Terms & Conditions

This website www.milkandsugar.com.au is made available to you (herein known as “the Purchaser”) pursuant to these trading terms and conditions which are legally binding. These terms and conditions are laid out in full. Please read through these carefully before making any purchase from these websites. Your subsequent purchase will indicate your full acceptance of these terms and conditions. These terms and conditions may be modified from time to time and your continued use of these sites and any subsequent purchases made shall signify your agreement to be bound by any changes. These terms and conditions are in effect from 1/1/2019.

Milk & Sugar ® registered trademark.

All designs, content and photographic material are subject to copyright and are wholly owned by Milk & Sugar. No designs, content or photographic material represented on Milk & Sugar’s website may be used without prior written authorisation.

The purchaser will not use, copy or infringe on Milk & Sugar’s intellectual property. This means all intellectual property rights (whether created before, on or after the date of these Terms and Conditions and whether registered or unregistered) in respect of copyright, any patents, trademarks, logos, designs, software, domain names, business or trade names, together with marketing concepts and designs, product knowledge, training systems and materials, protection of confidential information.

Under no circumstances may the Purchaser on sell or resell any of Milk & Sugar’s items or goods on any website, third party online reselling channels, other retailers, private selling events or catalogue sales without written authorisation from Milk & Sugar.

The best way to contact us is either email or by using the live chat function on our website. This way, our friendly staff can assist and then email you through an order confirmation which you can complete at your convenience and which is 100% secure for all types of payment.

Yes we do! We have sample swatches available for all weave options. You can place a sample order online so you can see and feel them in your home before you buy. There is a small fee to process the sample order BUT when you post them back to us you are refunded in full, so it is a free service. Click here to view our range and start the process.

Of course. We are happy to offer a refund or credit note for all full priced items purchased on this website. In order to see our full returns policy and start the process, click here.

Milk & Sugar cannot guarantee and accepts no liability in regards to the availability of stock and the time frame involved in delivering any goods pursuant to the Purchaser’s order. Milk & Sugar reserves the right to cancel any order without notice.

Milk & Sugar will deliver to most Australian addresses. Our chosen carriers require the delivery to be signed for by the Purchaser, unless the purchasers have provided an ATL (Authority To Leave). Any risk will pass to the Purchaser and or any other person who signs for the receipt of the delivery.

Milk & Sugar cannot accept responsibility for delays in delivery due to unforeseen circumstances such as natural disaster, strike or transport complications. The Purchaser is responsible for providing accurate delivery instructions and address details in writing. If the nominated courier is unable to deliver the Purchaser’s order due to either incorrect information provided by the Purchaser, a re-delivery fee may apply. This fee will be charged to the Purchaser’s credit card.

To the extent permitted by law, Milk & Sugar shall not be liable for indirect or consequential losses or expenses suffered or incurred by the Purchaser in relation to the supply of goods. Milk & Sugar’s liability is limited only to the cost of supply or re-supply of goods in accordance with these terms.

Conditions, warranties and other provisions which apply to or in respect of goods under or by virtue of the Australian Consumer Law as amended from time to time or any other enactment of the Commonwealth of Australia, the State of Victoria or of any other place and which by that enactment cannot be excluded from these Terms and Conditions shall apply without restriction or modification. All other warranties, conditions and guarantees which would or may be implied (whether by statute law, trade usage or otherwise) into this account agreement (including, in particular, any which may in any way relate to quality or fitness for any particular purpose) are hereby expressly excluded from these Terms and Conditions.

This contract is made in the State of Victoria, Australia.

This site is for your personal use only. You may not, copy, distribute, transmit, display, modify, reproduce, publish, license, transfer, or sell any content, software, products, or services contained within this site. You may not use this site, or any of its content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own site.

This agreement supersedes any and all preceding agreements between the purchaser and Milk & Sugar.

We will accept payment for your purchase by either Visa®, MasterCard®, American Express®, PayPal® and Afterpay®.

All product and shipping prices quoted in Australian Dollars (AUD). All transactions are settled in AUD. Some credit providers may charge additional fees, please contact your credit provider for more information.

All purchases delivered within Australia incur the standard government Goods and Service Tax (GST). All prices listed at www.milkandsugar.com.au include GST.

