WHAT ARE THE ESTIMATED DELIVERY TIMES ON MY ORDERS?

Please refer to this page Delivery & Shipping Information for details.

WHEN WILL I RECEIVE TRACKING INFORMATION ON MY ORDERS?

Tracking numbers will be made available after order processing 3-5 days and will be automatically sent to customers via the email provided in your order

WHY ISN’T TRACKING DATA SHOWING ANY INFORMATION ON MY ORDERS?

Please allow shipping courier sometime to update the tracking number. Tracking numbers information may take up to 7 days for data to show.    

HOW DO I CANCEL MY ORDER?

Please refer to this page Refund & Cancel Policy for details.

HOW DO I CHANGE MY ORDER?

Yes, we accept any changes to an order. Please note that if you need to make any changes to your orders, please contact our Customer Service within 24 hours of placing the order.

WHY WAS MY ORDER CANCELLED?

Micella.net was unable to verify the billing information that was entered on the order. If the Billing Address does not match with what the credit card issuer or bank has on file, the order will be automatically cancelled. If you order has been canceled, please contact your credit card issuer or bank to verify that the billing information is correct. Afterwards, create a new order using the correct billing address.

ARE THERE PRICE ADJUSTMENTS IF AN ITEM I PURCHASED GOES ON SALE?

No, at this time we do not offer price adjustments.

WHAT IS THE CURRENCY OF THE STORE? CAN I PAY IN ANOTHER CURRENCY?

All prices will be shown in local currency depending on which country (GEO IP address) the customer is in for their convenience. However, when customer checks out, they will be billed in USD. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates.

WHERE ARE YOUR ITEMS SHIPPED FROM?

Orders are shipped from around the world but our main warehouses are in Southeast Asia (Singapore, Malaysia, Philippines and China). Because our items are stored in several warehouses, your order may be shipped in separate packages for faster delivery.

CAN I CHANGE MY SHIPPING ADDRESS?

Once you have placed an order, the information goes straight to the shipping department which takes 24 hours to process. After which the shipping department will send the tracking codes to the data entry to update the tracking codes and send shipping confirmation email to the customer. Hence, if you need to make any changes to your shipping address, please contact our Customer Service within 24 hours of placing the order Only.

Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.

Do note:

• UAE customers, please provide your PO Box or Zip code during checkout to avoid delays on processing and shipping of your orders.
• Customs, Postal Services & Us (MICELLA) are different entities hence we are not liable for any delays caused by customs or local post services.

WHAT IF I RECEIVED A FAULTY ITEM? 

Please refer to this page Replacement Policy for details.

WHAT SHOULD I DO IF I PROVIDED THE INCORRECT SHIPPING DETAILS?  

Please contact us immediately if you noticed that your shipping details are incorrect. Note that we are unable to allow any amendments once your parcel has been dispatched.

Should your parcel be returned to sender, please note that we will be required to pass on a subsidized reshipping postage fee of US$10. Do ensure you update us via email with the correct and complete address as soon as you can.

I TRACKED DOWN MY ORDER AND THE STATUS SAYS RETURN TO SENDER, WHAT SHOULD I DO?

In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.

HOW DO I KNOW IF MY ITEMS HAVE BEEN SHIPPED OR NOT?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.

IF I ORDERED MULTIPLE ITEMS, WILL IT BE SHIPPED SEPARATELY OR TOGETHER?

Depending on the products that you ordered and where the item is currently being manufactured and stored, different items may be sent from different places. We do this to ensure faster and more efficient delivery times for you. We will provide tracking for each shipment to you.

Please DO NOT panic if you’ve order 3 items and only 2 has been delivered, the other 1 is on the way. 

HOW DO I TRACK MY ORDER?

Please refer to this page Delivery & Shipping Information for details.

THE TRACKING SITE SAYS DELIVERED BUT I HAVEN’T RECEIVED MY ORDER YET

Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service for further assistance. We are not responsible for any stolen packages.