FAQ – MILK Copenhagen

Your estimated delivery date is in your order confirmation email. Please wait until this date for your order to arrive.

You’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email.

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, please get in touch with our customer service, so we can help you further.

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

In a few cases, customers may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.

MILK Copenhagen has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary.

If you want to be sure what handling fees and taxes are in your area, please contact your local customs office before you order.

We ship your order as quickly as we can. For international delivery it’s usually 2-5 days. During busy times, the delivery may be longer than normal. Your estimated delivery date is in your order confirmation email.

If your order hasn't arrived by the delivery date in your confirmation email, please, get in touch with our customer service so we can help you.

1. Click Add to cart to place the item you want to buy in your bag.

2. Onceyou have finished shopping, click on the bag icon to view the items in your bag and pay. This will appear on the top right side of the screen. If you want to proceed with the purchase, click Checkout.

3. If you’re a new customer you will be asked to register your shipping details. If you’re an existing customer, you can log in to continue.

4. If you have a discount/promo code, now is the time to apply itunder the Discount Code tab.

5. Confirm your address and details and move on to Shipping, to choose your preferred shipping method.

6. Confirm your shipping and payment method and Place Order.

An email confirmation by MILK Copenhagen will be sent to your email address to let you know about your order details. It's also always worth checking your junk mail as our emails may be routed there automatically.

If your payment has been declined, then you'll need to place your order again. We're not able to retrieve an order once the payment has been declined. To help ensure your order is not declined when placing a new order, we suggest checking the following:

1. Check that your card details are correct.

2. Make sure you enter the security code correctly- that's the three digit number on the back of your card.

3. Your card issuer may have declined your payment - it's best to contact your bank.

If your payment still gets rejected and you’ve checked all of the above, try paying with another card.

If you still find trouble completing your order, you can get in touch with our customer service.

It’s safe with us when placing an online order at MILK Copenhagen. We are constantly researching and improving our software to make sure we offer the highest possible security at all times.

However, whilst MILK Copenhagen take appropriate technical and organisational measures to safeguard the personal information that you provide, keep in mind that no transmission over the Internet can ever be guaranteed secure.

We are sorry if you have been charged more than you were expecting for your order. We charge you in the currency that is selected at the checkout when you place your order. If your local currency is different to the currency you selected at the checkout then your bank will convert the amount using their exchange rate.

If you still believe you have been overcharged, please get in touch with our customer service.

We want you to be happy with all your MILK Copenhagen clothes. If you're not fully satisfied, we have made it easy to return one or more items. You always have 100 days to return the clothes, and we’ll give you a full refund by the same method you used to pay.

For an item to be returned to MILK Copenhagen, it might take up to 14 working days.

We ask that you return the clothes in a clean, unworn condition and with all their tags still attached. Naturally, any faulty item can be returned and refunded. If a returned item is used, damaged, soiled or in any other way not in a condition suitable for re-sale, it will not be refunded.

Returning an item is luckily very simple. Just click on the link below to get a return form.

Click here to get your return form.

After filling out your return form and printing it out, the next step is to create a return label on the DHL courier's website, which you have to attach to the front of your package before sending it away.

Click here to get your DHL return label.

Step-by-step return guide

1. Find our return form here

2. Print and fill out the return form with the details needed for your return; write down the order number as it appears on the delivery note you received together with your items (e.g. #2738EU)

3. Write down the items you want to return

4. Choose the reason why you want to return your items; if you want to exchange your items, please mention the new size or colour you want to order

5. Put the return form in a bag together with your returning items; you can re-use the original packaging and tape it securely

6. Visit the DHL return label site here

7. Fill out and print out the return label

8. Attach the return label to the front of your package

9. You can now send the package away

Do you have more questions about returns and refunds? Find the answers below or contact us at customerservice@milkcopenhagen.com

We hope your new MILK Copenhagen clothes are what you were looking for. However, in case you're not fully satisfied, we have made it easy to return one or more items. You always have 100 days to return the clothes, and we’ll give you a full refund by the same method you used to pay.

For an item to be returned to MILK Copenhagen, it might take up to 14 working days.

We ask that you return the clothes in a clean, unworn condition and with all their tags still attached. Naturally, any faulty item can be returned and refunded. If a returned item is used, damaged, soiled or in any other way not in a condition suitable for re-sale, it will not be refunded.

For our Finnish and Swedish customers, returning an item to MILK Copenhagen has become way easier now. You can create your return label online which you then have to print out and attach to the returning package.

