Frequently Asked Questions
Find answers to some of our most frequently asked questions, including sizing, fabric and care, shipping, returns and everything in between.
Can’t find what you’re looking for? We’d love to help. Get in touch at hello@milla-saber.co.nz and we’ll aim to get back to you within 24 hours.
Orders
Can I modify an order once I have placed it?
Orders cannot be modified or cancelled once they have been placed. We are unable to add to orders once they have been placed due to system constraints. A new order must be created.
How do I order if no sizes are listed?
If the size isn't available, the product is out of stock. As we are a small business, there is no immediate plans to restock items unless we receive significant demand.
Please email us at hello@milla-saber.co.nz regarding a product and we will let you know if we intend to restock it.
When will my order ship?
We aim to dispatch orders within 1 business day. During sale times dispatch may take longer than usual. Please be patient while we pick, pack and ship your order as soon as possible.
You will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network.
Can I buy a gift card?
Yes!
Find the link to our Gift Cards at the top of this page; or
simply type “Gift Card” in the search feature; or
follow THIS link and you will be guided to our available selections.
All Gift Cards are digital and sent to the purchasers email address. Once received the purchaser can forward the digital Gift Card to whatever email address they wish. Gift Cards are redeemed at checkout.
How do I use a discount code?
Discount codes are entered at checkout and can only be used once per customer. If a discount code shows that it is expired, this means that you have used it sometime in the past and our system cannot apply it again. Discount codes cannot be combined with any other offer—this includes store wide sales- unless we have provided a special code allowing them to be combined.
Why is my discount code not working?
Generally, only one discount code can be applied to an order.
During special sales events (example: Black Friday Sales Event) we may deactivate lower percentage discount codes to ensure you receive the best discount available. If there is already a better storewide discount code at the time of your purchase simply save your other lower percentage discount code and use it at another time.
Please email us if you believe your code should be working and isn't and we're more than happy to help! hello@milla-saber.co.nz
What are my payment options?
So many!! Credit Card, Paypal, ShopPay, AfterPay and Gift Card.
Afterpay has a $300.00 limit.
Where is my order confirmation email?
An order confirmation email is sent automatically when an order is placed to the email address associated with the order (this may not be your primary email account so check all possible accounts).
If you believe you did not receive an order confirmation email please check your spam/junk folders. Once these folders are checked, please check your SMS messages.
Often orders are placed inadvertently using mobile numbers. If this occurs, our system will attempt to confirm your order via SMS message. If no email or SMS message confirmation is found, please reach out to hello@milla-saber.co.nz and provide your name, email address, phone number, and shipping address. They will assist you in remedying the issue.
How can I track my order?
Once your order has been shipped, Milla + Saber will send you a shipping confirmation email which will include your tracking number.
It can take up to 24 hours for your tracking to show whilst the courier company loads the job to their system.
Do you have a shop that I can visit?
Sorry, we are mainly online at the moment. Keep an eye on our socials for when we attend Kumeu Markets and Catalina Bay Markets We hope to venture into pop-up shops and baby-expos as we grow ☺︎
Sign up to our mailing list and follow us on Instagram to be the first to know when we have a pop-up or attend a baby-expo.
Shipping
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our team has received your order. Once your order is fulfilled you will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network which can take up to 1 business day from when we have packed your order depending on their pick-up schedule.
Shipping fees are non-refundable in the case of returns.
Please note we do not ship orders on weekends or public holidays.
Please ensure your shipping address is correct, we will not be held responsible for un-delivered orders due to incorrect delivery details.
Do you ship internationally?
Yes! We currently ship to New Zealand and Australia only. Unfortunately, we’re unable to offer shipping to other international destinations at this time.
We hope to expand our shipping options again in the future. ♡
New Zealand Shipping:
FREE shipping for orders over $80.00* Otherwise an $8.00 flat rate for orders $79.99 and under.
Sent via tracked courier. Deliveries should arrive 2-5 business days from dispatch. Please use the tracking email to follow your delivery. Rural allow another few days for delivery.
