Refund policy

At Milk & Stone, we take great pride in offering customised, handmade products that are designed to meet your unique specifications. Due to the highly personalised nature of our products and services, we have established the following policies to ensure clarity and transparency regarding returns and refunds.


Return Policy

Due to the custom-made and personalised nature of our services and jewellery, Milk & Stone does not accept returns under any circumstances. Each piece is uniquely crafted based on the specific inclusions and design preferences provided by the client, making it ineligible for return. We highly encourage our clients to carefully consider their design choices before placing an order, as changes cannot be made once the production process has begun.


Refund Policy

1. Non-Refundable Deposit: All Milk & Stone orders require a 15% non-refundable deposit on all purchases. This deposit secures your place in our production queue and covers the initial costs associated with processing your order.

2. Cancellations Within 24 Hours: Cancellations requested within 24 hours of placing an order are eligible for a refund, minus the 15% non-refundable deposit. This ensures that any fees incurred by Milk & Stone, preliminary work or preparation that has begun on your piece is covered.

3. Cancellations After 24 Hours: If a cancellation request is made after the 24-hour window, clients will receive store credit for the full value of the order. This store credit can be applied to future purchases but is non-transferable and cannot be redeemed for cash.

4. After Receipt of Inclusions: Once Milk & Stone has received your inclusions, cancellations are no longer accepted. Due to the customised and sentimental nature of the materials, we cannot offer refunds or credits once the crafting process has begun.

5. Discontinued Designs: If a design is discontinued after the placement of your order, and Milk & Stone has not received your inclusions for a period of 3 months, store credit for the full value of the order will be issued.

6. Unreceived Inclusions After 6 Months: Orders where inclusions have not been received after 6 months will be automatically cancelled. Store credit equal to the value of the original order will be issued, with the credit expiring 12 months from the date of the original order placement.

7. Cremation Jewellery: For cremation jewellery, it is the client's responsibility to ensure that all family members are in agreement with the process and the final product. Due to the deeply personal nature of these pieces, refunds for change of mind will not be accepted after 24 hours of placing the order.

Refund Policy for Gift Certificates

1. Final Sale: All gift certificate purchases are considered final and cannot be returned or exchanged once purchased.

2. Non-Refundable: Funds added to gift certificates cannot be removed, refunded, or exchanged for cash or other forms of credit. Once purchased, gift certificates can only be used for the purchase of goods or services at our designated locations or online store.

3. Lost or Stolen Certificates: Gift certificates should be treated as cash, and Milk & Stone is not responsible for lost or stolen certificates. In the event a gift certificate is lost, stolen, or delivered to the wrong address, please contact us immediately. While a replacement may be issued, it is subject to verification and Milk & Stone’s sole discretion.

4. Expiration of Gift Certificates: Gift certificates may come with an expiration date as stated during the purchase process. It is the responsibility of the recipient to ensure that the gift certificate is redeemed before the expiration date. Expired gift certificates cannot be reactivated, extended, or refunded.

5. Usage Restrictions: Gift certificates are only valid for the purchase of products or services from Milk & Stone and cannot be used to purchase additional gift certificates or exchanged for cash. They are redeemable only at our online store or designated locations.

6. Compliance: By purchasing and using our gift certificates, you agree to comply with these terms and all other conditions that may apply to the use of the certificate. Milk & Stone reserves the right to amend these terms at its discretion.