Complaint Center

Your Voice Matters to Us.

At MILANU, our name stands for an oath, promise, safety, and security. We are on a mission to maintain the nobility of our clients and provide you with the finest women’s fashion apparel. However, we understand that sometimes things may not go exactly as planned. If your experience with our products or services did not meet your expectations, you have the fundamental right to be heard and seek a prompt resolution.

Our Complaint Center is designed to ensure a transparent, fair, and hassle-free process for resolving any issues you may encounter.

1. Types of Complaints We Handle

We are here to assist you with any concerns, including but not limited to:

      • Product Quality Issues: Defective garments, damaged fabrics, or issues with embellishments.

      • Delivery & Logistics: Delayed shipments, incorrect delivery addresses, or lost packages.

      • Order Discrepancies: Receiving an incorrect size, color, or missing items in your package.

      • Payment & Billing: Issues related to double charges, refund delays, or payment gateway errors.

      • Customer Service Experience: Any unsatisfactory interactions with our support team or delivery executives.

2. How to File a Complaint

To help us investigate and resolve your issue quickly, please reach out to us through any of our official channels. You can submit your complaint via written or oral formats:

Information to Include in Your Complaint: To ensure a swift resolution, please provide the following details when you contact us:

      1. Your Full Name and Contact Number

      2. Order ID / Invoice Number

      3. A Clear Description of the Issue

      4. Supporting Evidence: Clear photos or videos of the defective product, incorrect item, or damaged packaging.

3. Our Complaint Resolution Process

We value your time and trust. Once you lodge a complaint, we follow a strict procedure to ensure you are fairly treated:

      • Step 1: Acknowledgment. You will receive an immediate response from our team acknowledging the receipt of your complaint.

      • Step 2: Investigation. Our quality control or logistics team will review the provided details, track the package, or investigate the product batch.

      • Step 3: Resolution Proposal. We will provide a specific solution. Depending on the issue, this may involve sending a replacement, offering an exchange, issuing a full/partial refund, or providing store credit.

      • Step 4: Enforcement. Once a resolution is agreed upon, we ensure that replacements are dispatched or refunds are processed back to your original payment method (or via mobile banking) within 5 to 7 business days.

Note: While we aim to resolve all standard complaints within 48 to 72 hours, complex logistics or payment gateway disputes will be fully resolved within a maximum time limit to minimize your frustration.

4. Escalation Matrix

If you feel that your initial complaint was not handled adequately or you are unsatisfied with the proposed resolution, you can escalate the matter directly to our management team.

Please send an email to milanuofficial@gmail.com with the subject line: “ESCALATION – Order ID: [Your Order Number]”. Our senior management team will personally review your case and provide a final resolution within 48 hours.

MILANU — Your Style, Our Craft. We promise to continuously improve our services and ensure that you can always walk the runway of life with style, grace, and absolute peace of mind.