Milarosejewels 

Resposta da Milarosejewels

6/07/2025

Hi CHARAI,

Thank you for sharing your thoughts — we completely understand why reading negative reviews after placing an order would leave you feeling uneasy. When something feels emotionally driven and then starts to feel uncertain, it’s natural to question the intentions behind it. Your concern is valid, and we’re genuinely sorry this has caused you stress.

You mentioned doubts about our brand story and fulfilment process. To clarify with full transparency: Mila & Rose is a small independent brand, and the message about winding down is genuine. During this final phase, we’ve partnered with international fulfilment centres — including some in China — to ensure we can continue delivering orders reliably. We realise this may feel at odds with the personal tone of our messaging, and we appreciate you pointing that out. It's something we’re working to communicate more clearly moving forward.

We also want to reassure you that your order is real, and our commitment to our customers remains. While some styles may also appear on broader marketplaces, we aim to offer a more thoughtful experience through our packaging, customer service, and care — though we understand that’s subjective and may not align with everyone's expectations.

If, once received, your order doesn’t meet your expectations, we’ll absolutely support you with a return. Please don’t hesitate to reach out to us directly at contact@milarosejewels.com so we can ensure you’re looked after personally.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

6/07/2025

Hi Ana,

Thank you for sharing your concerns — we can hear how strongly you feel, and we're genuinely sorry that your experience has led to this level of frustration and distrust. When expectations aren’t met and it feels like a purchase wasn’t what it appeared to be, that can understandably feel like a violation of trust.

You mentioned feeling misled by the way our brand is presented. We want to clarify, openly and respectfully: Mila & Rose is a small, independent brand that is currently in the process of winding down. During this final phase, we’ve partnered with international fulfilment centres to help process remaining orders — which we acknowledge may not always align with how our story comes across online. That’s something we are actively working to communicate more clearly.

We also want to reassure you — we are a legitimate business, and your order is real. We’re still fulfilling and supporting every order with care, and we remain available to help when something isn’t right. If your experience hasn’t matched what was promised, we’d really appreciate the opportunity to look into it and make things right.

Please feel free to contact us at contact@milarosejewels.com so we can support you personally and respectfully.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

6/07/2025

Hi Jane,

Thank you for taking the time to share your experience — we completely understand how upsetting it can feel when something doesn’t match your expectations. When a purchase feels emotionally charged and then disappoints, the frustration can run deep. Your feedback is valid, and we’re genuinely sorry that this has been your experience.

You’ve raised a few important concerns around product quality, our returns policy, and the perception of our brand story. To clarify transparently: Mila & Rose is a small independent brand that is, in fact, winding down. During this final chapter, we’ve partnered with international fulfilment centres — some based in Asia — to manage logistics. We understand how this may feel at odds with the tone and aesthetic of our site, and we appreciate you highlighting that disconnect.

Regarding returns, it’s true that deeply discounted sale items are excluded from our policy, which is noted on our website. That said, if the products you received were genuinely not as described or felt unacceptably below your expectations, we’d absolutely like the chance to review and make things right — because your experience matters.

Jane, we care about every customer, especially during this closing phase. If you're open to continuing the conversation, please contact us directly at contact@milarosejewels.com — and we’ll do our best to find a fair resolution together.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

6/07/2025

Hi Alex,

Thank you for sharing your feedback — we completely understand how disappointing it feels when an order doesn’t meet expectations. That sense of frustration, especially when something feels emotionally driven or part of a special moment, is entirely valid. We're truly sorry that this experience has left you feeling misled.

You’ve raised important concerns about product quality, fulfilment origin, and the authenticity of our story. Mila & Rose is a small independent brand that’s currently winding down. To help fulfil the final wave of orders, we work with international partners — a detail we include in our shipping policy but understand may not always be immediately clear during checkout. That’s something we’re actively working to improve.

As for customer support: we do use templates to ensure fast responses, especially during high volumes, but every message is reviewed and sent by a real team member. If it felt automated or impersonal, that’s on us — and we’re sorry if it added to your frustration rather than resolving it.

Our returns policy is there to protect customers and ensure fairness, but if your order didn’t meet your expectations — whether due to damage, quality, or just not being what you hoped for — we absolutely want to find a reasonable solution.

