FAQ

FREQUENTLY ASKED QUESTIONS

ORDERS

WHERE CAN I RECEIVE MY ORDER?

All orders can be sent to an address selected by you (home, work, etc.). We deliver worldwide.



CAN I TRACK MY ORDER?

Yes, of course. Once the order is completed, a tracking number will be sent to you, based on the valid email address provided to us. Important note: if you did not receive any confirmation emails, please check your email spam filter. Select Milk2mouths.com as a trusted website domain in your spam filter. You can also log in to your Milk2mouths.com account, find your orders and click on the tracking number to view the status of your order. To avoid any duplicate orders, please go to 'My account' to verify that your order has been placed before resubmitting your order. Please allow 1–3 business days for your order status to change.



HOW TO CHOOSE THE RIGHT SHOE SIZE?

We have made comfortable sizing which is approximately 0.5 size larger. So if you usually wear 39 - 39.5, you can choose 39 size. If your feet are wider take half-size bigger shoes. Please take a look at the insole measurements below. Do not forget that your feet should be 3 - 5 cm smaller than shoe insoles. 35 - 23.1 cm // 35.5 - 23.4 cm 36 - 23.7 cm // 36.5 - 24.0 cm 37 - 24.3 cm // 37.5 - 24.6 cm 38 - 24.9 cm // 38.5 - 25.2 cm 39 - 25.5 cm // 39.5 - 25.8 cm 40 - 26.1 cm // 40.5 - 26.4 cm 41 - 26.7 cm // 41.5 - 27.0 cm 42 - 27.3 cm A size guide is available for each product on the product page.



I CANNOT FIND THE ANSWER TO MY QUESTION. HOW CAN I REACH CUSTOMER SERVICE?

Please contact us by email: ask@milk2mouths.com



WHY WAS MY ORDER CANCELLED?

The most common reason is that we were unable to verify the billing information that was entered on the order. If the billing address does not match with what the credit card issuer or bank has on file, the order will be automatically cancelled. Please, check if billing information is correct. Afterwards, create a new order using the correct billing address. If you still need assistance, please contact us at ask@milk2mouths.com



HOW DO I KNOW IF MY ORDER HAS BEEN CONFIRMED?

You will receive the order confirmation email as soon as we've received your order after the payment.
Once the order is accepted, it will be processed within 1-3 business days. During this period the order is being prepared and readied for shipment.



HOW CAN I CANCEL MY ORDER?

If you wish to cancel an order, please contact us as soon as possible by email at done@milk2mouths.com. Orders can only be cancelled before processing/dispatch has begun. If an order has already been dispatched, please read the terms of the Return Policy. Once the order has been cancelled, any amount debited from the customer's payment card by us will be re-credited to the customer's account. If the cancellation was done after the dispatch of products, please read the terms of the Return Policy.



DO YOU DISPATCH ORDERS ON WEEKENDS?

On weekends we rest. We appreciate your understanding that the processing of orders placed after 4 PM on Friday will start on the following Monday. It will take 1–3 business days to prepare products for shipment.



WHAT PAYMENT METHODS DO YOU ACCEPT?

Payments can be made securely using the major credit and debit cards or using PayPal. Please remember that we do not store customer’s credit card details within our website database. In order to take your payment we can transfer you to our Credit Card processing service provided by PayPal.



SHIPPING

WHAT ARE SHIPPING COSTS AND TIMES?

EU Orders // Free Shipping // 5-10 Business Days International Orders // €12 // 7-15 Business Days Express shipping // €60 // 3-7 Business Days Important notes: We are not responsible for delays in shipping or delivery due to natural or uncontrollable events. Moreover, we cannot take responsibility for delays related to the courier itself (such as customs clearance). Unfortunately, we do not have control over these delays. As well, any import taxes or duty fees incurred by shipping to overseas addresses are the responsibility of the customer and these costs cannot be reclaimed from MILK2MOUTHS.



FROM WHICH COUNTRY ARE PRODUCTS SHIPPED?

All products are shipped from Lithuania (European Union country). Products are delivered worldwide.



I CANNOT FIND THE ANSWER TO MY QUESTION. HOW CAN I REACH CUSTOMER SERVICE?

Please contact us by email: ask@milk2mouths.com



DO YOU OFFER FREE SHIPPING?

We offer free shipping on EU orders. Delivery takes 5-10 business days, depending on the destination of delivery. International shipping cost €12, delivery takes 7-15 business days. Important note: any import taxes or duty fees incurred by shipping to overseas addresses are the responsibility of the customer and these costs cannot be reclaimed from MILK2MOUTHS.



