REFUND & CANCELLATION POLICY

CAN I CANCEL MY ORDER(S)?

Cancellations request must be made within 12 hours of order placement. Send us an email within 12 hours and let us know the reason why you wish to cancel your order. We will review and give cancellation case by case upon valid reason.

We do not accept cancellation of orders outside the 12 hours window and/or because our orders are automatically sent to our fulfillment and logistics the next morning.

Our Refund Policy Lasts 30 Days: If you wish to cancel but your item has already shipped, you must wait till you receive your product before you return the package back to us. Unfortunately, customers will be responsible for shipping the items back to our warehouse at their cost. We do not pay for return shipping. Customer need to ship with registered tracking number or purchasing shipping insurance to return back the item to us. Once we receive your item, we will inspect / verify the photo(s) before we issue out a replacement or refund. 

The item must be unused and not opened to be eligible for a refund. All refund requests are approved by management. We are adhere to a strict store policy and do not allow returns for non-returnable items:

  • Undergarment
  • Incorrect products purchased
  • Damaged products through customer mishandling. 

Please note: Shipping costs are non-refundable. We only refund product cost to you minus additional USD10.00 Restocking Fee is withheld from the refund.

Processing returns take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed. It will take additional 5-7 days for your money to be reflected back on your account.

NOTE: Only items purchased directly from www.micella.net will be accepted. Micella reserves the right to refuse any replacement and refund if it does not meet the above criteria.

Late or missing refunds (if applicable): If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us through submitting a ticket at our website contact us page.

REPLACEMENT POLICY

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 3 days after receiving your order with the following information:

  • Order number
  • Proof of the faulty product with photo and/or video

Should you receive an item that is in the wrong color or size than the one you originally order, please email us a picture of the item(s) showing the size tag and its original packaging within 48 hours upon receipt of the order to get a replacement.

We can only offer you replacements at no additional cost if it falls under below criteria:

  • Items are faulty – damaged/broken or soiled upon arrival.
  • We sent wrong item – size, style, color.
  • Parcels that is lost in transit.

We will reject request with following:

  • products get damaged by customer themselves
  • request after 3 days upon receive date.

WHAT IF I NEVER RECEIVE MY ITEM?

All of our shipping are registered mail comes with tracking number. However, there is few case where item are lost in shipment by shipping company. Please note: MICELLA will not be held liable to any lost or misroute parcels. No compensation will be made for packages once shipped unless you have purchased shipping insurance with your order. 

Only when you have purchased shipping insurance with your order and you never received your item more than 60 days, then we will send new replacement provided you put in correct address.

If you put wrong address and you never receive the item, we will have to recharge you $10 reshipping fee even though you have already purchase insurance.

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.