We ship from our international fulfillment center in Shenzhen, and for select items we also ship from our U.S. warehouse.

Because we use multiple warehouses, your order’s point of origin depends on where your item is most readily available. This also means:

• Your order may arrive in separate packages
• You may receive different packaging for different items
  

No matter where it ships from, you’ll receive tracking once your order is on the way.

Each piece is carefully prepared and packaged with care. Orders are typically processed within 1–2 business days.

Free Standard Shipping estimated delivery times (after order processing):

• USA, Canada, UK, Germany, & Australia: 6–12 business days
• Other EU countries: 6–15 business days
• International / Rest of the World: 7–18 business days

Express & Priority Shipping (select locations):

If available in your country, Express and Priority Shipping options will appear at checkout.

• Express Shipping: 3–6 business days after processing
• Priority Shipping: 3–8 business days after processing

Custom Jewelry:

Please allow an additional 2–4 business days for processing, as each custom piece is carefully crafted and finished.

Peak Season Note:

During holidays and peak shopping periods, delivery and tracking updates may take a bit longer due to higher courier volume and customs processing.

This keeps all the important details but removes some repeated wording.

We do not ship on weekends or U.S. federal holidays. Orders placed during weekends or holidays will begin processing on the next business day.

For 2026, we will not ship on the following U.S. federal holidays:

• New Year’s Day: Thursday, January 1
• Martin Luther King Jr. Day: Monday, January 19
• Presidents’ Day: Monday, February 16
• Memorial Day: Monday, May 25
• Juneteenth: Friday, June 19
• Independence Day: Friday, July 3 (observed)
• Labor Day: Monday, September 7
• Columbus Day: Monday, October 12
• Veterans Day: Wednesday, November 11
• Thanksgiving Day: Thursday, November 26
• Christmas Day: Friday, December 25

During peak seasons or high-volume periods, processing and delivery updates may take a little longer. If there is a significant delay with your order, we’ll notify you by email.

Standard shipping is free on all orders.

We also offer express shipping to select locations for an additional fee, which will be shown at checkout if available.

We process orders as quickly as possible so we can ship them out on time. If you need to cancel your order, please email us at support@mistyandmolly.com within 1 hour of placing your order.

Please use “Cancel Order #____” as the subject line and include your order number and full name in the email.

We’ll do our best to help, but please note that cancellations are not guaranteed if your order has already started processing or has been sent to fulfillment.

Because we process orders right away, we can’t guarantee cancellation after the 1-hour cancellation window has passed.

However, please still contact us as soon as possible at support@mistyandmolly.com, and we’ll do our best to help if your order has not already been processed, packed, or shipped.

If we’re unable to cancel your order, you may still be eligible for a return once your item arrives. Please refer to our Returns Policy for details.

Yes! During the 3-hour window, you can request changes such as address corrections, item swaps, or color updates.

After that window, changes may no longer be possible.

Yes — custom, personalized, or final-sale items are non-cancellable.

Bundles or promotional sets must be cancelled in full.

Approved cancellations are refunded to your original payment method.

Please allow 3–10 business days for your bank or payment provider to process the refund.

Order confirmations are automatically sent to the email provided at checkout.

Please check your spam/junk folder or contact us if you believe the email address may have been entered incorrectly.

In cases like this, you may have to contact your local post office as you may have to pick up your package from your post office. Otherwise, please check the address that you provided as you may have submitted a wrong address.

If you submit a wrong address in your order, please contact us immediately so we can update your information. If we have already shipped out your order to the incorrect address that you provided, we will not be liable for the non-receipt of your package and no refund will be given. Please bear in mind that you must always check and review your shipping information before placing an order to prevent delivery error from happening.

When there is a failed delivery to your address, please contact your local post office immediately as they may try to deliver the package to you again. If not, you may have to pick it up from their office.

If the package was sent back to us because there was no one to receive your order in the address that you provided or because your shipping address is incorrect, you will have to pay a shipping fee so we can resend your order.

In cases like this, no refund will be given. Note that you should check your tracking info from time to time or contact us for tracking update to prevent delivery failure.