Step-by-step return guide for Finland or Sweden

1. Visit our return portal here

2. Enter your e-mail that you used for the purchase & the order number as it appears on the delivery note you received together with your items (e.g. #2738EU)

3. Select the items you want to return

4. Choose the reason why you want to return your items

5. Select the shipping courier you will use for your return

6. You will receive an e-mail that includes a return note and a return label which you need to print out

7. The return note includes the details of the products you want to return and you have to enclose it in the parcel together with your clothes

8. The return label has to be attached to the front of your package

8. Re-use our packaging and tape it securely

9. You can now send the package away

Do you have more questions about returns and refunds? You can always contact us at customerservice@milkcopenhagen.com

You can print a new return note and enclose it in the parcel. Just follow the instructions on the note and make sure you have written down your order number. We need your order details in order to process your return. Once you have filled out the return note, put it in the parcel with the item, you’d like to return.

Click here to get a new return note.

Customers located in Finland and Sweden can visit our return portal, fill out their return note online and then return their items to MILK Copenhagen using BRING. Click here to get to our return portal.

Returns might take up to 14 working days before we receive them. As soon as we have received your return item, we’ll send you an email. If you have trouble finding the email, it might have got stuck in your spam folder.

If you still haven’t heard from us, please contact our customer service. Please, let us know your original order number and the name and number of your item.

Missing an item? Don’t worry! It’ll probably arrive soon. In the meantime, please make sure that your order is correct:

1. Some of your items may have been sent in separate parcels.

2. Please check your confirmation email to see if all your items have been confirmed.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside.

3. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please get in touch with our customer service. Make sure you have your order number and the name and number of your the missing item ready. We will resolve the issue for you as quickly possible.

We want to make your shopping at MILK Copenhagen simple and easy. If you have any questions about us or our online shop, you can hopefully find the answers in our FAQ section.

If you can’t find an answer, or if you want to get in touch with our customer service for further information, you’re always welcome to contact us.

You can get in touch with us here:

Email: customerservice@milkcopenhagen.com

Phone: (+45) 31 44 24 78

Our customer service opening hours are:

Monday - Friday 10 am - 8 pm GMT

Weekend Closed

If you call within our customer opening hours you will hopefully get in touch with us straight away. If the phone is busy, please try again later or email us.

You can expect us to get back to you within 24 hours.

What information does customer service need?

Everything goes smoother when you include as much information as possible in your email or, if you call us, have it ready. Please include:

- Your order number
- Style name and style number
- Your name and email address

We’ll make sure to help you as quickly as possible.

We are sorry to hear that. Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ as your reason for return. For more information on how to return, please see our FAQ under Returns & Refunds.

If you still need help to create a return, please get in touch with our customer service.

MILK Copenhagen is an online brand exclusively, so you can’t find us at your local high-street or department store.

We focus our efforts on bringing you a fun and easy online experience and the best fashion news and tips.

On the upside, you don’t have to worry about opening hours. Instead, you can shop any time you’d like - in your pyjamas with your feet up.

We are doing our best to get your favorites back in stock. If an item is sold out, you will soon have the option of receiving an email when it comes back in stock. You sign up for the "Notify Me" service by choosing the item and selecting the desired size. You will then be asked to enter your e-mail address and you will receive an email if the item is in stock again. This service will be available soon.

MILK Copenhagen garments are made to last. To enjoy your clothes for years to come, we recommend that you follow these guidelines:

1. Always read the care label or washing instructions and wash accordingly.

2. Wash with similar coloured clothes.

3. Always wash dark clothes separately the first time.

4. Turn garment inside out before washing.

5. Avoid too much detergent.

6. Do not tumble dry, unless it’s clearly indicated on the label.

7. Do not iron prints, sequins or similar details.

No MILK without cookies.

We use cookies when you visit the MILK Copenhagen website in order to maintain your connection to the website. A cookie is a small file of letters and numbers that is stored on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive.

The cookies help us to provide you with a better user experience when you browse the website. It also allows us to improve the MILK Copenhagen website. By continuing to browse the website, you are agreeing to the use of cookies. If you do not agree to the use of cookies, please stop using the website immediately.

Strictly necessary cookies. These are cookies that are required for the operation of the website. This includes cookies that enable you to log in to secure areas of the website.

Analytical & performance cookies. These cookies allow MILK Copenhagen to recognize and count the number of visitors. It’s also used to see how visitors move around the website when they are using it. These cookies help us to improve the way the website works, for example, by ensuring that users can easily find what they are looking for.

Functionality cookies. These are used to recognize you when you return to the website. This enables MILK Copenhagen to personalize content for you and remember your account preferences.

MILK Copenhagen will not collect any information about individuals, except where it is specifically and knowingly provided by them.

