FAQs & Contact

The answer to your question can probably be found in the following FAQ 👍

Order

How can I know that my order has been confirmed?

No order confirmation e-mail?

At Milona, we send you an email as soon as your payment is confirmed. If you have not received this confirmation email, there may be several reasons for this delay:

1. The email is in your spam or junk mail folder.

  • Check this folder, especially if you use an @orange.fr, @sfr.fr, @hotmail.fr, @hotmail.com, @icloud.com, or @outlook.com email address, where our emails may sometimes be blocked.

2. A small mistake in the email address

3. Order placed with Apple Pay

  • If you used Apple Pay, the confirmation email is sent to the address linked to your Apple account, often an @icloud.com address. Be sure to check it!

What should you do if you still cannot find your email?

Don't worry, we're here to help! Contact our team, who will be happy to locate your order. If you don't have your order number, please provide us with the following information:

  • First and last name
  • Zip code
  • Date and time of order
  • Order amount

To contact us, click here or write to us at contact@milona-paris.com.

Order tracking

Once your package has been shipped, you will receive a second email with all the information you need to track your order. All you have to do now is relax and look forward to receiving your new Milona jewelry!

Made a mistake in your email address?

We can change the email address associated with your order and resend confirmation and shipping emails. Simply contact our customer service department, either via the contact form (click here) or by sending an email to the following address: contact@milona-paris.com

Please note that if your order has already been shipped, the carrier will not be aware of the change of address and you will not receive any tracking information from them. Of course, you can always track your order on our website (click here).

Need to Change or Cancel Your Order?

You have until 11 p.m. Paris time on the day of your order to contact us.

How do I request a change or cancellation?

If you wish to make a change to your order or cancel it, please contact us as soon as possible at contact@milona-paris.com, quoting your order number.

⏳ After this time (11 p.m. Paris time on the day of your order), we will unfortunately no longer be able to guarantee that your request will be taken into account, as your order will already be being processed by our logistics partners.

We do our best to ship your jewelry quickly, which reduces the time available for changes.

⚠️ Some important details:

Requests for changes or cancellations are not guaranteed.

  • Each request must be approved by our Customer Experience team before it can be processed.
  • You will receive a confirmation email once your request has been processed.

Exceptions for orders placed on Saturdays

  • Orders placed between Saturday 12:01 a.m. and Sunday 10:59 p.m. can be canceled until Sunday 10:59 p.m.
  • Specific exceptions: The four Sundays before Christmas and the Sunday after Black Friday, as we also work on those days.

📍 If your address appears incomplete:

Our team may contact you by email to clarify or complete your address.

  • If we do not receive a response within 5 days, your order will be paused and then automatically canceled.
  • You will then receive a full refund to your original payment method.

⏳ Why the delay?

Although creating your personalized jewelry takes time, the process begins the day after you place your order with the first essential step: cutting.

Even though other steps (plating, setting, assembly, etc.) take longer, production starts very quickly after your order is placed. That's why we have to adhere to a strict deadline for any changes or cancellations in order to avoid interrupting the process already underway.

📌 This deadline applies to all changes:
✔️ Size
✔️ Color
✔️ Address

Exceptional Cancellations: Refund with Deduction of Material Costs

We understand that circumstances can change, and while we adhere to our policies, we are happy to be flexible when possible.

If you are outside the cancellation period but your order has not yet been shipped, we can offer you a partial refund, deducting a fixed amount per piece of jewelry in your order: €9.

🤔 Why is there a deduction on the refund?

Even if your order has not yet been shipped, our team has already started production—cutting the metal, polishing, and preparing your personalized jewelry.

Since your piece is custom-made, the materials used cannot be reused, and this cost is unfortunately lost.

📩 If you wish to cancel your order under these circumstances, please contact us as soon as possible at contact@milona-paris.com

Shipping

Do you ship to my country?

We currently ship to the following countries:

  • France
  • Germany
  • Austria
  • Spain
  • Belgium
  • Netherlands
  • Italy
  • Portugal
  • United-Kingdom
  • Luxembourg
  • Australia
  • Canada
  • United States
  • Denmark
  • Finland
  • Latvia
  • Norway
  • Poland
  • Sweden
  • Turkey
  • Algeria
  • Morocco

If you would like your order delivered to a country that is not on our list, please contact us. We review each request on a case-by-case basis. Please note that a minimum order of €150 after discount is required for delivery to a country that is not on the list.

When will my order be shipped and when will I receive it?

At Milona, each piece of jewelry is a true work of art, designed with care and passion. Our artisans take the time necessary to ensure that every detail is perfect. The entire process, from creation to delivery, generally takes 15 to 21 days.

A multi-step process:

1. Manufacturing your jewelry

Your jewelry begins to take shape in 2 to 3 days, followed by 1 to 2 days for finishing touches.

