Terms of service

Last updated: October 20, 2026
Effective date: October 20, 2026

These Terms and Conditions govern your use of the website milacantes.com and any purchase made through it.

Mila Cantes is a brand operated by a company registered in the Republic of Lithuania (the “Seller”, “we”, “us”). You can contact us at info@milacantes.com or through the contact form on our website. Company details are provided upon request, and on invoices issued for orders.

By accessing the website or placing an order, you confirm that you have read and understood these Terms and agree to be bound by them. If you do not agree, you must discontinue use of the website.

We may update these Terms from time to time. Each order is governed by the version of the Terms in force at the time the order was placed.

1. Eligibility and Customer Responsibilities

By placing an order, you confirm that you are at least 18 years old (or have parental consent), that all information you provide is accurate and complete, and that you are authorized to use the selected payment method.

You are responsible for ensuring that all order details, including names, dates, engraving information, birth metrics, units of measurement, shipping and contact details, are correct at the time of ordering. You are also responsible for the quality and resolution of any photos you upload for your order.

Your order confirmation email shows the personalization details and delivery address exactly as you entered them. Please check it as soon as you receive it. If anything is incorrect, contact us as soon as possible (see Section 6.2).

Please make sure that the delivery address provided at checkout is accurate and accessible, and that your email address and phone number are valid and reachable. If we or the courier cannot contact you because the contact details provided are incorrect, this is treated in the same way as an incorrect delivery address (see Section 7.1).

2. Product Information

We strive to present our products, materials, engravings, and finishes accurately. Our product photos are taken in a photo studio with professional lighting. Metal jewelry is highly reflective, so its color, shine, and finish can look noticeably different depending on the lighting, as well as on your screen settings. The item you receive may therefore look slightly different from the product photos. Such differences are not considered defects.

The materials of each item are stated on its product page. Skin reactions caused by individual sensitivities are not considered defects. If you have known allergies, please contact us before ordering.

3. Personalized Items

Personalized items are made specifically for you according to the details you provide. You are solely responsible for verifying all submitted information prior to purchase.

Our website does not alter the wording, numbers, or other details you enter for personalization. To make sure your engraving fits the design and remains legible, we may adjust the layout, font size, and spacing of your text. Such adjustments are part of the production process and are not considered defects. The result of printed photos depends on the quality and resolution of the image you provide.

We are not responsible for, and do not compensate, items that do not meet your expectations because of errors in the details you provided, such as spelling or grammar mistakes, low-resolution or unsuitable photos, or incorrect birth metrics.

Every order is prepared, engraved, and packed by hand. Photographing each item and sending previews before dispatch would take time away from production, which is not possible at our order volume. If a preview has been agreed with us in advance, please note that your order will be moved out of the regular production queue and will take longer to dispatch.

An engraving cannot be removed once it is made, so a finished item cannot be corrected. If an engraving error is our fault, we take full responsibility and remake the item free of charge (see Section 10). If the error results from incorrect details you provided, we can remake the item for an additional fee. Please contact us at info@milacantes.com to arrange this.

By submitting text, photos, or other content for personalization, you confirm that you have the right to use it and that it does not infringe the rights of others or violate any law. You are solely responsible for the content you submit.

For information on returns of personalized items, see Section 9.

4. Prices and Payment

Prices on the website include VAT where applicable. Shipping costs are shown at checkout before you place your order. For information on import duties and taxes, see Section 8.

The payment methods available for your order are displayed at checkout. All payments are encrypted and processed by third-party payment providers.

Your order is charged in the currency shown at checkout. If your bank or card issuer converts the amount into another currency, any conversion rates or fees are set by them and are outside our control.

Unsuccessful payment attempts may appear as temporary pending charges. These are released by your bank or payment provider and are not collected by us.

We reserve the right to cancel or hold an order if a payment fails, appears suspicious, or violates these Terms. If a product is listed at an obviously incorrect price due to a technical or typing error, we may cancel the order. In either case, any amount already paid will be refunded in full.

If you have a concern about a charge, please contact us at info@milacantes.com before disputing the payment with your bank or card issuer, as most issues can be resolved directly with us.

5. Gift Cards, Vouchers and Discount Codes

Gift cards and promotional vouchers cannot be resold or exchanged for cash. They are valid exclusively on our website and are subject to any usage conditions provided at purchase. Gift cards are valid for 12 months from the date of purchase, or longer where required by applicable law. Unused gift cards may be refunded if the purchaser contacts us within 14 days of purchase. Refunds are issued to the original payment method only. After this period, gift cards are non-refundable.

Only one discount code can be used per order. Discount codes cannot be combined unless stated otherwise in a specific promotion, and they cannot be applied to orders that have already been placed. Promotions and price changes are not applied retroactively to orders already placed.

