Milarosejewels 

Resposta da Milarosejewels

16/07/2025

Hi Alison,

We’re truly sorry to hear you feel this way — it’s incredibly frustrating to receive something that doesn’t meet your expectations, especially when it’s meant as a gift for someone you care about.

To clarify a few points as gently and transparently as possible: Mila & Rose is a small team that partners with global fulfilment services to ship orders efficiently and affordably. Like many e-commerce brands, this means some parcels are sent from overseas, which can occasionally affect delivery timelines. We try to make this clear at checkout, but we understand how that might feel unexpected.

Our refund policy allows returns on full-priced items within 30 days of receipt, and our customer care team genuinely reviews each case with the goal of finding a fair solution — even when an item was discounted. The intention is never to hide behind fine print.

We care deeply about our community of customers, and it’s disappointing to hear you felt misled. If you’d like to share more details, we’d be grateful for the chance to help. Please reach out to us directly at contact@milarosejewels.com so we can assist you personally.

Warm wishes,
The Mila & Rose Team

Resposta da Milarosejewels

16/07/2025

Hi there,

We hear your frustration, and we’re genuinely sorry to read that you feel this way. No one enjoys feeling disappointed with an order, and we understand how important it is to receive something that aligns with your expectations.

To clarify: Mila & Rose is a small brand that works with international fulfilment partners to manage logistics and production — a common practice among many growing e-commerce businesses. This helps us keep our jewellery affordable while reaching customers around the world. That said, it’s never our intention to cause confusion or disappointment.

We take claims like these seriously and always want to make things right where we can. If something didn’t meet your expectations or arrived in poor condition, our support team is here to help. We welcome you to reach out to us directly at contact@milarosejewels.com so we can look into your specific order and assist you personally.

Thank you again for your feedback — it’s what helps us grow and improve.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

16/07/2025

Hi Kassandra,

We hear you. Your frustration is clear — and though your experience with us has been disappointing, we sincerely regret that it’s come to this.

From your earlier messages, it seems you felt misled by both the brand story and the product, and you weren’t satisfied with the resolution offered. That’s not the experience we want anyone to walk away with. At the same time, we want to respectfully clarify for others reading that Mila & Rose is a real, customer-supported brand — not a scam, and not hiding behind false identities.

Our story may not resonate with everyone, and that’s okay. But what we can say, factually, is that:

Thousands of real customers have received their orders and shared their feedback — the good and the critical.

We offer refunds on faulty items, and we’ve honored many of those. We also clearly list our return policy before checkout.

While some products are fulfilled from global partners, including Asia, this is standard practice in DTC commerce and not hidden.

We understand you no longer wish to engage with us directly. Still, our inbox remains open — not for debate, but for resolution: contact@milarosejewels.com.

We’ll always welcome honest criticism — but we also value fairness, respect, and space for context.

Warmly,
The Mila & Rose Team

Resposta da Milarosejewels

16/07/2025

Hi Kate,

We’re genuinely sorry to hear how disappointed you feel — your experience clearly didn’t meet your expectations, and we absolutely understand how frustrating that can be.

We do our best to provide clear product imagery and descriptions on our website, but we know that perceptions can vary, especially when it comes to jewelry and gifting. If something feels off or below expectations, we always encourage customers to reach out so we can make it right.

While we may not always get it perfect, we are a real team who take each message to heart. We’ve helped thousands of customers — many of whom return again — and we remain committed to resolving issues transparently, within the policies we clearly display at checkout.

Kate, if you’re open to it, we’d appreciate the opportunity to review your order and see how we can make this experience better. Please email us directly at contact@milarosejewels.com so a senior team member can assist you personally.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

16/07/2025

Hi Mrs Collins,

We’re genuinely sorry to hear that your recent experience with us didn’t meet your expectations — especially when you were hopeful and excited for your order. We completely understand how disappointing it can feel when the presentation or product differs from what you envisioned based on the website.

You're right that we aim to showcase our pieces with care and attention to detail. While packaging may vary during peak periods or based on stock availability, this shouldn’t take away from the intention behind each piece — which is to offer thoughtful jewellery at an accessible price point. We're currently reviewing this feedback to improve presentation consistency moving forward.

