FAQ

Order

• 1. How can I contact the customer service office?
You can contact us via the form which can be found in the Contact tab, at the following telephone numbers:
PL: +48 428 813 378
ENG: +44 20 45 25 78 63
FR: +33 974 775 434
DE: +44 20 45 25 78 55
or via the email address: shop@milo-casa.com
• 2. How to place an order?
To place an order, all you need to do is select the product you are interested in, its parameters and click 'Add to cart' Then click on the basket icon in the upper right corner of the screen and complete the order.
• 3. Can I place an order by phone?
Yes, you can also place an order by phone. We are waiting for you at the following telephone numbers:
PL: +48 428 813 378
ENG: +44 20 45 25 78 63
FR: +33 974 775 434
DE: +44 20 45 25 78 55
• 4. How is the order confirmation process?
After placing an order on our website, you will receive an email confirming the order. We will confirm your payment and inform you about the start of the production process.
• 5. What is the order fulfillment time?
The order fulfillment time is visible for each product on our website.
• 6. How to check the order status?
You will receive e-mails with updates regarding your order to the e-mail address provided when placing the order.
• 7. My country is not available when ordering. What's next?
We currently deliver to Poland, Germany, Luxembourg, Netherlands, Belgium and France, but of course we can send the order to other EU countries. Please provide us with your postal code, city and what product you are interested in via the contact form or via e-mail: shop@milo-casa.com, and our logistics department will calculate the delivery cost for you.
• 8. Can I make changes in my order?
In order to make changes, contact our Customer Service Office via the contact form, l'e-mail: shop@milo-casa.com or call us: +48 428 813 348.
• 9. I have placed an order and have not received any confirmation, why?
Sometimes the order confirmation message may arrive minutes after placing the order, or it may fall into the spam. Please be patient and check the Spam tab. If after 24 hours you have not received an order confirmation - please contact our Customer Service Office.
• 10. How to cancel an order?
Please contact our Customer Service Office. You can cancel your order at any time.
• 11. Can I get an additional discount on my order?
You can find information about promotions on the home page.
• 12. The discount code does not work, what could be the reasons for this?
If your discount code does not work, make sure that the code is still valid or whether it has been entered correctly. If everything is fine and the discount code still does not work, please contact our Customer Service Office.

Delivery

• 1. What is the delivery price?
The price of delivery depends on the size of the ordered product and the delivery address. You will find the exact cost of delivery after adding the product to the basket and entering the delivery address.
• 2. Can I get my parcel on Saturday?
Our packages are delivered from Monday to Friday, but upon your request, we will try to arrange a Saturday delivery.
• 3. . What to do if the package delivered by the courier is damaged?
If your package is damaged, please take a photo of it at the courier. Unpack the product at the courier and ask him to fill in the damage report or to note the damage. If your product is also damaged, please contact our Customer Service Office via e-mail: shop@milo-casa.com via the contact form. We highly encourage you to unpack the product in the presence of the courier. Any deficiencies should be noted in the protocol.
• 4. What to do if the courier delivered a damaged parcel, but no damage protocol has been prepared?
Contact us as soon as possible: shop@milo-casa.com or via the contact form. Pictures, order number, pickup date and any additional details you consider relevant will be helpful. The courier company is obliged to draw up a damage report, which is necessary to consider the transport complaint. If the courier refuses to prepare a report, please contact us immediately by phone: +48 428 813 348.
• 5. What to do if the package delivered by the courier did not look damaged and the products inside were damaged?
Please contact us e-mail: shop@milo-casa.com via the contact form. We will assess the damage and offer you a solution depending on the degree of damage. We highly encourage you to unpack the product in the presence of the courier. Any deficiencies should be noted in the protocol.
• 6. The package is incomplete / I have received a different product than I ordered, what should I do?
Contact us as soon as possible by e-mail: shop@milo-casa.com or via the contact form. Pictures, order number, pickup date and any additional details you consider relevant will be helpful. Any deficiencies in the delivery should be noted in the protocol. Lack of information will extend the complaint process or the complaint will not be accepted.

