Shipping, Returns & Refunds

Shipping origin: China. Available tracked delivery options are shown before payment. Standard tracked shipping is free on every order.

Delivery estimates begin after made-to-order production is complete. They are carrier estimates rather than guaranteed arrival dates unless checkout expressly says otherwise. When your order ships or tracking becomes available, we send tracking information to the email used at checkout. You can also request a secure status link with your order number and checkout email on the Order Status page.

International parcels may be reviewed by customs and may be subject to import duties, taxes, brokerage, or handling charges. If a charge is not collected at checkout, the destination carrier or customs authority may collect it from the recipient. These charges and customs timelines are controlled by the destination country, not mixnela.

The customer is responsible for entering a complete deliverable address and responding to carrier or customs requests. If tracking shows an exception, a parcel is returned, or an order appears lost, contact mixnela with the order number so the shipment record can be reviewed before another action is taken.

Contact mixnela as soon as possible if you need to change the shipping information, design, fit, or gift options, or if you want to cancel. A request is not automatically approved because materials may already have been allocated and production may already have started.

mixnela will confirm whether the requested change or cancellation is still possible. If mixnela cancels a paid order before it can be fulfilled, the approved refund is submitted to the original payment method where supported.

Each bracelet is made for a selected arrangement and wrist fit. For that reason, completed custom items are generally not eligible for return solely because the customer changed their mind, chose the wrong fit, or no longer prefers the selected colors. Contact support before assuming that an item can or cannot be returned; applicable consumer rights and the facts of the order still apply.

An approved return must follow the instructions provided by mixnela. Do not mail an item to the shipping origin or any address shown on a parcel without authorization. That location may not accept returns or may not have enough information to connect the parcel to your order.

If an order arrives damaged, has a workmanship issue, or does not match the materials and arrangement recorded with the accepted order, contact mixnela promptly. Include the order number, a clear description, and photos of the bracelet, the issue, and the shipping packaging. Keep the item and packaging until the review is complete.

mixnela will compare the item with the order and production record, then explain the appropriate resolution. Depending on the issue and applicable law, this may include repair, replacement, a partial refund, or a full refund. mixnela may provide specific return instructions when the item needs to be inspected or returned.

Natural stones are not visually identical. Color, clarity, translucency, pattern, small inclusions, and minor shape differences can vary from the photographs, digital preview, and bead to bead. These natural characteristics are not by themselves damage or a workmanship defect.

Natural variation does not permit mixnela to replace the stone type or design without agreement. If you believe the bracelet uses the wrong material or arrangement, send clear photos so support can compare it with the accepted order.

Begin through the Contact page and include the order number and reason for the request. mixnela will review eligibility and, if a return is approved, provide the return destination, packaging guidance, any tracking requirement, and an authorization reference.

Unless support confirms otherwise, keep the bracelet unworn beyond a reasonable fit check, include all parts that arrived with it, and package it to prevent damage. Return-shipping responsibility depends on the reason for return, the review outcome, and rights that apply where you live. mixnela will state that responsibility before an approved parcel is sent.

A return request does not create an automatic refund. When a refund depends on a returned item, mixnela may inspect the item and confirm that it matches the approved return before submitting the refund. A confirmed cancellation or order issue may be refunded without a physical return when mixnela states that in writing.

Approved refunds are submitted to the original payment method where supported. mixnela will confirm when the refund has been submitted, but the payment provider or financial institution determines when the amount appears on the account. Currency conversion differences, bank charges, and import charges collected by another party may not be controlled or recoverable by mixnela.

This policy describes mixnela's standard process for made-to-order items. It does not remove a warranty, remedy, cancellation right, or other consumer protection that the law where you live says cannot be excluded.

If a legal right applies differently from this standard process, contact mixnela with the order details and explain the requested remedy. Support may ask for information reasonably needed to confirm the purchase, delivery, and issue.