FAQ
Thank you for shopping at Milla + Saber!
Here is some of our commonly asked questions. If you cannot find what you are looking for here, please reach out to us at hello@milla-saber.com. We aim to have a 24 hour turnaround on all email enquiries.
Orders
Can I modify an order once I have placed it?
Orders cannot be modified or cancelled once they have been placed. We are unable to add to orders once they have been placed due to system constraints. A new order must be created.
How do I order if no sizes are listed?
If the size isn't available, the product is out of stock. As we are a small business, there is no immediate plans to restock items unless we receive significant demand.
Please email us at hello@milla-saber.com regarding a product and we will let you know if we intend to restock it.
When will my order ship?
We aim to dispatch orders within 1 business day. During sale times dispatch may take longer than usual. Please be patient while we pick, pack and ship your order as soon as possible.
You will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network.
Can I buy a gift card?
Yes!
Find the link to our Gift Cards at the top of this page; or
simply type “Gift Card” in the search feature; or
follow THIS link and you will be guided to our available selections.
All Gift Cards are digital and sent to the purchasers email address. Once received the purchaser can forward the digital Gift Card to whatever email address they wish. Gift Cards are redeemed at checkout.
How do I use a discount code?
Discount codes are entered at checkout and can only be used once per customer. If a discount code shows that it is expired, this means that you have used it sometime in the past and our system cannot apply it again. Discount codes cannot be combined with any other offer—this includes store wide sales- unless we have provided a special code allowing them to be combined.
Why is my discount code not working?
Generally, only one discount code can be applied to an order.
During special sales events (example: Black Friday Sales Event) we may deactivate lower percentage discount codes to ensure you receive the best discount available. If there is already a better storewide discount code at the time of your purchase simply save your other lower percentage discount code and use it at another time.
Please email us if you believe your code should be working and isn't and we're more than happy to help! hello@milla-saber.com
What are my payment options?
Credit Card, Paypal, ShopPay, AfterPay and Gift Card.
Afterpay has a $300.00 limit.
Where is my order confirmation email?
An order confirmation email is sent automatically when an order is placed to the email address associated with the order (this may not be your primary email account so check all possible accounts).
If you believe you did not receive an order confirmation email please check your spam/junk folders. Once these folders are checked, please check your SMS messages.
Often orders are placed inadvertently using mobile numbers. If this occurs, our system will attempt to confirm your order via SMS message. If no email or SMS message confirmation is found, please reach out to hello@milla-saber.com and provide your name, email address, phone number, and shipping address. They will assist you in remedying the issue.
How can I track my order?
Once your order has been shipped, Milla + Saber will send you a shipping confirmation email which will include your tracking number.
It can take up to 24 hours for your tracking to show whilst the courier company loads the job to their system.
Do you have a shop that I can visit?
Sorry, we are mainly online at the moment. Keep an eye on our socials for when we attend Kumeu Markets and Catalina Bay Markets We hope to venture into pop-up shops and baby-expos as we grow ☺︎
Sign up to our mailing list and follow us on Instagram to be the first to know when we have a pop-up or attend a baby-expo.
Shipping
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our team has received your order. Once your order is fulfilled you will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network which can take up to 1 business day from when we have packed your order depending on their pick-up schedule.
Shipping fees are non-refundable in the case of returns.
Please note we do not ship orders on weekends or public holidays.
Please ensure your shipping address is correct, we will not be held responsible for un-delivered orders due to incorrect delivery details.
Do you ship internationally?
We offer tracked shipping options worldwide! Shipping costs are advised at checkout depending on your country. You can also see them below in the next few FAQs. We apologize for potential shipping delays they are beyond our control.
All international shipments are considered FINAL SALE and not eligible for exchange or refunds due to the additional freight and duty costs associated with those orders. (Possible exceptions may apply. Please review our ‘Return Policy’ section on our Policy page for more details.)
Milla + Saber is not responsible for package deliveries affected by an invalid, outdated, or incorrect address provided by the customer, nor natural occurrences, air and ground transportation delays or strikes, customs, or transfers from our NZ carrier to the local carrier in the destination country.
We cannot guarantee address update requests made to processing orders and will not be responsible for packages shipped per the order address but under request to edit from the receiver.
If you're missing items or have any concerns about the products you received, contact us within 7 days of the delivery date.
Please make certain to ship to a secure location as we will NOT process refunds or re-ship orders once the tracking shows delivery confirmation.
At times expedited shipping may not be offered.
New Zealand Shipping:
FREE shipping for orders over $60.00* Otherwise a $6.00 flat rate for orders $59.99 and under.
Sent via tracked courier. Deliveries should arrive 2-5 business days from dispatch. Please use the tracking email to follow your delivery. Rural allow another few days for delivery.
You can select whether signature upon delivery is required. If no signature required is selected and the package goes missing AFTER delivery with correct courier GPS location then that is at the customers' own risk.
All free shipping order amounts are after any discounts are applied and exclude OVERSIZE items.