Alex, we’d really appreciate the opportunity to help directly. Please contact us at contact@milarosejewels.com, and we’ll do everything we can to support you properly and fairly.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

6/07/2025

Hi Laura,

Thank you for taking the time to share your experience — we completely understand how disappointed and frustrated you feel. When something doesn’t live up to what you expected, especially when it feels personal or emotionally charged, the sense of being let down can run deep. Your frustration is valid, and we’re truly sorry this has been your experience.

You raised a few important concerns: about product quality, fulfilment, and the authenticity of our story. We want to address these openly and respectfully. Mila & Rose is a small independent brand — not a mass retailer — and during our closing-down period, we’ve partnered with international fulfilment centres to handle the last phase of orders. We understand how receiving a parcel from overseas can feel at odds with what you saw online, and that’s something we’re working hard to communicate more clearly.

As for our support: while we use templated replies to respond quickly and consistently, our messages are written and handled by real people. If the responses felt repetitive or unhelpful, we sincerely apologise — that’s not the experience we want any customer to have.

We also hear you on the frustration with the returns process. Our policy is designed to protect customers, but if something simply isn’t right — whether it’s faulty or just not what was expected — we want to make it right wherever we can.

Laura, we’d really like the chance to resolve this personally. Please reach out to us at contact@milarosejewels.com, and we’ll do our best to turn this experience around.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

6/07/2025

Hi Jill,

Thank you for sharing how you feel — we completely understand how upsetting it must be to place an order with good intentions, only to later feel uncertain or misled. Especially with something meant to be a birthday gift, this experience should have felt special, not stressful. We're genuinely sorry that it hasn’t felt that way for you.

You mentioned concerns after reading other reviews and feeling that the advertising was misleading. We hear you. Mila & Rose is a small independent brand that’s currently winding down, and while our story and offers are genuine, we understand how the online landscape — with similar messaging or shared product designs — can make things feel unclear or even suspicious. That’s on us to explain better, and we're working to make that more transparent going forward.

We also want to reassure you that your order is real and is being handled with care. We’ve served thousands of customers over the years, and even now as we wrap up operations, we remain committed to fulfilling every order and offering support when something doesn’t feel right.

Jill, we’d love the opportunity to look into your order personally and help put your mind at ease. Please reach out to us directly at contact@milarosejewels.com — we’ll do everything we can to support you and ensure this is resolved with care.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

6/07/2025

Hi Claire,

Thank you for taking the time to share your experience — we can hear how frustrated and disappointed you feel, and we’re truly sorry that your order didn’t meet the expectations you had. That’s never the outcome we want for anyone, especially when something was purchased in good faith as a thoughtful gift or treat.

You raised a number of valid concerns, including the quality of the items received, our fulfilment process, and the refund policy. To clarify transparently: Mila & Rose is a small independent brand, and while we do work with international fulfilment partners to help ship orders — particularly during our current closing-down period — we understand how that may feel inconsistent with the tone of our website or story. That feedback is fair, and we’re working hard to improve how clearly that’s communicated.

Regarding returns: our 30-day return policy does exclude final sale items, which is noted in our terms — but we understand how that might have felt confusing if it wasn’t made clear before purchase. That’s something we take seriously and will continue to review.

We want to reassure you that Mila & Rose is not a scam. We’ve fulfilled thousands of orders and continue to handle each one with care, even as we wind down. But if your order arrived in poor condition or didn’t feel as described, we absolutely want to make that right.

Please feel free to contact us directly at contact@milarosejewels.com, and we’ll be happy to review your case and explore a fair resolution with you.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

4/07/2025

Hi Jackie,

Thank you for your message — we truly understand how frustrating this situation must have felt, especially when you acted quickly and still felt like your request was dismissed. Your concern is absolutely valid, and we’re genuinely sorry the experience left you feeling unheard.

To clarify: we do have a short cancellation window because our fulfilment process begins almost immediately after an order is placed — sometimes within minutes. That said, if you contacted us within that timeframe, we should have looked into it with more care and clarity. If we fell short on that, we want to acknowledge it and improve.

As for the email replies — while we use templated messages to ensure consistency, every response is written and sent by a real person from our small support team. We’re sorry if the tone came across as robotic or impersonal, and we deeply regret the error in name. That’s not the experience we want anyone to have, and we appreciate you pointing it out.

