Help FAQs

About Miilo

Miilo is an independent fashion and embroidery studio based in Tallinn, Estonia. We create clothing that brings together design and embroidery, with a focus on pieces that feel distinctive, expressive and personal.
Alongside our own designs, we offer custom embroidery services that allow you to transform your ideas, artwork and personal designs into something you can wear.

Creativity, individuality and craftsmanship are at the heart of Miilo, as well as environment, sustainability and ethics.
We believe fashion should leave room for personality and self-expression while acting towards a greener future. Rather than creating pieces simply to follow trends, we focus on thoughtful designs and embroidery that give each garment its own identity and that will last.
Our custom service takes this philosophy further, giving you the opportunity to become part of the creative process and transform something meaningful to you into a wearable piece.

Miilo holds onto a simple vision: make fashion consumption better — and our mission is to help build it. We're reshaping fashion into a more conscious, inclusive culture, where clothing is chosen with intention and worn as a reflection of who you are. We believe in savoir-faire, creativity, fairness, and doing things differently — for people, for the planet, and for you. We don't claim to have it all figured out, but we design every piece with care, quality, and meaning — because you should feel confident in your clothes, without compromise.

Miilo is committed to more responsible fashion through certified organic and recycled materials, ethical sourcing, local and transparent supply chains, waste reduction, and lasting quality. We carefully choose our partners and continuously improve our practices, while keeping people, craftsmanship, and environmental responsibility at the heart of what we do. And it doesn't stop there, we already plan engaging in environmental actions, and giving our community the chance to do it. Stay tuned for more updates!

We’re happy to help with questions about your order, delivery, returns, products or custom projects.
You can contact our customer support team through the contact form on our contact page or at support@miilostudio.com.
When contacting us about an existing order, please include your order number and any relevant information so we can assist you as efficiently as possible.
You can also submit your custom-made request via the custom-made form.

Products & Sizes

You will find the details of the garment measures on every product page, in the section "Product details" "Garment size and fit". Choose the size depending on the fit, your usual size and the provided measures. If you’re unsure which size to choose, contact us and we’ll be happy to help.

Finding the perfect fit can sometimes be challenging. To help you choose the right fit and sizes, we have created this Size&Fit guide - we hope it is useful :).

Not necessarily. The fit can vary depending on the garment’s cut, fabric and design. We provide individual sizing and fit information for every product, make sure to check the Product details on the product page before placing an order.

We use organic cotton and recycled materials, carefully selecting garments that combine quality, comfort, and durability. We choose materials backed by recognised certifications such as GOTS, GRS, and STANDARD 100 by OEKO-TEX®, supporting more responsible production from sourcing to finished garment. We select our garments with the comfort of our customers in mind, the production impact on the planet, our ethics and values and our future goals. Nothing should be left to chance.

Care instructions vary depending on the fabric and embroidery. Always follow the care label provided with your garment. Generally speaking, we recommend gentle wash with low temperatures, air-dry and flat drying away from direct sunlight, steam as a gentle alternative to iron, or otherwise ironing inside out with low to medium temperature and storing the garment folded in a cool, dry place. On the product page, you will find care instructions under the section "Product details" and "Care Instructions". You can also find general information regarding clothing care in our guide "Care Instructions".

Fabric distortion is always a risk on a garment, but it highly depends on how it has been taken care of. At Miilo, our t-shirts, hoodies, sweatshirts have been prewashed for you, ensuring no bad surprises. We select high quality material that help prevent the fabric from shrinking or distorting. Properly taking care of the garment when washing, drying, ironing or storing will also prevent most damages that could occur otherwise.

Selected pieces may be restocked depending on availability and demand. As some of our designs are produced in limited quantities, we cannot guarantee that every sold-out item will return. Subscribe to our newsletter to stay updated on new products, restocks, end of collections, and so much more!

We make every effort to represent the colours of our garments as accurately as possible. However, differences in lighting and resolution on different screens may affect the perception of the color, texture, finishing and material of the products compared to the actual color and material.

Embroidery

The embroidery process starts with inspiration and designing unique embroidery pieces that will complement the garment. All our designs are created and drawn by hand, from scratch. We do not copy or use AI, and we are proud of it! Once designed, the piece is embroidered on the garment in our studio. Attention is given to details such as stitch density, placement, scale and colour to achieve a refined finish.

Yes. Embroidery is designed to become part of the garment rather than simply sitting on its surface. With appropriate care, embroidered details can maintain their appearance for decades, helping your garment become a lasting and meaningful piece of your wardrobe. Following the garment’s care instructions is important for preserving both the fabric and embroidery.

Every design is embroidered on the garment by hand - meaning we manually size, place, and embroider the design. Therefore, small variations may occur between embroidered pieces due to the nature of garment construction, fabric and the embroidery process. These subtle differences are normal and give each piece its own individual character. That said, we always make sure that the quality and aesthetics of the garment meet our standards, and that the product correspond to your purchase.

High-quality embroidery is highly durable, and will last longer than other decoration, such as print, but improper washing, excessive heat, friction or harsh chemicals can affect both the threads and garment over time. We recommend following the instructions provided and give your piece of clothing the care it deserves.