Australian Shipping:
Please be aware that international deliveries still have delays. Please keep this in mind when ordering. There will be no credits or refunds for delayed items; these delays are outside of our control.
Delivery rates to Australia are a flat rate of $20 for orders under $200NZD.
Free Shipping to Australia for orders over $200NZD.
All Australian parcels are sent with tracking. Once arrived in the Australia, tracking and delivery become the responsibility of the local postal service.
Please be aware purchaser is liable for any additional taxes/import duty that may incur during transit and/or on delivery. We do not offer refunds if you refuse the package due to customs charges. Please note shipments can often be held by customs for long periods of time, unfortunately this is beyond our control. Please ensure you are aware of the cost of these fees before you make your purchase.
Worldwide Shipping:
Please be aware that international deliveries still have delays. Please keep this in mind when ordering. There will be no credits or refunds for delayed items; these delays are outside of our control.
Delivery rates globally are $50NZD flat rate for orders under $300NZD, not including Australia or New Zealand.
Free Shipping for orders over $300NZD.
Delivery estimates for tracked airmail:
Arrives in 15 working days USA & UK
Other countries should take 15-20 business days but could take up to 1-2 months to arrive depending on the local postal service.
Delivery estimates for courier:
Arrives in 2-8 working days USA & UK
Other countries should take 2-15 business days.
Countries we ship to: Argentina, Austria, Belgium, Brazil, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, South Korea, Spain, Sweden, Switzerland, UK, USA
International Notes:
Once dispatched you will assume the risk of loss and title for the merchandise. little whimsy cannot provide refunds if your items are lost in transit when shipped via standard post. Please be aware purchaser is liable for any additional taxes/import duty that may incur during transit and/or on delivery. We do not offer refunds if you refuse the package due to customs charges. Please note shipments can often be held by customs for long periods of time, unfortunately this is beyond our control. Please ensure you are aware of the cost of these fees before you make your purchase.
Care Information
How to care for my child's 'Milla + Saber' garments?
Wash inside out in cold water on delicate cycle with like colours.
For best results we recommend hand washing or placing knit wear and delicate items (such as our Polka Dot Dreams Blanket) in a garment bag when machine washing. Dry flat or hang to dry.
For our Signature Logo Toddler Caps, we recommend spot cleaning only.
Returns
How do I request a return?
To initiate a return, please email returns@milla-saber.com including your order number in the email.
Return Timeframes:
Change of mind returns/exchanges within 14 days of receipt of goods.
Faults within 14 days of receipt of goods.
Courier damage claims within 3 days of receipt of goods.
Returns & exchanges received outside the above time frames will not be accepted.
To be eligible for a return, your item must be unused and in the same condition that you received it. It also MUST be in the original packaging.
If for any reason an item is not what you expected, the wrong colour/size or you are unhappy with it, it can be returned for a refund, product exchange or credit note (excluding shipping costs) provided that it is as new and in saleable condition.
Change of Mind Returns:
If for any reason an item is not what you expected, the wrong colour/size or you are unhappy with it, it can be returned for a refund, product exchange or credit note (excluding shipping costs) provided that it is as new and saleable condition.
Our returns policy lasts 14 days. Please see our return policy.
We do not offer returns or exchanges on sale items.
Faulty Item Returns:
Apologies! Should an item be faulty, please contact us immediately by emailing returns@milla-saber.com with your name, order number and details of the fault including a photo. Fault claims must be emailed to us within 14 days of receiving the goods so please inspect them when they arrive.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you. Damage due to use is not considered a fault.
We will email you a pre-paid courier label via email to send the faulty item back to us. Please clearly state if you require a refund or a replacement. If the item purchased is out of stock or no longer available then you will be offered a full refund to the value of the item at time of purchase and shipping costs incurred.
If you are purchasing in advance for a gift please inspect the item(s) when you receive the delivery.
Note: if the problem is due to courier damage we MUST be emailed within 3 days of you receiving the goods.
Note: some items are handmade so slight variances in measurements, colours and designs are to be expected and these variances are not considered faults.
Warranties typically cover "manufacturing defects" and do not cover "wear and tear". "Wear and tear" is damage incurred during normal and intended use of the product. NOT covered by warranty are any damages incurred during improper or unintended use of the product, including but not limited to: rough use, children using items unsupervised, excessive use, stains, improper care/use/washing.
Courier Damaged Parcel:
Sorry this is a rare problem but we understand how frustrating it is. To help us investigate why the parcel is damaged, please email us at returns@milla-saber.com with your order number and the following photos:
Photos of the damaged Items
Photos of the packaging material used
Photos of the inner packaging
Photos of the outer packaging
You must notify us of the damage within 3 days of delivery so we can initiate a claim with our couriers.
Please keep ALL damaged items and the packaging as the couriers may need to recollect them for the claim.
What can't I return?
We do not offer returns or exchanges on sale items. Please be aware of this when we are running promotional events.
Several types of goods are EXEMPT from being returned:
SALE items
Gift cards
Shipping costs are NOT refunded unless the item is defective.