Frequently Asked Questions

Orders & Delivery

When can I expect my order?
The average delivery time is 7 to 14 days. We ship our items directly from our production partner instead of from our own warehouse. This takes a little longer, but it allows us to offer fair prices and cover the shipping costs ourselves.

The expected delivery time has passed. Where is my order?
In the vast majority of cases, orders arrive within the expected time. Occasionally, a shipment may be delayed. You can always check the status on our tracking page: track your order here.
Still haven’t received anything three days after the expected delivery date? Please contact us and we’ll look into it for you.

Some items are missing from my order. How is this possible?
If you order multiple items, they may be shipped separately. Missing items usually arrive within 2 to 3 days. We apologise for any inconvenience.

What are the shipping costs?
None. We cover the shipping costs ourselves, with no minimum order amount.

Returns & Exchanges

I’m not happy with my order. Can I return it?
We’re sorry to hear that! Send us an email at help@millymell.com with your order number and tell us what’s wrong. We’ll work together to find a suitable solution.

My item is faulty or I received the wrong item. What should I do?
Please email us at help@millymell.com with your order number, a short description of the problem and a photo of the item. Under the Australian Consumer Law, you are entitled to a repair, replacement or refund if your item is faulty, significantly different from its description, or not what you ordered. In these cases, we will also cover the return shipping costs.

Order Tracking

Where can I find my tracking number?
On our tracking page, enter your email address and order number to track your package.

My tracking number doesn’t show any information. Why?
Tracking information becomes visible once your package has arrived at the carrier. Please note that there may be a short delay before it updates.

Contact

How can I contact you?
You can reach us by email at help@millymell.com. We aim to reply within 1 to 2 business days.