DO YOU OFFER EXPRESS SHIPPING?

The answer is Yes. Express shipping costs €60. The shipment will be delivered in 3–7 Business days, depending on the destination of delivery. Important note: any import taxes or duty fees incurred by shipping to overseas addresses are the responsibility of the customer and these costs cannot be reclaimed from MILK2MOUTHS.



WHERE CAN YOU DELIVER THE PRODUCTS?

Our products are delivered worldwide. If you have any questions about import duties, please read the section 'DUTIES & TAXES'.



RETURNS

ARE SAMPLE SALE RETURNS ACCEPTABLE?

Please note that all sample sale sales are final and we cannot accept the return or exchange of pairs purchased during the online sample sale.



WHAT SHOULD I DO IF I WANT TO RETURN THE SHOES?

We want our Customers to be happy with their purchase. If you are not completely satisfied with your order, please fill out the Return Form within 14 days of receiving your parcel. As well, please carefully read the Return Policy.



IN WHAT CONDITION SHOULD SHOES BE RETURNED?

We ask the customer to return the shoes with all protective stickers, labels, and factory packaging. In particular, we ask to pay attention to the shoe sole. It is very important not to damage the shoe sole and not leave marks on it (it would complicate the return procedure and not guarantee the refund). The shoes are best tried on a carpet or soft surface at home. If the product returns damaged or with defects and fails to meet the indicated requirements, unfortunately, we have to send the shoes back to the customer without refunding them. To avoid this, please carefully read how to try on shoes.



WHAT HAPPENS IF RETURNED SHOES ARE CONSIDERED DAMAGED?

If the product is returned damaged or with defects and fails to meet the indicated requirements, we will, unfortunately, have to send the shoes back to the customer without a refund.



WHO PAYS RETURN FEES?

We are an emerging independent brand and currently we cannot cover the cost of returning the shoes. That is why we ask the customer to be responsible for return shipping fees (unless there is a manufacturing defect in your purchased product). We know that the return process is usually the least pleasant procedure. Therefore, we can suggest returns through our courier partners. For more information, please read the Return Policy.



CAN I SEND THE SHOES BACK WITH A COURIER OF MY CHOICE?

Yes, you can. To make returning more convenient, we will ask you to send us a tracking number for purpose both you and us would be able to track the parcel. We will send you this information by your provided email after we will receive your filled the Return Form.



HOW MUCH DOES RETURN SHIPPING COST?

The return shipping through our courier partners costs approximately €25–80, duration is between 5–10 business days, depending on the destination. As well, you can send the shoes back with a courier of your choice.



HOW LONG DOES RETURN SHIPPING TAKE THROUGH YOUR COURIER?

The return through our courier partners takes between 5–10 business days, depending on the destination of delivery. Please note, that we are not responsible for delays in shipping or delivery due to natural or uncontrollable events. Moreover, we cannot take responsibility for delays related to the courier itself (such as customs clearance). Unfortunately, we do not have control over these delays.



HOW TO PROPERLY TRY ON SHOES AND NOT TO LEAVE MARKS ON THE SHOE SOLE?

The shoe soles are covered with stickers. Please do not remove them until you are sure that the shoes fit you and you will keep them. Moreover, the shoes are best tried on a carpet or soft surface at home.



WHEN CAN I EXPECT TO GET MY REFUND?

When the parcel arrives, we will inform you by sending a confirmation email. We will make a refund to your bank account within 3–5 business days.



CAN I MAKE A RETURN THROUGH YOUR COURIER PARTNERS?

Yes, you can. The return fee varies approximately €25–80, duration is between 5–10 business days, depending on the destination. Let’s explain how things go – read the Return Journey.



ACCOUNT INFORMATION

DO I NEED TO REGISTER BEFORE PLACING AN ORDER?

You do not need to register before placing an Order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases.



WHY SHOULD I BECOME A REGISTERED USER?

You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you instruct us otherwise. You can browse, shop, and, if necessary, complete your order at a later time. We'll keep track of the items you've already put in your shopping bag so that when you come back later, you will not have to re-select the items again. Please note that placing items to your shopping bag for purchase at a later time does not guarantee item availability.



HOW CAN I CHANGE MY ACCOUNT INFORMATION?

As soon as you sign in to your account with your email address and password, you will be directed to your account overview for updating/editing your account information.



CAN I CHANGE MY EMAIL ADDRESS IN MY ACCOUNT?

We will offer this function in the future.