For selected pieces, alternative embroidery colours may be available through our custom service. Contact us with the product and colour combination you have in mind, and we’ll let you know what is possible.

Custom & Personal Designs

Yes, we do :). Our custom service allows you to create a more personal piece based on your own idea, artwork or concept. You can request a custom-made service through this form, whether it is a personal project,company products or merchandise.
Each request is reviewed individually and discussed to determine what is possible and how we can best translate your idea into a finished garment. Good news - the first consultation to discuss your custom project is free!

Absolutely. Depending on the artwork and level of detail, we can transform personal designs into embroidery suitable for a garment.
Before production, we review the design to make sure it can be translated effectively into embroidery and advise you of any adjustments that may be necessary. No projects go to production before getting your approval and reviews!

You can submit illustrations, digital artwork, sketches, lettering, logos or other original concepts. We can work from an existing file, as it is, or design the embroidery from scratch! We will always do our best to bring your vision to life.

We would be thrilled to help you. Your idea doesn’t necessarily need to arrive as finished artwork. Depending on the project, we may be able to help refine your concept and prepare it for embroidery.
Tell us as much as possible about what you envision, including references, placement, colours, size and any details that are important to you and we'll go from there.

Some photographs can be interpreted as embroidered artwork, but embroidery works differently from printing and cannot reproduce every photographic detail exactly, and we are transparent about what can and cannot work.
We’ll review your image and determine whether it can be adapted into an embroidery design while preserving the most important elements of the original. We are able to propose different art styles to give you even more authentic and unique touch.

Yes. For custom pieces, placement can usually be discussed as part of the design process. Depending on the garment, options may include the chest, back, sleeves or other suitable areas.
Certain placements may not be technically possible because of seams, garment construction or embroidery size.

Yes. Size and color can be customised. We’ll work within the technical limitations of the garment and embroidery process to achieve the best possible result.

Yes. We provide a digital preview/mock-up for approval before the final piece enters production.
Please review your preview carefully, including spelling, colours, placement and other details, as production will be based on the approved design.

During the drafting stage of the project, it is possible to ask for minor changes on the mockup. The quoted project price includes up to two (2) rounds of reasonable revisions unless otherwise agreed. Additional revisions, or major changes from the initial agreed project, substantial design changes, or changes requested after approval may incur additional fees. To know more, please visit our Custom-made Policy.

Yes, but we can work around. Some designs may contain details that are too small or complex to translate effectively into embroidery. We may suggest simplifying or adjusting certain elements to achieve a better result.
We also reserve the right to decline designs that infringe intellectual property rights or contain content we are unable to produce.

You should only submit artwork that you created yourself or have permission to use.We cannot reproduce copyrighted or trademarked artwork without appropriate authorisation. By submitting a design, you confirm that you have the necessary rights or permission to use it.

Sure thing! We work on a variety of projects for businesses, associations, and individuals. Never hesitate to reach out to discuss your needs and the scope of your projects. We can discuss larger custom projects for brands, businesses, creative projects, teams and events.

Custom pricing depends on several factors, including the garment, embroidery size, design complexity, number of colours, placement and any additional design work required. Once we understand your request, we’ll provide you with a detailed personalised quote.

Custom pieces require additional time for design preparation, approval and production and depend on many factors such as scope, volume, specificities etc. Both parties need to be responsive. Simple projects can be made in a week while more complex projects may require additional time. This is why we always ask you about the deadline and try our best to match your schedule, make sure everything is planned beforehand. We’ll discuss the project timeframe together and provide an estimate when reviewing your request.

Because custom-made and personalised pieces are created specifically for you, we are unable to offer exchanges or returns. If your piece arrives damaged, defective or different from the design you approved, please contact us. We’ll review the issue and work with you to find an appropriate solution.
That said, regular check and approval during the creation and production of your garment is specificaly made to ensure your full satisfaction once you receive the piece of clothing.

Orders & Payments

Once your order has been successfully placed, you’ll receive an order confirmation by email with your order details. The email should be sent shortly after the order is placed, however delay can occur.
If you don’t see it in your inbox, please check your spam or junk folder before contacting us.

We begin preparing orders as soon as possible, so changes or cancellations cannot always be guaranteed. If you need to make a change, please contact us as soon as possible and we’ll do our best to assist you.
For custom-made or personalised pieces, changes may not be possible once the Customer has approved the project, and if the design or production process has begun. In case of major changes in the design or garment, Miilo reserves the right to modify the initial quotation of the project, deducting the amount already paid, if any. You can read more about custom-made policy here.

If your order has not yet been dispatched, we may be able to update your delivery address. Please contact us as soon as possible with your order number and the correct address.
Once an order has been dispatched, we cannot guarantee that the delivery address can be changed. In case of a return of the package due to the Customer (for example, incorrect address, failure to claim the package from the post office), the Customer bear the associated costs (storage fees and/or reshipment costs).

