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 firstname.lastname@example.org.
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.
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.
The shipping fee will be displayed at checkout depending on your shipping destination. For orders shipped within Europe, the fee is 25EUR. For orders shipped to the rest of the world, the fee is 35EUR.
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.
Taxes and Duties
Michelle Massoura ships to most locations on a DDP (Delivery Duty Paid) basis. This means that Michelle Massoura will incur the cost of all relevant import taxes and duties so you will not need to pay any additional fees.
The cost of taxes and duties will be included in orders shipping to the following locations:
Europe: European Union, Monaco, Norway, Switzerland, United Kingdom
North America: Canada, United States
Asia-Pacific: China, India, Japan, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan (China), Thailand
If a different location is selected, the product price will not include the relevant import duties and taxes. This means that the recipient of the order will be required to pay these duties and taxes to our carrier to release the order from customs. 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.
We note that customs offices in some countries or regions may ask for the recipient to provide a particular form of identification before releasing a shipment.
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 email@example.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.
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.
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 firstname.lastname@example.org and we will reply with instructions.
Please note that the cost of return shipping will be deducted from any refund. Also, for orders outside the EU, customs duties and sales taxes are usually 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
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 email@example.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 usually non-refundable. 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 firstname.lastname@example.org. 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.