FAQs

We can change the email address associated with your order and resend confirmation and shipping emails. Simply contact our customer service department via the contact form (click here).

Please note that if your order has already been shipped, the carrier will not be aware of the change of address and you will not receive any tracking information from them. Of course, you can always track your order on our website (click here).

Didn't receive an order confirmation email?

At Milona, we send you an email as soon as your payment is confirmed. If you haven't received it, there are several possible reasons:

1. The email is in your spam or junk folder.

• Check that folder, especially if you’re using an @orange.fr, @sfr.fr, @hotmail.fr, @hotmail.com, @icloud.com or @outlook.com email address, where our emails can sometimes be blocked.

2. A small mistake in the email address

• It’s easy to make a mistake: hormail instead of hotmail, or gnail instead of gmail. To contact us, click here

3. Order placed with Apple Pay

• If you used Apple Pay, the confirmation email is sent to the address linked to your Apple account, which is often an @icloud.com address. Be sure to check it!

What should you do if you still can’t find the email?

Don’t worry—we’ve got you covered! Contact our team, who will be happy to help you locate your order. If you don’t have your order number, please provide us with:

• First and last name
• Zip code
• Date and time of the order
• Order total

To contact us, click here

Order Tracking

Once your package has been shipped, you’ll receive a second email with all the information you need to track your order. All you have to do is sit back and relax while you wait for your new Milona jewelry!

For engraved products, the processing time is 1 to 3 business days (excluding weekends and holidays).

For made-to-order products, the production time depends on the color selected:
- Gold and silver: 5 to 7 business days.
- Rose gold: 8 to 10 business days.

Please check the product page to see if the product is made to order.

Once your order has been shipped, delivery takes 6 to 9 business days for most destinations. 

You can check your tracking page for an estimated delivery date by clicking here.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 2 days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

3 days after placing your order, you can click the tracking number link in the email or track your order on our website here: Click here.

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please contact our team.

You have until 11 p.m. Paris time on the day of your order to contact us.

If you wish to make a change to your order or cancel it, please contact us as soon as possible by clicking here, 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 by our team.

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 Experience team before it can be processed.
• You will receive a confirmation email once your request has been processed.

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 by clicking here.

You have until 11 p.m. Paris time on the day of your order to contact us.

If you wish to make a change to your order or cancel it, please contact us as soon as possible by clicking here, 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 by our team.

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 Experience team before it can be processed.
• You will receive a confirmation email once your request has been processed.

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 by clicking here.

You have until 11 p.m. Paris time on the day of your order to contact us.

If you wish to make a change to your order or cancel it, please contact us as soon as possible by clicking here, 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 by our team.

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 Experience team before it can be processed.
• You will receive a confirmation email once your request has been processed.

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 by clicking here.

You have until 11 p.m. Paris time on the day of your order to contact us.

If you wish to make a change to your order or cancel it, please contact us as soon as possible by clicking here, 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 by our team.

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 Experience team before it can be processed.
• You will receive a confirmation email once your request has been processed.

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 by clicking here.

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. If you wish to return your personalized jewelry, the refund will be in the form of store credit. The right of withdrawal does not apply to personalized products; click here to view the relevant legal text.

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 by clicking here.

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 by clicking here.

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. If you wish to return your personalized jewelry, the refund will be in the form of store credit. The right of withdrawal does not apply to personalized products; click here to view the relevant legal text.

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 by clicking here.

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 by clicking here.

We’re sorry your item(s) have damage!

Some items break during shipment. We’ll do our best to help.

Please contact our team with an image of your damaged item for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

An Eternal Rose is a real rose that has been meticulously preserved to maintain its natural beauty and vibrant color for years, without the need for water or sunlight. 

Through a special preservation process, each rose retains its soft petals and fresh appearance, making it a perfect symbol of everlasting love and elegance. Whether as a gift or a decorative piece, an Eternal Rose is designed to bring enduring joy and charm to any setting.

Our eternal rose is delicately crafted from high-quality materials and meticulously designed to last for years, maintaining its vibrant color and fresh appearance. Its resplendent appearance evokes the freshness of a freshly bloomed rose, freezing the magical moment when nature meets eternity. To make your experience even more magical, each eternal rose is delicately scented.

Here are a few tips to ensure the longevity of your eternal rose:

1. Don't expose it to direct sunlight: it's best to keep your eternal rose in a cool, shady spot in your home.
2. Avoid exposure to moisture: water can discolor the rose's petals. Keep your eternal rose away from damp places and don't try to water it.
3. Handle it gently: Although the eternal rose is robust, it can be damaged if handled roughly.
4. Store in a display case: The rose can be stored in a display case (with the lid on) to protect it from dust.

Taking care of your Eternal Rose is effortless! Simply keep it in its protective case, away from direct sunlight, excessive heat, and humidity. There's no need for watering or special maintenance. With minimal care, your Eternal Rose will remain as stunning and vibrant as the day you received it, bringing beauty and joy for years to come.

Yes, our Eternal Roses are infused with premium rose essential oil, giving them a delightful and lasting fragrance. This added touch ensures that your Eternal Rose not only looks stunning but also fills your space with the lovely scent of fresh roses, enhancing its overall appeal and making it a perfect gift or decorative piece.

Our Eternal Roses come in a variety of colors, some of which are enhanced or altered during the preservation process. This allows us to offer a wide range of beautiful hues, including both natural and unique shades that add a special touch to any occasion.

Yes, our preservation process is eco-friendly, and by choosing an Eternal Rose, you're also reducing waste by enjoying a flower that lasts much longer than fresh-cut roses. It's a sustainable way to appreciate the timeless beauty of roses.