Terms & Conditions

SHIPPING INFORMATION

FOOTWEAR
All shoes are individually hand-cobbled from start to finish exclusively for you. They are literally your shoes, and no two pairs are exactly the same. Due to the nature of the hand-cobbling process, we require a 10-day production turnaround period. In addition, please allow 1-2 business days for processing and 1-5 business days for shipping. Total time expected for production, processing, and shipping is 10-15 business days. A preliminary confirmation will be sent by email when your order is placed. Once your order is shipped we will send you a final email confirmation with instructions on how to track and collect your package.

CUSTOM FOOTWEAR

In order to complete a custom footwear order, you must place your order at the online shop, then download the custom shoe order form, fill it out, and return it as an email to lucy@mjolkhomme.com. Once your form has been received, the footwear design team will contact you to finalize all the details of your custom shoe. All custom shoes are individually hand-cobbled from start to finish exclusively for you. They are literally your shoes, and no two pairs are exactly the same. Due to the nature of the customization and hand-cobbling process, we require a 10-day production turnaround period. In addition, please allow 1-2 business days for processing and 1-5 business days for shipping. Total time expected for production, processing, and shipping is 10-15 business days. A preliminary confirmation will be sent by email when your order is placed. Once your order is shipped we will send you a final email confirmation with instructions on how to track and collect your package.

PRINTED QUILTS AND FELT APPLIQUÉ:
All printed quilts, and felt appliqué quilts and duvets, are handmade to order and require a 14-day production turnaround period. In addition, please allow 1-2 business days for processing and 1-5 business days for shipping. Total time expected for production, processing, and shipping is 14-21 business days. A preliminary confirmation will be sent by email when your order is placed. Once your order is shipped we will send you a final confirmation email with instructions on how to track and collect your package.

HAND-STITCHED CUSTOM QUILT ORDERS
The hand-stitched custom quilts are completely bespoke and do not follow any of Mjölk’s existing turnaround time policies, because every order has its own entirely unique set of circumstances. The customer will communicate directly with Mjölk and the quilter (Haptic Lab) to determine the turnaround time and price of their quilt based on the specific custom details of the order. Whatever turnaround time the three parties (Mjölk, Haptic Lab, Customer) decide upon through email and telephone communications will be the expected turnaround time for the product. Beyond turnaround times, the processing and shipping times for hand-stitched custom quilt orders are the same as all other quilt orders.

ALL OTHER ORDERS (EXCLUDING FOOTWEAR AND QUILTS/DUVETS)
All other items (excluding footwear and quilts/duvets) are processed at one of our two distribution centers in New York City, USA or Melbourne City, Australia. All orders are enacted within 2 business days, subject to payment clearance and stock availability. Order processing may take up to five days during our sales period. We operate Monday to Friday with exception of public holidays in the given distribution center’s region. In addition, please allow 1-5 business days for shipping. Total expected time for processing and shipping is 3-7 business days, extended to 6-12 business days during our sales period.
A preliminary confirmation will be sent by email when your order is placed. Once your order is shipped we will send you a second email with a final confirmation, and instructions on how to track and collect your package.

ALL ORDERS
Shipping costs will be added to your order and displayed at checkout. We ship to the following countries:

**If your country is not listed, please email our customer service department (hyperlink) to make special arrangements.
Please note that the goods cannot be left for you without a signature and that the couriers generally operate between 8am-6pm (08.00-18.00) on business days. You can specify an alternate daytime delivery address when ordering (for example, your work address). We cannot deliver to Post Office boxes.

IMPORTANT INFORMATION FOR ALL ORDERS:

• All orders require a signature upon delivery.
• Once dispatched we are unable to redirect orders.
• We are unable to deliver to Post Office boxes.
• Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorization or destination customs clearance.

