Frequently Asked Questions
If you have any questions about Millie + Rose Jewellery that are not covered below, please just send us an email and we will get back to you as quickly as possible.
When will I be charged for my order?
All payments are taken on completion of your order. Please allow 3-5 days for the payment to show in your bank account.
What should I do if I have problems placing my order?
Send us an email using the Contact Us page of the website.
Delivery is free of charge on all UK orders sent via our usual channel – Royal Mail Recorded Delivery. If your order is required urgently, please contact us by email and we will do all we can to get this to you as quickly as possible. There will be an additional cost for this service.
What do I do if the goods I have ordered have not arrived?
We will email you to let you know that your order has been dispatched. All orders are sent by Royal Mail Recorded Delivery which requires a signature on receipt. Delivery can therefore be tracked on the Royal Mail Website by us. If, for any reason, your order does not arrive safely, we will either send a duplicate item(s) or if this is not available, a refund will be given.
If I need my order more quickly than the standard delivery method, can I request this?
We are able to send your order by Royal Mail Special Delivery (next working day) depending on the time your order was placed. Please send us an email before placing your order to receive confirmation of how quickly your order can be received.
Which payment methods do you accept?
We accept payment online by most major debit and credit cards.
What if I need to cancel my order?
We may be able to cancel your order but we ask that you email us within an hour of placing your order. If it is too late for us to cancel your order, you can return this to us. Your order must be returned by Recorded Royal Mail so that it can be tracked. Item(s) must be received by us in the pristine condition that they left us. Once we’ve received the returned goods we will process a refund and send you a confirmation email to confirm it has been actioned. Please note that it can take up to 3-5 days for the monies to reach your account.
Can I add a different delivery address to my order?
Yes, you can send your goods to a different UK or international delivery address to your billing address. The delivery address appears as a separate field in the checkout and you just need to input the correct details.
Why has my card payment been refused?
If you receive a message which tells you that your payment has been declined by your card issuer you will need to contact your card issuer to find out why your card has been refused. You should also check if you have entered the following correctly:
Name (as appears on card)
Valid From Date
Issue Number (if applicable)
Security Code etc
The information you enter has to match the details held by your bank/credit card company, even something as minor as a space in a card number or a full stop after an initial can cause problems.
Is there a shop that I can visit?
Millie + Rose Jewellery is only currently available via this website.
How will my jewellery be wrapped?
All our jewellery is wrapped in crisp black tissue, ribbon and a Millie + Rose seal. External packaging for posting is a black matt bubble envelope. The contents are also wrapped in bubble wrap to ensure they reach you in pristine condition.
Can I return earrings?
For reasons of hygiene we are unable to offer refunds or exchanges on earrings, unless they are faulty.