If your order arrives damaged, we’re so sorry about that, we’ll make it right 💛

Please email us at support@mistyandmolly.com within 48 hours of delivery with:

• Your order number
• Clear photos of the damaged item
• Photos of the outer packaging, if possible

Once we review the photos, we’ll arrange a replacement or refund as quickly as possible at no additional cost to you.

**Please note: If the damage occurred after delivery (for example, the parcel was left outside and exposed to weather like rain/heat/snow, or wasn’t retrieved right away), this is outside of our control and will be reviewed case by case. In these situations, we may be able to offer a replacement at our discretion, but a refund may not apply.

If part of your order is missing, please contact us with:

• Your order number
• The item(s) missing

We’ll investigate and arrange a replacement if needed.

This usually happens when the shipping address provided at checkout is incorrect, incomplete, or missing key details (house/flat number, street name, postal code, etc.). Couriers are unable to complete delivery without accurate address information.

If your order is returned to us due to an incorrect or incomplete address, we can reship it once it arrives back at our warehouse.

A $10 reship fee will apply to cover the cost of sending the package again.

✔️ Even with free shipping?

Yes. “Free shipping” covers the first shipment only.

When an address issue prevents delivery, the courier still charges us for the original outgoing shipment and for the return. The reship fee covers sending the parcel again.

Orders returned due to an incorrect or incomplete address are not eligible for a full refund, even if the original order included free shipping.

Fair Refund Policy (for Free Shipping Orders):

If the package returns to us unopened and in sellable condition, we offer:

👉 Refund = Order Total – Original Shipping Cost We Paid – Return Handling Fee ($6.95)

Even though shipping was free for you, it wasn’t free for us—and the courier still charges for the attempted delivery and return.

You may also choose:

👉 Reship the order by paying the reship fee.

If a package is returned because the courier could not reach you, the address was incomplete, or delivery attempts were missed, the same reship or adjusted-refund policy applies.

Double-check the following at checkout:

• Full name
• House/flat number
• Street name
• City
• Postal code
• Country
• Local phone number
  

If you spot an error, email us within 3 hours so we can update it before your order is processed.

Please report missing packages within 7 days of the tracking showing “Delivered.”

Reports made much later may reduce what the courier can investigate.

If your tracking shows Delivered but you can’t locate your package, please:

1. Wait 24–48 hours: couriers may occasionally mark deliveries complete slightly early.
2. Check common drop-off spots (mail area/lobby, entrance, behind gates) and ask household members or neighbors.
3. Contact the courier directly with your tracking number. They may be able to confirm where it was left or who accepted it.
4. Email us within 7 days of the delivery scan so we can open a trace with the courier.
   

Investigation & next steps

We’ll always help investigate. Refunds or replacements can only be finalized after the courier trace is completed, since we need the courier’s official confirmation.

• If the courier confirms the package was lost/misdelivered, or they cannot provide sufficient proof of delivery, we will offer a replacement or refund.
  
• If the courier confirms delivery to the correct address, the package may have been received by someone else at the location or stolen after delivery. In these cases, the order is not eligible for a full refund; however, we may offer a one-time courtesy replacement (once per customer/address) on a case-by-case basis.

Delays can happen due to customs processing, courier backlogs, weather, or holiday closures.

• First, please note that tracking updates can take 24–72 hours to appear after dispatch, and international shipments may show fewer scans while moving between countries.
• If your tracking shows no movement for 7 business days, contact us and we’ll assist by escalating the issue with the courier.

Please double-check your address at checkout.

• If you notify us before the order ships, we will update it.
• If the package already shipped, we cannot change the address.
• If the package is returned to us due to an incorrect address, we can reship it for a reship fee.
• If the package is not returned, we are usually unable to refund since the order was sent to the address provided.
  

We’re truly sorry, we know how upsetting this is. If the courier has confirmed Delivered to the correct address, the security of the delivery location is outside our control.