INSURANCE: Mjölk insures each purchase during the time it is in transit until it is delivered to you. All orders require signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, you accept that a signature by them is evidence of delivery, and completes fulfillment of order by Mjölk, and transfer of responsibility to the receiving party. When the customer ships items back to Mjölk for the purpose of return or exchange, the customer is responsible for the products until we have received and signed for them. Mjölk is not responsible for products lost or damaged in return transit. Do not ship returns or exchanges without first notifying our customer service department and receiving a confirmation email. They will not be accepted.

TAXES AND DUTIES

UNITED STATES ORDERS: Sales tax will be charged where applicable, depending on the state in which the order originates.

INTERNATIONAL ORDERS: Duties and taxes to most destinations are not applicable for orders under $1000 USD. Orders from outside the United States may be subject to VAT, import duties, and/or taxes, which are levied once your package reaches your country. Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the prices displayed at checkout are exclusive of all taxes and duties. We are unable to advise the exact amount of duties and taxes your package will incur, as these charges are imposed directly by your local Customs. You will be invoiced for the local taxes and duties by UPS (United Parcel Service). As we are unable to advise the amount, we recommend that you contact your local UPS office to obtain a landed cost estimate.

PAYMENT

Security is of the utmost importance to us. All transactions made on (URL) are processed using authorize.net, a third-party secure online payment gateway that encrypts your card details in a secure host environment.

CREDIT CARD
We accept these credit and debit cards:
▪                Visa
▪                Eurocard
▪                MasterCard
▪                American Express
▪                Maestro credit and debit cards (Please check with your bank or organization that handles your card to make sure your card is valid for online purchases)
When placing an order, the full payment amount is debited from your credit card immediately upon order placement. All customers paying by credit card are subject to validation checks. Mjölk reserves the right to delay any order if we suspect a further security control is needed. For security reasons, we do not store any payment information in our database.

PAYPAL: Our customers have the option to securely and conveniently send and receive payments online using PayPal. When you use PayPal, your financial information is kept private and every PayPal payment is followed by an email confirming your transaction. Within the PayPal system, you can choose to pay with Visa, MasterCard, American Express, or your registered PayPal account.
This payment method passes your order along to PayPal, who receives and controls your order. If you have a registered PayPal account you can choose this for purchase without typing your credit card information. Signing up for a PayPal account is optional, which means that you can complete your payment first, and then decide whether you want to save your information in a PayPal account for future purchases.
Refunds are processed instantly. If the PayPal payment was funded by credit card, the money will go back to the card. Depending on the card issuer it may take up to four days before it shows on the customer’s credit card statement. Refunds of transactions that were funded by bank account or PayPal balance are credited instantly to the customer’s PayPal account.

WEBSITE SECURITY
 To help ensure that your shopping experience is safe, simple, and secure Mjölk uses Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. SSL encrypts and secures the internet traffic you send to us. When placing an order, you can immediately check the security validity by clicking the security device icon at checkout.
When you look at the location (URL) field at the top of the browser during checkout, you will see it begin with ´https://´ instead of the normal ´http://´. This indicates that you are in secure mode.
To ensure that your information is kept private, we do not store any payment information in our database.

RETURNS & EXCHANGES

FOOTWEAR ORDERS INCLUDING CUSTOM SHOES: Please note that you are buying footwear individually cobbled just for you. No two pairs are the same and idiosyncratic design elements are not flaws, but rather show the personalized, unique, and superb quality of the product. Each pair of shoes comes with its own personality and finish. We are not a stock service and do not carry any footwear inventory. As a result, all footwear orders are final and cannot be returned or exchanged. Please check the sizing chart to ensure fit before ordering. Mjölk will only accept footwear returns or exchanges in the case of unworn products with explicit manufacturing faults. Manufacturing faults must be apparent upon delivery, and impede the functionality or use of the product, as determined by Mjölk on a case-by-case basis. Please contact the customer service department within 7 days of delivery at info@mjolkhomme.com. Do not ship returns or exchanges without first notifying our customer service department and receiving a confirmation email. Shipments without prior notification will not be accepted.

