FREE Postage on UK orders over £30!
Home > Frequently Asked Questions
If you have a question that is not covered in this FAQs section, please call our Customer Service Team on (01788) 810006 or you can contact us using our online contact form.
Do I need to register an account to shop with you?
How do I enter a discount code?
Where can I find your Terms & Conditions?
I need more of an item than you have in stock, how can I order more?
Where can I find our more about your products?
When should I order by for same day despatch?
No. There is no need to create an account to shop online with us.
Simply add products to your basket, enter your payment details and checkout - it's that easy!
You can enter discount codes and coupons at the checkout and your basket total will be updated automatically.
When you have finished shopping, click the Checkout button located at the top of every page. At the checkout screen, carefully type your promotional or discount code into the box marked 'Discount Code' and then click 'Apply'.
When you have entered a valid discount code, a confirmation message will display in the area above the code entry box and your basket will be updated.
We release discount codes on our Mill Outlets Facebook Page, Mill Outlets Twitter stream and through our newsletter during website promotions. You can start saving now with a 10% off discount code as a thank you for subscribing to our newsletter.
You can find our Terms and Conditions (aka the smallprint!) here.
If you are looking to buy an item and it is showing as out of stock on our website please call our Customer Service Team on (01788) 810006.
We can let you know when the item will be back in stock and arrange to telephone you back when it is ready for you to order.
You can find out more information about our products by reading our Blog.
You can also sign up to our monthly newsletter to receive information on current offers, our new products and all our social media news articles direct to your inbox!
If you complete your website order by 12 noon Monday to Friday, we will usually despatch your order on the same day.
We only despatch orders on UK working days, working days do not include Saturdays, Sundays or any UK Public/Bank Holiday.
You can safely retrieve your account password by following the 'Forgot Your Password?' link on the My Account Log In page. You will be sent an automated email containing your account password.
Mill Outlets Customer Service Team do not have the ability to retrieve your password for you, you must follow the forgotton password process above.
If you are still experiencing issues with password retrieval after following the above proceedure, or you do not receive the automated email please call us on (01788) 810006 or email technical@milloutlets.co.uk for further assistance.
If you need more help, please call our Customer Service Team on (01788) 810006, or you can email us at sales@milloutlets.co.uk.
We accept payments by PayPal or Google Checkout, and we are in the process of accepting on-site card payments. If you would like to make a payment with a credit or debit card and you do not have an account with either of these two payment providers, please choose the PayPal option at the checkout as you DO NOT need to register with PayPal to make a payment to us.
To make a payment with a credit/debit card using PayPal, simply select this is your payment method at the checkout and once re-directed to the PayPal payment screen, click the 'Don't have a PayPal account?' link, you will then be prompted to enter your details and complete the transaction.
Find out more about PayPal on the official paypal website.
You can find out more about the payments we accept on our payments page.
PayPal: Your payment will be deducted from your account when you click the ‘Pay Now’ button in your PayPal account.
Google Checkout: Your payment will be deducted from your card when you click the ‘Place your order now’ button in your Google account.
If you need more help that is not covered in this FAQs page or on our payments page, please call our Customer Service Team on (01788) 810006.
When you shop with us, we will sent you emails to let you know the status of your order. You should expect to receive the following automated emails from us:
You may receive an email from your payment provider (for example, PayPal) to inform you of the payment you have made to us. We may also send a courtesy email a few weeks after purchase to check you are satisfied with your order and let you know how you can contact us.
If you have any concerns regarding an email you have received from us, please call us on (01788) 810006.
If you would like to add to your order or make any changes, please call our Customer Service Team as soon as possible on (01788) 810006. If you place your order before 12 noon, we will despatch it the same day. Obviously, we cannot make changes to your order once it has been despatched. If you need to change your order after this time, please see our section titled 'How can I return items?'
Standard Delivery (UK): All orders shipped using our standard uk delivery service are sent by Royal Mail and cannot be tracked. However, we do keep proof of posting should you make a claim for non-delivery.
Express Courier Delivery (UK): All orders shipped using our express courier delivery option can be tracked by our Customer Care Team. If you haven’t received your express courier order within two working days (provided you ordered by 12 noon on the day of purchase), please call us on (01788) 810006 and we will track your order for you. At this time, we do not have a facility for customers to track their own orders.
If you need more help that is not covered in this FAQs page, please call our Customer Service Team on (01788) 810006.
How long will my UK delivery take?
How soon do you despatch orders?
Do you deliver to BFPO addresses?
Do you deliver internationally?
Standard UK Delivery: All standard delivery orders are sent via Royal Mail and you should allow up to 5 working days for delivery.
Express UK Courier Delivery: All orders shipped using our express courier delivery option should arrive within two working days (provided you ordered by 12 noon on the day of purchase).
Royal Mail do not consider a UK item of mail to be lost until a minimum of 15 working days have passed from the day of despatch.
If you have a query regarding delivery of your order and your question is not covered here, please contact us.
If you place your order before 12 noon, we will usually despatch it the same day. If you place your order after 12 noon, we will usually despatch it the next available working day.
Yes, but we can only offer our Standard UK Delivery option for these addresses. We cannot offer a courier delivery service to a BFPO address since all British Forces mail is distributed via RAF Northolt. Please see the MoD website for further clarification.
Yes, we will despatch to a range of countries outside the United Kingdom.
To check if we deliver to your country of residence and also our rates, please see our International Delivery page.
European Union delivery will usually take up to 10 working days to arrive from day of despatch.
Rest of World International delivery will generally take up to 15 working days to arrive from day of despatch.
For more information on International delivery, please see our International Delivery page.
