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Shipping & Returns

Please read our Shipping & Returns Policy below carefully before placing an order with Michelle Massoura. If you have any questions, please do not hesitate to email us at sales@michellemassoura.com.

 

International Delivery

All orders placed with Michelle Massoura are shipped worldwide from Nicosia, Cyprus via our affiliate courier DHL Express Shipping. All orders are insured against theft and accidental damage during delivery. Shipping is free of charge for all destinations.

Michelle Massoura jewellery is handmade to order. Please allow up to 2 weeks for most of the orders to be shipped. We are happy to help with any urgent delivery requests.

Items marked as “Ready to Ship” will be shipped within 1-2 business days.

Upon placing your order with Michelle Massoura, you will receive a confirmation email. Once your order ships, you will receive an email with tracking information so you can follow its progress.

Please keep in mind that our shipping times should be used as a guide only. Michelle Massoura cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimise any potential delays.

We are unable to deliver to PO boxes.

Delivery within Cyprus

Orders for delivery within Cyprus are placed directly via phone at +357 99722335.

Your order will be delivered for free via our affiliate courier.

Taxes and Duties

For orders shipped within the EU, all our prices are inclusive of all taxes and duties.

For orders shipped outside the EU, please use code “NONEU” at checkout, so that the EU VAT is deducted from the final price (this code can be used in conjunction with all discount codes). Alternatively, the EU VAT amount will be refunded back to your account as soon as possible. You will then be required to pay any applicable duties and taxes directly to your country’s customs authorities once your order arrives. As these costs are beyond our control and vary between countries, we cannot predict what they may be. We would therefore advise you to contact your local customs office for more information. If you have any further questions, please do not hesitate to contact us directly.

 

Returns and Exchanges

You may request an exchange or refund of your order for any reason within 14 days of delivery, subject to the terms and conditions set out below.

A request for exchange or refund must be sent at sales@michellemassoura.com within 14 days of delivery. Please quote your order number and we will reply with instructions.

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and in their original packaging. Please also keep intact all invoices and documents included in your package, as they will be required when returning your order.

We regrettably cannot accept returns on personalised or customised orders or on products made to the consumer’s specifications. Items on sale may also not be eligible for return, in which case this will be stated explicitly at the product’s description.

All items must be returned from the same country to which they were delivered and via our own carrier. All necessary details and instructions will be provided to you once your request is received.

Repeated requests for returns or exchanges will be flagged and may, at our discretion, be refused and/or lead to future orders being refused.

Exchanges

You can choose to exchange your Michelle Massoura product within 14 days of delivery, subject to the terms and conditions set out above. Please email us at sales@michellemassoura.com and we will reply with instructions.

For orders shipped within the EU, there is no cost to exchange your purchase and the cost of shipping will be covered by us. For orders outside the EU, shipping costs will be deducted from the refund whilst any paid customs duties and sales taxes are non-refundable through Michelle Massoura. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker. Please do not hesitate to contact us for more information or clarifications

Refunds

You can choose to cancel your order and ask for a refund within 14 days from delivery without giving any reason.

The withdrawal period will expire after 14 days from the day after you receive your order.

To exercise the right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement by email at sales@michellemassoura.com.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

The right of withdrawal is not available for personalised and/or customised orders and/or products made to the consumer’s specifications.

If you withdraw from your sales contract, we shall reimburse to you all payments received from you. The cost of return shipping will be deducted from your refund. Also, for orders outside the EU, shipping costs, duties and taxes are non-refundable through Michelle Massoura. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker. Please do not hesitate to contact us for more information or clarifications.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

You shall return cancelled orders to: Michelle Massoura Fine Jewellery, 32 Stasikratous, Suite 602, 1065 Nicosia, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from the sales contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and in their original packaging. We shall withhold reimbursement until we have received the goods back and we confirm that they are in conformity with the aforesaid conditions. We may make a deduction from the reimbursement for loss in value of any goods supplied.

We reserve the right not to accept any return (or, as an alternative, reduce the amount of any applicable refund or exchange) if the product shows signs of wear or has been used, washed or altered from its original condition in any way. You will be informed if we propose to reduce your refund and you may choose to have the products sent back to you at your own expense.

Repairs and Replacements

In the unlikely event that an item is not in conformity with its description, please email us as soon as possible at sales@michellemassoura.com. When you get in touch with us, please provide your order number and photographs of your item.

Products are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. All items returned as faulty will be inspected and any items which are damaged as a result of wear and tear or by accident or through misuse will not be considered faulty. We will still be pleased to assist you either by repairing or replacing your product at a relevant cost agreed by both parties.

Faulty products will be repaired and returned without any charge. If repair is not a viable option, we will either replace the product or offer a full refund.