Return/ Refund Policy


Returns and Exchanges Policy — Ben & Mila

At Ben & Mila, we take a people-first approach to returns. Each request is handled with care and personal attention, with your satisfaction as our top priority. We stand behind the quality of our designs and want you to feel confident about every purchase. We value fairness and transparency — and we find our customers do too.

Refunds are always applied to the original method of payment.

How to Request a Return

To initiate a return, simply contact our support team at support@benmila.com with the following information:

  • Your order number

  • Name of the item

  • Reason for return

Our friendly support team will guide you through the process step by step.

Return Address

If your return is approved, please send it to the following address:

Return Address:
Contact Person: Wei Xinhong
Lane 1177, Jianlan Road, diagonally opposite the South Gate of Lubao Technology
Yinzhou District, Ningbo
Postal Code: 315100
Province: Zhejiang
Country: China

📌 Note: Returns sent to any other address will not be accepted.
📄 Please make sure your package is securely sealed and includes your order number or a printed receipt.

Return Eligibility

To be eligible for a return:

  • Items must be unworn, unwashed, unused, and in their original sealed packaging.

  • Items showing signs of wear or damage may not qualify.

  • Bundle items must be returned as a full set. Partial bundle returns are not accepted.

If you're unsure, please reach out — we always review each case with care and flexibility when possible.

Return Window

Returns are accepted within 30 days of purchase, provided your item meets the return conditions.
Please allow 7–10 business days from the time we receive your return for processing.

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer.

  • Average return costs start from €13.65 for tracked letterbox packages.

  • Exact pricing depends on your local courier and shipping method.

  • As returns are sent to our international warehouse in China, shipping may be higher than for domestic returns.

📦 For international returns, we are unable to issue prepaid labels. Customers must ship using a DDP (Delivered Duty Paid) service.

⚠️ Any fees paid for return shipping are non-refundable, unless your return falls under our exceptions for damaged or incorrect items.

When Returns Are Free

If your item arrived damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery. In such cases, we’ll waive return fees and handle everything for you.

Refunds

  • Refunds are issued to the original payment method.

  • Only the value of the returned item(s) will be refunded.

  • Shipping charges (including express and international) are non-refundable.

Exchanges

We’re happy to help with exchanges!

Because returning items to our warehouse in China can be costly and time-consuming, we often offer a replacement without requiring the original item back.
Once your return shows tracking movement, we can issue a gift card or ship a new item.

Please allow up to 12 days for delivery of your replacement.

This approach helps reduce packaging waste, save shipping emissions, and speeds up the process for you.

Self-Service Return Portal

If eligible, you can initiate your return through our self-service portal. Simply enter your order number and postal code, select your reason, and choose between a refund or exchange.

Once approved:

  • You’ll receive a secure link to pay for return shipping (based on real-time courier rates).

  • A return label will be emailed to you.

International customers: You’ll need to ship the item using a DDP courier service to the address listed above.

Customs Delays

If your return is delayed at customs, it’s usually due to clearance or documentation. We are unable to process compensation until the return has been cleared and received at our facility.

Still have questions? Our support team is always here to help and make sure you’re taken care of. 💬