You can select whether signature upon delivery is required. If no signature required is selected and the package goes missing AFTER delivery with correct courier GPS location then that is at the customers' own risk.
All free shipping order amounts are after any discounts are applied and exclude OVERSIZE items.
Australian Shipping:
Please be aware that international deliveries still have delays. Please keep this in mind when ordering. There will be no credits or refunds for delayed items; these delays are outside of our control.
Delivery rates to Australia are a flat rate of $25 for orders under $200NZD.
Free Shipping to Australia for orders over $200NZD.
All Australian parcels are sent with tracking. Once arrived in the Australia, tracking and delivery become the responsibility of the local postal service.
Please be aware purchaser is liable for any additional taxes/import duty that may incur during transit and/or on delivery. We do not offer refunds if you refuse the package due to customs charges. Please note shipments can often be held by customs for long periods of time, unfortunately this is beyond our control. Please ensure you are aware of the cost of these fees before you make your purchase.
Care Information
How to care for my child's 'Milla + Saber' garments?
Wash inside out in cold water on delicate cycle with like colours.
For best results we recommend hand washing or placing knit wear and delicate items (such as our Polka Dot Dreams Blanket) in a garment bag when machine washing. Dry flat or hang to dry.
For our Signature Logo Toddler Caps, we recommend spot cleaning only.
Returns
How do I request a return?
To initiate a return, please email returns@milla-saber.co.nz including your order number in the email. Please advise the reason for return and attach any pictures (if necessary).
Return Timeframes:
Returns & Exchanges
Change of Mind Returns & Exchanges
We happily accept change-of-mind returns and exchanges within 14 days of receiving your order.
To be eligible, items must be unworn, unwashed, in their original condition, with all tags attached and in their original packaging.
If an item isn’t quite what you expected, whether it’s the colour, size or simply not the perfect fit, you’re welcome to request a refund, exchange or store credit, provided the item meets the above conditions.
Original shipping costs are non-refundable for change-of-mind returns.
Change-of-mind returns requested outside the 14-day period will not be accepted.
Faulty Items
We take pride in the quality of our pieces and want you to be completely happy with your purchase.
If you believe an item is faulty, please contact us as soon as you notice the issue, preferably within 14 days of receiving your order, so we can assist you promptly.
Faulty items will be assessed and remedies provided in accordance with applicable consumer protection laws, including the New Zealand Consumer Guarantees Act.
The 14-day timeframe does not limit your statutory rights in relation to faulty goods.
Items Damaged During Delivery
If your parcel arrives damaged, please contact us as soon as possible, preferably within 3 days of delivery, and include photographs of the packaging and affected items.
This helps us investigate the issue promptly with our courier provider.
Reporting outside this preferred timeframe does not affect your rights under applicable consumer law.
Change of Mind Returns:
If for any reason an item is not what you expected, the wrong colour/size or you are unhappy with it, it can be returned for a refund, product exchange or credit note (excluding shipping costs) provided that it is as new and saleable condition.
Our returns policy lasts 14 days. Please see our return policy.
We do not offer returns or exchanges on sale items.
Faulty Item Returns:
We take great care in the quality of our pieces, but if something isn’t quite right, please get in touch with us as soon as you notice the issue.
We’ll review the concern and work with you to find an appropriate solution in accordance with your rights under applicable consumer law, including the New Zealand Consumer Guarantees Act.
Your statutory consumer rights are not limited by our 14-day change-of-mind return period.
Courier Damaged Parcel:
Sorry this is a rare problem but we understand how frustrating it is. To help us investigate why the parcel is damaged, please email us at returns@milla-saber.co.nz with your order number and the following photos:
Photos of the damaged Items
Photos of the packaging material used
Photos of the inner packaging
Photos of the outer packaging
You must notify us of the damage within 3 days of delivery so we can initiate a claim with our couriers.
Please keep ALL damaged items and the packaging as the couriers may need to recollect them for the claim.
What can't I return?
We do not offer returns or exchanges on sale items. Please be aware of this when we are running promotional events.
Several types of goods are EXEMPT from being returned:
SALE items
Gift cards
Shipping costs are NOT refunded unless the item is defective.