Payment

• 1. Can I pay for the order while collecting the package?
No, the only possible form of payment is payment before the product is shipped. However, remember that if you are not satisfied with the product you receive, you have 14 days to return it.
• 2. I have not been able to pay for the order, how do I complete the transaction?
VPlease contact our Customer Service Office via the contact form, e-mail: shop@milo-casa.com or call us: +48 428 813 348. We will guide you what to do in such a situation.
• 3. Can I get a VAT invoice for my purchases?
Yes, if you need to receive a VAT invoice, please complete the invoice details when placing the order.
• 4. Is my payment secure?
Yes, we work only with proven payment operators and your transaction is 100% safe. Your connection is also protected, which is confirmed by the SSL certificate.

Returns & compaints

• 1. How to make a complaint about a product?
Please send us information by e-mail: help@milo-casa.com or via the contact form.
What will we need to make a complaint?
1. Order number (it will be available in the e-mail confirming the order).
2. Your personal data: name and surname, telephone number and e-mail address as well as the address where the defective product is located.
3. A detailed description of the defect.
4. Photos or videos that accurately show the product's defect. In matters related to transport, the following document should also be attached to the complaint
5. Damage report completed in the presence of the carrier upon receipt of the goods. The lack of the above information may extend the complaint process or may result in the rejection of the complaint.
Handling of complaints and decision
We will handle the complaint within 14 calendar days, but we will do our to resolve each case as soon as possible. In this time, we will carefully review the case you have submitted and contact you to inform you of the decision and/or next steps. We may also ask you for additional information. Unfortunately, if we do not get additional information required in order to process the case within 14 days, the request will be cancelled. In certain circumstances, we may also reject the complaint. In such case, the explanation of the reasons for such decisions will be provided. !! Please note that if you object to our decision, the 14-day deadline does not apply - we will respond to your objection as soon as possible.
Resolution
Once you have received a positive decision regarding your complaint, we will make every effort to resolve it as soon as possible. If reasonably possible, we will first offer you a reduction in the price of the product, or repair or replacement. If this is impossible or excessively expensive, we may offer you cancellation of the purchase contract or replacement of the product.
• 2. How do I return a product?
To return the product, print and fill in the form available at:. Send a scan or photo of it to the following address: shop@milo-casa.com. Remember to fill in all the information - especially the order number. Our representative will contact you to arrange a convenient date for product pickup and to arrange the return of the funds paid. From the amount paid, we will deduct the amount for transportation corresponding to the amount when you place the order.
• 3. Can I exchange a purchased product?
In order to replace the purchased product, as soon as possible after placing the order, contact Customer Service via the contact form or via e-mail: shop@milo-casa.com. Remember to provide your order number so that we can help you faster
• 4. When is the refund processed?
Your return will be processed within 14 days.
• 5. How will I get a refund when I return the product?
The money will be refunded as soon as the product is collected from you in a manner consistent with your payment. From the amount paid, we will deduct the amount for transportation corresponding to the amount when you place the order.
• 6. How can I check if my return has been accepted?
You will receive an e-mail confirmation of your return.
• 7. When can I return the product?
By law, you can return a product within 14 days of receiving your order.

Technical

• 1. Who has access to my personal data?
The personal data you provide is used only to process your order. We do not transfer your data, sell it or exchange it for marketing purposes with other entities. All employees of our store have been properly trained in the processing of personal data, in accordance with the applicable regulation on the protection of personal data (GDPR). Detailed information on this subject can be found in our privacy policy.

Others

• 1. Does Milo Casa have physical stores in Europe?
Unfortunately, we currently do not have stationary stores, but we can send fabric samples so that you can evaluate the material live. To receive samples, please contact us via the contact form, via e-mail or call us.
• 2. I am not sure about the color of the upholstery. Can I order material samples?
Of course, we also send fabric samples. To receive samples, please contact us via the contact form, via e-mail: shop@milo-casa.com or call us. We will need the following information: the color you are interested in, the material and your delivery details.