We also noticed you've shared your feedback across multiple platforms, which tells us this really mattered to you. We're not here to silence that — just to kindly acknowledge it and invite you to reach out to us directly at contact@milarosejewels.com. Our team is always open to helping resolve concerns in a more personal and constructive way.

Mila & Rose may not be perfect, but we are real — and committed to better. Thank you for taking the time to share your thoughts.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

16/07/2025

Hi Stacey,

We completely understand how frustrating this situation must feel for you — especially when expectations and resolutions don’t seem to align. You deserve clear answers, and we’re truly sorry this has taken such a toll.

To clarify your concern: we’re always committed to resolving product issues fairly and in accordance with our published policies. If an item arrives faulty, we absolutely do offer solutions — including replacements, refunds, or store credit — depending on the specifics and timing. We're sorry if our communication felt unclear or dismissive at any point, as that’s never our intention.

We also want to gently acknowledge that multiple public posts can sometimes escalate emotions on both sides. Our team is still here, listening and open to finding a fair and respectful outcome together. If you're open to continuing the conversation, we’d truly appreciate the chance to resolve this calmly and directly.

You’re welcome to reach our customer care team again at contact@milarosejewels.com with your order details. We'll ensure your case is reviewed by a senior team member.

Warmly,
The Mila & Rose Team

Resposta da Milarosejewels

16/07/2025

Hi Rebecca,

We’re truly sorry to read your review, and we understand how upsetting it must feel when you’re left uncertain about a brand you’ve trusted with a purchase. Your concern is valid — and we take it seriously.

We’d like to gently clarify a few things. Mila & Rose is a small brand with a heartfelt story behind it, and while our logistics partners span internationally (as many brands do), our designs and communications remain personal and intentional. We never claim to be UK-manufactured, and our full shipping and returns policy is always visible at checkout.

The reason some reviews may come from newer accounts is simply timing — many customers are discovering us for the first time due to our closing collection. We can assure you: our reviews are from real people, many of whom write in privately with kind words as well.

We’d never want any customer to feel left unheard or without a resolution. If your order hasn’t arrived or there’s an issue, please email us directly at contact@milarosejewels.com with your order number. We’ll prioritize your case and do our very best to help.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

15/07/2025

Hi Sean,

We genuinely appreciate you sharing your thoughts, even if it’s tough to read. We understand how disappointing it can feel when something doesn’t match expectations — especially when the story behind the brand feels personal.

To clarify with care: Mila & Rose is a small, independently run brand. The founder’s decision to wind down the collection is a deeply personal one, and while it may sound unusual in today’s world of mass commerce, it’s also heartfelt and real.

Our jewellery is designed with intention and sourced through trusted partners. We never claim pieces are sterling silver — but we always aim to create meaningful designs at accessible prices. If that didn’t resonate with you, we hear you.

While we understand skepticism online, we're proud of the many kind reviews from happy customers over the years, and we stand by our commitment to transparency and care.

We’d love the chance to speak with you directly and make things right. Please reach out at contact@milarosejewels.com with your order number — our support team is ready to help.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

15/07/2025

Hi Abby,

Thank you for sharing your experience — we completely understand how upsetting it can feel when something doesn’t match expectations, especially when trust is involved.

We’re truly sorry the piece didn’t meet your standards. Mila & Rose was founded with care and storytelling at its heart, and while we’ve grown, we’ve stayed committed to transparent service and emotional connection in everything we do. That includes honoring real feedback, even when it’s hard to hear.

Our return policy reflects limited-time collections and steep discounts, but that should never leave a customer feeling stuck. If you received an item that was faulty or not as described, we absolutely want to fix that. And while some people may feel skeptical about our origin or mission, we’re proud to stand behind the designs, people, and real customers who’ve supported this journey.

If you’re open to it, please reach out to contact@milarosejewels.com with your order number so our senior team can personally look into it. We want to make this right, even if it wasn’t the perfect fit.

Warmly,
The Mila & Rose Team

Resposta da Milarosejewels

15/07/2025

Hi Danielle,

We’re really sorry to hear you’re disappointed — we completely understand how frustrating it can be when something you were looking forward to doesn’t meet expectations.

