Refund policy

Each product at Milisima Studio is crafted with care and made to order, ensuring exceptional quality and fidelity to the original artwork. Due to the nature of our products, we do not offer refunds or exchanges for made-to-order or customized items. Refunds or exchanges (or store credit) are only available for defective or damaged items.

We strive for your complete satisfaction and stand behind the quality of our products. Each order undergoes a thorough quality inspection prior to shipping to ensure it arrives in perfect condition. Please review the details of our policy below.

Return Policy

We have a 30-day return policy, meaning there is a 30 days-period from the date you receive your item for us to receive the eligible returned items.

To be eligible for a return:

  • The item must be in the same condition as received: unworn, unused, with tags, and in its original packaging.
  • Proof of purchase (receipt) is required.

How to Start a Return

To initiate a return, please contact us at customersupport@milisima.com. Once your return request is approved:

  1. We will provide a return shipping label and instructions for sending your package.
  2. Send the item to the following address:
    1600-2300 Yonge St. Toronto ON M4P 1E4 Canada

Important: Items sent back without prior approval will not be accepted.

If you have any questions regarding returns, feel free to reach out to us at customersupport@milisima.com.

Damaged or other issues

If your order arrives damaged, your product is defective or you received a wrong product please contact us within 48 hours of receipt at customersupport@milisima.com to report the issue. All claims for damaged or defective items must be fully submitted within 30 days of the delivery date.

To expedite the resolution process, please include:

  • A brief description of the issue
  • Photographs of the damaged item and packaging
  • Your order number

We will evaluate your claim and, if approved, provide a replacement, store credit, or refund. Please clarify if :

  • Your item is defective
  • Your item was damaged during transit
  • You received the wrong item

Items Not Eligible for Returns

Certain items are not eligible for returns or refunds due to their unique nature or specific circumstances. These include:

  • Made-to-Order or Customized Products: All our prints are made to order, ensuring the highest quality and fidelity to the original artwork. Customized or personalized products are crafted specifically for you, which means they cannot be returned or refunded unless they arrive damaged or defective.
  • Sale Items or Gift Cards: Products purchased during a sale or promotional event, as well as gift cards, are final sale and are not eligible for returns or refunds.

Please contact us at customersupport@milisima.com if you have questions or concerns about your specific item.

Color Variation Disclaimer

Please note that colors may vary between monitors and devices. We strive to represent our prints as accurately as possible; however, variations in screen settings can result in slight differences in color perception. Refunds will not be issued due to color fluctuations on devices.

Lost or Missing Packages

If your order does not arrive within the estimated delivery time frame, please contact us at customersupport@milisima.com. We will work with the shipping carrier to locate your package.

  • If the package is confirmed lost by the carrier, we will replace your order or issue a refund to the original payment method or a store credit, depending on your preference.
  • Please note that we are not responsible for packages marked as "Delivered" by the carrier but not received by the customer. We recommend checking with neighbors or your local post office in such cases.

Exchanges

We do not offer direct exchanges. If you wish to receive a different item, please follow the return process for the original item. Once the return is accepted, you can place a separate order for the new item.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund request.
If approved, refunds will be processed to your original payment method within 10 business days. Please note:

  • It may take additional time for your bank or credit card company to process and post the refund.
  • If more than 15 business days have passed since your refund was approved, please contact us at customersupport@milisima.com.

Shipping Costs for Returns

For defective or damaged items, we will provide a prepaid return shipping label. Customers will not incur shipping costs for these returns. Items returned without prior approval or outside the return instructions will not be accepted.

U.S. Orders

For U.S. orders, please allow extra time for delivery due to potential customs processing. Lost or delayed packages will be addressed in accordance with local regulations and carrier policies. Customs fees or import taxes are the responsibility of the customer and are not refundable.

Sustainability Commitment

Our made-to-order process minimizes waste, contributing to a more sustainable approach to art printing. By producing prints on demand, we reduce overproduction and unnecessary inventory.

We appreciate your understanding of our policies and thank you for choosing Milisima Studio to bring fine art into your space. For any further inquiries, feel free to contact us at customersupport@milisima.com.