Returns & Refund Policy
Effective date: 6 September 2026
At Millow Closet, we want you to love every step you take in our footwear. If for any reason you are not completely satisfied, we offer a straightforward return and exchange policy.
🔄 Returns & Exchanges are redeemable within 72 hours of delivery.
Please inspect your item immediately upon arrival. Requests made after 72 hours will not be accepted.
👟 Important: When trying on your shoes, please wear clean socks and step only on a clean surface (like a carpet or a towel).
This ensures your shoes remain in new, unworn condition so they can be accepted for exchange. We reserve the right to decline returns if shoes show signs of wear, dirt, or damage.
Eligibility for Returns & Exchanges
- Timeframe: You have 72 hours from the date of delivery to request a return or exchange.
- Condition: Items must be unworn, undamaged, and in their original packaging with all tags attached.
- Footwear must be tried on with clean socks on a clean surface to maintain “as new” condition.
- Proof of purchase: Order number or receipt is required for all returns and exchanges.
How to Initiate a Return or Exchange
- Contact our support team within 72 hours of delivery at info@millowcloset.com or via WhatsApp at 0783 063 579 / 0795 853 859.
- Provide your order number and the reason for the return or exchange.
- We will provide you with return instructions and the address for sending the item back.
- Pack the item securely in its original packaging. Please include a note with your order number.
🔁 Exchanges
If you need a different size or style, we will process the exchange upon receiving and inspecting your returned item. You will be notified once the exchange is on its way.
💰 Refunds
Refunds are processed to the original payment method once the return is approved. Please allow up to 5 business days for the refund to reflect.
Non-Returnable Items
- Items that have been worn outside, damaged, or altered.
- Items with dirt, scuffs, or signs of use (including sole markings).
- Items returned beyond the 72-hour window.
- Final sale or clearance items (marked as “Final Sale”).
Return Shipping
- Return shipping costs are the responsibility of the customer unless the item was defective or we made an error with your order.
- We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
- Millow Closet is not responsible for items lost or damaged during return shipping.
Refund Processing
- Once we receive and inspect your return, we will notify you of the approval status.
- If approved, the refund will be processed to your original payment method within 5 business days.
- Shipping fees are non-refundable unless the return is due to our error or a defective product.
📞 Get in Touch
For all return and exchange requests, please contact us via:
- ✉️ info@millowcloset.com
- 📞 0783 063 579 / 0795 853 859
- 📍 Dubai Merchant Mall, First Floor F25, Ronald Ngala Street, Nairobi