QUILTS AND DUVETS: Each quilt and duvet cover is a unique, handmade object, produced with the utmost attention by local artisans. No two are the same and idiosyncratic design elements are not flaws, rather they show the personalized, unique, and superb quality of the product. All quilt/duvet orders are final and cannot be returned or exchanged. Mjölk will only accept footwear returns or exchanges in the case of unworn products with explicit manufacturing faults. These manufacturing faults must be apparent upon delivery, and impede the functionality or use of the product, as determined by Mjölk on a case-by-case basis. Please contact the customer service department (hyperlink to email) within 7 days of delivery. Do not ship returns or exchanges without first notifying our customer service department and receiving a confirmation email. Shipments without prior notification will not be accepted.

ALL OTHER ORDERS (EXCLUDING FOOTWEAR AND QUILTS):
You can return your order (excluding footwear and quilt/duvet orders) within 14 days of delivery. Items should be returned to us in perfect condition accompanied by the original invoice. Returns will only be accepted if labels and original packaging are fully intact. We will only accept returns or exchanges if you have first notified the customer service department and received approval to ship items back to Mjölk. All related shipping charges are your responsibility, including handling. Mjölk will pay to ship an exchanged product to you only in the case of explicit manufacturing faults apparent upon delivery. Manufacturing faults must impede the functionality or use of the product, as determined by Mjölk on a case-by-case basis. Depending upon circumstances and at Mjölk’s discretion, the customer may be responsible for the shipping cost of returning faulty products to Mjölk. Do not ship returns or exchanges without first notifying our customer service department and receiving a confirmation email. The shipment will not be accepted.
To return or exchange an item, email our customer service department (hyperlink here to email address) with the order number, explaining the reason for the return or exchange. All exchanges are subject to availability.

RECEIVING A REFUND. Your refund will be credited to the original purchaser’s credit card or if you prefer, as a store credit. The refund will exclude shipping and handling costs, with the exception of explicitly faulty items as determined by Mjölk on case-by-case basis. Late returns may be accepted at the discretion of Mjölk. However, they can only be refunded as a store credit.
Where applicable, all sales taxes will be refunded. Mjölk is not able to refund customs duties or taxes on international orders. However, you may be able to recover these by contacting your local customs bureau directly.

IMPORTANT GENERAL INFORMATION FOR ALL ITEMS

• Mjölk does not accept returns or exchanges for footwear or quilt/duvet orders (exceptions are described above)
• Non-footwear, non-quilt/duvet items must be returned within 14 days of receiving your order
• Mjölk will only compensate for items returned to us in perfect condition accompanied, by the original invoice.
• Returns will only be accepted if labels and original packaging are fully intact. Mjölk cannot accept returns where labels have been removed.
• You are responsible for the shipping of returned items back to Mjölk, including handling costs. Items lost in transit will not be compensated for.
• All exchanges are subject to availability.

SALE. All Terms and Conditions above apply during sales periods, except that Mjölk will not allow returns or exchanges of any sale items.

CUSTOMER SERVICE: We provide customer service through email because time zone differences make it difficult to provide phone support to all of our customers. We attempt to respond to email queries within 5 working hours of receipt. Hours for customer service are between 10 am and 5 pm North American Eastern Standard Time (GMT-5) Monday to Friday. Please contact (email address and hyperlink) for all queries. 

MJÖLK QUALITY GUARANTEE 
Items are classified as faulty if they are received damaged and impede the use of the product, as determined by Mjölk on a case-by-case basis. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Faulty items will be exchanged for the same type of product in the same size, subject to availability. Refunds for faulty items can be made within the 14-day period following delivery. 