If you need more help that is not covered in this FAQs page, please call our Customer Service Team on (01788) 810006.
Where can I leave a review about your products/services?
Do you have a facebook/twitter account?
You can leave a review about our products on each individual product page right here on our website. If you would like to leave a review about the service you have received or about Mill Outlets in general, we are always happy to receive reviews on facebook, and also on Google.
If you are happy to give us a testimonial, please email your comments and include your first name and nearest city to technical@milloutlets.co.uk. Your testimonial may appear on our website and social media pages and rest assured, we will only publish your first name and nearest city along with your testimonial - no other information will be published.
We have several social media accounts and we’d love you to join us! You can currently find us on:
If you’re not then you ought to be! Packed full of all our new products, offers and Mill Outlets news you’re definitely missing out! If you’re not yet subscribed, sign up and get a 10% off discount code to use in our online store.
If you are already a subscriber and you have not received at least one mailing in one month, please check that your newsletter is not ending up in your spam folder of your email inbox (also known as a junk folder). To ensure this doesn’t happen, add our newsletter email address (newsletter@milloutlets.co.uk) to your email address book or safe list.
If you need more help with leaving a review, please email technical@milloutlets.co.uk
How long do I have to return an item?
Do I have to pay the postage when I return items?
Mill Outlets operate a no quibble returns policy. If you are not satisfied with a product for any reason, you may return it to the address below for a full refund within 14 days of receipt. We ask that items are returned in their original condition complete with any packaging they came with (even if this has been opened) and that you take reasonable care of the item(s) whilst in your care.
You can read our UK Returns Policy here.
We do not accept international returns or exchanges unless products are incorrect or faulty. Please call us on +44788810006 if you need to return items from outside the UK.
UK Returns:
Please contact us on (01788) 810006 to obtain a returns number which should then be quoted with your name and address inside the packaging.
You will be emailed a returns label which you must attach to the parcel being returned. You can then take the parcel to your local Post Office Counter and post it free of charge.
We are unable to accept returns for knitting patterns, knitting needles and items which are cut or custom-made to customers' measurements (such as net curtains). This does not affect your statutory rights.
Please read our Returns Policy in full if you are unsure how to return items, alternatively you can call our Customer Care Team on (01788) 810006 for advice.
International Returns:
We do not accept international returns or exchanges unless products are incorrect or faulty. Please call us on +44788810006 if you need to return items from outside the UK.
UK Returns:
If you are not satisfied with a product for any reason, you may return it to us for a full refund within 14 days of receipt.
We are unable to accept returns for knitting patterns, knitting needles and items which are cut or custom-made to customers' measurements (such as net curtains). This does not affect your statutory rights.
Please read our Returns Policy in full if you are unsure how to return items, alternatively you can call our Customer Care Team on (01788) 810006 for advice.
International Returns:
We do not accept international returns or exchanges unless products are incorrect or faulty. Please call us on +44788810006 if you need to return items from outside the UK.
UK Returns:
When you call us to return an item, you will be emailed a returns label which will enable you to post the item/s at a Post Office Counter free of charge.
Mill Outlet will not be responsible for any postage over the standard reply paid rate if the customer organises their own returns.
We are unable to accept returns for knitting patterns, knitting needles and items which are cut or custom-made to customers' measurements (such as net curtains). This does not affect your statutory rights.
Please read our Returns Policy in full if you are unsure how to return items, alternatively you can call our Customer Care Team on (01788) 810006 for advice.
International Returns:
We do not accept international returns or exchanges unless products are incorrect or faulty. Please call us on +44788810006 if you need to return items from outside the UK.
Each item is carefully checked before dispatch, but in the rare event that a fault is overlooked or we have dispatched the wrong item to you, please contact us on (01788) 810006 so we can rectify this as soon as possible.
Any replacements due to faults or an error by us will be sent free of charge and we will also make provisions for the cost of returning the item.
If a replacement item is not available you will be fully refunded.
To exchange an item, please complete a new purchase of the size/type you require which will be dispatched to you. In the mean time, please follow the instructions for returning the unwanted product.
We are unable to accept returns for knitting patterns, knitting needles and items which are cut or custom-made to customers' measurements (such as net curtains). This does not affect your statutory rights.
If you need more help that is not covered in this FAQs page, please call our Customer Service Team on (01788) 810006.
Our office hours are Monday to Friday, 9:00am to 5:00pm. All emails and telephone messages are processed during this time.
We have recently introduced a weekend telephone enquiry service which is manned by our Despatch Team and is available during the following times:
Saturdays 9:00am to 5:00pm
Sundays 11:00am to 4:00pm
All times stated are GMT.
We do not process any emails, telephone messages, website orders, or despatch any website orders on non-working days. We count working days as Monday to Friday inclusive. Saturdays and Sundays are NOT working days.
We do not process any emails, telephone messages, website orders, or despatch any website orders on Bank Holidays. The UK Bank Holidays for 2011 are:
| 3rd January | New Years Day (substitued) |
| 22nd April | Good Friday |
| 25th April | Easter Monday |
| 29th April | Royal Wedding |
| 2nd May | Early May Bank Holiday |
| 30th May | Spring Bank Holiday |
| 29th August | Summer Bank Holiday |
| 26th December | Christmas Day (substituted) |
| 27th December | Boxing Day (substituted) |
When the usual date of a bank or public holiday falls on a Saturday or Sunday, a 'substitute day' is given, normally the following Monday.
If you have a question that is not answered by our FAQs or elsewhere on the website, please call us on (01788) 810006 or alternatively you can email us at sales@milloutlets.co.uk
If you have a query relating to our website, please email technical@milloutlets.co.uk