Refund policy

At Milona we strive to make every piece of personalized jewelry as precious and beautiful as the moment it commemorates.

Return Policy

Personalized Jewelry

If you are not 100% satisfied with your product, new, unworn items can be returned to Milona within 30 days of delivery.

Customized items are made specifically to your specifications and cannot be resold. See applicable law. If you wish to return your personalized jewelry, the refund will be in the form of store credit.

You are responsible for return shipping costs. Store credit will be issued upon receipt of your return and can be used throughout the store.

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

Non-personalized Jewelry

Non-personalized pieces are eligible for a full refund within 30 days of delivery. 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

Exchange Policy

If you opted for the Jewelry Protection Plan, the first size exchange is free. You must return your jewel before we are able to send your new jewel to production. We will provide you with a prepaid return label.

If you have not subscribed to the jewelry protection plan, you can return your jewel in exchange for a store credit. You can then order your jewel in the desired size. You will be responsible for the return shipping costs, and the credit will be issued upon receipt and inspection of your jewel.

If you want to exchange an item, please first reach out to customer service department, either via the contact form (click here), or by sending an email to the following address: contact@milona-paris.com

Damaged Item / Mistake in the order

We offer a free replacement or a full refund. In the case you wish to be fully refunded, you will need to return your jewelry.

Please take one or more photos of the defective parts and contact us within 30 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).

    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.

    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 service department 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

    Delivery Delay / Incorrect Address

    A delay in the delivery of your order does not entitle you to any refund or compensation from us (unless you have subscribed to our delivery time insurance). We depend on postal services which are beyond our control, sometimes delivery may take longer than expected, depending solely on your location and postal services.

    We do not issue refunds or accept returns if your order does not arrive at its destination due to factors within your control, such as providing an incorrect delivery address or refusing delivery of your order.

    We're here for you!

    Whatever the situation, our team is ready to help you find the best solution. Contact us at contact@milona-paris.com and we'll do our best to satisfy you.