Terms & Conditions
Last updated: 27 July 2026
These Terms & Conditions ("Terms") govern your use of dearmiloshop.com and your purchase of products from Dear Milo. By placing an order or using the Site, you agree to these Terms.
- Trading as: Dear Milo
- Contact: [email protected]
1. Definitions
- "You" / "Customer" — the person placing the order.
- "Product" — a custom garment or related item made to your order, whether embroidered or printed.
- "Pet Photo" — any image you upload to generate a design.
- "AI Preview" — the digital mockup we generate from your Pet Photo.
- "Personalised Goods" — Products made to your specifications (Consumer Contracts Regulations 2013, Reg 28(1)(b)).
2. Eligibility
You must be at least 18 years old and able to enter into a legally binding contract to place an order. By ordering, you confirm that you meet this requirement.
2a. The contract
The contract is formed when we send you an order confirmation email, not when you click "Pay". We may decline an order at our discretion before that point. If we decline, we'll refund you in full within 7 days.
3. Pricing and payment
All prices are in GBP, inclusive of VAT where applicable. Shipping is calculated at checkout. Payment is taken in full via Stripe. We accept Visa, Mastercard, Amex, Apple Pay, Google Pay. We never see or store your full card number.
4. Personalisation — critical info
Dear Milo orders cannot be cancelled. Every product is custom-made based on the Pet Photo you upload. Under the Consumer Contracts Regulations 2013, Regulation 28(1)(b), personalised goods are exempt from the standard 14-day right to cancel.
This means Dear Milo orders cannot be cancelled or refunded for a change of mind, at any time — including before production starts. Please only place an order if you intend to keep it.
This section does not affect your statutory rights for faulty, damaged, or incorrectly produced items — see section 8 and our Refunds & Returns Policy.
4a. Acknowledgement at checkout
The checkout page states this clearly before you pay. By proceeding to payment, you confirm your size and acknowledge that your order is custom-made and cannot be cancelled or refunded for a change of mind.
5. Pet photos and the licence you grant us
When you upload a Pet Photo, you confirm you own or have permission to use it, it does not infringe anyone's rights, and it does not contain unlawful or obscene content.
You grant Dear Milo a non-exclusive, worldwide, royalty-free licence to use the Pet Photo strictly to produce your order. Depending on the product, this includes sending it to a third-party AI image-generation provider (to generate the design) and to our fulfilment partners (who receive it via a time-limited secure link for printed items). This licence ends 90 days after fulfilment.
5a. Using your photo and design in our marketing
By placing an order (clicking "continue to payment"), you also grant us a non-exclusive, royalty-free licence to use your Pet Photo and the resulting design in our own marketing and social media. This is optional for you: you can opt out at any time — before or after your order — by emailing [email protected], and we'll stop using it in new marketing within 30 days.
6. The AI Preview and AI-generated content
The artwork shown before checkout is generated by AI and is indicative. The final embroidered or printed product may differ slightly. If you receive a product that is materially different from a reasonable interpretation of the AI Preview (wrong pet, wrong colour, garbled), section 8 applies.
More broadly, most of our imagery — product photos, mockups, and marketing and social-media creative across all channels — is AI-generated and illustrative only. It does not form part of this contract or any product specification. Full detail is on our AI Transparency page.
6a. Reviews and testimonials
Reviews and testimonials we publish come from real people who have used our products and are never AI-generated. See our AI Transparency page.
7. Shipping & delivery
See our Shipping Policy for lead times, delivery windows, and cost. Risk in the goods passes to you on delivery. If your parcel is lost or damaged in transit, contact us within 30 days of dispatch.
8. Refunds, returns, faulty goods
See our Refunds & Returns Policy. Faulty, damaged, or wrong items: full refund or replacement at no cost, under the Consumer Rights Act 2015. We do not refund for sizing issues unless the garment deviates materially from our published size chart.
9. Intellectual property
All Site content (other than your Pet Photos) is owned by Dear Milo or licensed to us. The design generated from your Pet Photo is a collaboration — you provide the source photo; we generate the design. We grant you a personal, non-commercial licence to use the design on the product you bought.
10. Acceptable use
You agree not to use the Site for fraud or unlawful purposes, upload offensive or infringing content, scrape or attack the Site, or resell our products commercially without permission.
11. Liability
Nothing in these Terms excludes our liability for death or personal injury caused by our negligence, fraud, or any liability that can't be excluded under UK law. Subject to that, our total liability is limited to the amount you paid for the relevant order.
12. Force majeure
We won't be in breach if our performance is delayed by an event beyond our reasonable control. We'll notify you promptly and offer a refund if the delay is material.
13. Governing law
These Terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the courts of England and Wales. If you live elsewhere in the UK or in the EU, you keep the benefit of any mandatory consumer-protection rules of your home country.
13a. Complaints & dispute resolution
If something goes wrong, please email [email protected] first — we aim to resolve most issues within 5 business days. If we can't resolve it between us, you may be entitled to refer the dispute to alternative dispute resolution (ADR). You can also raise a consumer complaint through your local Trading Standards / Citizens Advice consumer service (UK) or your national consumer authority (EU).