Shipping policy
Shipping Policy
At MYLA, we offer completely free standard shipping to all countries we currently serve. There are no hidden shipping fees, and we cover applicable customs duties and import taxes for you.
Estimated Delivery Times
- United States: 5–10 business days
- United Kingdom / Europe / Australia: 5–10 business days
- Canada: 5–11 business days
- Rest of the World: 5–15 business days
Please note that delivery times are estimates and cannot be guaranteed.
Order Processing
Our daily order cut-off time is 10:00 PM EST (Toronto Time).
Orders are typically processed and dispatched from our warehouse within 1–2 business days (approximately 24–48 hours) after being placed.
Occasionally, processing may take longer due to:
- High order volumes
- Holidays or peak seasons
- Courier availability
- Warehouse delays
- Weather conditions
- Other unexpected circumstances
Once your order has been dispatched, the estimated delivery times listed above apply.
Shipments to remote or rural areas may take longer and, in some cases, may require approximately 4–6 weeks for delivery.
Express or expedited shipping is currently unavailable unless specifically offered at checkout.
Order Confirmation & Tracking
You will receive an order confirmation email shortly after completing your purchase.
Once your order has been dispatched, we will send a tracking number to the email address provided at checkout.
You can track your shipment using our Tracking Page.
You may also receive shipping and delivery notifications as your order moves through the carrier's network.
If you do not receive an order confirmation email, you may have entered your email address incorrectly.
Please contact us at support@mylashop.co with:
- Your full name
- Shipping address
- Phone number
We will do our best to locate your order.
Cancellations & Order Changes
We begin processing orders quickly after they are placed.
Because of this, we cannot guarantee cancellations, product changes, or shipping-address modifications once an order has been submitted.
If you notice a mistake or need to make a change, email us immediately at:
We will make reasonable efforts to accommodate your request if the order has not yet entered fulfillment.
Trouble Completing Your Order?
If you are having trouble completing a purchase, first allow the checkout page a little more time to load.
If the issue continues, try:
- Using a different browser
- Using another device
- Confirming that your card allows international transactions
- Trying another payment method
- Contacting your bank or card provider
If you are still unable to complete your order, contact support@mylashop.co and our team will assist you.
Late or Missing Orders
Although most orders arrive within the estimated delivery timeframe, courier delays can occasionally occur.
If your order appears to be delayed:
- Check that the shipping address on your order confirmation is correct.
- Review your tracking information for carrier updates.
- Allow additional time during holidays, severe weather, or peak shipping periods.
If it has been more than 30 days since your order was shipped, please contact support@mylashop.co and we will help investigate the shipment.
Tracking Shows “Delivered,” But I Haven't Received My Order
If tracking shows that your package was delivered but you cannot locate it:
- Check around your property, mailbox, front desk, parcel locker, or designated delivery location.
- Check with household members and nearby neighbours.
- Allow at least 3 business days, as some carriers may mark packages as delivered shortly before final delivery.
- Contact your local postal service or courier if necessary.
If your package is still missing, contact us within 7 business days of the tracking status showing “Delivered” at:
We will assist you with the next steps.
Wrong, Damaged, Defective or Missing Items
If your order arrives with an incorrect, damaged, defective, or missing item, please contact us at support@mylashop.co within 3 business days of delivery, where reasonably possible.
Please include:
- Your order number
- Photos of everything you received
- A photo of the shipping label
- Clear photos showing the issue
- A brief explanation of what is wrong
Video may occasionally be requested where it is helpful to demonstrate a defect, such as an issue with an earring clasp.
We will review the issue with our warehouse or carrier partners.
Return Shipping for Incorrect, Damaged or Defective Items
If an item is defective, damaged, or incorrect because of an error attributable to MYLA, MYLA will cover the applicable return-shipping cost if we require the item to be returned.
For other eligible returns, return-shipping responsibility is determined according to our official Return & Refund Policy.
Our official Return & Refund Policy takes precedence over conflicting return-shipping language that may appear elsewhere on the website.
