Welcome to the Milena Silvano community. We are a small artisanal enterprise dedicated to thoughtful and long-lasting clothing.


By placing your order with us you’re giving your support to a label that honours the life of our planet, the self-care of our team and fair livelihoods of the artisans we work with and our manufacturing partners.
Thank you for joining us in celebrating slow, considered fashion, challenging wasteful industry norms and resisting the unsustainable pressure of the fashion calendar.

In placing your order with us you are agreeing to the following terms. Please review the purchasing agreement below.

 

  1. PLACING AN ORDER

Description of product, sizing and materials:

We will endeavour to be as accurate and comprehensive as possible in our outlines of sizing, materials and care instructions so that you know what to expect when your garment arrives. Measurements are taken on the garment when lying flat and are given in metrics.

All your pre-orders are cut by hand. In line with the sustainable ethos and natural aesthetics of the Milena Silvano label, you can rest assured that we will make use of every bit of each sheepskin, valuing the characterful idiosyncrasies, beautiful ‘imperfections’ and individual quirks of texture and colour in each and every skin.

Due to the nature of handmade products, there may be some discrepancies between the photo of the chosen product and the piece we are making as materials available at the time of ordering may vary slightly. These anomalies are not imperfections but are testament to the uniqueness of your piece.

Delivery date:

Your delivery date is stated in the product description for each style at the time you place your order.
Please make a note of this at the time of ordering. If you log back into the website at a later date the delivery date for your item may have changed but rest assured that we will stick to the delivery date stated in the product description at the time that you placed your personal order.

Pre-orders:

Where we offer the facility for customers to order items weeks or months in advance of the item being available (“Pre-orders”), we require a reservation fee of £500 (“Reservation Fee”). This secures a Pre-order slot and delivery date. If you have the right to change your mind and cancel your Pre-order (see the section below entitled Cancellations) and you cancel your Pre-order, the Reservation Fee for the Pre-order will be refunded minus 10% of the value of the garment (this is because taking a coveted Pre-order slot prevents another customer from being able to take that slot). 

When your Pre-order item is ready, we will contact you to collect payment of the balance payable for your item (being the full purchase price (including any sales taxes) of the Pre-order item less the Reservation Fee) (the “Balance”). Once payment of the Balance is received, we will ship your Pre-order item and notify you of the tracking number.

If you have not paid the Balance within 14 days after we contact you to collect payment of the Balance, the item will be considered unwanted, your Pre-order will be cancelled, and the Reservation Fee will be kept by us. It is not possible to extend this period as due to the seasonal nature of fashion we will need to sell the item as soon as possible.

In the unlikely event that we must cancel your Pre-order where you have paid all amounts for your Pre-order which have fallen due at the time of our cancellation and where you are not otherwise in breach of the contract between us, we will refund you all payments which you have made for your Pre-order, including the Reservation Fee.

Communication during the making of your order:

We outline all information relevant to the style you are ordering in the product description for that style, so please do take the time to read the information. If you have any doubts about the product description, please contact us prior to paying for a deposit.
We try to communicate all the relevant information before commencing production of your piece (sizing, materials, delivery date). We encourage you to contact us for clarifications or questions prior to placing your order.
We are a small team so once an order is received, we will be busy working behind the scenes to create your dream piece. During this time there may be some delay in answering additional emails regarding the making of your piece, we hope you understand.

 

  1. SHIPPING, CANCELLATIONS, AND RETURNS

Shipping:

We currently ship once per week. All orders are shipped with Royal Mail or UPS and require a signature on delivery. For this reason, please do not provide a PO Box as a shipping address as we won’t be able to accept it. Should we need to contact you to retrieve a mailing address your shipment date will skip 1 week. Once shipped, we will notify you of the tracking number. Please allow 1 to 3 working days for delivery.

Duties:

You will be responsible for any duties, customs charges and taxes charged by the country in which you reside. The value of your item will be stated in a commercial invoice included in the shipping documentation, and charges will be collected by UPS.

Non-returnable items:

In some instances, we are unable to offer refunds or exchanges. Due to the lengthy and personal nature of the production process, we cannot offer returns or exchanges on items which have been customised to your requirements (“Non-Returnable Items”).

Cancellations:

You can cancel your pre-order up to 14 days from the date in which you have paid your deposit. After 14 days we will refund your deposit minus minus 10% of the value of the garment.

