Customer help
79 detailed answers, organized into six expandable topics: Materials, Waterproof & Care, Quality, Size & Styling, Shipping & Returns, and Warranty & Support.
Materials vary by design. Depending on the product, a piece may use sterling silver, stainless steel, other jewelry metals, moissanite, cubic zirconia, or other stones. Every piece uses a six-layer electroplating process. The product page is the source for the exact base material, stone, dimensions, weight, and finish of the item you select.
MILES jewelry receives six layers of electroplating designed to improve color retention, durability, and resistance to normal water and sweat exposure. The six-layer process does not make a piece solid gold, solid platinum, or solid rhodium; the product page separately identifies the base material and surface finish.
These terms describe the outer finish applied over the base material stated on the product page. Rhodium, yellow-gold, rose-gold, white-gold-tone, and platinum finishes can differ in color and appearance, but none should be interpreted as a solid precious-metal claim. The exact finish supplied with each variant is written in that product’s description and option selection.
No. Plated jewelry has a surface finish over another stated base material. A piece is solid gold, solid platinum, or solid white gold only when the product page explicitly uses that solid-metal description. Always read the material and finish fields together before ordering.
Only rely on a hypoallergenic, nickel-free, or specific-metal claim when it is explicitly stated on the product page. Metal sensitivities vary by person. If you have a known allergy, review the listed materials or contact us before ordering. Stop wearing the piece if irritation occurs.
The stone type is stated on each product page and may vary by design or variant. Do not identify the stone only by appearance or assume every iced piece is moissanite. If the specification is unclear, contact us with the product link before placing the order.
No. Moissanite is a separate lab-created gemstone with its own optical and material properties; it is not a natural diamond. Product pages identify moissanite and diamond products separately, so compare the exact stone description rather than appearance alone.
No. Documentation or certification is included only when the product page explicitly says it is included. A stone report identifies stated gemstone characteristics; it is not automatically a monetary appraisal, proof of investment value, or guarantee of future resale value.
Yes. MILES jewelry is waterproof and designed for normal daily contact with water. Waterproof does not mean chemical-proof or scratch-proof: bleach, cleaning products, strong acids, perfumes, and other harsh chemicals can still affect the finish, stones, adhesive, or settings.
Yes. Our six-layer electroplated jewelry is sweat-resistant and suitable for normal workouts and warm weather. After heavy sweating, rinse or wipe away salt, body oils, sunscreen, and other residue, then dry the piece with a soft lint-free cloth.
Yes. Normal showering is covered by the waterproof claim. Soap, shampoo, conditioner, and hard-water residue can build up over time, so rinse the piece with clean water and dry it after showering. Avoid bleach, strong cleaning products, and abrasive scrubs.
Occasional exposure is acceptable, but chlorine, salt, sunscreen, and pool chemicals are more aggressive than fresh water. Rinse the jewelry thoroughly with clean water and dry it after swimming. Repeated chemical exposure can shorten the life of any plated finish.
No. Under normal wear, MILES jewelry will not turn your skin green. If you notice unusual discoloration, irritation, or a change in the piece, stop wearing it and contact us with your order number and clear photos so we can review the issue.
The six-layer plating is designed for durability, water resistance, sweat resistance, and improved color retention. No plated surface is completely immune to abrasion, deep scratches, harsh chemicals, or long-term wear. How a piece ages depends on frequency of wear, friction, storage, skin chemistry, and chemical exposure.
Normal water contact is safe, so MILES jewelry does not need to be kept dry during wear. Rinse with clean lukewarm water when needed and wipe gently with a soft lint-free cloth. After sweat, showering, swimming, sunscreen, or body-product exposure, remove soap, salt, chlorine, and other residue, then wipe the piece before storage. Do not scrub the plated surface.
Avoid bleach, strong acids, household cleaners, abrasive powders, toothpaste, silver dip, and harsh chemical jewelry cleaners. Apply perfume, sunscreen, lotion, hairspray, and cosmetics first, let them dry, and then put on the jewelry. Waterproof and sweat-resistant do not mean chemical-proof.
Do not use them unless the specific product instructions explicitly allow it. Ultrasonic vibration, chemical dips, abrasives, toothpaste, and stiff brushes can affect plating, stones, adhesive, or settings. Use lukewarm water and a soft lint-free cloth for routine cleaning.
Store each piece separately in a clean, dry pouch or compartment. Close chain clasps before storage to reduce tangling, and avoid storing jewelry loose with harder metals, watches, stones, or sharp objects that can scratch the plating or settings.
