Shipping, Exchange & Repairs - Mileira Jewellery

Overview

At Mileira Jewellery, every piece is handmade, prepared and packed with care.

We want to make our policies clear and straightforward, so you know exactly what to expect when ordering, requesting an exchange, or sending your jewellery for repair.

This policy explains our shipping, exchanges, returns, refunds, and repair services.

Here’s a quick summary of this page:

Order Processing Time — All order will be processed within 7-14 days
Estimated Delivery Time — 3-5 days and may vary depending on courier operations, public holidays, peak periods, etc.
Domestic Shipping Malaysia — FREE shipping West Malaysia(WM), East Malaysia EM(EM)
International Shipping — Contact us for a customised quote; shipping paid by customer
Returns & Refund — No Returns No Refunds, as to maintain fairness and consistency for all customers
Exchanges — We do provide exchanges for eligible products within 3 days of purchase, incorrect, damaged, or defective item
Repairs — Available; customer-caused damage is chargeable + customer pays shipping

Shipping

Order Processing Time

All Mileira’s products are carefully crafted by hand, we will need longer period to process your order, which include material inspect, prepare, handcraft, and packing your jewellery before dispatch. It does not include delivery time.

Order Processing Time: generally within 7 to 14 business days (excluding weekends and holidays) after receiving your order confirmation email. This duration may change depending on volume of orders during a particular time period, like product launches, promotional camapigns, festive periods, processing may take longer than usual. If there is a change in processing time, we will ensure to update you of this via the announcement bar on our website and our social media. However if the item is completed early, it will be shipped sooner.

Domestic Shipping Time

Estimated Delivery Time: 3 to 5 business days. Delivery times are estimates and may vary depending on courier operations, public holidays, peak periods, weather, and other circumstances outside our control.

Domestic Shipping Rates

We currently offer free standard tracked delivery within Malaysia for eligible orders.
Free shipping applies only to domestic Malaysian delivery addresses.

International Shipping

[ Customised basis ]
We currently offer international shipping on a customised basis.
Because international shipping costs vary depending on the destination, parcel size, weight, and courier service, international shipping is not automatically included as free shipping. If you are located outside Malaysia and would like to purchase from Mileira: Please contact our customer support team before placing your order.

[ International shipping fees ]
All international shipping fees are borne by the customer. International shipping fees are separate from the price of the jewellery

[ Customs, duties and taxes ]
International customers may also be responsible for any: Import duties; Customs fees; Taxes; Clearance charges; or Other charges imposed by the destination country.

These charges are not included in Mileira’s international shipping fee unless expressly stated otherwise.
Mileira does not control customs procedures, import regulations, or charges imposed by the destination country.
Customers are responsible for checking whether Mileira jewellery can be legally imported into their country before placing an international order.

Shipping Confirmation & Tracking

Once your order has been dispatched, we will send a shipping confirmation to the email address provided during checkout.
Where available, the email will include tracking information.
Please allow some time for tracking information to become active after the parcel has been handed to the courier.
If your tracking information has not updated for an unusually long period, please contact us and we will assist where reasonably possible.

Return & Refunds

To maintain fairness and consistency for all our customers, we have established a No-Return or No-Refunds policy. But we do offer exchanges for eligible items, including incorrect, defects, or damaged items. Please see our Exchange Policy below for details.

Exchange

Exchange Policy

While we do not accept returns or offer refunds, we do provide exchanges for eligible products within 3 days of purchase. If you receive an incorrect, damaged, or defective item, please contact our Customer Support team, and we will be happy to exchange the item for the same or similar product, subject to availability.

– Eligibility: Products must be unused, in their original packaging, Free from scratches, damage, stains, perfume, makeup, or other signs of wear; and include any accessories or documentation that came with the purchase.
– Exclusions: Custom items and sales products are not eligible for exchange.

Defected and Damaged Items

Please contact us as soon as possible within 3 days of receiving your order, if:
– you believe your jewellery has a manufacturing defect;
– your jewellery arrives damaged

We may request photographs or videos to assess the issue.

If we determine that the issue is a manufacturing defect, we may offer an exchange, repair, replacement, or another appropriate remedy.
If the damage is confirmed to have occurred before or during delivery, provide an appropriate remedy.

Exchange Condition

All exchange requests must be approved by Mileira before the item is sent back.
Please do not send an item back without contacting us first.

To qualify for an exchange, the item must generally:
– Be within the applicable exchange period;
– Be unused and unworn;
– Be in its original condition;
– Not show signs of scratches, damage, perfume, makeup, skincare, or other residue;
– Include the original packaging where applicable; and
– Be accompanied by the original order information.

Mileira reserves the right to reject an exchange request where the item does not meet the applicable conditions.

Return Shipping for Exchanges

For exchanges due to a confirmed manufacturing defect, incorrect item, or damage occurring before delivery, Mileira will assess the circumstances and may cover reasonable shipping costs associated with resolving the issue.

Any shipping arrangement will be communicated to you before the exchange is processed.

Exchange Process & Contact

1. Contact our support team email with your Order Number, Description of the issue
2. Attach photos or videos of the item and packaging
3. We will have our team to service you individually and guide you through the exchange or replacement process.

Repair

Complimentary Repairs

We offer free repair services for the first repair issue. However, repairs due to customer misuse will not be covered under this policy. Please note that shipping costs for all repairs will be borne by the customer.

How to Requet a Repair

Repair availability depends on:
– The type of damage;
– The condition of the jewellery;
– Availability of replacement materials or components;
– The age of the piece;
– Whether the piece can be safely repaired; and
– Other relevant circumstances.

Please contact us before sending your jewellery for repair.

Repairs due to Customer Misuse

Repairs resulting from customer misuse, accidents, improper handling, or failure to follow jewellery care instructions are not covered under our exchange policy or any complimentary repair coverage.

Examples may include damage caused by:
– Pulling or excessive force;
– Bending;
– Dropping;
– Impact;
– Snagging;
– Accidental damage;
– Improper storage;
– Exposure to chemicals;
– Excessive exposure to water;
– Improper cleaning;
– Unauthorised modifications or alterations; or
– Other misuse or accidental damage.

Where we are able to repair such damage, we may offer a paid repair service.
Repair fees will depend on the nature and extent of the damage and will be communicated to you before repair work begins.
Customers will be responsible for shipping the item back to us and covering the return shipping fee once the repair is completed.

Natural Wear & Tear

Normal wear and tear is expected over time, and jewellery may naturally lose some of its original lustre. To prolong the life of your pieces:
– Keep your jewellery clean and dry.
– Store it safely when not in use.
– Lightly polish with a soft cloth if dullness occurs.

Customer Responsibility

Please note that customers are responsible for ensuring they choose the correct size, color, and specifications at the time of purchase. All repairing or resizing services will only be applicable for MILEIRA products. For any questions or clarifications before placing an order, feel free to contact our Customer Support team for guidance.

Contact

Email: mileirajewellery@gmail.com
Instagram: @mileirajewellery