In Store and Online Exchange and Return Policy

At Milo & Macy, we strive to provide you with a delightful shopping experience and want you to be satisfied with your purchase. We understand that sometimes, you may need to exchange or return a product. Please read our Exchange and Returns Policy carefully to ensure a smooth process.

Returns & Exchanges

You can exchange or return for a store credit any FULL PRICED item. Items must be unworn, in original condition with tags attached or in original boxing if shoes to Milo & Macy within 7 days of order receipt to receive a store credit. All exchanges or returns must also include the original receipt or proof of purchase.

We cannot accept returns on SALE items or accessories (incl. jewellery, hats etc.). 

Returns will be accepted on any faulty or wrongly described merchandise returned to Milo & Macy within a reasonable timeframe, after assessment by a Milo & Macy representative.

We reserve the right to refuse returns that do not meet these criteria.

Cost & Process of Returns

For all returns, the customer is liable for the return fee to Milo & Macy for all requested refunds, credits or exchanges including change of mind. If requesting a new size, there will be an additional shipping charge of $15.00AUD for the new size to be sent out.

To return your purchase, please ensure all items are in original condition, unworn, tags attached and shoes in their original shoe box inside a Post bag to the below address:

Milo & Macy Returns
82 Abbott Street
Ascot QLD 4007
 

Exchanging Sizes

Customers are responsible for shipping and handling charges for any exchanges of size. Please contact Milo & Macy immediately to determine if your preferred size is available.

Following the receipt of your returned item, please allow 2 – 4 working days for your order to be dispatched and a further 2 - 3 working days for delivery.

There will be an additional shipping charge of $15.00AUD for the new size to be sent out.
 

Can I Get a Full Refund on Returned Items?

We are determined to make your shopping experience hassle free. If you are unhappy with your purchase, we will accept an exchange or return of unworn merchandise returned to our store within 7 days of the order date for a store credit.

If you would like to exchange or return goods for a full store credit then please ensure:

• The product was bought at full price
• The product is not worn
• Retrieve your order number (you will find it on the order confirmation email or receipt).
• The product can be returned in its original box or packaging.

Note: Items purchased on Sale (discounted price from the full sales price) are not eligible for a refund or exchange.

We recommend sending return parcels via registered post as Milo & Macy is not liable if your return is not received at our address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Milo & Macy will not be held accountable for any losses.

What If a Product is Faulty or Incorrectly Delivered?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. 

Returns will be accepted for products purchased if they are faulty or the products delivered do not match your order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return. 

All online purchases claimed as faulty will need to be sent back to Milo & Macy for an official assessment by the Milo & Macy product development team. Customers will initially be responsible for shipping and handling charges for any returns of faulty product; however this amount will be refunded to your account once the product has been received. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed. 

How Do I Contact the Customer Service Team?

The Customer Service team operates on Monday to Friday (excluding public holidays in Brisbane, Australia) from 10:00am until 5:00pm Australian Eastern Standard/Daylight Savings Time.

If you are following up on an order you have placed or a return you have sent, please email shop@miloandmacy.com.au and our team will help you locate the order.

If you need help with placing an order, styling or size queries, please call 0400 860 015 to talk to our team.

You can also contact us via email at shop@miloandmacy.com.au

By shopping with Milo & Macy, you agree to abide by this Exchange and Returns Policy. We reserve the right to update or modify this policy at any time without prior notice.

If you have any questions or concerns, please contact our customer service at shop@miloandmacy.com.au. Thank you for choosing Milo & Macy for your fashion needs!