We make every effort to present products accurately. Small differences may occur because of lighting, screen settings, stone reflections, handmade production, or normal manufacturing tolerances. Review the selected variant, measurements, weight, finish, and stone type; close-up photography alone is not a reliable guide to scale.
Small variations caused by lighting, screen display, stone reflection, handmade production, and normal manufacturing tolerances may occur and are not automatically defects. If the item materially differs from the ordered variant or stated specification, contact MILES within 7 days with clear photos for review.
Price depends on the base material, stone type, size, design, manufacturing, setting work, plating, and customization. Plated jewelry, sterling silver, moissanite, cubic zirconia, solid gold, and natural diamonds are different product categories, so compare the exact specifications rather than appearance alone.
No investment return or resale value is guaranteed. Jewelry should be purchased for its design, stated materials, craftsmanship, and personal use unless an independent qualified appraiser states otherwise. A stone certificate or product document is not automatically a monetary appraisal.
Use the current product page specifications—material, finish, stone type, dimensions, weight, and selected variant—as the primary purchase information. Photos, videos, and customer reviews provide helpful visual context but can look different because of lighting, screen settings, individual fit, or the reviewer’s selected size and finish.
MILES makes an ethical-sourcing, recycled-material, conflict-free, or sustainability claim only when it can be supported for the specific product or supplier. We do not make a blanket sourcing promise for the entire catalog without documentation. Contact us before purchase if you require specific sourcing records.
Use the measurements listed on the product page and compare them with a piece you already own whenever possible. Measure the body area where the piece will sit, not the jewelry laid flat, and allow for your preferred fit. Custom-sized products may be final sale, so confirm measurements before ordering.
Compare the listed length and millimeter width with a chain you already wear. The same length can sit differently depending on neck size, body shape, pendant size, and chain thickness. Close-up photos enlarge detail, so use the written dimensions as the reliable scale reference.
Measure around the wrist where the bracelet will sit, then compare that measurement with the product’s listed length and any fit guidance. A thicker bracelet may feel tighter than a slim bracelet at the same length. Do not order a custom length until you have confirmed the measurement.
Measure the intended finger at normal room temperature and compare it with the product size guide. Finger size can change with temperature and time of day. If you are between sizes or ordering a specially sized ring, contact support before purchase because custom sizing may make the item final sale.
Read the millimeter width, length, pendant dimensions, chain length, and listed weight on the product page. Compare those measurements with a ruler and a piece you already own. Product photos are often enlarged to show detail, and an estimated weight can vary slightly by size or normal production tolerance.
Packaging can vary by product and order. Gift boxes, gift messages, or special presentation are included only when shown on the product page or offered at checkout. Contact support before ordering if you have a specific gifting deadline or packaging requirement.
Ready-made orders are normally processed and shipped within 1–5 business days after payment is received. Processing time is the period before carrier pickup and is separate from the delivery estimate shown in the Shipping Policy.
Most custom or personalized items require 10–20 business days for production before shipment, and certain designs may require additional time. This production period is separate from carrier delivery time. Contact support before ordering if you have a fixed deadline.
Contact info@milesjewellery.com within 2 hours of purchase. We will help when possible, but cancellation, size, finish, address, or other changes cannot be guaranteed after processing or production begins. A request is not confirmed until support replies in writing.
MILES offers worldwide shipping to destinations available at checkout. If your country is not shown in the checkout country selector, contact info@milesjewellery.com before ordering.
MILES fulfills orders through three warehouses worldwide: the United States, Canada, and Hong Kong. Your order is assigned to the appropriate warehouse based on the shipping address entered at checkout.
Yes. MILES provides free standard worldwide shipping for every purchase to destinations available at checkout. If a faster or optional service is offered, any additional charge will be shown before payment.
No additional import payment should be due. Every order ships DDP (Delivered Duty Paid), so applicable customs duties, import taxes, and customs fees are included. If a carrier unexpectedly requests an import payment, do not pay it before contacting MILES with the order and tracking details.
Current estimates after shipment are 4–15 business days for the United States, 2–15 business days for Canada, and 5–20 business days for international destinations. These are estimates, not guaranteed arrival dates. See the Shipping Policy for current terms.
A tracking number is emailed after the order ships. Please allow 24–72 hours for the first tracking update. Processing or production time before shipment will not appear as carrier movement because the package has not yet entered the carrier network.