When you visit the MILK Copenhagen website, our web server collects some basic information such as your browser type, IP address, which pages you accessed on the site, and when. Details of cookies that MILK Copenhagen uses on the website can be found in the Cookie section above.

MILK Copenhagen use this information to provide you with and maintain the quality of the website. We also use it to analyse the use of the website in order to improve it. Personally, identifiable information will not be automatically collected.

This is what we use your personal information for:

Fulfilling purchase and return agreements

Complying with applicable laws

Creating your personal account at MILK Copenhagen

Contacting you about orders, purchases, contests, customer service, and other relevant communication.

Testing and improving our systems

If you have agreed to it, we are also allowed to use your personal information for:

Sending marketing material e.g. newsletters, text messages, and other electronic or digital channels, you have subscribed to.Sending surveys to you and thus allowing you to influence our products services.

We also use your information for analysis purposes to provide you with relevant marketing material and information.

We store your personal information as long as is required by law. Your personal information will then be deleted.

Except as described above, MILK Copenhagen will not disclose, sell or rent your personal information to any third party unless you have consented to this. If you do consent but later change your mind, you may contact us to ask for any such activity to stop.

However, if a third party acquires all (or substantially all) of MILK Copenhagen’s business and/or assets, MILK Copenhagen may disclose your personal information to that third party in connection with the acquisition. MILK Copenhagen may also disclose your personal information where required to do so by applicable law, by a governmental body or by a law enforcement agency.

Finally, MILK Copenhagen may also collect anonymised details about visitors to the website for the purposes of aggregate statistics or reporting purposes. However, no single individual will be identifiable from the anonymised details collected for these purposes.

Whilst MILK Copenhagen take appropriate technical and organisational measures to safeguard the personal information that you provide, no transmission over the Internet can ever be guaranteed secure. Consequently, please note that the security of any personal information that you transfer over the internet to MILK Copenhagen cannot be guaranteed.

You have the following rights:

1. The right to be provided with copies of personal information that MILK Copenhagen hold about you at any time, subject to a fee specified by law;

2. The right to ask MILK Copenhagen to update and correct any out-of-date or incorrect personal information held about you free of charge;

3. The right to opt out of any marketing communications that MILK Copenhagen, or any third party to whom they have disclosed your personal information with your consent, may send you.

If you wish to exercise any of the above rights, please write to our customer service.

You must sign in to your account if you want to see your wishlist and purchases or if you want to track your orders. If you receive a message that says your email address/password isn't recognised, simply follow the steps below:

1. Check your email address

Make sure you are using the same email address and password you registered with.

2. Reset your password

If you can't remember your password click on the 'forgot password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

3. Contact Us

If, after this you still can't sign in, please contact our customer service. We will try to resolve the issue as fast as possible.

If you can't remember your password, click on the 'forgot password' link on the page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

Keep in mind that if you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

If you still can't sign in, please contact our customer service. We will try to resolve the issue as fast as possible.

Once you're logged into your account, you can easily change your password and you can manage your addresses.

Password: When you click 'Change Password' you'll be asked to enter your old password and your new password. Make sure the new password you're entering is at least 8 characters long.

Address: Select 'Manage Addresses' from the column on the right-hand side and then 'Add a New Address'. If this is your preferred delivery address, remember to set it as your default.

Once you've made the relevant changes to your account information, remember to save your changes. Any changes you make to your account will not affect the details of any orders you've already placed.

It's worth checking your account every once in a while, just to make sure we have the right details for you.

No, you don’t need to have an account to shop with us. But you will be asked to enter your email, name, shipping address and phone number before checking out.

Creating an account at MILK Copenhagen is simple and allows you to order easily without having to fill in your details every time you shop with us.

You will also receive benefits such as order overview, regular newsletters and exclusive discount and special offers.

Join MILK Copenhagen now, or you can start shopping straight away and set up your account when you check out - whichever suits you best!

If you've already got an account with us you can make sure you receive our newsletters and latest offers by logging into My Account. Just tick the box to set your preference to receiving news from MILK Copenhagen.

If you don't have an account, then the easiest way to get our newsletter is to set one up, that way you'll have a head start when you decide you want to start shopping.

As a visitor you can always sign up for our newsletter on the bottom right side of every page of our website. Just enter your email address and click on ‘Subscribe’.

As a member of MILK KIDS CLUB you will get 30% off on kids clothing EVERYTIME you shop on our webshop!

You will be the first to receive exciting news, exclusive offers and the chance to win monthly giveaways.

We are very curious of what our customers wishes and what they have to say. If you want to contact us and give us feedback, please feel free to contact us on:

kidsclub@milkcopenhagen.com

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