6. Orders and Production

You can review and correct your order details at checkout before placing your order. The contract between you and us is concluded when we send you the order confirmation email. You will receive a shipping notification once your parcel has been dispatched. Your order details are stored by us and included in your order confirmation email.

6.1 Order Verification and Additional Details

After you place your order, we may contact you by email if we need additional information.

To protect against payment fraud, we may cancel orders identified as high risk by our fraud prevention checks. In such cases, any amount already paid will be refunded in full.

Some destination countries require extra information for customs clearance or delivery, such as a tax or personal identification number or a national address code. Your order may be held until these details are provided. We are not responsible for delays caused by missing or late information.

6.2 Changes and Cancellation

If you need to change or cancel your order, please contact us as soon as possible at info@milacantes.com. Production often begins within hours of your order. Changes or cancellation are possible only if production has not yet begun, and we will confirm whether this is still possible. Once production has begun, the order cannot be changed, cancelled, or refunded.

6.3 Production Time

Production time varies depending on product type and season. Most personalized items are completed and ready for dispatch within one to two business days. During peak periods, processing times may be longer.

7. Shipping and Delivery

We ship worldwide and provide estimated delivery timeframes at checkout. These are approximate and may be affected by factors beyond our control, including customs inspections, courier delays, weather conditions, or high-volume periods.

Delivery dates for standard shipping are not guaranteed. For standard shipping, the delivery method (to your door, to your mailbox, or to a pick-up point) is determined by the postal operator in the destination country.

If the courier classifies your address as a remote area for express shipping, we will first look for an alternative courier with a similar delivery time and cost. If every option carries an additional charge, we will contact you.

Carriers may temporarily suspend services to certain countries or regions. In such cases, we may pause shipping to the affected destination and offer you the available alternatives.

Tracking information is sent to the email address provided at checkout once your parcel has been dispatched. We see the same tracking information and have no control over the courier’s processes, so we cannot speed up or change the delivery.

If you need to change your delivery address, please contact us as soon as possible. Address changes are possible only before your parcel has been dispatched. Once dispatched, the address can no longer be changed by us.

We rely on the courier’s delivery confirmation as proof of delivery. If a parcel is marked as delivered, we are not able to offer a refund or replacement unless the courier’s investigation confirms that it was not delivered. We are not responsible for theft or loss occurring after delivery. If your parcel is marked as delivered but you have not received it, or if there is a problem with a delivered parcel, please contact us within 7 days of the delivery date. Couriers accept investigation requests only for a limited time, and later reports may no longer be possible to investigate.

7.1 Undelivered and Returned Parcels

If a parcel is returned to us because the address or contact details were incorrect or incomplete, the parcel was not collected from a pick-up point, or delivery was refused:

• the parcel can be reshipped at your expense;
• personalized items are not eligible for a refund. For non-personalized items, the amount paid will be refunded, minus the return costs;
• we will hold the returned parcel for 90 days. If we do not hear from you within this period, the order will be considered closed.

7.2 Lost Parcels

A parcel is considered lost only once the courier completes its investigation and confirms that it cannot be located. The investigation timeframe is typically 25 working days for European destinations and 45 working days for all other regions. If a parcel is officially declared lost, we will send a replacement at no additional cost. If the replacement cannot be delivered within a reasonable time, you are entitled to a full refund.

8. Import Duties and Taxes

For orders shipped to the EU, and to the UK with an order value of up to £135, all applicable taxes are included in the price and no additional charges apply on delivery. This does not apply to EU territories outside the EU VAT area, such as the Canary Islands, where import charges may apply.

For orders shipped to the United States with standard shipping, import duties and taxes are paid by us and no additional charges apply on delivery.

For US orders with express shipping, UK orders over £135, and all other destinations outside the EU, import duties and taxes may apply on arrival. These charges are the recipient’s responsibility.

Import duties and taxes applied on arrival are charged by the authorities of the destination country. They are not a shipping fee or a Mila Cantes fee. We do not calculate, collect, or receive them, and we cannot waive or modify them. Import charges are not grounds for cancelling an order or for a refund of personalized items.

If the recipient refuses to pay import charges and the parcel is destroyed by the courier, the order is not eligible for a refund. If the parcel is returned to us, personalized items are not eligible for a refund. For non-personalized items, the amount paid will be refunded, minus the return costs and any customs or handling charges.

9. Returns and Right of Withdrawal

9.1 Personalized Items

Under Directive 2011/83/EU on consumer rights and the Civil Code of the Republic of Lithuania, the standard 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized, such as engraved or otherwise personalized items.

