Shipping
By placing an order on chezmilo.fr you agree to the shipping terms below. Please read them before completing your purchase.
Dispatch time
Orders ship within 24 hours after payment is received. Orders placed before midnight (Paris time) leave the next day.
Delivery time
Once shipped, your order is delivered within 2 to 7 business days. If a delay occurs, we let you know by email.
In line with French consumer law (Code de la consommation, art. L216-1), if the stated delivery time is not met you may ask us to deliver within a reasonable additional period and, failing that, cancel the order for a full refund.
Delivery areas
We deliver to mainland France.
Shipping costs
Shipping is free on every order.
Tracking
As soon as your order ships you receive an email with your tracking number. Please allow up to 48 hours for the first tracking updates to appear.
Canceling or changing an order
You can ask to cancel or change your order at support@chezmilo.fr as long as it has not shipped. Once the parcel has left, the order falls under our return policy: you have 14 days after delivery to exercise your right of withdrawal.
Possible delays
Despite our best efforts, delays can occur during busy periods (sales, holidays) or due to events beyond our control (strikes, severe weather, carrier incidents). We keep you informed by email as soon as we know.
Customs and duties
For deliveries within the European Union there is nothing extra to pay: our prices include VAT. For deliveries outside the EU, customs duties or local taxes may be collected by the carrier and are the recipient's responsibility.
Incorrect address
Please check your address carefully at checkout. If a parcel comes back to us because of an incomplete or incorrect address, we will contact you to arrange a new shipment; re-shipping costs may be charged.
Damaged or lost parcel
If your parcel arrives damaged or does not arrive, write to support@chezmilo.fr with your order number and photos where relevant. We open a claim with the carrier and offer you a replacement or a refund — at no cost to you.
Contact
For any question about your order or its delivery: support@chezmilo.fr. We reply within 24 business hours.
Returns and refunds
By placing an order on chezmilo.fr you agree to the return and refund terms below. Please read them before completing your purchase.
Right of withdrawal: 14 days
Under French and EU consumer law (Code de la consommation, art. L221-18 and following) you have 30 days from delivery to change your mind, without giving a reason. This applies to every item we sell, including items bought on sale. You then have a further 14 days to send the product back to us.
Return conditions
To be accepted, an item must be returned complete, unused, unwashed and in its original packaging. An item handled beyond what is needed to try it (for example a harness worn on a walk, a chewed toy, a used bed) may be refunded at a reduced amount reflecting the loss in value.
For hygiene reasons, unsealed items that cannot be returned (bottles and bowls that have been used) are not taken back unless faulty.
How to return an item
Email us at support@chezmilo.fr with:
- your order number;
- the item(s) concerned and the reason (optional for a withdrawal);
- photos if the item is damaged or does not match your order.
We reply within 2 to 3 business days with the return address and instructions. Please put your order number inside the parcel: a return without a reference cannot be matched to your payment.
Return shipping costs
The cost of sending back an item that does not suit you is your responsibility. We recommend a tracked service: the parcel remains your responsibility until it reaches us.
If the item is faulty, damaged on arrival or not what you ordered, the return is at our expense: we send you a prepaid label.
Refund
Once your return is received and checked, we confirm the refund by email. It is made to the payment method used for the order, no later than 14 days after we receive the parcel. The refund covers the price of the item and the original standard shipping cost; only the cost of sending it back stays with you.
Damaged, faulty or wrong item
Contact us at support@chezmilo.fr within 14 days of delivery, with photos. We offer you either a replacement or a refund, at no cost to you.
Legal guarantees
Independently of the right of withdrawal, all our products are covered by the French legal guarantee of conformity (Code de la consommation, art. L217-3 and following, two years from delivery) and the guarantee against hidden defects (Code civil, art. 1641 and following). If a product is not as described, you may ask for it to be repaired or replaced or, failing that, for a price reduction or a full refund.
Exchanges
We do not do direct exchanges: the simplest route is to return the item and place a new order in the size or color you want. For a harness or a bed, use the weight-based size guide on the product page before reordering.
Contact
For any question about a return or refund: support@chezmilo.fr.
Terms of service
These terms of service govern every order placed on chezmilo.fr. By confirming your order you declare that you have read and accepted them.
1. General information
Seller: Chez Milo — full details in our legal notice.
Contact: support@chezmilo.fr
Governing law: French law.
2. Eligibility
By placing an order you confirm that you are of legal age (or acting with the consent of a legal guardian) and that the information provided is accurate and complete.
3. Products and prices
- Prices are shown in euros, including VAT, excluding shipping. Shipping costs are displayed before you confirm the order.
- We may change prices, descriptions and availability at any time; the price that applies is the one shown when you confirm your order.