I CANNOT FIND THE ANSWER TO MY QUESTION. HOW CAN I REACH CUSTOMER SERVICE?

Please contact us by email: ask@milk2mouths.com



DUTIES & TAXES

ARE IMPORT DUTIES APPLIED TO SHIPPING TO JAPAN?

Import duties are NOT applied in Japan according to the EU-Japan Economic Partnership Agreement (2019). You can read the official information here. But you may have to pay the Consumption tax rate which is in Japan is 10%. You can read the official information here. Please note that our Products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. Import duties and local taxes may be incurred in some countries and they are not included in the Product price. The Customer or a recipient of the shipment is responsible for all such taxes and duties. To be sure, you can always check with your country's customs office prior to ordering.



ARE IMPORT DUTIES APPLIED TO SHIPPING TO CANADA?

Import duties are NOT applied in Canada according to the EU-Canada Comprehensive Economic and Trade Agreement (CETA) (2017). You can read the official information here. But you may have to pay other local taxes. You can read the official information here. Please note that our Products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. Import duties and local taxes may be incurred in some countries and they are not included in the Product price. The Customer or a recipient of the shipment is responsible for all such taxes and duties. To be sure, you can always check with your country's customs office prior to ordering.



ARE IMPORT DUTIES APPLIED TO SHIPPING TO SOUTH KOREA?

Import duties are NOT applied in South Korea according to the EU-South Korea free trade agreement (FTA) (2011). You can read the official information here. But you may have to pay other local taxes. You can read the official information here. Please note that our Products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. Import duties and local taxes may be incurred in some countries and they are not included in the Product price. The Customer or a recipient of the shipment is responsible for all such taxes and duties. To be sure, you can always check with your country's customs office prior to ordering.



ARE IMPORT DUTIES APPLIED TO SHIPPING TO SINGAPORE?

Import duties are NOT applied in Singapore according to the EU-Singapore Free Trade Agreement (2019). You can read the official information here. But you may have to pay other local taxes. Please note that our Products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. Import duties and local taxes may be incurred in some countries and they are not included in the Product price. The Customer or a recipient of the shipment is responsible for all such taxes and duties. To be sure, you can always check with your country's customs office prior to ordering.



IN WHICH ASIAN COUNTRIES ARE IMPORT DUTIES NOT APPLIED?

Import duties are NOT applied in the following ASIAN countries: - JAPAN: The EU-Japan Economic Partnership Agreement (2019) - SINGAPORE: EU-Singapore Free Trade Agreement (2019) - SOUTH KOREA: The EU-South Korea free trade agreement (FTA) (2011) - VIETNAM: The EU-Vietnam Free Trade Agreement (2020) But you may have to pay other local taxes. Please note that our Products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. Import duties and local taxes may be incurred in some countries and they are not included in the Product price. The Customer or a recipient of the shipment is responsible for all such taxes and duties. To be sure, you can always check with your country's customs office prior to ordering.



IN WHICH AMERICAN COUNTRIES ARE IMPORT DUTIES NOT APPLIED?

Import duties are NOT applied in the following AMERICAN countries: - CANADA: The EU-Canada Comprehensive Economic and Trade Agreement (CETA) (2017) - CENTRAL AMERICA (COSTA RICA-EL SALVADOR-GUATEMALA-HONDURAS-NICARAGUA-PANAMA): The Association Agreement (2012) - CHILE: EU-Chile Association Agreement (2003) - COLOMBIA-ECUADOR-PERU: EU-Colombia-Peru-Ecuador Trade Agreement (2013-2017) - MEXICO: The EU-Mexico Partnership Agreement (2000) But you may have to pay other local taxes. Please note that our Products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. Import duties and local taxes may be incurred in some countries and they are not included in the Product price. The Customer or a recipient of the shipment is responsible for all such taxes and duties. To be sure, you can always check with your country's customs office prior to ordering.



IS VAT INCLUDED IN THE PRODUCT PRICE?

All prices of Products on this online store include VAT (Value Added Tax).



ARE IMPORT DUTIES AND LOCAL TAXES INCLUDED IN THE PRODUCT PRICE?

Import duties and local taxes are NOT included in the Product price. The Customer or a recipient of the shipment is responsible for all such taxes and duties. The EU has specific trade policies in place for all its partners and abides by the global rules on international trade set out by the World Trade Organisation. So there are many countries worldwide where import duties are NOT applied. But you still may have to pay other local taxes. Please note that our Products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. To be sure, you can always check with your country's customs office prior to ordering.