By placing an order and confirming your personalization details, including text, design choices, and any photos to be included in the design, you agree that once production has begun, personalized items cannot be returned and are not eligible for a refund.

This does not affect your rights under the legal guarantee for items that are defective, damaged in transit, or do not match your confirmed order (see Section 10).

9.2 Non-Personalized Items

Non-personalized items are items ordered without engraving or other personalization, such as straps purchased separately and ready-made charms.

You may withdraw from the purchase of non-personalized items within 14 days of delivery. To do so, notify us at info@milacantes.com within this period with a clear statement of your decision to withdraw. You may use the model withdrawal form in the Annex to these Terms, but it is not required. You must send the item back within 14 days of your notification. Return shipping costs are your responsibility unless the item arrived damaged or incorrect.

We will refund the amount paid for the item, including the standard delivery cost of your original order, within 14 days of receiving your withdrawal notice. If only part of an order is returned, the delivery cost is refunded proportionally. Any additional cost for express delivery is not refunded. The refund will be made using the same payment method you used for the purchase. We may withhold the refund until we have received the item back or you have provided proof of having sent it, whichever is earlier.

You are responsible for any reduction in the item’s value resulting from handling beyond what is necessary to establish its nature and characteristics. Returned items are checked against our records. If the returned item is not the item we sent, no refund will be issued.

10. Legal Guarantee and Defective, Incorrect or Missing Items

All our products are covered by the statutory two-year legal guarantee of conformity under Directive (EU) 2019/771, starting from the date of delivery. If an item you receive has a manufacturing defect, was damaged in transit, or does not match your confirmed order (for example, if we engraved text different from what you submitted), you are entitled to have it repaired or replaced free of charge.

10.1 Problems on Arrival

If your parcel arrives damaged, or an item is incorrect, missing, or contains an engraving error on our part, please notify us within 7 days of delivery. Couriers accept damage and missing item claims only for a limited time, so late reports may prevent us from resolving the issue with the courier. Include proof of purchase and photos of the item, the packaging, and the shipping label.

10.2 Manufacturing Defects That Appear Later

Manufacturing defects occurring during normal wear, such as faulty clasps, joints, or structural issues, are covered for two years from the date of delivery. Please notify us by email as soon as you notice the defect, including proof of purchase and photos of the item.

10.3 How to Submit a Claim

Claims must include proof of purchase and may be submitted by the purchaser. To submit a warranty claim, please contact info@milacantes.com with proof of purchase, a description of the issue, and clear evidence.

To assess your claim, we may ask for additional photos, a video, or for the item to be sent to us for inspection. For clasp or closure issues, a video is always required.

If a defect is confirmed, you may choose between repair and replacement, unless the chosen option is impossible or would be disproportionately costly compared to the other, in which case we will provide the other option. If neither repair nor replacement is possible, you are entitled to a price reduction or a refund.

10.4 What Is Not Covered

The legal guarantee does not cover damage caused by accident, misuse, improper care, exposure to chemicals or moisture, normal wear and tear consistent with the age and use of the item (including gradual tarnishing or plating wear), chain breakage from pulling, color changes caused by skin chemistry, damage caused by adjusting the bracelet incorrectly, lost charms, water damage to photos inside lockets, repairs or alterations made by third parties, or customer-provided engraving mistakes.

11. Intellectual Property

All content on the website, including product designs, text, images, and branding, is protected by copyright and other intellectual property laws. You may not use or reproduce any content without prior written consent.

12. Limitation of Liability

To the fullest extent permitted by law, our total liability for any claim shall not exceed the amount paid for the order in question. We are not liable for indirect or consequential damages, including courier delays, customs delays, or third-party service disruptions. As delivery dates are estimates, we are also not liable for missed events, occasions, or celebrations resulting from delivery delays.

Nothing in these Terms limits liability that cannot be limited under applicable law, or your statutory rights as a consumer.

13. Governing Law and Complaints

These Terms are governed by the laws of Lithuania. EU consumers retain all mandatory consumer protection rights in their country of residence. If you have a complaint, please contact us first at info@milacantes.com.

If a dispute cannot be resolved directly with us, the competent out-of-court dispute resolution body is the State Consumer Rights Protection Authority of the Republic of Lithuania (www.vvtat.lt). Consumers residing in other EU countries may submit their complaint through the European Consumer Centre in their country of residence.

Annex: Model Withdrawal Form

(This form applies to non-personalized items only, see Section 9.2. Complete it and send it to info@milacantes.com only if you wish to withdraw from the contract.)

To: info@milacantes.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Item(s): ______________________________
Order number: ______________________________
Ordered on: ______________________________
Received on: ______________________________
Name: ______________________________
Address: ______________________________
Email: ______________________________
Date: ______________________________