REMOTE AREA DELIVERY

When you choose Express Shipping, please note that couriers classify certain locations and address types as remote areas. This classification is made by DHL and UPS alone, based on their own delivery networks. It is not defined by Mila Cantes, and we are not able to change it.

If the courier you selected treats your address as a remote area, we will first look for an alternative courier able to deliver your parcel within a similar timeframe and at a similar cost — in those cases, nothing changes for you at all.

If every courier we work with applies a higher rate for your location, we will contact you as soon as we can, explain the surcharge, and ask how you would like to proceed.

ADDITIONAL DETAILS AND SHIPPING RESTRICTIONS

Some destination countries require extra information for customs clearance or delivery, such as a tax or personal identification number, or a full national address code. If your destination requires this, we will email you after your order is placed, and your order may be held until we receive the details. Please keep an eye on your inbox, as we are not able to take responsibility for delays caused by missing or late information.

Carriers may also temporarily suspend services to certain countries or regions. If this affects your destination, we will let you know and offer you the available alternatives.

DELIVERY ISSUES

Your tracking shows the parcel as delivered, but you have not received it. Please check your mailbox, ask your neighbours, and contact your local post office — parcels are sometimes left with a neighbour or held for collection. If you still cannot find it, contact us within 7 days of the delivery date and we will open an investigation with the courier. Couriers accept investigation requests only for a limited time, so later reports may no longer be possible to investigate. We rely on the courier's delivery confirmation as proof of delivery, so we are able to offer a solution only if the courier's investigation confirms that the parcel was not delivered.

Your parcel is returned to us. This can happen when the address or contact details were incorrect or incomplete, when a parcel is not collected from a pick-up point, or when delivery is refused. In these cases we can reship your parcel at your expense. We hold returned parcels for 90 days, so please contact us within that time to confirm or update your address.

Your parcel has not arrived. If your parcel has not arrived within 25 working days of dispatch for European destinations, or 45 working days for all other regions, please contact us and we will open an investigation with the courier. A parcel is considered lost only once the courier completes its investigation and confirms that it cannot be located. If a parcel is officially declared lost, we will send a replacement at no additional cost. 

IMPORT TAXES AND DUTIES

For customers in the European Union (EU): all taxes and duties are included in the price you pay — you will not incur any additional import fees upon delivery. This does not apply to EU territories outside the EU VAT area, such as the Canary Islands, where import charges may apply.

For customers in the United States: for orders sent with standard shipping, import duties and taxes are paid by us, and no additional charges apply on delivery. For orders sent with express shipping, import duties and taxes may apply on arrival and are the responsibility of the recipient.

For customers in the United Kingdom (UK): orders up to £135 are typically exempt from additional import charges, as UK VAT is collected at the time of purchase. However, orders over £135 may be subject to import VAT and potentially other customs fees upon arrival, depending on how UK customs process the parcel. These charges are assessed by HMRC and are the responsibility of the recipient.

For customers in all other countries outside the EU, additional customs duties or taxes may apply depending on your local laws and order value. These charges are not included in your order total and are the responsibility of the recipient. We recommend checking with your local customs office for specific guidance.

Please note that such a charge is not a shipping fee and not a charge from Mila Cantes. It is an import duty or customs tax imposed by the authorities of your own country, collected by the courier on their behalf, and the courier may add its own customs clearance fee. The amount is determined entirely by the regulations of the destination country and lies outside our control.

Mila Cantes:

• does not calculate, collect, or receive these charges;
• cannot waive, reduce, modify, or remove them;
• cannot reimburse them once they have been paid.

Import charges are a standard part of buying from abroad and remain the responsibility of the recipient. Because they are imposed by your own country and form no part of the product or shipping price paid to us, they are not a valid ground for cancelling an order or requesting a refund of a personalized item.

If import charges are refused and the parcel is destroyed by the courier, the order is not eligible for a refund. If the parcel is returned to us, personalized items are not eligible for a refund; for non-personalized items, the amount paid is refunded minus the return costs and any customs or handling charges.

RETURNS AND EXCHANGES

Each piece of jewellery is thoughtfully handcrafted and personalised with care, ensuring it becomes a truly unique and meaningful keepsake made just for you.

Personalized items. Because your piece is made to the details you provide, it cannot be returned or exchanged once production has begun. Until then, you are welcome to change or cancel your order — see Cancellation and Changes above. This does not affect your rights if an item is defective, damaged in transit, or does not match your confirmed order.

Non-personalized items. Items ordered without engraving or other personalization, such as straps purchased separately and ready-made charms, can be returned within 14 days of delivery. Email us at info@milacantes.com within this period with a clear statement that you wish to withdraw from your purchase, then send the item back within 14 days of your message. Return shipping costs are your responsibility.

We refund the amount paid for the item, including the standard delivery cost of your original order, within 14 days of receiving your notice. If only part of an order is returned, the delivery cost is refunded proportionally, and any additional cost for express delivery is not refunded. Refunds are made using the same payment method you used for your purchase. We may withhold the refund until we have received the item back or you have provided proof of having sent it, whichever is earlier.

DAMAGED OR FAULTY ITEMS

While we take the utmost care to ensure your jewelry meets the highest standards, if something is not right with your order, we're here to make it right.

Problems on arrival. If your parcel arrives damaged, or an item is faulty, incorrect, missing, or carries an engraving error on our part, please contact us at info@milacantes.com within 7 days of delivery. Include proof of purchase and photos of the item, the packaging, and the shipping label. Couriers accept damage and missing item claims only for a limited time, so later reports may prevent us from resolving the issue with the courier.

Defects that appear later. All our jewellery is covered by a two-year legal guarantee from the date of delivery. If a manufacturing defect appears during normal wear, such as a faulty clasp, joint, or structural issue, please contact us as soon as you notice it, including proof of purchase and photos of the item. For clasp or closure issues, please also send a short video — a closure that does not hold cannot be assessed from a still photo.

Our team will carefully review your claim, and we may ask for additional photos, a video, or for the item to be sent to us for inspection. If a defect is confirmed, we will repair or replace the item free of charge. Damage caused by accidents, misuse, improper care, or normal wear and tear is not covered.

For full details of our terms, please see our Terms and Conditions.