CUSTOMER SERVICE

info@milacantes.com

Answer within 24 hours

General Information

Shipping & Tracking

Shipping time and price depends on the chosen shipping method and destination country. All orders have tracking details that will be sent to you after shipping your order. Remember to check your junk/spam/promotional folders as sometimes tracking emails may end up in there.

While we always aim to dispatch orders as soon as possible (1-2 working days), please allow for delays in dispatch times during peak periods like Black Friday or Christmas.

Use the table below to estimate when your order will arrive at your door. The shipping methods can be selected on the checkout page.

Shipping Methods

  • Express Shipping – we use DHL for this shipping method. The package is fully tracked and delivered directly to your address. 
  • Standard Tracked Shipping – we use post office registered priority mail. The package is going to be delivered directly to your address or to your local post office’s branch. Tracking information is available.
  • Standard Tracked & Signed Shipping – we use post office registered priority mail. The package is going to be delivered directly to your address, left at your mailbox or in your local post office’s branch. Tracking information is available and a signature will be asked upon delivery (some post offices currently do not collect signatures because of COVID-19 safety measures)
  • FREE standard shipping is available from the minimum order value of 200 EUR.


Express Shipping via DHL

Region Shipping Times
European Union, UK, Norway 1-2 workdays
Other countries 2-6 workdays

Standard Shipping (Tracked or Tracked & Signed)

Region Shipping Times
European Union, UK, Norway 3-6 workdays (can be delayed up to 25 workdays)
Other countries 5-20 workdays (can be delayed up to 10 weeks)

Expedited Shipping via DPD/BRT

Times are provided for each country on the checkout page. Delay before Christmas time of 2-4 workdays can be expected.

Here’s what to expect once your order is placed

  • You will receive an order confirmation email.
  • Once the order is shipped (production takes 1-2 workdays), you will receive a shipping confirmation email with the tracking number. 
  • Wait for your package to be delivered to you and keep checking the tracking information. If it shows ”Unsuccessful Delivery” contact DHL if you selected the express shipping method or go to your local post office (for standard shipping method) as soon as possible and pick it up there.

Tracking

You can track your orders through the parcel tracking systems:
Standard Shipping –17track.net or parcelsapp.com
Express Shipping – dhl.com

Payments

  • We are using global leading Stripe and PayPal payment gateways to ensure a fast, convenient and secure shopping experience for our customers.
  • Stripe and PayPal Express payment gateways allow you to pay via Paypal account, debit or credit card. Various bank cards are accepted such as Visa®, MasterCard®, American Express®, Discover®, Diner’s Club, and JCB.
  • The exact available country payment methods can be found on the checkout page.

Frequently Asked Questions

What is your production time?

All custom pieces are made to order and take time to produce. Production time is subject to change with high order volume. Our current production time is 1-2 workdays

NOTE: production time is in addition to shipping time.

How will I know that my order is shipped?

You will receive an email including your tracking number when your order will leave our studio. If you placed an order more than 4 working days ago and still did not receive a tracking number, check your spam box and contact our customer support team info@milacantes.com

Can I adjust the size?

Most of our product sizes can be adjusted. Check the bottom of the product page for the exact information or contact us via info@milacantes.com

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with tracking details, so that you can track your parcel on 17track.net or the post office’s official website.

I've not received an order confirmation email

If you haven’t received your order confirmation email, please check your spam/junk folder and search for emails from info@milacantes.com.

Alternatively, please get in touch with us via Livechat, Facebook or email, and a member of the Mila Cantes team will get your order confirmation sent over right away for you!

Can I change the shipping address on my order?

Once an order has been processed, we are unfortunately unable to amend any details or make any changes. Please check your details are correct before checkout – and if using PayPal, do make sure your address is updated in your account too.

If you have any questions regarding your order, please contact our friendly customer service team via Livechat, Facebook, or email, and we will be happy to see if there is anything we can do to help!

My order has arrived wrong, what should I do?

All our beautiful items are created by our skilled team of makers and engravers, though human error can happen from time to time. Contact our customer team (info@milacantes.com) with an image of the error and they will have this resolved for you. 

Can I return my personalised items?

As these items have been bespoke made to your preferences, we do hope you understand that we are unable to accept any returns of personalised items unless they are faulty. To read a little bit more about this, please see our Returns Policy

Can I amend my personalisation after I've ordered?

Please email us right away! We may be able to correct the address if you notice a mistake right after the order (up to 60 min). But for product variants, colours or engravings, we are in most cases not able to change it after the order is placed  – this is so that we can begin creating your bespoke item as soon as possible. All personalisation choices are final, so please make sure you check your order thoroughly before placing it as we are also unable to refund/return based on selecting incorrect personalisation

Will I be charged customs/duty fees?

If you are placing an order from outside of the European Union or the United Kingdom, you may be subject to import fees upon delivery.

Import taxes, duties and related customs fees may be charged once the package arrives at the destination country. These duties vary from country to country and are charged depending on the market value of the pieces inside the package.

Mila Cantes is not responsible for these fees. It is the responsibility of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods.

Not all packages are subject to the duty/customs fee, so we recommend contacting your local customs for information if you have additional questions.

If you choose to refuse the customs fee and the parcel is returned back to Mila Cantes, a refund will not be made.

My order is being returned to Mila Cantes, what should I do?

Undeliverable orders due to customers or address errors will require reshipment. If this happens, do not worry. We will reship your item and you will only need to cover the cost of the second shipping. Please email info@milacantes.com o to make sure we have the correct address

Items not received but tracking shows delivered

We always recommend that you get items delivered to a secure address. The shipping company will only mark the package as delivered once they deliver it to the address you provided. If your order is marked as delivered and you didn’t receive it, we suggest checking your mailbox, asking your neighbours or contacting your local post office. Please note that we do not refund or replace items that are tracked as being delivered

Can I shower with your jewelry?

YES! Our products will not fade, tarnish or lose their colour – even when exposed to sweat and heat, in the shower, sea or pool – So dive in! We use the highest quality 316L Stainless steel, 18k gold and sterling silver for all our products.

Can you engrave in foreign languages or using foreign alphabets?

Yes, we can engrave in any language, so you can enter text in any language into personalization fields