FAQs & Contact

The answer to your question can probably be found in the following FAQ 👍

Order

I have not received an order confirmation

You will receive a confirmation email immediately after completing your payment.
If you still don't see the email, please check your spam folder. Don't hesitate to search for "Milona" in your mailbox.

If you still can't find the email after 10 minutes, please contact our customer service department, either via the contact form (click here) or by sending an email to the following address: hello@milona.co

If you don't receive a reply from us within 24 hours, please check your spam folder.

I have the wrong e-mail address

We can change the email address associated with your order and resend confirmation and shipping emails. Simply contact our customer service department, either via the contact form (click here) or by sending an email to the following address: hello@milona.co

Please note that if your order has already been shipped, the carrier will not be aware of the change of address and you will not receive any tracking information from them. Of course, you can always track your order on our website (click here).

Can I change my shipping address?

It is possible to change the shipping address if your order was placed on the same day, before 11pm CET. After this time, all orders enter the preparation process, the information is fixed and can no longer be changed.

Please contact us urgently if you wish to change the shipping address (don't forget to mention the new address 😉), either via the contact form (click here) or by sending an email to the following address: hello@milona.co

I made a mistake on the engravings

It is possible to change the engraving if your order was placed on the same day, before 11pm CET. After this time, all orders enter the preparation process, the information is fixed and can no longer be changed.

Please contact us urgently if you wish to change the engraving, either via the contact form (click here) or by sending an email to the following address: hello@milona.co

Can I cancel my order?

Cancellation is possible if your order was placed before 11 p.m. CET on the same day. After this time, all orders enter the preparation process, the information is frozen and can no longer be modified or cancelled.

Please contact us urgently if you wish to cancel your order, either via the contact form (click here) or by sending an email to the following address: hello@milona.co

Shipping

How can I track my order?

Go to the "Track your order" section at the bottom of our website to track the progress of your order. Click here to be redirected.

How do I enter my order information to track my order?

You will need :

  • Your e-mail address you used to place your order.
  • The order number corresponds to the order number beginning with #, e.g. #65842, not to be confused with your tracking number! You can write it with or without the #, the system understands.

Do you ship to my country?

Although we do our utmost to guarantee worldwide shipments, we do not currently serve the following destinations:

  • France DOM-TOM
  • Argentina
  • Ukraine
  • Cuba
  • Iran
  • Libya
  • Sudan
  • Syria
  • Turkmenistan

In addition, we may not be able to serve certain countries, cities or regions. If we do not serve your country, you will not be able to finalize your order at checkout.

When will I receive my order?

All orders are expertly packaged, prepared, and shipped within 1 to 3 business days of ordering.

We ship Worldwide and the typical delivery timeframe is 6-12 days. Depending on your location, you may receive items later or sooner.

All orders come with tracking numbers, allowing you to monitor your shipment every step of the way.

I haven't received my tracking e-mail. What should I do?

You will receive an email containing your tracking number within 1 to 3 working days.
If you still haven't received the email within this period, please check your spam folder, or use the search function in your mailbox for the keyword "Milona".

If you still can't find it, please contact our customer service department. You can contact us via the contact form (click here) or directly by sending an email to the following address: hello@milona.co

When will my order be shipped?

Your order will usually be dispatched within 1-3 working days (unless otherwise indicated on the product pages).

In busy periods (Valentine's Day, Mother's Day and Christmas), this time may be slightly extended.

My tracking number doesn't work. What should I do?

Please note that tracking information is only available within 3 to 6 working days from the date of receipt of your shipment confirmation e-mail.

This is the time required to propagate the tracking information into the carrier's systems.

My order says "delivered" but I haven't received it yet - what should I do?

The carrier sometimes entrusts the parcel to the receptionist or your janitor.
Similarly, the delivery person may accidentally drop the parcel in a neighbor's mailbox.
Please check with them, as your order is probably waiting for you there.