Gift vouchers are valid for 12 months from the listed date of issue. They can be purchased and redeemed online at milkandsugar.com.au. Gift Vouchers are not valid for use at any independent Milk & Sugar stockists or any sales event organized by Milk & Sugar, they are only redeemable on this website. The voucher is valid for merchandise only and cannot be exchanged for cash. Any remaining balance of your voucher will be linked to your voucher code until redeemed. Vouchers may be spent in whole or in part. Remaining credit cannot be paid in cash.

Confirmation of your order will be sent to your email address. The email will reconfirm all delivery and shipping details. It is the purchaser’s responsibility to ensure that all information provided is accurate. We aim to ship within 1 to 2 business days however this may vary depending on demand at the time. Please contact us immediately should you need to make any changes to your order or if you require your order by a specific time. Once an order has been dispatched, no changes can be made.

Cancellation by Milk & Sugar
Milk & Sugar reserves the right to cancel any order at any time without notification.

Cancellation by Purchaser
We aim to ship online orders within one to two business days of the order being placed. Should you wish to cancel an order after payment has been accepted, please contact us immediately.

Unfortunately, we are unable to cancel an order once it has been dispatched. The order will then comply with our returns and exchange policy.

If the dispatch of an in stock item has been delayed at the customer's request, cancellation is not permitted after 2 business days from the purchase date.

The websites represent as accurate as possible representation of the product and its colour. Colour representation may vary due to computer image quality and screen settings. Milk & Sugar will not accept customer’s claims that a product is faulty if they feel that the colour isn’t a perfect match for how an item appears on their screen.

We are happy to offer a refund or credit note for most items purchased on this website. Returns fall into one of three categories and are subject to the following terms and conditions:

Full Priced Items

- To be returned within 14 days of delivery.

- Eligible for a credit note or refund.

Discounted Items

- These include items purchased during a short term promotion or sale but exclude items purchased from our SALE section.

- To be returned within 7 days of delivery.

- Eligible for a credit note only. 

Final Sale Items

- These are products purchased from our SALE section.

- Not eligible for returns or exchange - these sales are final. 

Return Conditions

To be eligible for a return, the items must be returned in their original condition, unused, with all tags, labels and packaging intact. As such, we recommend unpacking your items carefully and not disposing of packaging until you are sure you don't need to return an item.

Due to reasons concerning health and hygiene, we can only accept bedding items that have not been opened. We define opened as out of its original folded condition. 

It is the customer's responsibility to return 'change of mind' orders at their expense, including the initial delivery fee. Therefore, the refund or credit note amount will be the original purchase price minus all shipping costs Milk & Sugar have incurred.

After submitting an eligible return request and before an item is returned, our staff will confirm the final refund or credit note amount. 

For 'change of mind' returns, it is the customer's responsibility to ensure that the items are returned safely. Milk & Sugar is not liable for loss or damage of returned items, either by the customer's courier or ours. 

We are happy to assist with the collection of bulky items (furniture, rugs and mirrors). 

Upon receiving the goods in our warehouse, our team will inspect them to ensure they are in perfect condition. The refund or credit note will then be processed with 5 business days. 

Milk & Sugar reserve the right to reject any returned items that are not returned in their original condition. These items will be returned the the customer at their expense. 

To start the return process, CLICK HERE to navigate to our returns portal to submit your return request.   

Faulty & Damaged Items

In the unfortunate case that you have received an item that you believe to be faulty, please contact our customer service team within 7 days of receiving your order on info@milkandsugar.com.au and advise us on how we can assist you. Please provide a brief summary of the issue and please provide photos showing the issue if possible.

- Faulty items will be assessed by our team and we will repair, replace or refund on a case-by-case basis.

- We follow ACCC guidelines and reserve the right to repair an item if possible.

- Items that are deemed to be faulty and cannot be repaired will be refunded or replaced.

If you have received an item that has been damaged in transit, please email our Customer Service team at info@milkandsugar.com.au within 48 hours of the goods being delivered. Please provide photos that clearly shows the damage. 

In the unfortunate case that you have received an item that you believe to be faulty, or has arrived damaged please email our customer service team within 7 days of delivery at info@milkandsugar.com.au

Please provide a brief summary of the issue and provide clear photos showing the issue if possible.

- Faulty items will be assessed by our team and we will repair, replace or refund on a case-by-case basis.
- We follow ACCC guidelines and reserve the right to repair an item if possible.
- Items that are deemed to be faulty and cannot be repaired will be refunded or replaced.