Mila & Rose is a legitimate independent brand, and even as we close down, we’re still committed to serving customers with honesty, transparency, and care. We’d genuinely appreciate the opportunity to look into your order again and support you directly.

If you're open to continuing the conversation, please email us at contact@milarosejewels.com — we’ll make sure you're looked after with the personal attention you deserve.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

4/07/2025

Hi there,

Thank you for taking the time to share your experience — we completely understand how disappointing it must have felt to receive something that didn’t meet your expectations. Your frustration is valid, and we're truly sorry that your order arrived in poor condition.

We want to acknowledge your concerns clearly: while we work hard to represent our jewellery accurately, if something you received was damaged or not as described, that’s not acceptable — and we want to make it right. Every customer deserves a product that reflects what they were shown and promised.

You also mentioned the parcel arriving via Amazon rather than the delivery method listed. That’s helpful feedback. During periods of high volume or when using fulfilment support, some packages may be routed through alternative carriers. But we agree — the delivery method should always match the expectation set at checkout, and we’re reviewing this internally.

Mila & Rose is a legitimate independent brand, and even as we wind down, our commitment to resolving customer issues remains. If you’re open to it, we’d really appreciate the chance to look into your order and offer a solution. Please reach out to us at contact@milarosejewels.com, and we’ll do everything we can to support you personally.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

3/07/2025

Hi Rob,

Thank you for taking the time to share your thoughts — we completely understand how upsetting it can feel when a shopping experience doesn’t match your expectations. Your frustration is valid, and we’re genuinely sorry that this has left you feeling misled.

You mentioned concerns about advertising and the origin of the products. While Mila & Rose is a small independent brand, we do partner with international fulfilment centres to ship our pieces — something we aim to be transparent about in our shipping policy. That said, we understand how the combination of a heartfelt brand message and international delivery can feel contradictory, and we’re actively working on making this clearer from the start.

We’d also like to reassure you: we are a legitimate business. Over the years, we’ve served thousands of customers and continue to fulfil orders with care, even as we wind down. While some jewellery styles may also be found on broader platforms, our focus has always been on creating a more personal, customer-focused experience — from packaging to communication.

Rob, if your order hasn’t met expectations or if there’s anything unresolved, we’d genuinely like to make it right. Please feel free to reach out to us at contact@milarosejewels.com so we can assist you directly.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

3/07/2025

Hi Mez,

Thank you for sharing how you feel — we completely understand how frustrating and disappointing it can be when something doesn’t align with your expectations. Your concern is valid, and we’re truly sorry that your experience has left you feeling this way.

You mentioned doubts about our brand story and the origin of our products. We hear you. Mila & Rose is a small, independent business that has recently begun winding down. While our fulfilment is supported by international partners — something we include in our shipping information — we understand how that can feel at odds with the personal tone of our messaging, especially if that context wasn’t clear up front. That’s on us, and we’re working to communicate it better.

We also want to reassure you: we’re not a scam. We’ve served thousands of customers over the years, and every order is fulfilled and supported by our team. While we do use templates to reply efficiently, each message is handled by a real person who genuinely wants to help.

If you’re open to it, we’d really appreciate the opportunity to look into your order and resolve this properly — whether that means tracking, a return, or something else that gives you clarity and peace of mind. Please feel free to email us at contact@milarosejewels.com, and we’ll make sure you’re taken care of.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

1/07/2025

Hi Georgina,

Thank you for taking a moment to share your feedback — we completely understand how frustrating it can be when an experience doesn’t feel as expected. Your concerns are valid, and we’re genuinely sorry that you’ve been left feeling this way.

You mentioned frustration around delivery from China and the tone of our email responses. We want to clarify this with full transparency: while Mila & Rose is a small independent brand, we do work with global fulfilment partners to help ship our items — especially during the winding-down phase of our business. This does mean that some parcels are dispatched from overseas, and we agree this should be clearer up front. We're actively working on that.

As for our customer service: although we use message templates to ensure quick, consistent replies, each message is still handled by a real person on our small team. If the tone felt robotic, that’s something we take seriously — because real human care is at the heart of what we aim to deliver, even in challenging situations.

