Clear agreements
How we work, from receipt to return
Your breast milk and personal keepsakes deserve clear agreements. This page explains in plain language what you can expect from Milksy and what we need from you.
Updated 11 September 2026
Your Milksy order
Four moments when you know what to expect
We keep your order identifiable and update you at the moments that matter.
Receipt and registration
When your milk arrives, we register, label and photograph it. We check the delivery temperature and store the batch separately and clearly identified.
Check before processing
We only process milk that has arrived in full and can be processed safely. If anything is unclear or the delivery differs from our instructions, we contact you first.
Processing and packaging
We process each order using fixed hygiene and process steps. We then portion, weigh and seal the end product in your chosen format.
Return or collection
We let you know as soon as your order is ready. We ship it using your chosen method or contact you to arrange collection.
Processing and express service
A clear period starting at the right moment
Processing starts once your complete order has been received and registered in a processable condition.
Standard processing
We process your order within a maximum of four weeks after complete, processable receipt. Carrier delivery time is outside this period.
Express service
Handover within seven days after complete, processable receipt, excluding delivery time. Your order receives priority during processing.
Updates along the way
We notify you when your milk has been registered, when processing starts and when the end product is ready for collection or shipment.
Delivery to Milksy
Choose the route that suits your family
Deliver breast milk fully frozen and securely sealed. Always follow the instructions for your chosen delivery method.
Drop it off
By appointment, you can deliver your milk to the Milksy drop-off point in Tilburg. We receive the order from you personally.
Have it collected
Our collection service operates in the Netherlands and Belgium. The price is based on the complete return route, with a €40 minimum.
Ship it chilled
Use the Milksy shipping box or your own suitable materials and follow the shipping instructions. Contact us before shipping if you are unsure.
Quantity, portions and storage
Matched to your milk and how you use it
Less than 1 litre
You may supply less than 1 litre. The 1-litre price of €50 always applies.
Small sachets
Choose a preference between 120 and 250 ml per sachet. The final portion may vary slightly because of the yield and personal water ratio of your batch. The actual contents are shown on every sachet.
Large pouches
We fill a maximum of 400 grams of powder per large pouch. A higher yield is divided across multiple pouches.
Storage after return
Unopened, undamaged packages have a four-year shelf life when the storage instructions are followed. Use a small sachet within one week of opening and a large pouch within one month.
Care and incidents
What happens if breast milk is lost, damaged or possibly mixed up?
Breast milk is personal and cannot be replaced. We therefore use clearly identifiable batches and explain what we do if something goes wrong or there is uncertainty.
Identifiable and separate
When milk arrives, we register, label and photograph it. Every order remains identifiable as its own batch and is stored and processed separately.
Stop and investigate immediately
If we suspect loss, damage or a mix-up, we stop the relevant processing. We secure the batch present, check the registration and document what happened.
We contact you personally
We inform you as soon as possible if an incident may affect your milk or order. We explain what we know, which checks are still underway and what next steps may be available.
A suitable solution
If your milk is lost, unusable or damaged, we consider your situation and the cause personally. We discuss remedial work, replacement of the paid service or another suitable solution. Your statutory rights always continue to apply.
Cancellation, returns and solutions
Tell us when something changes or is not right
Your options depend on the type of product and the stage of your order. We consider your situation personally and always respect your statutory rights.
Before processing
Want to cancel or change something? Contact us as soon as possible. There are often more options before personalised work has started.
Personalised products
Products made specifically with your material or to your choices cannot always be cancelled or returned after personalised production has started. We explain this before ordering.
Other products
Non-personalised products are generally subject to a 14-day cooling-off period after receipt. You may inspect the product as you would in a shop and return it with care.
A problem with your order
Is something damaged, missing or different from what was agreed? Contact us straight away, preferably with clear photos. We will work with you on a suitable solution.
Still have a question?
We would rather explain it once more
Unsure about delivery, processing time or what is possible in your situation? Contact us before shipping or ordering.