We accept debit cards (Mastercard, Visa, and American Express), google pay, apple pay as payment means. All available payment options will be displayed securely at checkout.

Discounts, gift cards and member program

Unless otherwise stated, only one promotional or discount code can be applied per order. Discount codes cannot usually be combined with other promotions or offers.

There may be several reasons why a discount code isn't being accepted. The code may have already been used, may not be valid for the products in your cart, or may not be combinable with another promotion or offer.Please also note that promotional codes cannot be used on personalised products. If you believe your code should be valid but are still experiencing an issue, please contact our customer support team before completing your order.

Miilo offers digital gift cards that can be used for eligible products and services, including clothing and custom projects and loaded with a pre-set amount. Gift cards are delivered by email, are valid for 12 months from the date of purchase, and any remaining balance can be used on future purchases until the card expires.

Simply enter the code of the discount or the card in the discount section on the summary check out page. The discounts will be automatically applied on the cart amount.

Our members are special and we want them to know it! We have a membership program that includes perks, rewards and special discounts. To enter the program, simply subscribe to our newsletter.

Shipping & Delivery

We primarily ship within Estonia, as our domestic market and working towards opening new markets soon. Please note that we cannot ship to countries prohibited by applicable export laws and regulations, and orders cannot be delivered to P.O. boxes or similar addresses. Available delivery options for your destination will be shown during checkout.

International shipping availability may vary and will depend on eligible destinations. In case of international shipping, package may be opened and inspected by customs authorities and may be subject to import taxes to be paid upon receipt of the order or later. The customer bears the cost of these additional taxes. Miilo has no control over these taxes nor their amounts.

Shipping costs depend on your delivery location, the volume of the shipment and the shipping method you select. The applicable delivery charge, together with any related shipping fees, will be clearly displayed in your cart before you confirm and pay for your order. In some cases (returns, mistakes in the provided address...) some additional costs may be borne by the customer.

For deliveries within Estonia, orders generally arrive within 3–7 business days. For deliveries outside Estonia, delivery generally takes from 5 business days to 3–4 weeks. In exceptional cases, international delivery may take up to 45 calendar days.
Please note that these timeframes are estimates rather than guaranteed delivery dates. Providing complete and accurate delivery information will also help prevent unnecessary delays.

Once your order has been shipped, we’ll send you an email with your shipping status and tracking number.
You can use the tracking information provided to follow the progress of your parcel. If you encounter any difficulties tracking your parcel, please contact us or our shipping partner directly.

International orders may be inspected by customs authorities and may be subject to customs duties, import taxes or other charges depending on the destination country.
Any applicable customs duties or import taxes are the responsibility of the customer and may need to be paid upon delivery or at a later date.
These charges are determined by the relevant authorities, so Miilo cannot control or predict their amount.

If your parcel has not arrived within the expected delivery timeframe, please first check the tracking information provided in your shipping confirmation.
If the tracking information does not provide an answer or you believe your parcel may be lost, please contact our customer support team with your order details so we can review the situation.
If your package arrives visibly damaged or products are missing, you may refuse the package or report the issue to the carrier. Please, check our delivery and return terms for more information and in such case, please inform Miilo immediately so we can assist you with the appropriate procedure.

Returns, Exchanges & Refunds

Eligible products may be returned or exchanged within 14 days of receipt. For international orders, a refund may be requested within 30 days from the date of receipt, subject to our General Conditions of Sale.
To qualify for a return or exchange, the item must be returned in the same condition in which you received it. It must not have been worn, washed, used, altered or damaged and must include its original tags, labels, accessories and packaging, together with proof of purchase.
Please note that personalised, custom-made and made-to-order products cannot be returned, refunded or exchanged, unless otherwise indicated in the custom-made policy or required by applicable law.

Please contact us to request a return or exchange within the applicable return period. Returned products must be unworn, unwashed, unused, unaltered and undamaged, with all original tags, labels, accessories and packaging, together with proof of purchase.
Once we receive your return, the item will be inspected before the return, refund or exchange is approved. Unless Miilo is responsible for the reason for the return, the cost of returning the item is the customer's responsibility.

Eligible exchanges are subject to stock availability. If the desired item is not available, the Seller can propose an alternative product or a refund to the customer.
Unless Miilo is responsible for the reason for the return, the cost of returning the item is the customer's responsibility. Personalised, custom-made and made-to-order products are not eligible for exchange.

Once we receive and inspect your returned item and your refund is approved, your refund will be issued using the original payment method within 14 days. We may wait to issue the refund until we have received the returned product or you have provided evidence that the item has been returned. Where applicable, you may also have the option to receive the value of your order through a Miilo Gift Card.

Please contact us as soon as possible if your order arrives damaged, defective or if you receive the wrong item.
Your claim should be submitted in writing and include:
- Your name and contact details
- The date of your claim
- A description of the issue or defect
- Proof of purchase
We may also ask you to provide photographs or other information that helps us assess the issue.
Where Miilo is responsible for a defect or non-conformity, we will repair or replace the product where appropriate. If the product cannot be repaired or replaced, a refund will be issued in accordance with our General Conditions of Sale.