We’d really like the opportunity to look into your order and support you directly. If you're open to it, please contact us at contact@milarosejewels.com so we can ensure you’re looked after properly and respectfully.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

Actualizada a 30/06/2025

Hi there,

Thank you for taking the time to share your concerns — we truly understand how frustrating it can feel when things don’t seem to add up. Once trust is shaken, especially in an online space, it’s completely natural to feel sceptical. Your reaction is human and valid.

You mentioned receiving what felt like automated replies. While we do use message templates to ensure quick responses, every message is still handled by a member of our small support team. That said, we’re sorry if the tone felt impersonal — that’s never our intention, and we appreciate you pointing it out.

Regarding the cancellation: our system does begin processing orders very quickly after purchase, which can limit our ability to cancel in time — something we try to be transparent about. We understand this can feel frustrating, especially when you're acting quickly on new information.

As for fulfilment, we do work with international partners, which is why some items ship from abroad. That information is outlined in our shipping policy, but we recognise it may not always be front and centre, and we’re working on improving that clarity. Mila & Rose is a legitimate small business, and while we’re currently winding down, we continue to process orders, respond to customer messages, and offer support until the final chapter is complete.

If your order does arrive and you’re not satisfied, we’re more than happy to support you through the return process or explore a fair solution. Please don’t hesitate to reach out directly at contact@milarosejewels.com so we can assist you personally.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

30/06/2025

Hi Cam,

Thank you for sharing your experience — we completely understand how disappointing and frustrating it must feel to place an order and then have doubts shortly after. Your concerns are valid, and it’s absolutely fair to question things when something doesn’t add up in your eyes.

You mentioned seeing similar items on other websites and questioning our story as a small boutique. We get it. In the fast-moving world of online retail, overlapping product styles can happen, especially when manufacturers supply multiple sellers. That said, what Mila & Rose offers isn’t about exclusivity in design — it’s about the experience: from our heartfelt story to our packaging, customer care, and transparency. We know that’s not for everyone, and we respect that.

Regarding the cancellation — our team does process orders very quickly, and once they move into the fulfilment line, we’re often unable to stop them. This isn’t about avoiding cancellation, but simply how our system and timeline work behind the scenes. Still, we’re always open to feedback on how we can improve that process, especially when it creates friction instead of clarity.

Cam, we appreciate your honesty. And more importantly, we’d still like the opportunity to support you properly. If anything about your order needs attention — whether that’s tracking, a return, or simply reassurance — we’re here. Please email us at contact@milarosejewels.com, and we’ll do everything we can to help.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

30/06/2025

Hi Natalie,

Thank you for taking the time to share your thoughts — we completely understand how disheartening it can feel when a brand doesn’t meet the expectations you had, especially when trust and emotion are involved. Your frustration is valid, and we're genuinely sorry that your experience with us has led to this level of disappointment.

You mentioned concerns about our brand story and fulfilment process. We hear you. Mila & Rose is a small, independent business — and while we don’t claim to handcraft every piece ourselves, we do curate collections with care and aim to deliver a more personal experience than mass platforms typically offer. Some fulfilment and packaging is supported by international partners, which is reflected in our shipping policy, though we understand this may not have been as clearly communicated as it should have been.

We also want to acknowledge your point about story and transparency. We know how important authenticity is, especially when shopping from what appears to be a local or small-scale business. Our intent has never been to mislead, but we recognise how certain messaging — particularly around “closing down” — may come across differently depending on personal experience. That’s something we take seriously and continue to improve.

Natalie, we’re not here to brush this aside — we’d like to make things right. If you still plan to return your item, our team will ensure the process is handled smoothly. Please feel free to reach out to us directly at contact@milarosejewels.com so we can support you properly.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

29/06/2025

Hi Aimee,

Thank you for taking the time to share your experience — we completely understand how stressful and frustrating it must feel when you place an order and don’t receive the immediate confirmation or communication you expected. That sense of uncertainty can understandably lead to concern, especially with so many scam sites out there today.

To clarify: Mila & Rose is a legitimate, independently run jewellery brand. We do send order confirmations automatically via email, but we’ve seen cases where they get filtered to spam or blocked by certain providers. We’re sorry if that happened in your case — that’s not the experience we want anyone to have.

We’re also available daily through our support email (contact@milarosejewels.com), and every order placed is carefully processed and shipped, with tracking provided as soon as it’s dispatched. If any of that wasn’t clear or didn’t reach you, we take full responsibility and want to make it right.