2. Order preparation

Our team then takes 24 to 48 business hours (Monday through Friday) to carefully prepare your order.

3. Quality certification

Each piece of jewelry undergoes certification in accordance with European standards to guarantee its quality and durability.

4. Shipping

Once ready, your jewelry is carefully packaged and shipped within 24 to 48 hours. You will receive a shipping confirmation email with your tracking number.

Delivery times:

In summary, please allow 15 to 21 days between placing your order and receiving your jewelry, barring any unforeseen circumstances. These times may vary depending on your location:

  • Belgium: add an additional 3 to 4 days.
  • Switzerland: add 5 to 7 days.

Your patience will be rewarded with a unique piece of jewelry, created especially for you!

Important details:

We will deliver your order to the delivery address specified when you placed your order. It is your responsibility to ensure that the delivery address you provide is correct and, where applicable, that someone is available to accept or sign for the delivery with the selected delivery service. We cannot be held responsible for packages signed for by anyone other than the recipient.

Delivery to a pick-up point?

We do not offer this option, but you can choose to have your order delivered to the nearest post office for collection.

How do I do this?

Provide the following information when placing your order:

  • Name of the post office
  • Your first and last name, followed by the words “Poste Restante”
  • Address of the post office

Example:
LA POSTE DU LOUVRE
Marine Martin - Poste Restante
50 Rue du Louvre, 75001 Paris

💡 Note: This service is only available in France, and the cost (approximately €5) must be paid directly to La Poste.

We remain at your disposal for any questions. Click here to learn more or contact us directly at contact@milona-paris.com.

How can I track my order?

You can track your order at any time using the tracking link we provided in the email sent to you after your order was shipped.

You can also track your order by going to the “Track your order” page. Click here to be redirected.

How do I enter my order information to track my order?

You will need :

  • Your e-mail address you used to place your order.
  • The order number corresponds to the order number beginning with #, e.g. #65842, not to be confused with your tracking number! You can write it with or without the #, the system understands.

I haven't received my tracking e-mail. What should I do?

First, check your junk mail or spam folder. Sometimes our confirmation emails end up there by mistake.

Next, make sure you entered the correct email address when placing your order. If you made a small mistake, contact us quickly so we can update your information.

If you placed your order more than 10 business days ago and still haven't received a tracking email, contact us via the contact form (click here) or directly by sending an email to the following address: contact@milona-paris.com. We'll be happy to help.

Remember, it is your responsibility to track your package using the link provided in the shipping email. If you are not home when your package is delivered, remember to go to your local post office to pick up your package.

My tracking number doesn't work. What should I do?

Please note that tracking information is only available within 3 to 6 working days from the date of receipt of your shipment confirmation e-mail.

This is the time required to propagate the tracking information into the carrier's systems.

If your tracking link remains inactive after this period, please do not hesitate to contact us directly with your order number. You can contact us by using this form (click here) or directly by sending an email to the following address: contact@milona-paris.com.

We will be happy to help you resolve this issue and provide you with information on the status of your package. We do our utmost to ensure that every package arrives at its destination as quickly as possible!

My order says "delivered" but I haven't received it yet - what should I do?

We understand how frustrating it can be to worry that your package has been lost, stolen, or delivered to the wrong address. Please be aware that the carrier is responsible for the safe and timely delivery of your package, and that we have the same tracking information as you.

The vast majority (98%) of packages reported as not received by our customers have either been delivered to a neighbor, a caretaker, or a member of your household who did not notify you. This should be your first step.

If, after checking, you believe your package is truly lost, we ask that you file a claim directly with the carrier responsible for your shipment. Here are the links to help you contact the various carriers:

Once you have filed your claim, please contact us by email at contact@milona-paris.com with your claim number so that we can work together to find a solution. Please note that the claim number is mandatory as we also need it to validate the investigation on our end.

Rest assured that we are here to help you throughout this process. Please do not hesitate to contact us if you need further assistance.

Our Eternal Roses

What is an Eternal Rose?

An Eternal Rose is a real rose that has been meticulously preserved to maintain its natural beauty and vibrant color for years, without the need for water or sunlight. Through a special preservation process, each rose retains its soft petals and fresh appearance, making it a perfect symbol of everlasting love and elegance. Whether as a gift or a decorative piece, an Eternal Rose is designed to bring enduring joy and charm to any setting.

How long does the eternal rose last?

Our eternal rose is delicately crafted from high-quality materials and meticulously designed to last for years, maintaining its vibrant color and fresh appearance. Its resplendent appearance evokes the freshness of a freshly bloomed rose, freezing the magical moment when nature meets eternity. To make your experience even more magical, each eternal rose is delicately scented.

