Last updated: 31 August 2026

Every Miller is packed by hand, checked for thread and magnet tolerance, and shipped tracked. Below is exactly what to expect after you order, and what to do if something is wrong.

Processing Time

Orders placed before 14:00 CET on a business day are usually picked the same day; otherwise we process within 1–2 business days. You receive an order confirmation immediately and a separate dispatch email with a tracking link once the parcel leaves us. Orders placed on weekends and Dutch public holidays are processed on the next business day.

Delivery Times and Costs

Transit times are carrier estimates from the moment of dispatch, not guarantees, and exclude customs clearance. Exact shipping cost for your address is always shown before you pay. Express options, where available, appear at checkout.

Tracking and Delivery Problems

Tracking usually starts updating within 24 hours of dispatch. If tracking has not moved for five business days, or a parcel is marked delivered but you do not have it, email Info@hmasters.com or call/WhatsApp +34 600 660 280 with your order number and we will open a carrier investigation. Investigations can take up to 10 business days; once a parcel is confirmed lost we reship or refund at your choice. Incorrect or incomplete addresses are the most common cause of failed delivery — please double-check yours at checkout. If a parcel is returned to us because it was undeliverable or unclaimed, we refund the order minus the actual outbound shipping cost.

Customs, Duties and Taxes

EU orders include VAT and clear without further charges. Orders to the UK, Switzerland, Norway and outside Europe may attract import duty, VAT and a carrier handling fee, all payable by the recipient on arrival. We are legally required to declare the true value of the goods and cannot mark shipments as gifts or under-declare them. Refused parcels that return to us are refunded minus shipping and any duties charged to us.

Returns — 30 Days

You have 30 days from delivery to return a Product for a refund, which extends the 14-day EU right of withdrawal. To qualify, the Miller must be unused and free of residue, in its original packaging, with all components present. Start a return by emailing Info@hmasters.com or messaging +34 600 660 280 with your order number and reason; we reply with a return address and reference within two business days. Please do not send anything back before you have that reference.

Return shipping is at your cost and we recommend a tracked service — until the parcel reaches us it is your responsibility. If the item is faulty, damaged in transit or we sent the wrong product, we cover return shipping in full.

Refunds and Exchanges

We inspect returns within two business days of arrival and refund to your original payment method, always within 14 days of receipt. Bank processing usually adds a further 3–5 business days. We refund the product price plus original standard shipping where you withdraw from the whole order; express shipping upgrades are not refunded. A Product showing use, residue or avoidable damage may be refunded at a reduced amount reflecting the loss in value. For a different finish — Matte Black or Space Grey — the fastest route is a refund plus a new order, and we are happy to coordinate it so you are never out of pocket twice.

Damaged or Defective on Arrival

Contact us within 14 days of delivery with photographs of the item and the outer packaging. We arrange a free replacement or a full refund, including return shipping, and we do not ask you to wait for the carrier claim to close first.

Lifetime Warranty Claims

Beyond the return window, the lifetime warranty covers manufacturing and material defects — threading, magnets, tooth geometry and anodising failures — for the original purchaser. It does not cover normal wear, cosmetic marks, loss, drops, aggressive solvents, dishwasher cleaning or modification. Email your order number and photographs and we will repair, replace or refund at our discretion. See our Terms & Conditions for the full wording.

Order Changes and Cancellation

Need to change an address or cancel? Email us as soon as possible. Before dispatch we can amend almost anything; once the parcel is scanned by the carrier we have to wait for delivery and handle it as a return.