FAQ

MY ORDER

Q: I didn’t receive a confirmation email
A: Oops! Did you check your spams? It might have ended up there by mistake. If not, log into your account via our website, and click on “my orders”. You will find all the informations regarding your orders in there.

Q. Download my invoice
A: If you go to your account, your invoice should be in there. If you haven’t created an account, don’t forget to check your spams! Sometimes it ends up there by mistake.

Q: Modification or cancellation
A: Oh no! Changing your mind? Please know that once your order is validated, we are unable to modify or cancel it. However, we give you up to 14 days after purchase to return your jewellery and obtain a refund or a gift card

Q: Missing Items
A: Something’s not right? Send us a little message and we’ll do everything to help you fix it. Send a message here

 

RETURNS & REFUNDS

Q: How do I return an online bought item?
A: Changed your mind about one of our beauties? That’s okay. Log into your account and click on “My Orders” to download your return label. Pack your jewellery appropriately and safely, and attach your label to your package. All parcels must be returned to: MILA PALOMA - Chez Leo & Ugo, 25 rue de Clery 75002 Paris, France. Please be aware that damaged goods will not be refunded.

Q. How do I return a pop up bought item?
A: All jewellery purchased during a pop up must be returned during the Pop Up period. Please note that unfortunately, personalised items can not be refunded.

Q: How will I get a refund?
A: You refund will be issued within 15 days from the moment your return has been processed by our beloved Mila Paloma Team. It will be issued on the credit card that was used for payment. If you have any questions, don’t hesitate to contact us.

 

GUARENTEE & REPAIRS

Q: Is my Mila Paloma Jewelry guarenteed?
A: All Mila Paloma jewelry is guaranteed for a full year, starting from the day your order is delivered.

Q.How do I request a repair once my guarantee period is over?
A: Send us a little message here and we will figure out how to rejuvenate your precious piece of jewellery !

 

POP UPS

Q: Where can I find a Mile Paloma Pop Up?
A: You can find out about our pop ups on our website, on our Instagram account or by subscribing to our newsletter.

 

DELIVERY

Q: Track your order
A: You can track your order here or by logging into your account

Q.Our Delivery Options
A: Express delivery: 48h working days (France only. For International shipping, delays may vary)
Standard Delivery: 5 working days (France only. For International shipping, delays may vary)
Click and collect: For Parisians only, you can pick up your order at Leo & Ugo, 54 rue des Rosiers 75004 Paris from 10 am until 6 pm Monday-Sunday.

Q. Do we ship worldwide?
Yes, we ship worldwide. However there are some exceptions. Please note that some international shipments may be liable for additional custom fees and taxes. In all cases, We will issue the necessary paperwork to ensure the parcel is cleared from customs, although any additional charge will be the buyer's responsibility.

 

CARE GUIDE

Q: How should I take care of my Mila Paloma Jewelry?
A: Although we design our jewellery to resist the test of time thanks to our 3 microns & 18K gold plating technique, you should still treat your jewellery with love and care to ensure their spark. We thus recommend you to avoid too much contact with water, perfumes, cosmetics or chemicals.