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Welcome to Dentelle Milace !
 
Spring summer 2016

We've unlimited flower collections

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FAQ ESHOP DENTELLEMILACE

MY ACCOUNT

On the welcome page, click on “My account", follow the steps on the screen and create your account. You can find the history of your orders, change your password and delivery addresses, manage your subscription to the newsletter and manage your returns by connecting to your client account. You can also create your client account during the order process.

The data you give Milace is neither transmitted nor sold to other companies.

On the welcome page, click on “My account and then on the heading “my personal information and addresses”.

To delete your client account, contact Milace customer service by using our contact form available here.

If you can’t connect, use the “forgot my password” function in the “My account” section, a new password will be sent to you. Then you can modify it in the “My account”, “My personal information” section. If the connection problem persists, contact Milace customer service.

MY PAYMENT

All transactions at the Milace Store are done in [Currency] . We accept payment using the following bank cards: Visa, American Express or Master Card.

We have chosen the CIC bank’s 100% secure payment solution. At the moment of payment, the lock symbol appears, indicating that your connection is encrypted and secured. The SSL encrypted technology guarantees that the information you supply during the bank transaction is secure. Once the payment has been validated, you will receive two e-mails: a confirmation of payment and then, a few minutes later, an e-mail confirming the order.

As the order is being validated, an authorization will be requested from your bank. If the bank refuses to honor it, we cannot treat your order. For more information, please contact Milace customer service through our Contact form by clicking here. You will quickly receive an e-mail saying that the transaction has been refused.

MY DELIVERY

We deliver to over 200 countries. You can see the list of countries here.

//Delivery costs are a flat rate of 15€ in France, 20€ in Europe and 50€ in other countries for all orders under 500€. For orders equal to or higher than 500€, delivery is free. Based on the delivery location, delivery takes from 2 to 5 working days after the package is shipped. To know more about delivery times and the countries we deliver to, consult our “Deliveries and returns” page.

Milace covers any customs costs and formalities. However, certain countries may be subjected to an increase on the bill. If additional costs apply to your order, this will be indicated during step 4 of your ordering process. A list of countries concerned by these regulations is available here All international packages may be subjected to local taxes when they arrive at their destination. The taxes to pay as well as allowances are determined by the authorities in the destination countries.

We ship by DHL. Deliveries are made from Monday to Friday from 8:00 AM to 6:00 PM. A delivery notice will be left if the addressee is absent. After 3 delivery attempts where the shipper will leave a delivery notice each time, the package will be held at DHL for 7 days. The package will only be turned over if someone signs the delivery slip.

As soon as your order has been shipped, you’ll receive a confirmation e-mail indicating the tracking number and a link to our shipper’s site.

Your personal space will allow you to record numerous addresses for different deliveries and select the one best for you each time. You can also indicate a new address during step 3 of the ordering process.

If you haven’t received your package in the anticipated delivery time, we suggest you consult the order’s status in your personal space and follow the delivery using the tracking number supplied in the shipping confirmation e-mail. In case of a problem, contact Milace customer service by using our Contact form by clicking here.

If you notice that the package was damaged during delivery, we suggest you explain this in writing on the delivery slip, sign it and contact DHL. We then invite you to contact Milace customer service e-mail by clicking here within 48 hours from when you receive the order. Together we will find the best solution to your problem. Beyond this period, the shipper cannot be held responsible for any damage to the package.

We invite you to contact Milace customer service e-mail by clicking here within 48 hours following the receipt of your order.

We invite you to contact Milace customer service e-mail by clicking here within 48 hours following the receipt of your order.

OUR PRODUCTS

All products that represent the extensive skills of Milace are available in the Store. Among the items you will find include Leavers, Chantilly and Guipures laces, Bobbinet tulles, embellished or re-embroidered laces and tulles plus all widths of trims. To know more about Milace’s extensive know-how and collections, we invite you to discover them by clicking here.

We suggest you contact Milace customer service by e-mail using the form here and indicate the product reference you are looking for.