You can cancel your order for stock or Pre-order items (except for Non-Returnable Items) without giving a reason up to 14 days after the item is delivered to you providing that the item is returned unworn with tags in its original packaging.

If you change your mind and decide that you do not want to receive or keep an item, you must notify us of your decision to cancel by contacting us at studio@milenasilvano.com within the cancellation period.  The cancellation period will expire 14 days after the day on which the item is delivered to you. 

If the item has already been delivered to you, you will need to return the item to us and you will be responsible for the costs of returning the item to us. Once you have contacted us to notify us of your decision to cancel, we will create a return shipping label with UPS and send it to you for you to use to return the item.  We will then deduct the direct costs of the return (being the UPS charges plus tax) from the amount to be refunded to you (see below).  You must send the item to us (using the UPS return shipping label) as soon as possible and not later than 14 days after the day on which you informed us of your decision to cancel your order.

Please note that your right to cancel does not apply in any circumstances to Non-Returnable Items.

If you cancel the order in accordance with this section we:

will refund you:

the price you paid for the item (except, in the case of Pre-order items, the Reservation Fee, which will not be refunded); and

any costs paid by you for delivery of the item to you (except for the additional costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us);

may make a deduction from the amount refunded to you to compensate us for any reduction in the value of any item being returned caused by your handling of it;

will refund the amount due to you less (i) any deduction for loss of value due to handling, and (ii) any direct costs incurred by us in connection with the return of the item as set out above, by not later than the time periods indicated below:

if you have received the item, 14 days after the date on which we receive the item back from you; or

if you have not received the item, 14 days after you inform us of your decision to cancel the order.

Whilst we will usually refund any money received from you using the same method originally used by you to pay for your purchase, we may, with your agreement, refund you by another means.

Damaged or defective items:

We are under a legal duty to supply items that are in conformity with the contract between us, and which:

(i)         are of satisfactory quality;

(ii)        are fit for the purpose for which such items are usually supplied; and

(iii)       match any description given in respect of the items.

If the item you have purchased is damaged, defective or misdescribed, please let us know by contacting us on studio@milenasilvano.com.  If you wish to exercise your legal right to reject the item you must return it to us, unless we decide to collect the item from you. 

If the item is damaged or defective and you would like us to replace it, please let us know. If we agree that the item is damaged or defective, then we will:

pay the costs of you returning the item to us or us collecting it; and

either:

replace the item within a reasonable period of time of you returning the item and notifying us that you would like a replacement (and we will bear any costs incurred by us in doing so (including costs of delivery of the replacement item)); or

if it is not possible to replace the product because we do not have an acceptable replacement in stock, give you a refund of the price you paid for the item plus any delivery charges you paid for the item to be delivered to you.

Whilst we will usually refund any money received from you using the same method originally used by you to pay for your purchase, we may, with your agreement, refund you by another means.

Nothing in these terms will affect your legal rights.

 

  1. COPYRIGHTS

No part of this website – including information, may be copied, republished, or reproduced in any form without the prior permission of the Milena Silvano Studio, except for your own personal or non-commercial use.
On entering this site you agree not to adapt, alter, or create a derivative work from the site content except for your own personal, non-commercial use.

 

  1. CARE FOR YOUR PIECES

Sheepskin coats:

Dry clean only at specialist leather cleaners only.
You can spot clean the fur of your jacket with a damp cloth and a little bit of ph neutral soap. Should you stain the inside of your jacket with moisturiser or any other oily substance, blackboard chalk is your friend: make a powder and leave it to absorb for 30 mins. Shake and rub with a clean cloth.

Knitwear:

Hand wash in cool water with ph neutral soap, roll between 2 towels, air dry flat.

Silks:

Never dry clean your silks! At the studio, we prefer to hand wash, air dry and steam our silks. Should you not have a steamer, press on a low heat on the reverse of the fabric while gently pulling the seams flat.

 

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    5. PRIVACY POLICY

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from Milena Silvano (the “Site”).

Personal information we collect:

When you visit the Site, we automatically collect information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

 

How do we use your personal information?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

- Communicate with you;

- Screen our orders for potential risk or fraud; and

- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimise our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

 

Sharing your personal information:

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy/customers.

 

Your rights:

If you are a UK or EU resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a UK or EU resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information may be transferred outside of the UK/EU, including to Canada and the United States.

 

Data retention:

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

 

Changes:

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

 

Contact us:

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at studio@milenasilvano.com.