Your feedback about the shipping time and product quality has been noted, and we take it seriously. We work with international fulfillment partners to help keep our products accessible to more customers, but all designs, branding, and customer service come directly from the Mila & Rose team. We know this can sometimes create confusion, and we never want anyone to feel misled.

Our jewelry isn’t for everyone — and we respect that. But we also have many returning customers who love the meaning behind each piece and the care we put into each design. That said, if your order arrived damaged or was not as described, we absolutely want to make it right.

If you’re open to it, please reach out to us at contact@milarosejewels.com with your order number. We’ll make sure someone senior on our team handles your case directly.

Thanks again for sharing your experience — we truly value every customer, even when the journey doesn’t go as planned.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

15/07/2025

Hi Olga,

Thank you for taking the time to share your experience — we hear your frustration, and we’re genuinely sorry that your order didn’t meet expectations.

It’s never our intention to mislead. Mila & Rose is a small, independent brand, and while we partner with global fulfillment centers to help keep shipping affordable and accessible, all designs, storytelling, and customer support come directly from our team. The closing chapter you mentioned is very real to us — and not a tactic, but a heartfelt farewell.

We also want to be transparent: the product pages and checkout clearly indicate when items are part of a promotion or final sale, and our refund policy reflects that. That said, we never want a customer to feel unheard or unsupported — and if anything arrived damaged or faulty, we absolutely want to make that right.

If you’re open to it, we’d really appreciate a second chance to review your order and do what we can to resolve this. Please email us at contact@milarosejewels.com, and we’ll make sure a senior team member follows up directly.

Thank you again for the feedback — even when it’s hard, it helps us do better.

Warmly,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Ann,

We’re truly sorry to hear how disappointed you feel — we completely understand how upsetting it is when an order doesn’t match your expectations. You’re not alone in wanting transparency and quality, and that’s something we care deeply about too.

We want to gently clarify a few points for you and others reading. Mila & Rose is indeed a small, independent brand. While we do work with international fulfilment partners — like many boutique brands — every product, email and customer experience is still personally managed by our small team. The storyline shared in our marketing reflects real decisions and emotions behind the business, even as we transition toward closure.

We hear your concerns about delivery times and refund policies. While some items are marked as final sale due to deep discounting, this is always stated clearly before checkout. And when anything arrives damaged or faulty, we make it right — that’s a promise we stand by.

Trustpilot displays all reviews transparently. The product reviews shown on our site are pulled directly from customer feedback, not curated, and we never edit or hide negative comments.

Ann, if you're open to it, we’d really appreciate the chance to look into your order personally and find a fair solution. Please email us at contact@milarosejewels.com with your order number. A senior team member will take care of it directly.

Thank you for sharing your feedback — even when it’s tough to read, it helps us grow.

Warmly,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Ronnie,

We’re really sorry to hear this left you feeling disappointed — that’s never how we want anyone to feel after ordering from Mila & Rose. Your frustration is valid, especially when a product doesn’t meet expectations.

While we do our best to ensure that photos reflect each piece accurately, we completely understand that personal impressions of material or detail can vary — especially with items as personal as jewellery. What you described clearly didn’t meet your standards, and that matters to us.

Mila & Rose is a small brand in transition, and although we work with trusted fulfilment partners to meet demand, we still stand by the intention behind every design. Thousands of customers have loved their pieces, but when we fall short, we take that seriously.

If you’d be open to it, we’d love a second chance to make things right. Please reach out to contact@milarosejewels.com. A member of our senior team will personally review your case.

Warmly,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Carine,

We completely understand your frustration — especially when you feel something didn’t match your expectations. That disappointment is real, and we’re truly sorry this has been your experience.

You’re right to want transparency, especially when ordering something personal like jewellery. Mila & Rose is a small, independent brand that does work with international fulfilment partners to bring our designs to life. While that helps us reach more customers during our final chapter, we hear how that wasn’t clearly communicated in a way that felt honest to you.

What you described doesn’t reflect the experience we aim to provide, and we’d like the chance to put things right. While our sale items are typically non-refundable, we always make exceptions when quality falls short — and we take every concern seriously, even when emotions run high.

Please email us again at contact@milarosejewels.com. We’re here, and we’re listening.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Saimah,

We’re really sorry to hear how let down you feel — especially when the piece was intended as a gift for someone special. That kind of disappointment is never what we want, and we completely understand your frustration.