- Despite our care, an obvious pricing or description error may occur. In that case we inform you and offer to confirm the order at the correct price or cancel it free of charge.
- Crossed-out prices are the lowest price charged during the 30 days before the reduction.
4. Ordering
- After confirmation you receive an email summarising your order. The sale is concluded when you receive this email.
- We may refuse or cancel an order in case of suspected fraud, unauthorised payment or product unavailability; you are informed and refunded in full.
- Payment is made online by card, Apple Pay or Bancontact. Transactions are secured by our payment provider; we do not store your card details.
5. Shipping
Delivery terms and times are set out in our shipping policy, which forms part of these terms. The risk of loss or damage to the product passes to you when you, or a third party you designate, take physical possession of it.
6. Right of withdrawal, returns and refunds
You have 30 days from delivery to withdraw without giving a reason, then 14 days to send the product back. The details — return conditions, costs, refund timing — are set out in our return policy, which forms part of these terms.
7. Legal guarantees
All our products are covered by the French legal guarantee of conformity (Code de la consommation, art. L217-3 and following) and the guarantee against hidden defects (Code civil, art. 1641 and following). These guarantees apply independently of the right of withdrawal and cannot be limited by these terms.
8. Use of products and liability
- Our products are intended for pets and must be used in accordance with the instructions on each product page. Toys are designed for supervised play; remove any damaged item.
- We are not liable for damage resulting from improper use or from a lack of supervision of the animal.
- We are not liable for indirect damage (loss of opportunity, commercial loss). This limitation does not apply in case of personal injury, gross negligence or wilful misconduct.
9. Personal data
Your data is processed in accordance with our privacy policy and the GDPR. You can exercise your rights at support@chezmilo.fr.
10. Intellectual property
The site's content (texts, photos, logo, brand) is protected; any reproduction without permission is prohibited.
11. Use of the site
You agree not to use the site for unlawful purposes, not to introduce malicious code and not to disrupt its operation.
12. Changes to these terms
We may update these terms. The version that applies to an order is the one in force when the order is confirmed.
13. Disputes and mediation
If you have a complaint, contact support@chezmilo.fr first: we always look for an amicable solution. Failing that, you may refer the matter free of charge to the consumer mediator named in our legal notice, or to the European online dispute resolution platform (ec.europa.eu/consumers/odr). The French courts have jurisdiction.
14. Contact
For any question about these terms: support@chezmilo.fr.
Thank you for choosing Chez Milo.
Legal notice
Site publisher
Chez Milo
Email : support@chezmilo.fr
In accordance with French law no. 2004-575 of 21 June 2004 on confidence in the digital economy, here is the information about the publisher and host of chezmilo.fr.
Hosting
The site is hosted by Shopify International Ltd, Victoria Buildings, 2nd Floor, 1-2 Haddington Road, Dublin 4, D04 XN32, Ireland — www.shopify.com.
Intellectual property
The whole site — texts, photographs, illustrations, logo, the name "Chez Milo" — is protected by copyright and trademark law. Any reproduction or reuse, even partial, without prior written permission is prohibited.
Liability
We take great care over the accuracy of the information published, in particular product descriptions and specifications. An error or omission may nevertheless remain; report it to support@chezmilo.fr and we will correct it. Photos are not contractual: colors may vary slightly depending on your screen.
We cannot be held liable for indirect damage resulting from use of the site (interruption, viruses, data loss), nor for use of the products contrary to the safety instructions given on each product page — in particular, toys are designed for supervised play. This clause does not limit your legal guarantees or our liability for personal injury or proven fault.
External links
The site may link to third-party websites. We have no control over their content and accept no responsibility for them.
Personal data
How we process your data is described in our privacy policy. You have the right to access, correct, erase and object to the processing of your data, which you can exercise at support@chezmilo.fr.
Governing law
The site and this notice are governed by French law. In the event of a dispute, and failing an amicable settlement, the French courts have jurisdiction, without prejudice to the protective jurisdiction rules applicable to consumers.
Contact
For any question about this legal notice: support@chezmilo.fr.
Consumer mediation
If a dispute is not resolved with our customer service, you may use the European online dispute resolution platform: ec.europa.eu/consumers/odr.
Contact us
A question about an order, a size, a product? We are here to answer it.
Write to us
Email: support@chezmilo.fr
Response time: we reply within 24 business hours. Messages received on weekends or public holidays are handled on the next business day.
To speed things up, include your order number and describe your request precisely. For a sizing question, tell us your dog's weight and, if possible, their chest girth.
Languages
We answer in English and French.
Please do not send an item back without writing to us first: we send you the return address and instructions by email (see our return policy).
Thank you for your trust — Chez Milo.