MY ORDER

To order at Milace, you must create a client account that will let you store your delivery and billing instructions for other orders and eventual returns.

You can order all the references available on this site. For that, all you need to do is create an account.

As a business professional, you can order from our site. For professionals with an EU business, a European Union VAT number will be requested when you create your personal space.

Filters and selection tools will allow you to refine your choices on the site. However if you want personalized advice, we are available to help you by e-mail (form link).
Once you have selected your products it is simple to order: just go to the Cart page, follow the instructions and order in 5 steps:

  1. 1. Summary of cart contents
  2. 2. Creation of account or registration
  3. 3. Delivery address
  4. 4. Shipping charges
  5. 5. Payment

If you wish to order large quantities (over 50 meters), you can contact us by e-mai. Our sales office will contact you as soon as possible.

If you are a professional, you can resell the textiles you order from the Store. However, if you are a private individual, you are not authorized to resell fabric lengths bought at the Milace Store.

Most of the laces and tulles are available by the meter. But certain re-embroidered or embellished items are sold by complete cuts to maintain their aesthetic integrity. The length of a piece varies between 2.5 meters and 5.0 meters. The lengths available are indicated on the page for each item. A cut sold by the meter requires the extra step of adding an edging. This means there will be a small extra charge if you select this option. If you notice a difference of a few centimeters in the fabric when you receive it, this is because of its handcrafted manufacturing process. To know more about this variation, see the section “The length of my cut does not match my order, why?”

As long as you haven’t received an e-mail confirmation that your order was shipped, you can contact us by e-mail using the contact form by selecting as object “my order”. We will help you modify your order.

As soon as your order has been validated, you’ll receive an order confirmation by e-mail.

Orders are treated and shipped in 2 to 3 working days from the day the order has been received. For orders that do not include individual cuts, this delivery time is generally shorter.

To find out the status of your order, connect to your personal space where you can see all your orders and their progression. The order statuses are:

  1. - “Payment accepted”: your order has been confirmed. - “In preparation”: your order is being prepared by our team.
  2. - “Shipped”: your order has been picked up by the shipper.
  3. - “Delivered”: your order has been delivered to the delivery address you gave us.

You can see your bill in your personal space. It will be available as soon as the order has been shipped.

If you notice a difference of a few centimeters in the fabric cut you’ve received, this is normal. The variation is because of its handcrafted manufacturing process. It can vary up to 5% more or less in relation to the length indicated.

If a product you added to your wish list is not available, you can write us in the Contact section and indicate the reference number you’re interested in. We will inform you of its future availability.

We invite you to contact Milace customer service by the Contact section and mark “Technical question” as your object.

You can group shipping charges for orders placed on the same day. For this, contact us by e-mail in the Contact section by selecting “my order” as the object. We will help you modify your order.

MY RETURNS

To return an article if you are a private individual, you must first download the return form here and then, once identified, return to our Contact page. You can then select the “Return a product” object and attach the completed form to your request.

Private individuals have the right to return their order within 14 working days following its delivery date. The articles returned will be reimbursed.

We will cover the shipping costs for return requests that meet one of the following conditions:

  1. - Milace made an error when it prepared your order
  2. - The package arrived damaged


Once your request to return an item has been validated, you will receive a prepaid DHL label by e-mail to stick on the package and a return authorization slip to put inside. However, if you are a private individual and you wish to return your package for another reason other than those explained above, you have 14 days to return it. You are responsible for the shipping costs.

After your return package has been received and validated, the reimbursement will be done in 30 working days and you will receive an e-mail confirming the reimbursement.

In order to know the status of your return please contact our customer service via the Contact form.

Your return might be refused for two reasons: - It was returned after the deadline date (more than 14 working days) - The return was not compliant with our indications since all products must be returned in their original state and packaging. - Incomplete, damaged, or soiled products cannot be returned. Contact our Customer Service e-mail by using the contact form for more information.

//NO NO If you wish to make an exchange, you must return the item first for reimbursement and then place a new order. The shipping costs will be your responsibility.