FAQ

Below, the essentials: how we make, deliver and care for each order.

How we make it

How is each piece made?

Each MILLHIGH piece is made by our production partners, then sent directly to your door. We email a tracking link the moment it leaves.

Can I change my delivery address after ordering?

Once production begins, the delivery address can no longer be changed. Please check it carefully at checkout.

What are the pieces made from?

Our knitwear is merino-blend and our tailoring wool-blend, chosen for warmth, drape and everyday wear. Each product page gives the details of that piece.

Delivery

How much is UK delivery?

Free UK delivery on orders of £100 or more. Below that, delivery is £5.99. The threshold is based on your order subtotal after any discounts.

When will my order arrive?

Estimated UK delivery 2–4 weeks, by tracked delivery to your UK address. This is an estimate rather than a fixed date, and busy periods can take longer.

Our commitment: we will deliver within 30 days of the day you order, unless we agree a different date with you in writing.

Will I have anything to pay on delivery in the UK?

No. Our prices include UK VAT, and you won't pay any import duties, customs charges or carrier handling fees on delivery. Any duties on your order are handled by MILLHIGH.

Do you deliver to Northern Ireland?

Yes, on the same terms and prices as the rest of the UK.

Do you deliver outside the UK?

For now, we deliver to UK addresses only.

What if my order is late?

Your legal rights. Under the Consumer Rights Act 2015, you may end the contract and receive a full refund if we refuse to deliver, or if delivery within 30 days (or by a date we agreed) was essential, whether because of the circumstances when you ordered or because you told us so beforehand. Otherwise, you may give us a further reasonable period; if we miss it, you may end the contract for a full refund, paid without undue delay. If only part of an order is late, you may cancel just those pieces.

Our promise, in addition to those rights. If your order has not arrived within 30 days of the day you placed it, email us and you may cancel for a full refund, including delivery, without giving us more time. We refund within 14 days of hearing from you, and if the parcel arrives afterwards, we arrange its return at our cost.

What if my parcel is lost or damaged?

Your order is our responsibility until it reaches you, or someone you have asked to receive it. If it is lost or damaged on the way, we will replace it or refund you in full.

Returns

Can I cancel or return an order?

Yes. You may cancel for any reason, without giving one, from the moment you order until 14 days after you, or someone you nominate, receive it. If your order arrives in parts, the 14 days run from the last delivery. Email contact@millhigh.co.uk with your order number, or send us any other clear statement. The cancellation form in our Refund policy is there if you would like it. This applies to every piece.

How do returns work?

Return the item within 14 days of telling us you are cancelling. Email contact@millhigh.co.uk first and we will send return instructions, usually within 2 working days. Please do not use the address on the parcel: our production partner cannot accept returns.

For change-of-mind returns, return postage is yours to cover, and we recommend a tracked service, as the item remains your responsibility until it reaches us. Try pieces on as you would in a shop; if an item has been handled beyond that (worn, washed or with labels removed) and has lost value as a result, we may reduce your refund by that amount. We charge no restocking or admin fees, and never offer store credit in place of a refund.

What if my item is faulty or damaged?

Every piece must be of satisfactory quality, fit for purpose and as described. If something arrives faulty, damaged or not as described, email contact@millhigh.co.uk with your order number and photographs.

Within 30 days of delivery you may choose a full refund, including delivery, or a replacement. After that, or if you prefer, we will repair or replace it; if that is not possible or does not resolve the problem, you may have a price reduction or a refund. We pay any return postage, and will not ask for the item back if the photographs make the problem clear. Your statutory rights under the Consumer Rights Act 2015 are unaffected.

Can I exchange for another size?

We do not offer direct exchanges. Simply return the item for a refund and place a new order in your size.

When will I be refunded?

If you cancel before anything is delivered, we refund everything you paid, including delivery, within 14 days of you telling us. Once you have received the item, we refund the price and standard delivery within 14 days of receiving it back, or of you showing proof of postage if sooner. Refunds go to your original payment method, with no fees.

Sizing

How do I choose my size?

Each product page lists garment measurements in centimetres, taken from the maker's size guide. Allow up to 2.5 cm either way.

Contact

How do I reach you?

Email contact@millhigh.co.uk. We aim to reply within 2 working days. Full terms: Delivery · Returns and refunds · Privacy.