Shipping, Returns & Warranty
Free over $75. Sixty nights to change your mind. Repairs for life.
Everything about getting a Miles order to you, and what happens if you want to send it back.
1. Shipping
- Free standard shipping on orders over $75. Below that, standard shipping is $6.90.
- Express is $18.50 and is offered at checkout where the carrier supports it.
- Orders placed before 14:00 local warehouse time on a working day ship the same day. We ship from Rotterdam (EU, UK, rest of world) and Newark (US, Canada).
- Every shipment is carbon-neutral: we pay for verified removals, not offsets, and the certificate reference is on your dispatch email.
Typical transit times
| Destination | Standard | Express |
|---|---|---|
| Netherlands, Belgium, Germany | 1–2 working days | Next working day |
| Rest of EU | 2–4 working days | 1–2 working days |
| United Kingdom | 2–4 working days | 1–2 working days |
| United States, Canada | 2–5 working days | 1–2 working days |
| Australia, New Zealand, Japan, Singapore | 5–9 working days | 3–4 working days |
2. Duties and taxes
We ship Delivered Duty Paid to all 41 countries we serve. Duty and import VAT are calculated and collected at checkout, so the carrier will not ask you for anything on the doorstep. If you are ever billed on delivery, send us the notice and we reimburse it.
3. The 60-night trial
Travel with it properly. If it is not right, tell us within 60 nights of delivery and we will collect it and refund you in full.
- Returns are free from every country we ship to. We email you a prepaid label and book a pickup.
- You do not need the original box, and you do not need to clean it. Scuffs, stickers and airport grime are expected.
- Refunds go back to the original payment method within five working days of the item reaching our warehouse.
- Exchanges ship as soon as the return scans with the carrier — you do not wait for it to arrive.
Not covered: gift cards, and items modified or damaged beyond normal use. Third-party brands we stock follow their own maker’s return window, shown on the product page.
4. Lifetime repairs
On products Miles designs — Meridian, Transit, Voltline and Redeye — we repair wheels, handles, zips and shell cracks for as long as you own the item, free, including return postage. We repair first and replace only when a repair is not possible.
Not covered: airline handling damage that the carrier is liable for (we will give you the documentation to claim), cosmetic wear, and loss or theft.
Start a claim with a photo at [email protected]. Median turnaround last quarter was nine days door to door.
5. A note on batteries
Power banks ship by ground or on approved air lanes and cannot be expedited to every destination — checkout will tell you if express is unavailable. The Voltline 20K is rated at 74Wh, under the 100Wh cabin limit, and the rating is printed on the case for security checks. Never check a power bank into the hold.
6. Tracking and problems
Tracking goes out the moment the label scans. If a parcel is marked delivered but is not with you, contact us within 14 days and we will open a carrier investigation and replace or refund where loss is confirmed.