Contact support immediately. An address correction can only be attempted before the order is processed or handed to the carrier. Incorrect or incomplete addresses can cause delays, and additional shipping fees may apply if a package must be resent. Orders delivered to an incorrect address supplied by the customer are not eligible for return.
Allow 24–72 hours after the shipping email for the first scan. Later pauses can occur during carrier transfers, customs processing, weather disruptions, or local delivery. Contact the carrier with the tracking number first; if the estimate has passed or the carrier opens a case, send MILES the order number, tracking number, and case details.
Check the delivery location, mailbox, reception, concierge, safe places, household members, and neighbors, then contact the local carrier with the tracking number. If the package still cannot be located, email us with the order number, tracking number, and carrier case details.
Contact us within 7 days of delivery with the order number and clear photos of the item, outer packaging, inner packaging, and shipping label. Keep all packaging until support completes the review. After the issue is confirmed, MILES will arrange the appropriate resolution.
Every order includes tracking, but the current Shipping Policy does not publish a blanket insurance promise for every carrier or service. MILES reviews damaged, delayed, or missing-package cases using the tracking record, carrier investigation, and available shipment protection.
The store currently supports Shop Pay, Apple Pay, and Google Pay where eligible. Available credit card, debit card, wallet, local payment, and accelerated checkout options are displayed at checkout. If a method is not displayed for that order, it is not currently available.
No. Wallet buttons can vary by country, currency, device, browser, card issuer, and provider eligibility. Apple Pay or Google Pay may not appear on an unsupported browser or device. Use only the payment methods displayed in the secure checkout for your current order.
Yes. Checkout is powered by Shopify and uses an encrypted HTTPS connection. Shopify uses TLS to secure store and checkout connections and maintains PCI DSS compliance for payment-card processing. Payment information is processed through Shopify and the applicable secure payment provider.
No. Payment credentials are processed by Shopify and the applicable payment provider; MILES does not store raw card details or CVV security codes in customer-service records. Never send your full card number, CVV, banking password, or one-time verification code by email, chat, or social media.
Your bank or payment provider may require an identity check to protect against unauthorized use. Complete verification only inside the bank’s or secure checkout provider’s page. MILES support will never ask you to send a one-time code, password, full card number, or CVV.
Confirm that the billing details match your bank records, the card information is correct, sufficient funds are available, and the card allows online and international purchases. You can try another method shown at checkout or contact your bank. MILES cannot see or override the bank’s specific decline reason.
A pending amount may be a temporary authorization hold rather than a completed charge. Check your email and spam folder for a MILES order confirmation. If none was issued, contact us with your name, email, transaction date, and the last four digits of the payment method—never the full card number or CVV. Your bank determines when an unsuccessful authorization disappears.
First compare the amount and date with your MILES order confirmations and check whether one entry is still marked pending. Contact us with the order details and only the last four digits of the payment method so we can check the store record. If you do not recognize the transaction or believe the card was used without permission, contact the card issuer immediately.
Prices can be displayed according to the selected region and currency. The currency and final total shown at checkout are authoritative for the order. Check the currency beside the final total before completing payment.
Yes. Your bank or wallet provider may apply its own exchange rate or foreign-transaction fee. Those provider charges are separate from MILES and are not customs duties or import taxes. Ask your bank about its fee rules before paying in a foreign currency.
If an installment or pay-over-time option appears on the product page or at checkout, you may apply through that provider. Availability, approval, spending limits, payment schedules, interest, and late-payment terms are determined by the provider, not MILES, and are not guaranteed for every customer or country.
A completed order generates a MILES order confirmation sent to the email or contact information entered at checkout. Check the spam folder and confirm that the payment is not only a pending authorization. If you have a charge but no order confirmation, contact support before attempting repeated payments.
Non-custom, ready-made items may be returned or exchanged within 30 days of delivery when they are unused, unworn, in their original condition and packaging, accompanied by proof of purchase, and authorized before being sent back.
The 30-day period starts on the recorded delivery date, not the order date or shipment date. Contact MILES before the 30th day expires and wait for authorization and the correct return instructions before sending the item.
Yes, when they are non-custom, ready-made items that meet the normal 30-day return conditions. A product is excluded only when the product page or checkout explicitly identifies it as final sale or when another non-returnable condition applies.
We cannot accept custom or personalized products, ready-made items requested after 30 days, worn, altered, or customer-damaged items, unauthorized returns, or orders delivered to an incorrect address supplied by the customer. A custom item that arrives damaged, defective, or incorrect is still eligible for an issue review.
