Returns and Refunds

An item needs to come back unused and in the packaging it arrived in, with any protective sleeves, cases or tags still attached. We cannot resell something that has been used, so we cannot refund it either.

Email service@milkfarmshop.shop with your order number and what you would like to return. We reply with a return authorisation within one business day and tell you where to send it. Please do not post anything back before that email arrives, because unlabelled parcels are hard to match to an order.

Return postage is paid by the customer for a change of mind. If the item arrived damaged, faulty, or is not what the order said, we cover the return cost and you are never out of pocket.

Once the return reaches us and passes the condition check, the refund is issued to the original payment method within 3–5 business days. We refund the price of the item; the original shipping charge is only refunded when the return is our fault.

We cannot accept a return where the item has been used, where the original packaging has been discarded, or where the request comes after the 30-day window has closed. Nothing on this site is a personalised or made-to-order product, so no item is excluded on those grounds.

If something arrives broken or does not work, that is not a change-of-mind return and is not limited by the ordinary window. Send photographs to service@milkfarmshop.shop and we will replace it or refund it, including the postage both ways, without asking you to pay first.

We do not run an exchange process. It is quicker for both sides to return the first item for a refund and place a new order for the one you want, because that way the replacement ships immediately instead of waiting for the return to arrive.

If an item arrives broken or is not what the order said, photograph it and email service@milkfarmshop.shop within the 30-day window. We cover the return postage and replace or refund the item, whichever you prefer.