Aimee, we’re not here to hide — we’re here to help. If you’re open to continuing the conversation privately, we’d love the chance to check your order and resolve this for you. Please email us directly so our team can look into it with urgency and care.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

28/06/2025

Hi Michelle,

Thank you for taking the time to share your experience — we hear your frustration loud and clear, and we’re genuinely sorry that you feel let down. Feeling like you’ve been misled, especially with something as personal as jewellery, is deeply upsetting, and your concern deserves a sincere response.

You mentioned noticing similarities with other brands and experiencing wear on a piece you received. We understand how that would raise red flags. To clarify gently: Mila & Rose is a small, independent business. While some jewellery styles may look alike across different online shops — especially in fast fashion — our intention is never to deceive. We focus on creating a boutique-style customer experience, with thoughtful packaging and service many of our customers appreciate.

We also want to be fully transparent: some of our fulfilment partners are international, and returns may sometimes be processed via our global warehouse. That said, if a product didn’t meet your expectations, we absolutely want to help make that right. We do not ignore issues or hide behind policies — we work with our customers directly to find fair, human solutions.

Michelle, we would truly appreciate the chance to review your order and resolve this personally. Please reach out to us at contact@milarosejewels.com — we’re here, and we want to help.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

28/06/2025

Hi Claire,

Thank you for your message — we can hear just how frustrating and upsetting this experience has been for you, and we’re truly sorry it felt like your cancellation request wasn’t respected. We understand how important timing is, especially when you're trying to act quickly and avoid a mistaken purchase.

To clarify: our system automatically timestamps all replies, but email delays or time zone differences can occasionally cause confusion. We absolutely don’t alter or manipulate timestamps — and we’re sorry if it felt that way. That said, if your message did arrive within the cancellation window, it’s on us to make that right, and we’re more than happy to review it with you.

We’re a small, independent brand that genuinely cares about doing right by our customers. While we operate with certain automated processes to ensure fast shipping, we never prioritise a transaction over a person — and certainly not at the cost of trust.

Claire, we’d really like to look into your order again and see how we can resolve this properly for you. Please feel free to reach out to us at contact@milarosejewels.com, and we’ll make sure someone from our team follows up with care and urgency.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

28/06/2025

Hi Rebecca,

We are genuinely sorry to hear how upsetting this has been. Placing an order and then feeling left without confirmation would shake anyone’s trust, and your frustration is completely understandable.

To address what happened: our system should send an order confirmation automatically within minutes. If it has not reached your inbox, it may have been filtered to spam or blocked by your email provider. We do not take anyone’s money without fulfilling the purchase, and we do not claim a sale that does not exist. Your payment was processed through Shopify Payments, which keeps your card details secure and gives you full chargeback protection.

Mila & Rose is a small independent jewellery brand. Thousands of customers have received their parcels, and many have kindly shared their experiences publicly. When something goes wrong, we do not hide; we resolve it. We track every parcel and honour refunds or replacements whenever a genuine issue arises.

We would really like to sort this out for you quickly. Please email us at contact@milarosejewels.com with your order name or the last four digits of the card used, and we will confirm your order status, provide tracking details, or issue a refund if preferred.

Thank you for bringing this to our attention. We hope to turn this experience around for you.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

27/06/2025

Hi Anon,

Thank you for taking the time to share your experience — we completely understand how distressing it must have felt to place an order and then come across reviews that raised concerns. Your caution is absolutely valid, especially in today’s online landscape.

You mentioned trying to cancel your order shortly after purchase. Our system does have a short cancellation window because we begin preparing orders for dispatch very quickly, often within minutes. That said, it’s never our intention to ignore follow-up messages — and if you haven’t heard back, we’d really like the chance to look into that and support you directly.

We want to gently clarify that Mila & Rose is a small, independent jewellery brand — not a scam. We’ve served many customers who connected with our story and products, and we’re committed to fulfilling every order with care and transparency. Our website was designed to reflect professionalism and trust, and we fully understand how that might lead to higher expectations.

We’re here to help, not to hide. If you’re open to it, we’d really appreciate the opportunity to resolve this personally and make things right. Please feel free to email us at contact@milarosejewels.com — our team will prioritise your message.

Warmly,
The Mila & Rose Team