No. Products made, engraved, sized, designed, altered, or otherwise personalized specifically for the customer are final sale and cannot be returned or exchanged for preference, sizing, or change of mind. If one arrives damaged, defective, or incorrect, contact us within 7 days so the issue can be reviewed.
Use the Contact Us form or email info@milesjewellery.com before sending anything back. Include the order number, item, reason, relevant photos, and whether you prefer a refund or exchange. Requests are normally reviewed within 2 business days.
Yes. Wait for written approval, the correct return address, and the instructions for your case. Items sent without authorization or to a different address may not be accepted. Do not use an address from the parcel label or another return without confirmation.
Return the piece in its original packaging inside suitable protective shipping packaging. Do not attach labels or tape directly to jewelry boxes. Use only the approved return address. For customer-paid returns, use a trackable service and keep the receipt and tracking number until the case is complete.
Contact MILES within 7 days of delivery. Include your order number, a clear description, photos of the item, issue, packaging, and shipping label, plus a short video if photos cannot show the problem. Keep the item and packaging. After the issue is confirmed, MILES will arrange an appropriate replacement, repair, or other resolution and cover the related return shipping cost.
For an approved return or exchange caused by preference, sizing, or change of mind, the customer pays return shipping. If the return is caused by a confirmed MILES error—such as a damaged, defective, or incorrect item—MILES covers the related return shipping cost.
Do not purchase return postage for a damaged, defective, or incorrect order until support confirms the method and address. Unapproved postage, an incorrect destination, optional insurance, or upgraded express service may not be reimbursed. Keep any approved shipping receipt and tracking record.
Contact support within 30 days of delivery and identify the replacement size, length, finish, or item you want. The original product must meet all return conditions, and replacements are subject to availability. Support will confirm whether a direct exchange is possible or whether the original item should be returned for a refund followed by a new order.
Support will explain the price handling before the exchange is approved. If the case uses a refund and new order, the eligible original item is refunded for the amount actually paid and the replacement is purchased at its current price. Do not send money or an item until the written instructions are confirmed.
After an approved return is delivered and inspected, MILES will notify you of the outcome. An approved refund is then issued to the original payment method. The bank, card issuer, or wallet provider may need additional time to post it; that posting time is outside MILES’ control.
An approved refund covers the amount actually paid for the eligible returned product after discounts. Customer-paid return shipping, bank fees, foreign-transaction fees, and optional shipping upgrades are not part of the product refund. MILES standard worldwide shipping and applicable DDP import charges are already included rather than billed as separate delivery charges.
No. Approved monetary refunds are issued to the original payment method. If the original card was replaced or the account changed, contact the issuing bank; it normally routes the refund to the replacement account. MILES cannot redirect a refund to another person, card, bank account, or wallet.
Proof of purchase is required and the item must meet the normal return conditions. Any approved monetary refund must go to the purchaser’s original payment method, not to a different card or the gift recipient. A recipient who wants an exchange should contact support with the available order details.
Yes. Every MILES purchase, including custom and personalized products, includes lifetime warranty support. Email us with the order number, a description, and clear photos or video. Support reviews the reported issue, product condition, and order details before confirming the available resolution. Warranty support is separate from the 30-day return period and does not make a custom item returnable.
The published policy promises lifetime warranty support and a case review; it does not publish a blanket promise that every type of damage or normal wear will receive the same remedy. Support assesses the order record, product condition, reported defect, normal cosmetic wear, accidental damage, and care history before confirming the available resolution.
Contact support with the order number and clear photos or video before sending the piece anywhere. Repair availability depends on the design, material, damage, parts, and assessment. MILES will explain the available repair, replacement, or other option and any applicable cost or shipping instructions after review.
The current published warranty does not promise unlimited free replating or a standard complimentary replating program. If a finish issue develops, contact support with the order number and photos. We will review whether it appears to be a product defect, unusual deterioration, accidental damage, chemical exposure, abrasion, or normal cosmetic wear and explain the available options.
Include the order number, product name or link, a clear description, when the issue began, and well-lit photos or video showing the entire piece and close-up detail. For delivery damage, also include the outer packaging, inner packaging, and shipping label. Never send passwords, one-time codes, a full card number, or CVV.
MILES customer support is available 24/7. Use the Contact Us form or email info@milesjewellery.com. Include the order number and relevant photos for faster review. A request is confirmed when support responds in writing.