If, despite your checks, the parcel still cannot be found, please file a claim with the carrier, so that we can resend your order. Our customer service department will ask you for a copy of the claim.

Our Eternal Roses

What is an Eternal Rose?

An Eternal Rose is a real rose that has been meticulously preserved to maintain its natural beauty and vibrant color for years, without the need for water or sunlight. Through a special preservation process, each rose retains its soft petals and fresh appearance, making it a perfect symbol of everlasting love and elegance. Whether as a gift or a decorative piece, an Eternal Rose is designed to bring enduring joy and charm to any setting.

How long does the eternal rose last?

Our eternal rose is delicately crafted from high-quality materials and meticulously designed to last for years, maintaining its vibrant color and fresh appearance. Its resplendent appearance evokes the freshness of a freshly bloomed rose, freezing the magical moment when nature meets eternity. To make your experience even more magical, each eternal rose is delicately scented.

Here are a few tips to ensure the longevity of your eternal rose:

  1. Don't expose it to direct sunlight: it's best to keep your eternal rose in a cool, shady spot in your home.
  2. Avoid exposure to moisture: water can discolor the rose's petals. Keep your eternal rose away from damp places and don't try to water it.
  3. Handle it gently: Although the eternal rose is robust, it can be damaged if handled roughly.
  4. Store in a display case: The rose can be stored in a display case (with the lid on) to protect it from dust.

How do I take care of my eternal rose?

Taking care of your Eternal Rose is effortless! Simply keep it in its protective case, away from direct sunlight, excessive heat, and humidity. There's no need for watering or special maintenance. With minimal care, your Eternal Rose will remain as stunning and vibrant as the day you received it, bringing beauty and joy for years to come.

Do Eternal Roses have a scent?

Yes, our Eternal Roses are infused with premium rose essential oil, giving them a delightful and lasting fragrance. This added touch ensures that your Eternal Rose not only looks stunning but also fills your space with the lovely scent of fresh roses, enhancing its overall appeal and making it a perfect gift or decorative piece.

Are the colors of the Eternal Roses natural?

Our Eternal Roses come in a variety of colors, some of which are enhanced or altered during the preservation process. This allows us to offer a wide range of beautiful hues, including both natural and unique shades that add a special touch to any occasion.

Are Eternal Roses environmentally friendly?

Yes, our preservation process is eco-friendly, and by choosing an Eternal Rose, you're also reducing waste by enjoying a flower that lasts much longer than fresh-cut roses. It's a sustainable way to appreciate the timeless beauty of roses.

Returns & Refunds

How do I return a product?

If the product you have ordered is personalized:
We cannot take back and refund a product that has been personalized according to your request.

If the product you have ordered is not personalized:
You can return it for a full refund. You are responsible for return shipping costs. The contents of the package must be exactly the same as the one you received. We reserve the right to refuse a refund if the product has been used, altered or damaged in any way.
To initiate a return, please contact our customer service department, either via the contact form (click here), or by sending an email to the following address: hello@milona.co

I've received a defective product

If you receive a product that is defective or damaged in shipment, we offer a replacement guarantee.

Please take one or more photos of the defective part and contact us within three days of delivery at hello@milona.co

I've received the wrong engravings

We'd like to apologize for this, as in the rarest of cases we can make a mistake with the engraving - we're human after all, and we're not immune to fatigue. Of course, we will replace the jewel free of charge, confirming the engravings with you.

Please take one or more photos of the engravings and contact us within three days of delivery at hello@milona.co

Can't find your answers?

Our customer service is available 7/7 from 8am to 11pm to answer all your questions. If you do not receive a reply within 24 hours, please check your spam folder, as our e-mails are sometimes redirected there.

If you still do not receive a reply from us, especially for icloud, outlook, hotmail addresses, please contact us directly from your mailbox by sending an e-mail to hello@milona.co

Please check the spelling of your e-mail address before validating your request 😊