DISCLAIMER We do not guarantee that all the items available at the Mjölk shop are in stock at the time of your order. In the case of incorrect stock balance affecting your order, we will contact you by phone or by e-mail. Mjölk cannot warrant that the content of the site is at all times free of inaccuracies or typographical errors. Neither can we guarantee that all information is up-to-date. Mjölk may at any time change the content of the site. Though Mjölk strives to always display the correct texts, images, and pricing in the site and web shop, errors can occur. If you have been charged the wrong amount when shopping from the web shop, we will give you the option of placing a new order with the correct price or canceling your order. If we are unable to get in touch with you, your order will be automatically cancelled. Part of the services mediated through the site are performed and maintained by outside organizations. In situations where Mjölk acts as an agent for such services, we cannot be held responsible for any errors resulting from their activities. Mjölk cannot be held responsible for any damage caused from using the site or from not being able to use the site. Mjölk cannot guarantee problem-free uninterrupted and secure access to the site.

COPYRIGHT PERMISSION NOTICE
Copyright in the documents provided in this site (including, without limitation, the trademarks of Mjölk, logos, graphics, text, photos, designs, icons, images, data, and software) are owned by or licensed to Mjölk and its affiliates. You are authorized to use this material only for personal, non-commercial purposes. You may download, print, and store copies of this material for your own personal, non-commercial use, provided this Copyright Permission Notice is included in all such copies. You may not charge anyone for use of the material and you may not publish, duplicate, or otherwise distribute the material to others without prior consent from Mjölk. You may not modify the material in any way, without the prior written permission of the copyright owner. Except as expressly stated in this legal notice, no rights or licenses to the material, or any portion thereof, shall be granted or implied.
For press inquiries, please visit www.mjolkhomme.com.

TRADEMARKS
Our trademarks include (amongst others) the Mjölk name and logo. These trademarks are used or registered in more than one country and your use of this web site does not grant you any rights to use our trademarks.

COOKIES
Cookies are used on the site to improve your browsing experience. In addition to use for statistical purposes, cookies identify your computer and allows the site to recall your personal settings. Your browser can be set to send a notification when a cookie is activated. This allows you to deny use of this cookie or to delete the cookie at the end of your visit. The web shop cannot be accessed if cookies are disabled.

PRIVACY POLICY
All personal information saved at the site will be handled with the utmost care. The information that we store will not be sold or used for any purposes other than ensuring the best service possible. It will solely be used for informing you about special offers and other marketing opportunities related to the different divisions of Mjölk. Your personal data may be disclosed to third parties only when it is necessary to fulfill the purposes described above. When registering with the site, you have the option not to receive any information from Mjölk. If you wish to end your Mjölk subscription, you may make the changes in your account settings or send an email to our customer service department (email address). State your name and email address and a short description of the matter in the email message. You have the right to review your information on file at any time. This can be accessed by emailing (email address). If the data is incomplete or incorrect, you have the right to have the information corrected. All customers paying by credit card are subject to validation checks. Mjölk reserves the right to delay any order if fraud is suspected.
For security reasons, we do not store any payment information in our database.

COLORS
We cannot guarantee that colors on the website will be true to life. Any variation depends partly on the color settings of your computer and monitor.

VIOLATION OF RULES
Mjölk reserves the right to seek all solutions available at law and in equity for violations of these Terms and Conditions, including the right to block access to the site. Individuals violating the restriction of password-protected areas of the site may be subject to prosecution.

LINKS
The site may contain links to other websites beyond our reach. We cannot be held liable for content or privacy policies of such sites.

FORCE MAJEURE

In case of Force Majeure, Mjölk’s obligations will be suspended. The contract between you and Mjölk can, in such cases, be partially or fully terminated by yourself or by Mjölk. A Force Majeure is in the event of war, civil war, revolution, riot, governmental measures, strike, lockout, blockage, failure of electricity, telephone or internet service, natural disasters, or similar events. Under such circumstances, Mjölk will attempt to resolve all issues in a timely manner.

GOVERNING LAW
These terms of use are complied in accordance with United States law, and the United States courts will have exclusive jurisdiction for any dispute under this agreement.
The laws of your country may differ from those of United States and there may be additional legal requirements to use this website. You must comply with all applicable local and international laws and regulations regarding your use of our website.