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COVID - 19 SERVICE UPDATE

 

Coronavirus Company Statement

UK DELIVERY 

Our website remains open to take orders, UK & European delivery is still in place, however our next day despatch guarantee has now been removed. From Monday 30th March 2020 we will only despatch parcels Monday – Wednesday. 

It is our aim to fulfil as many orders as we can on these three days however, this does mean we will suspend our faster despatch promise, we hope you understand why it may take us a little longer than usual.

We will continue to notify you once your order has been despatched via email. 

Parcels will now take a little longer to be delivered.

Please click here to see Royal Mail’s delivery status during Coronavirus outbreak: https://www.royalmail.com/coronavirus

We will be sending all orders in the U.K and internationally on our regular Royal Mail services unless otherwise stated.

At this time, we have good availability of our products and are in close contact with our supply chain to maintain good stock levels. However, it is possible that some suppliers may be unable to meet their delivery times and some items become temporarily unavailable. We will do our best to have accurate information on when inventory will be back in stock so that you can plan accordingly. If any items are showing as being 'out of stock' you can also contact us at info@mialia.co.uk where we will be happy to help you with your query.

We thank you for your patience and understanding during these challenging times we are all facing.

 

General Information

To help minimise the spread of the virus, we are following the latest Government recommendations. 

During these unprecedented times, we are extremely grateful for the service we have been able to continue to deliver to our customers.

There are only 1-2 team members working which complies with the social distancing rule.

We will do everything possible to support all our staff through these uncertain times, taking all precautions to protect our customers and colleagues.

We are following stringent cleaning guidelines in our studio during making jewellery and when handling and packing items. Hand sanitising is happening in-between every order we are making with frequent hand washing too.

We will aim to dispatch all orders as soon as possible however it can now take 7-14 days until orders are dispatched as everything is hand made in our studio by Marie. All engraved and hand stamped items can take longer as previously noted.

*Pre-order items can also take 2-4 weeks to be delivered.*


EU DELIVERY

Delivery within the EU costs £10 and is delivered by the Royal Mail 'International Signed For' service or Airsure. Delivery is approximately 5-10 working days and shipments need to be signed for upon receipt. 

NON-EU DELIVERY

Delivery outside of the EU to the rest of the world costs £14.00 and is handled by the Royal Mail 'International Signed For' service or Airsure. Parcels need to be signed for upon receipt and delivery and takes approximately between 7-15 working days. Any taxes or duties that occur upon delivery to non-EU countries are the responsibility of the customer.

Customers outside the United Kingdom are liable for any customs/import duty, quotas, permits, product/import restrictions and other local requirements. Any such charges are the responsibility of the customer. Some countries (eg United States and EU countries) do not charge import duty for gemstones from the UK; however, if you are unaware of the situation for your own country it is always advisable to make checks of your own.

Should a customer refuse delivery of their order they are responsible for return freight charges and any import duty incurred upon its return.

 

LATE AND LOST DELAYS

Items cannot be replaced before they are classified as lost items by the Royal Mail services. That is 20 working days for UK and 30 working days for international deliveries after the dispatch date.

On international deliveries, your parcel is usually handled by more than one courier service. Hence when parcels are sent abroad, the actual delivery of your parcel will be their responsibility. Often delays of up to 10 days are caused by customs checks.

Parcels that are tracked as being delivered but not received by the customer (This may happen if you have provided us with an alternative delivery address where someone else has signed for your item). In these cases you will need to obtain a proof of delivery certificate from the Royal Mail by filling their signature request form. Please note that Mia Lia does not refund nor replace items that are tracked as being delivered. For such reasons we recommend that you provide us with your home address or work address where you will be the signatory for all deliveries.

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