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 $75. On US orders below $75, we offer flat rate shipping at $7.
We offer an expedited shipping upgrade for an additional $5.
International Orders: We're a tiny but mighty team, and we cannot support international shipping at this time. We are working hard to bring back international shipping as soon as we can!
Do you offer expedited delivery?
For US customers, we offer expedited delivery for an additional $5.
We normally ship expedited orders via FedEx 2-Day. If an order cannot ship via FedEx (e.g. PO Boxes, APO/FPO/DPO addresses), we ship via USPS Priority Mail. USPS Priority Mail usually takes 2-5 days to deliver in practice (it too hasn't been as reliable since the pandemic started).
You'll see an expedited shipping option at checkout to upgrade your delivery speed.
Do you require a signature upon delivery?
For fine jewelry orders and 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.
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.
How long will it take for 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).
We ship with USPS, and it usually takes them 2 to 7 business days to deliver, though sometimes longer nowadays TBH....the pandemic didn't do anything good for USPS delivery times 🤦🏻♀️.
Help! I entered the wrong shipping address!
Send a note with your order number and correct shipping address as soon as you can to firstname.lastname@example.org and we’ll do our best to fix that right up for you.
Please note that if the order has already gone to our warehouse, we unfortunately cannot modify your shipping address. We’re a small team that tries our best to get orders shipped out as soon as possible, so our processing times are super quick - sometimes even just a few hours. We know it sounds easy, but it's not always possible - but we promise we'll try our best for you!
Orders returned to us because of an invalid address are subject to a $10 shipping fee if reshipped.
I'd like to make a change to my order. What should I do?
Send us a note with your order number and your requested order change to email@example.com and we’ll do our best to update your order for you.
Please note that if the order has already gone to our warehouse, we unfortunately cannot modify your order. We're doing our best for you - so please bear with us!
I think my parcel was lost or stolen. What can I do?
We unfortunately cannot be held responsible for lost or stolen packages, but we will do everything we can to help. Please file a claim with the shipping provider and message us at firstname.lastname@example.org with the claim number so we can help assist.
If you got a notification that your parcel was delivered but haven't seen it show up yet, please wait an additional day before contacting us. We're seeing a lot of parcels marked as delivered before they actually show up - but most of the time they just arrive the next day.
Please note that all shipping carriers are seeing delays - the world is a little crazy right now - but we'll do our very best to take care of things for you.
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 and Exchanges
What's your return policy?
We want you to love your jewelry as much as we do. We offer free returns & exchanges within 30 days of purchase.
Purchases made between November 1, 2023 and December 25, 2023 are eligible for free extended holiday returns through January 31, 2024.
Certain items are not eligible for returns or exchanges (e.g. sample/archive sale items, Surprise Ear Bar Trio, custom items, gift cards, gifts with purchase).
Returned items must be undamaged and in its original packaging. If your item is received with any damage, we will provide Maison Miru merchandise credit for the return.
Refunds are issued in the original form of payment for all purchases.
To begin the return process, visit our Returns & Exchanges portal.
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. Shipping is not refundable.
How do I find my order number?
Look for your order number on your order confirmation email. It's 6 digits long (e.g. 123456), and you'll find it right above the list of items you ordered. You can also find your order number on your packing slip that came with your order. It's called the "control number" instead of the order number.
How do I find my order number if I placed my order on Facebook/Instagram?
Facebook/Instagram order confirmation emails use a different order number, so the only way to find your Maison Miru order number is on the packing slip that came with your order. Our order number is called the "control number" and it's 6 digits long (e.g. 123456). If you don't have your packing slip anymore, message us at firstname.lastname@example.org, and we'll help find your order number for you.
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. Shipping is not refundable.
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. We try to turn things around as fast as we can on our end, but it also takes time for your credit card to process your refund. FYI: typically, it takes around 5-10+ working days to process the refund, depending on your bank card/issuer. We wish we could speed that up for you, but it's unfortunately out of our control.
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, we gladly accept returns and exchanges within 30 days of purchase, minus custom items and items marked as Final Sale.
To make an exchange, please visit our Returns & Exchanges portal.
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 request an exchange or Store Credit in for the value of the purchased item via our Gift Returns & Exchanges portal.
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 with your order number. If it hasn't shipped yet, we'll do our best to cancel it before it ships. 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.
365 Day Happiness Guarantee
I hear you have a 365 Day Happiness Guarantee. Tell me more about this.
We offer a 365 Day Happiness Guarantee on our jewelry. We’ll do what it takes for you to be happy with your Maison Miru jewelry. If your jewelry doesn’t fit, we’ll help you find the right style for you.
We create high quality jewelry crafted with care. If you’re not satisfied, we can repair or replace any items that don’t meet expectations during our 365 day warranty period. Please note that our warranty does not cover Final Sale items.
Please note that discoloration, oxidation and tarnishing are all inherent and inevitable for plated jewelry over time. We stand behind the craftsmanship of our jewelry (we dip our jewelry in an extra thick layer of gold), and with proper care, your jewelry is made to last.
Please reach out to us at firstname.lastname@example.org with a photo and description of the issue, and we will do our best to make it right. Your happiness is our priority!
What do I do if my Maison Miru jewelry arrived damaged or with a defect?
That’s no good! Please message us at email@example.com with a photo and description of the problem within 3 days of receiving your parcel, and we will do our best to make it right. Your happiness is our priority.
Oh snap, I just lost the backing to my earring. Can I get another?
We got you - for the 14k gold plated replacement butterfly 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 butterfly backing is $10 in addition to the cost of shipping. For solid 14k gold styles, each extra butterfly backing is $25 in addition to the cost of shipping. If you're interested, just email us at firstname.lastname@example.org, and we'll help you out!
We unfortunately do not have extra backings for the threaded flat back earrings, but we do offer replacement push pin flat backs here!
Can I return just one or two pieces from my set?
Yes! You can return part of a kit or set. Please note that if you decide to keep some items but not the full kit, you will no longer be eligible to receive the discounted kit price for any items you keep.