We know gifting is personal, and when the product doesn’t meet expectations — whether due to delays or how it appears in real life — it can feel like a letdown on many levels.

While Mila & Rose has always been transparent about our global fulfilment timelines, we recognise that the emotional story behind the brand led you to expect something more personal and closer to home. That’s on us to communicate better — and we’re listening.

We’ve had so many messages from customers who’ve loved what they received, but we also know that every experience matters — especially yours. If you’d be open to it, we’d love the chance to make things right or offer an alternative solution that feels fair.

Please reach out directly at contact@milarosejewels.com, and someone from our senior team will take it from there.

Warm wishes,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Sarah,

We’re really sorry to hear that your experience with us didn’t meet expectations. It’s completely understandable to feel disappointed when something you’ve been looking forward to doesn’t live up to what you had in mind.

We just want to gently clarify — all of our pieces are described transparently on our website, including materials used and finish details. If something you received wasn’t as described or arrived damaged, that absolutely shouldn’t happen, and we’d like to put it right.

Our team is here to help, and we genuinely care about resolving issues with empathy and fairness. We’ve worked hard to build trust with thousands of customers who shop with us for the personal touch we try to bring to every order — but we also know we’re not perfect, and feedback like yours helps us do better.

If you’re open to it, please email us at contact@milarosejewels.com and we’ll personally review your order and make sure you’re heard.

Warmly,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Natalie,

We’re truly sorry to hear how disappointed you felt — that frustration is completely valid, especially when something doesn’t arrive as you imagined.

While we always aim to represent our pieces as clearly as possible through images, lighting and expectations around tone or finish can sometimes differ from screen to reality — and that can understandably feel frustrating.

Just to clarify, our returns policy does follow standard guidelines: we do accept returns for items that arrive faulty or damaged, and we assess these case by case. We're sorry to hear you felt let down by the response you received — that’s never the feeling we want our customers to leave with.

Thousands of customers have shopped with us and shared heartfelt messages about what their jewellery meant to them — but we know that doesn’t lessen your experience, and it’s our job to listen and improve.

We’d really like to look into this personally for you. Please email us directly at contact@milarosejewels.com and we’ll make sure someone from our leadership team takes care of it.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Mrs. Sloane,

We’re truly sorry to hear how disappointing this experience has felt for you — especially after reaching out so promptly. We understand how frustrating it is when something arrives and doesn’t match expectations, especially when you’ve tried to resolve it directly.

Just to clarify for others reading: when an item arrives damaged, we do offer several resolution options including a replacement, store credit, or a partial refund — and these are handled by our customer service team with care and intention, not to avoid responsibility, but to try to offer fair solutions based on the nature of the issue.

We hear that none of the options we shared worked for you, and we respect your right to pursue the route you feel is appropriate. We do take all feedback seriously, and want to reassure you (and others reading) that Mila & Rose is committed to operating transparently, within consumer law, and with genuine care for the women who shop with us — many of whom return and share beautiful stories with us.

We don’t want this to escalate unnecessarily. If there’s a way we can meet you in the middle and bring this to a close that feels fair for you, we’d really like to try. Please reach out to us directly at contact@milarosejewels.com so we can prioritize this.

Warm regards,
The Mila & Rose Team

Resposta da Milarosejewels

14/07/2025

Hi Helen,

We’re truly sorry to read this — and we completely understand how hurt and let down you must feel. When something you’ve purchased with care doesn’t arrive as expected, it’s more than frustrating — especially when it feels personal.

We want to be fully transparent: Mila & Rose is a small, family-run team with fulfillment partners that operate internationally. We know that can be confusing, especially when the heart of our brand — Mila’s story and her daughter Rose — feels so close to home. But that story is very real, and it’s never our intention to mislead or disappoint.

We’re especially concerned to hear that you’ve reached out and felt dismissed — that’s not the experience we want anyone to have, and we want to make that right. If your order hasn’t arrived, or something has gone wrong, please know we’re here to help.

Would you be open to reconnecting with us via contact@milarosejewels.com? We’d really appreciate the chance to look into this again and find a solution that feels fair to you.

Warmly,
The Mila & Rose Team