however, be taken into account when assessing the return, particularly if the condition or extent of use of the item can no longer be clearly determined.

Purchases made in our stores

Purchases concluded directly in one of our physical stores are generally not subject to the statutory 14-day right of withdrawal.

This does not affect any statutory rights that may apply in the event of an actual defect.

Complaints and possible defects

The statutory right of withdrawal and statutory rights relating to defects are separate legal matters.

If you believe that an item has a defect, please write to Support@miloura.com and include:

• your order number,
• a brief description of the issue,
• clear photos or videos of the item, and
• where applicable, further information about when and how the issue occurred.

We assess every complaint individually.

For pre-owned and vintage items, signs of wear, age-related characteristics or features that were expressly described or clearly visible in the product images prior to purchase do not automatically constitute a defect.

Whether a defect exists is assessed taking into account the individual item, its age, its stated condition, the product description and the nature of the issue reported.

Assessment of a complaint

In order to assess a complaint conclusively, it may be necessary for the item in question to be made available to us for inspection.

Accepting an item for inspection does not constitute an acknowledgement of a defect or of any entitlement to a refund.

Once the inspection has been completed, we will inform you of the next steps.

If a statutory right to subsequent performance applies, the form and scope of such subsequent performance will be determined in accordance with the applicable statutory provisions.

Refunds in connection with complaints

Submitting a complaint does not automatically entitle the customer to a refund of the purchase price.

If a valid defect exists, the statutory remedies available under applicable law will apply. These may initially include subsequent performance, such as repair or replacement where legally applicable.

Any further rights, including a reduction of the purchase price or withdrawal from the contract, depend on the relevant statutory requirements.

Pre-loved and vintage items

Please note that most of our items have previously been worn or used. Depending on the stated condition, items may show age-related or use-related characteristics, for example:

• minor scratches and abrasion
• creasing of leather and patina
• discolouration
• signs of wear to soles and heels
• signs of wear to hardware
• age-related changes to materials

Where such characteristics were clearly described or shown prior to purchase and correspond to the stated condition of the item, their presence alone does not constitute a deviation from the agreed condition.

Authenticity guarantee

MILOURA stands behind the authenticity of the luxury items we offer. Our authenticity guarantee relates exclusively to the authenticity of the item.

It does not constitute an additional guarantee regarding durability, freedom from wear or the condition of an item, and in particular does not mean that pre-owned or vintage items will remain free from age-related or use-related changes for any specific period of time.

Statutory rights remain unaffected.

No general durability guarantee

Unless expressly stated otherwise for a specific product, we do not provide any additional voluntary guarantee regarding durability, freedom from wear or a specific lifespan of our pre-loved and vintage items.

This is separate from consumers' statutory rights in the event of a defect.

Refund after a valid withdrawal

Following a valid exercise of the right of withdrawal, refunds will generally be made using the same payment method used for the original purchase, unless otherwise agreed.

In accordance with the applicable statutory provisions, we may withhold the refund until we have received the returned goods or until appropriate proof of return shipment has been provided.

Contact

For any questions regarding a return or a complaint, please get in touch. We answer every message individually.