Refund & Return Policy

Refund & Return Policy
At HIMILO, we pride ourselves on the quality of our craftsmanship. Please review our policy carefully before purchasing.

(1) Custom-Made Footwear (Made-to-Order) Our footwear is handcrafted to your specific selections (including size, material, and design). As these items are made to your specification, they are exempt from the 14-day statutory right to cancel ('cooling-off' period) under the Consumer Contracts Regulations. Once production has commenced, orders cannot be cancelled, returned, or exchanged for change of mind, incorrect size selection, or aesthetic preference.

(2) Faulty or Misdescribed Items We stand by the quality of our craftsmanship. If you believe your item is faulty, not as described, or unfit for purpose, your rights under the Consumer Rights Act 2015 apply.

(2.1) Verification Process: To ensure efficient assessment, we require a written report of the defect, accompanied by high-resolution photographic evidence, sent to hello@himilo.co.uk.

(2.2) Assessment: All items reported as faulty are subject to a formal inspection. If the inspection concludes that the issue is the result of normal wear and tear, accidental damage, or improper care/usage (including failure to follow provided care instructions), no refund or replacement will be provided.

(3). Remedies: Within 30 Days: You have a short-term right to reject. However, we reserve the right to offer a repair or replacement as our primary remedy.

(3.1) After 30 Days: Our obligation is to repair or replace the item. A refund will only be issued if a repair or replacement is impossible, or if it cannot be provided within a reasonable timeframe without significant inconvenience to you.

(3.2) No Unauthorised Returns: Items sent back to us without prior authorisation will not be processed. You are responsible for following our returns process exactly as outlined.

4. External Partner Items For items fulfilled by AliveShoes/Printful/Gelato, please note that these are also subject to specific manufacturing timelines. Faults must be reported within 24 hours of delivery to assist us in timely claims against our suppliers.