Wrong Address Provided
Please carefully review your shipping address before submitting your order, including:
- Street number
- Apartment, suite, flat, or unit number
- Postal or ZIP code
- City
- Province or state
- Country
Because orders are processed quickly, we cannot guarantee that an address can be changed after an order has been submitted.
If you notice an error, email support@mylashop.co immediately.
If a parcel cannot be delivered because an incorrect or incomplete address was provided by the customer, a $10 fee may apply to cover carrier and return-to-sender costs.
If you request a refund because the shipment could not be delivered due to an incorrect or incomplete address you provided, the $10 fee may be deducted from your refund where permitted by law.
If you instead place a new replacement order with MYLA, we will not charge the $10 fee.
This fee does not apply when the delivery issue resulted from an error by MYLA or our fulfillment provider.
MYLA Lifetime Color Warranty
Your MYLA Color Warranty Never Expires
We stand behind the quality of our jewellery plating.
Eligible MYLA jewellery is protected by our Lifetime Color Warranty against significant fading or discoloration of the gold or silver finish.
If your eligible jewellery experiences significant color fading or discoloration, contact us at support@mylashop.co and we will review your warranty claim.
Approved claims are eligible for a replacement or store credit.
Gifted items are eligible for store credit only.
Covered by the Lifetime Color Warranty
The warranty covers:
- Significant fading of the gold or silver finish
- Significant discoloration of the gold or silver finish
Not Covered
The Lifetime Color Warranty does not cover:
- Normal wear and tear
- Light scratches
- Lost items
- Stolen items
- Pearl discoloration
- Accidental damage
- Intentional damage
- Misuse
- Improper care or storage
The Lifetime Color Warranty applies only to eligible MYLA jewellery and does not replace or limit any rights you may have under applicable consumer-protection laws.
MYLA 90-Day Manufacturing Warranty
In addition to our Lifetime Color Warranty, eligible MYLA jewellery is covered by a 90-Day Manufacturing Warranty.
If an item arrives defective or experiences breakage caused by a manufacturing fault within 90 days of delivery, contact us and we will review your claim.
Approved claims are eligible for a replacement or store credit.
Gifted items are eligible for store credit only.
Covered by the 90-Day Manufacturing Warranty
The warranty covers:
- Manufacturing defects
- Production defects
- Breakage directly caused by a manufacturing fault
Not Covered
The Manufacturing Warranty does not cover:
- Normal wear and tear
- Accidental damage
- Misuse
- Improper care or storage
- Lost items
- Stolen items
- Damage caused by another person
How to Submit a Warranty Claim
To submit a claim under either the Lifetime Color Warranty or 90-Day Manufacturing Warranty, email:
Please include:
- Your order number
- Your shipping address
- The name or description of the affected item
- A brief explanation of the issue
- Clear photos showing the issue
- A video where applicable, such as for a malfunctioning clasp
Our team will review your claim and contact you regarding the available resolution.
If your claim requires the defective item to be returned, MYLA will cover the applicable return-shipping cost for an approved defect, damage, or incorrect-item claim.
Jewellery Care & Water Resistance
Many MYLA pieces are made using durable materials and plating processes designed to help resist everyday fading and tarnishing.
Some pieces may use PVD (Physical Vapor Deposition) coating, which creates a durable plated finish.
However, jewellery longevity can vary depending on the specific product, frequency of wear, exposure to chemicals, individual skin chemistry, and how the jewellery is cared for.
To help preserve your jewellery:
- Avoid unnecessary exposure to harsh chemicals
- Store jewellery in a dry place when not in use
- Avoid scratching or abrasive surfaces
- Clean gently using appropriate jewellery-care methods
Any product-specific materials or care instructions shown on the relevant product page should also be followed.
Exchanges & Refunds
Returns, exchanges, and refunds are governed by our separate Return & Refund Policy.
Please review our Return & Refund Policy for eligibility requirements, return instructions, applicable timeframes, and refund information.
If there is a conflict between general product-page return wording and the official Return & Refund Policy, the Return & Refund Policy will govern, subject to applicable law.
Contact Information
Business Name: MYLA
Customer Support Email: support@mylashop.co