Here are a few tips to ensure the longevity of your eternal rose:

  1. Don't expose it to direct sunlight: it's best to keep your eternal rose in a cool, shady spot in your home.
  2. Avoid exposure to moisture: water can discolor the rose's petals. Keep your eternal rose away from damp places and don't try to water it.
  3. Handle it gently: Although the eternal rose is robust, it can be damaged if handled roughly.
  4. Store in a display case: The rose can be stored in a display case (with the lid on) to protect it from dust.

How do I take care of my eternal rose?

Taking care of your Eternal Rose is effortless! Simply keep it in its protective case, away from direct sunlight, excessive heat, and humidity. There's no need for watering or special maintenance. With minimal care, your Eternal Rose will remain as stunning and vibrant as the day you received it, bringing beauty and joy for years to come.

Do Eternal Roses have a scent?

Yes, our Eternal Roses are infused with premium rose essential oil, giving them a delightful and lasting fragrance. This added touch ensures that your Eternal Rose not only looks stunning but also fills your space with the lovely scent of fresh roses, enhancing its overall appeal and making it a perfect gift or decorative piece.

Are the colors of the Eternal Roses natural?

Our Eternal Roses come in a variety of colors, some of which are enhanced or altered during the preservation process. This allows us to offer a wide range of beautiful hues, including both natural and unique shades that add a special touch to any occasion.

Are Eternal Roses environmentally friendly?

Yes, our preservation process is eco-friendly, and by choosing an Eternal Rose, you're also reducing waste by enjoying a flower that lasts much longer than fresh-cut roses. It's a sustainable way to appreciate the timeless beauty of roses.

Returns & Refunds

How do I return a product?

At Milona Paris, your satisfaction is our primary commitment. Our goal is to provide you with an exceptional experience.

Please note that personalized items can only be replaced if they arrive damaged or faulty. Customized items are made specifically to your specifications and cannot be resold. See applicable law. Non-personalized items can be returned at your own expense.

We do not issue refunds or returns if :

  • Your order does not arrive due to factors under your control, such as providing an incorrect delivery address.
  • The item purchased is custom-made and cannot be resold.
  • The delivery of your order is delayed for reasons beyond our control.

We reserve the right to refuse refunds or returns if the item does not meet the criteria listed above or if the product has been used, altered or damaged in any way.

Returns for non-personalized products

You can return it for a full refund. We accept returns within 30 days of receiving your order. You are responsible for return shipping costs. The contents of the package must be exactly the same as the one you received. We reserve the right to refuse a refund if the product has been used, altered or damaged in any way. 
To initiate a return, please contact our customer service department, either via the contact form (click here), or by sending an email to the following address: contact@milona-paris.com

I've received a defective product

If you receive a product that is defective or damaged in shipment, we offer a replacement guarantee.

Please take one or more photos of the defective part and contact us within three days of delivery at contact@milona-paris.com

Please note that the following are not considered defects:

  • Translations into Arabic, Hebrew, Korean, or Japanese, provided free of charge by us. We invite our customers to check or enter the foreign language text themselves.
  • Font: All our templates use fonts that are clearly displayed on the product page.
  • Instructions followed but unsatisfactory result: we have followed your customization instructions and you are not satisfied with the result (for example, you requested ALEXANDRA in all capital letters instead of Alexandra with only the first letter capitalized, and you are not satisfied with the final result).

I've received the wrong engravings and/or inscriptions

We'd like to apologize for this, as in the rarest of cases we can make a mistake with the engraving - we're human after all, and we're not immune to fatigue. Of course, we will replace the jewel free of charge, confirming the engravings and/or inscriptions with you.

Please take one or more photos of the engravings and/or inscriptions and contact us within three days of delivery at contact@milona-paris.com

What if the jewelry isn't the right size?

We know how important it is for jewelry to fit perfectly in order to be worn with pleasure. Here's how we deal with size issues:

There are two possible situations:

1. Size error on our part

We'd like to apologize for this. Of course, we'll take care of it quickly!

This could be a necklace that is shorter than expected, a ring with the wrong diameter, etc.

Contact us at contact@milona-paris.com with:

  • Your order number
  • The model in question
  • A clear photo of the jewelry measured (flat, on a neutral background, next to a ruler or tape measure)

We will send you a suitable solution as soon as possible.

2. Size error on your part or discomfort with the chosen size

No problem. Sometimes a size that seemed ideal doesn't fit properly when worn.

Even though our creations are personalized and cannot be modified, we will offer you:

  • A new order for the jewelry in the correct size
  • At a preferential rate, just for you

Can't find your answers?

Our customer service is available 7/7 from 8am to 11pm to answer all your questions. If you do not receive a reply within 24 hours, please check your spam folder, as our e-mails are sometimes redirected there.

If you still do not receive a reply from us, especially for icloud, outlook, hotmail addresses, please contact us directly from your mailbox by sending an e-mail to contact@milona-paris.com

Please check the spelling of your e-mail address before validating your request 😊