If you believe the package was stolen, we recommend:

• Checking with neighbors/household members and any building management (if applicable)
• Looking around common drop-off areas (entrance/lobby, near mailboxes, side/back doors, behind gates)
• Contacting the courier directly with your tracking number to request additional delivery details
• Filing a police report if theft is suspected
  

Refunds: Orders that are missing due to suspected theft after a confirmed delivery scan are not eligible for a full refund.

Courtesy support: Depending on the details, we may offer a one-time courtesy solution (once per customer/address) on a case-by-case basis.

Please contact us as soon as possible.

• If your tracking shows Delivered but you didn’t receive it, please notify us within 7 days of the delivery scan so we can open a courier trace.
• If your package appears stuck or delayed, contact us if tracking shows no movement for 7 business days.
  

Reports submitted after these windows may limit the options available, as couriers often have strict investigation time limits.

If a package appears lost, delayed beyond normal transit, or marked delivered but not received, we will:

• Review tracking and shipment details
• Request available delivery confirmation (driver notes, GPS scan details, delivery photo/signature where available)
• Open a courier trace/investigation when eligible
  

Important: Couriers control investigation timelines and responses, so we appreciate your patience while the trace is in progress. We’ll update you as soon as we receive the courier’s official findings and then confirm the next steps (replacement/refund where applicable).

Worry-Free Delivery is an optional shipping protection add-on available at checkout. It helps protect your order against eligible shipping issues such as loss, damage, theft/porch piracy, and shipping delays.

This protection is provided by Seel, a third-party shipping protection provider, and is separate from Misty & Molly’s standard store policies.

No. Worry-Free Delivery is completely optional.

You can choose whether to add it to your order at checkout. If you do not select Worry-Free Delivery, your order will still be handled according to Misty & Molly’s standard shipping, return, and refund policies.

Worry-Free Delivery may cover eligible shipping issues, including:

• Lost packages
  Packages may be considered lost if they are not delivered within the eligible timeframe after the shipment date.
• Shipping delays
  Packages may be considered delayed if they are not delivered within the eligible timeframe after the shipment date.
• Damage during transit
  Packages may be considered damaged if the item is damaged during shipping and reported within the eligible timeframe after delivery.
• Theft or porch piracy
  Packages may be considered stolen if they are marked delivered by the carrier but were taken within the eligible timeframe.

Claim filing windows depend on the issue type.

• For shipping delays, claims may open after 10 days for domestic shipments or 30 days for international shipments after fulfillment.
• For lost packages, claims may open after 30 days for domestic shipments or 60 days for international shipments after fulfillment.
• For damage or theft, claims must be filed within 7 days after the package is marked delivered.

Claims must be submitted within the eligible filing window to qualify for compensation.

For verified loss, damage, or theft claims, compensation may equal the purchase value of the covered item/order.

For verified shipping delay claims, compensation is listed as $5 USD or the equivalent in the transaction currency.

All claims are reviewed by Seel and are subject to their approval.

If you purchased Worry-Free Delivery and need to file a claim, you can access the claim portal through:

• The email you received after purchasing Worry-Free Delivery, or
• Your Misty & Molly order tracking page

You may also access Seel’s Resolution Center directly. If you access it directly, you may need to enter your email address or phone number, plus your order number or Cover ID.

After your claim is submitted, Seel will review it. Reviews are usually completed within 48 hours.

Please check your email for updates, as Seel may contact you if more information is needed.

If your claim is approved, compensation will be sent directly to your selected payment method.

Worry-Free Delivery does not replace Misty & Molly’s regular store policies for cancellations, returns, exchanges, incorrect items, defective items, customs fees, refused packages, failed delivery attempts, wrong address issues, or change-of-mind returns.

Claims may be denied if they are submitted outside the eligible claim window or if the issue is not covered, such as buyer’s remorse.

For security and accuracy, claims must be submitted by the customer through Seel’s claim portal.

However, we’re always happy to help guide you if you have trouble finding your claim link or understanding the process. Please contact us with your order number, and we’ll do our best to assist.

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Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

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We accept payments from major credit card companies like Visa, Mastercard, and American Express.