Terms | Shipping | Returns
My terms and conditions are outlined below. If you have any questions please get in touch via the Contact page.
All transactions via the Milomade website are carried out in UK Sterling. Payments are not made on this website but made using the secure transaction services of PayPal and are completely independent of Milomade.
Your credit card details are not stored on this website, or divulged to me at any time. Once you have placed your order, a confirmation email will be sent to you complete with order reference information.
Registration & Mailing List
In order to purchase from this website you need to register for an account. When registering for an account, you will also be manually added to my mailing list. This is not an automated process and I add new customers in batches once a month. Once added to my mailing list, you will receive a welcome newsletter to let you know that you have been added. I send out newsletters occassionally with discount codes and offers exclusive for subscribers. You can unsubscribe at any time. I won’t be offended.
All Milomade jewellery items that are held in stock are sent out within 3 working days. Any items purchased on back-order will be made to order and will take approximately 14 days to be processed, handcrafted, hallmarked and shipped.
I will always keep you informed of the progress of your order. If you need something urgently or for a specific date, please get in touch to discuss your requirements. Do this before making a purchase to ensure that your request can be met. I will do my best to meet any deadlines wherever possible.
All Milomade products come with protective packaging as standard which is paper based, totally recyclable and biodegradable. I use small cardboard postal boxes that can be sized according to the content of the order so that items are fully protected in transit. All jewellery will be packaged in small glassine bags or small card boxes and accompanied by a card containing information about the specific collection from which you’ve ordered.
A proof of purchase will always be acquired and a confirmation email sent out to you once your order has been dispatched from Milomade HQ.
You can specify an alternative delivery address during the checkout process, which is perfect when you’re ordering a gift for that special someone in your life and perhaps, for discretion, would like the gift to be sent to your work address. This option can also be used to send your order direct as a gift to your chosen recipient. Gift messages can be handwritten on a gift tag to accompany your order if you use this option – simply get in touch with your requirements.
Shipping charges will be added to your order at checkout where you can select the shipping method you prefer.
For UK Orders the options are:
Collect from Studio – No Charge
If you are local, you can arrange to collect your order from Milomade HQ. Simply select ‘Collect from Studio’ at checkout and I will contact you when your order is ready for collection to arrange a day and time for you to pop by.
Gift Vouchers UK – £2.00
This shipping method is the option to choose if you are purchasing a gift voucher. I design and print my vouchers in house and ship them out by the standard Royal Mail service which takes 3-5 days.
Recorded Delivery – £4.00
This is a signed for option but is not an insured option and I cannot take responsibility for lost or damaged parcels sent by this method. In the unfortunate event of a package going missing in transit I cannot offer a refund for the item.
Special Next Day Delivery – £8.00
This is a signed for and insured option and covers orders up to £500 in value*. Delivery is by 1pm following the day of dispatch. Special Delivery orders placed on a Friday will arrive on a Monday (but sometimes Royal Mail does deliver these on Saturdays, but this is rare).
*In the unfortunate event of a Special Next Day Delivery package going missing in transit I can apply for compensation to cover the value of the order and should be able to offer a full refund. Please bear in mind that the Royal Mail works on a case by case basis and the compensation process can take a few months to sort out.
For International Orders the options are:
Gift Vouchers Europe – £3.00
Gift Vouchers USA/Canada – £4.00
This shipping method is the option to choose if you are purchasing a gift voucher. I design and print my vouchers in house and ship them out by the standard Royal Mail international service.
Europe – Tracked & Signed – £11.00
Canada & SA – Tracked & Signed – £15.00
This is a combination service offering full end-to-end tracking, signature on delivery and an online delivery confirmation with compensation up to £250 to protect valuable items against loss or damage.
Rest of World – Flat Rate – £20.00
Cancellations and Returns
Every Milomade item is crafted with great care and attention to detail and checked before shipping. I do not send out damaged goods and all items are shipped in protective packaging so that they arrive in perfect condition.
Due to the nature of my business orders must be cancelled or amended within 24 hours if you no longer wish to proceed with or need to change your purchase. If for any reason you are unhappy with your purchase, I am happy to adjust or exchange your item. If this is the case please notify me as soon as possible after you receive your order to discuss any issues you have.
Refunds, returns and exchanges are dealt with on a case-by-case basis. Please call or email to discuss your issues as soon as possible. Contact details can be found here.
Any returns must be made within 14 days of receipt and I will do my best to resolve any problem quickly. Orders must be returned in their original packaging and in perfect condition. When returning an item please include a copy of the invoice or receipt for reference. For hygiene reasons I am not able to offer an exchange on earrings.
Items are returned at the buyer’s own risk and if an order has not been returned in fully re-sellable condition, I reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. It is imperative therefore to use adequate packaging to protect your returned goods during transit and always acquire proof of postage as I cannot be held responsible for items that are lost whilst being returned to Milomade HQ. Until the item reaches the Milomade HQ, it remains your responsibility and I suggest you use a postal service which will insure you for the value of the items you are sending.
Please note that shipping / handling fees are non refundable and I am not responsible for cost of return postage unless items delivered are faulty or incorrect.
Any goods which have been specially commissioned, customised or personalised to order cannot be returned. Also please note that refunds for items bought as gifts can only be given to the original purchaser.
If you are exchanging goods and the new item you require costs less than the one you have returned you will be refunded the difference. If exchanging goods and the new item you require costs more than the one you returned, an additional payment will be required and an invoice issued.
In the case of exchanges a standard re-delivery charge will apply.
If a piece of jewellery bought from this website breaks or gets damaged, I’m happy to receive it for repairs. Some jobs are quick an easy, others require a lot more work and in addition to the repair, I have to consider the finishing, in order to return the piece back to the way it was when you purchased it. I charge a fee for each repair. This is generally £15 and cover the cost of return postage myself. If I think the repair will take longer than usual, I will always provide a quote before commencing with any work.
I will be happy to provide a repair quote for other jewellery, but please bear in mind that I only work with sterling silver and will not accept pieces made from other materials.