FAQs

Orders and payments

How can I place an order?

Select a product, choose the available options and add it to your cart. Before completing your purchase, you can review the order summary, delivery address, shipping costs and available payment methods.

Which payment methods do you accept?

The current payment methods available to you are displayed directly at checkout. All transactions are processed through secure payment systems.

How will I know that my order has been confirmed?

After completing your purchase, you will receive a confirmation email at the address provided during checkout. If you cannot find it, please also check your spam folder.

Can I change or cancel an order?

Email us as soon as possible at contact@edhenmilano.com and include your order number. We will do our best to help, but we cannot guarantee changes or cancellations once preparation or shipping has begun.

Size and fit

How do I choose the right size?

Please consult the size guide and the information provided on the product page. If you need assistance, email contact@edhenmilano.com and tell us which model you are considering and the size you usually wear.

How do RIVIERA models fit?

RIVIERA models fit one size larger than your usual size. We therefore recommend choosing one size smaller than the size you normally wear.

Shipping

How much does shipping cost?

Shipping costs are calculated and displayed at checkout before you confirm your order. Deliveries outside the European Union may be subject to customs duties, taxes or local charges payable by the recipient, unless otherwise stated at checkout.

How long will delivery take?

Estimated delivery times depend on the destination and product availability. Once your order has been handed to the courier, you will receive an email with the available tracking information. Delivery times are estimates and may be affected by circumstances beyond Edhèn Milano’s control.

How can I track my shipment?

Use the tracking link in your shipping confirmation email. If the link is not yet active, please allow a few hours for the courier’s system to update.

What should I do if my parcel arrives damaged or an item is missing?

Please contact us promptly at contact@edhenmilano.com, including your order number and clear photographs of the parcel, shipping label and item received. We will review the case and assist you.

Returns, withdrawal and faulty products

Can I return an online purchase?

If you are purchasing as a consumer, you may exercise your right of withdrawal within 14 days of delivery without giving a reason, subject to the exceptions provided by law. Before returning an item, please read the instructions and applicable conditions in our Terms and Conditions of Sale and send your request to contact@edhenmilano.com.

Are any products excluded from the right of withdrawal?

The right of withdrawal may be excluded in the cases provided by law, including goods made to the consumer’s specifications or clearly personalised. Please read our Terms and Conditions of Sale for details.

Who pays the return shipping costs?

Unless otherwise stated, and except in cases involving non-conforming products, the direct cost of returning an item is borne by the customer. Full instructions are available in our Terms and Conditions of Sale.

What if the product is faulty or does not conform to the order?

Products purchased by consumers are covered by the statutory guarantee of conformity under applicable law. Email contact@edhenmilano.com with a description of the issue and photographs. We will explain how to proceed without affecting your statutory rights.

Pre-orders

What does “pre-order” mean?

A pre-order item can be purchased before it is available for immediate dispatch. The estimated availability or delivery period is shown on the product page or in the order confirmation and may be subject to change.

If I purchase available and pre-order items together, when will they be shipped?

Your order may be shipped once all items are available, unless otherwise stated. If you need the available items to be shipped separately, please contact us before placing your order.

Privacy and customer care

How is my personal data processed?

Personal data is processed as described in our Privacy Policy. You can also change your cookie choices at any time through the “Cookie preferences” link in the footer.

How can I contact you?

For assistance with orders, products, sizing, shipping or returns, email contact@edhenmilano.com. To help us assist you more quickly, please include your order number whenever available.