Shipping policy

ORDER AND SHIPPING POLICY 

1. Placing an Order

  • Online Ordering: Orders can be placed directly on our website, 24/7. Once you’ve added items to your cart and proceeded to checkout, please ensure that all shipping and billing information is accurate before finalising the purchase.
  • Order Confirmation: After successfully placing an order, you will receive an email confirmation containing the details of your order, including the items purchased, order number, and shipping address.
  • Changes to Orders: If you need to make any changes to your order (such as updating the shipping address or modifying an item), please contact us at contact@miaandstela.com within 24 hours of placing the order. Changes requested after this time frame may not be possible.
  • Cancellations: Orders can only be cancelled within 24 hours of placing them. Please contact our support team as soon as possible if you wish to cancel.

2. Payment Methods

  • We accept payments via credit card (Visa, Mastercard), debit card, bank transfer, and cash on delivery (available for certain regions). All transactions are secure and encrypted to protect your payment information.
  • For bank transfers, please note that your order will only be processed once the payment has been confirmed in our account.

3. Processing Time

  • Processing Time: Orders are typically processed within 1-4 business days. For custom or made-to-order jewelry, processing times may be longer, up to 7-10 business days. We will notify you via email if there are any delays.
  • Out of Stock Items: If an item you ordered is out of stock, we will inform you as soon as possible and provide options for a replacement, a backorder, or a full refund.

4. Shipping Options and Fees

  • We offer shipping within Romania and to select international locations. Shipping rates vary depending on the destination and the shipping method chosen. Standard Shipping (Romania): Free shipping on orders over 2000 RON. For orders under 2000 RON, a flat shipping fee of 25 RON will apply.
  • Express Shipping (Romania): A flat rate of 40 RON for faster delivery (1-2 business days).
  • International Shipping: Available to select countries in the EU. Rates will vary depending on the destination and package weight. Please note that additional customs duties and taxes may apply for international orders.

5. Delivery Time

  • Items currently in stock
  • Romania: Standard shipping typically takes 2-5 business days. Express shipping is available for delivery within 1-2 business days, depending on your location.
  • International: Delivery times for international orders range from 5 to 14 business days, depending on the destination country.
    1. We strive to ensure timely deliveries, but please note that shipping times may vary due to external factors such as courier delays, public holidays, or customs procedures.
  • Bespoke/made to order
    1. The majority of our products are made to order and may not be available for immediate shipment. For orders placed for items that are not currently in stock, or that are made following the customers design, please allow 5 to 8 weeks for production and delivery.
    2. We will provide updates regarding the status of the order and notify you when the item has been dispatched.

6. Tracking Your Order

  1. Once your order has been dispatched, you will receive a confirmation email with your tracking number. You can use this number to monitor the progress of your shipment through the courier's website.

7. Shipping Address

  • Accuracy: Please ensure that all shipping details provided during checkout are accurate. We are not responsible for delayed or lost shipments due to incorrect or incomplete addresses.
  • P.O. Boxes: Please note that we do not ship to P.O. boxes. A full physical address is required for all deliveries.

8. Damaged or Lost Packages

  • Damaged Shipments: If your package arrives damaged, please contact us immediately with photos of the damage. We will assist in filing a claim with the courier and arrange for a replacement or refund.
  • Lost Packages: If your order has not arrived within the estimated delivery time, please contact our customer service team, and we will help you track the package. 

9. Returns and Exchanges

  • If you need to return or exchange an item, please refer to our Return Policy for further details on eligibility and procedures.

10. International Orders

  • Customs and Import Duties: For international shipments, any customs fees, import duties, and taxes imposed by the destination country are the responsibility of the customer. We recommend checking with your local customs office for more information on potential charges.
  • Shipping Restrictions: We currently ship to select countries in the EU. If your country is not listed at checkout, please contact us for further assistance.