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 attention to detail. Orders are typically processed within 1–2 business days.

Estimated Delivery Times (after processing):

• USA: 6–12 days
• Canada, UK, Germany, & Australia: 5–10 days
• Other EU countries: 6–15 days
• International (Rest of the World): 7–14 business days

Express Shipping (select locations):

Express shipping is available in select locations and typically arrives in 3–6 business days after processing.

Custom jewelry:

Please allow an additional 2–4 business days for processing, as we craft and finish each piece with the care it deserves.

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.

Please note that we do not ship on weekends and holidays so make sure to place your order beforehand so we can deliver it to you on time.

During peak seasons, we might experience a high volume of orders and delivery time may be delayed for 3-7 days. If there is any significant delay in delivery, we will be sending you an email to notify you.

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.

Yes! You can cancel your order within 3 hours (Pacific Time) after placing it.

Just email support@mistyandmolly.com with “Cancel Order #____” in the subject line and include your order number and name.

Once your order has been packed or shipped, we can’t guarantee cancellation.

However, 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.

If your tracking shows Delivered but the package isn’t there, please:

• Check your mailbox, porch, and any side/rear doors
  
• Check with household members or neighbors
  
• Ask your building manager/front desk (if applicable)
  
• Wait 24–48 hours, as couriers sometimes mark packages delivered early
  

If the package still doesn’t show up, contact us with your order number and we will open an investigation with the courier.

Orders marked as delivered are not automatically refundable, but depending on the courier’s findings, we may offer a one-time replacement or store credit.

During peak seasons, customs and couriers may experience delays.

If your package shows no movement for 10+ business days, contact us and we will:

• Check tracking on our end
• Contact the courier if needed
• Advise you on next steps such as continued monitoring or replacement

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.
  

Once an order has been marked “Delivered” by the carrier, responsibility for the package transfers to the customer. We are not liable for lost or stolen packages after a successful delivery scan, as the security of the delivery location is outside of our control.

If you believe your package was stolen or cannot be found after being marked delivered, we recommend:

• Checking with neighbors, household members, or building management
• Looking around the property (side doors, back porch, mailbox area, package lockers, etc.)
• Contacting your local postal service or delivery company with your tracking number
• Filing a police report if theft is suspected
  

Because the carrier has confirmed delivery, we are unable to issue a refund for stolen or missing-after-delivery packages.

However, we know how frustrating this can be and, as a gesture of goodwill, we may offer a one-time courtesy solution, such as:

• A discounted replacement,
• Store credit, or
• In some cases, a one-time replacement shipment.
  

Courtesy resolutions are reviewed case-by-case and are not guaranteed.

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

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

Once your package is handed to the courier, shipping and delivery are outside of our control — but we will:

• Assist with the investigation
• Provide updates
• Work toward a fair resolution (usually a replacement depending on the courier’s outcome)

Your satisfaction matters to us, and we’ll do everything we can to help.

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