Customer Care: The Things People Ask
Where do you deliver and what are the delivery fees?
US Orders: We use USPS First Class for US deliveries. We offer free standard shipping on all US orders over $50. On US orders below $50, we offer flat rate shipping at $6.99.
International Orders: We're currently shipping from home and can ship our fashion jewelry collection wherever USPS ships worldwide for a flat rate of $19.99. Contact us at firstname.lastname@example.org, and we can set up a special order for you. Please note that your order may be subject to additional duties or import taxes, which are calculated by customs officials in each country. These fees are not included in the prices listed on our website.
What about your fine jewelry collection? Where do you deliver, and what are the fees?
For our solid gold fine jewelry collection, we ship with USPS Priority Mail domestically and DHL Express for international orders. We may require a signature upon delivery for jewelry orders over $200.
Do you require a signature upon delivery?
For jewelry orders over $200, we may require a signature upon delivery. Please adjust your shipping address accordingly or contact us at email@example.com to update your order.
Why do you require a signature upon delivery?
We want to make sure your package arrives to you safely, and since we are shipping delicate fine jewelry, we want to be sure that the right person is receiving it! If you won’t be home to sign for your package, we are happy to send it to your office instead, or remove the signature requirement. However, if we remove the signature requirement, we unfortunately can’t assist in the (unlikely) event the package is lost or stolen in transit.
If a signature is required, can I choose to send my package to my office so that someone's available to sign for it?
Of course! Please update your shipping address when placing your order, or message us at firstname.lastname@example.org and we can change it!
How long does it take my order to ship?
Orders are usually fulfilled and shipped within 1-3 business days (M-F) of purchase. We ship from Monday through Friday, excluding holidays. You will be charged at the time the order is placed. When your order ships, we will email you a shipping confirmation (typically 1-2 working days after your order was placed).
For US customers, we offer expedited delivery via USPS Priority Mail. You'll see options at checkout to upgrade your delivery speed.
Send a note with your order number and correct shipping address to email@example.com and we’ll fix that right up for you.
I haven’t received my parcel. What should I do?
If you haven’t received your parcel and need more assistance, contact us at firstname.lastname@example.org.
If you refuse delivery of any order placed on Maison Miru, the parcel will be returned to us. You will receive a refund for the merchandise, but shipping charges are unfortunately non-refundable. You'll be responsible for the original shipping charges to you, any duties/customs/taxes charges incurred on the roundtrip shipment, and the cost of returning the package to us. This amount will be subtracted from your merchandise refund. If you have any further questions, please contact us at email@example.com.
Returns & Exchanges
What's your return policy?
We want you to love your jewelry as much as we do. If for any reason you are not completely satisfied with your purchase, we gladly accept returns within 30 days of purchase for most items. Custom items and items marked as Final Sale (e.g. The Surprise Ear Bar Trio and Sample Sale items) are the only exceptions. Please ensure that items are undamaged, and please do not hesitate to contact us if anything seems amiss. Refunds are issued in the original form of payment for all purchases. To begin the return process, please contact us at firstname.lastname@example.org.
You will be responsible for arranging to have the item(s) returned to us, and for any costs incurred. We strongly recommend that you use a trackable service to return your items to us, as we cannot be responsible for items which do not reach us.
Please send to:
260 W 35th Street
New York, NY 10001
You are responsible for any costs incurred in returning your jewelry. Please note that unauthorized returns/exchanges may be returned to the sender. Returns received outside the above time frames are accepted at the discretion of Maison Miru.
When and how should I expect my refund?
Once we have received the item(s), we'll contact you to confirm receipt of the parcel. The cost of any undamaged and unworn products, correctly returned will be credited to the original purchaser's credit card, including any sales taxes. Refunds will be made within 30 days of the date of receipt of the parcel; in practice, it'll almost always be much quicker than that. Typically, it takes around 5-10 working days to process the refund, depending on your bank card/issuer.
Can I exchange an item?
We want you to love your Maison Miru jewelry as much as we love making it. If for any reason you are not completely satisfied with your purchase, we gladly accept returns and exchanges within 30 days of purchase, minus custom items and items marked as Final Sale. Exchanges are not automated because our stock is limited. To exchange your purchase for an alternative item, please contact us at email@example.com to request an exchange.
Can I return a sale item?
The same return policy applies to sale items, except for products that are labeled as Final Sale. Final Sale products will be labeled as such on the product page.
Can I exchange an item received as a gift?
If you have received an item from Maison Miru as a gift you can of course request an exchange or Store Credit in for the value of the purchased item. Please contact us at firstname.lastname@example.org arrange your exchange.
Just completed your order but you changed your mind?
Not a problem. We need written confirmation of cancellation from you, so you'll need to contact us at email@example.com quoting your order number. If you have already received your order, you will need to return all of the items in the order. The items must be in their original condition and will be inspected once we have received them.
I received a faulty item. What should I do?
If you received a faulty item, please contact us at firstname.lastname@example.org to arrange for a new item to be delivered to you. Faulty items will only be accepted if the goods are delivered to the customer damaged. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty.
Tiny Crystal Studs Promotion
How do I claim my Tiny Crystal Studs for the price of shipping?
We want you to be able to see the quality of the jewelry for yourself, so we're giving away a pair of our signature gold Tiny Crystal Studs (a $29 value) for the price of shipping. It's one pair of earrings per customer, and you can use code EARBARLAUNCH to claim the promotion. Alternatively, start here :).
Oh snap, I just lost the backing to my earring. Can I get another?
We got you - for the 14k gold plated and sterling silver replacement backings, we can ship you another backing on the house if you don't mind covering the cost of shipping. For sterling silver styles, each extra backing is $5 in addition to the cost of shipping. For solid 14k gold styles, each extra backing is $10 in addition to the cost of shipping. If you're interested, just email us at email@example.com, and we'll help you out!