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FAQ

Selection and ordering of jewelry
How to proceed with the order?
Once you have chosen a piece that you like the most, select the desired options from the variations (the color of gold, ring size, length on the chain etc), then click “Add to Cart.”

Your selected item will be placed into your Shopping Cart. You can access your Shopping Cart anytime by clicking on the shopping bag icon located in the bottom right corner of the website or continue shopping.

When you're ready to place your order, simply proceed by clicking the Checkout button below. In the following steps, you will be asked to enter your email, shipping address and payment information, to complete your order. There you will be asked to create a Password for your account for future tracking of your order status. If you have any difficulties please do not hesitate to contact us at info@mialis.czfor assistance.
How to create a user account?
When placing your first order with us, you will automatically create a user account. While providing your contact information for the first order, you can use the email and password for tracking of your order status or creating new orders in future.
Should I receive an order confirmation
After you've successfully submitted your order and your payment has been approved, the confirmation email will be sent to the email address you provided, containing all information about your order. A further email will be sent once your order has been dispatched, providing tracking details for your parcel or prepared for pick up in our showroom.

If you didn't receive the confirmation email, please contact us at info@mialis.czfor assistance.
How can I find out the status of my order?
You can always check the order status in your user account. If there's a longer production time, we will keep you informed about the progress and approximate delivery time. We'll notify you once the jewelry is crafted and prepared for pickup or shipping. Don't hesitate to contact us if you have any questions.
Can I change the wrong ring size after placing my order?
Please contact our customer service at info@mialis.czas soon as possible before we start to create your jewelry piece.
How do I know the right ring size?
You can easily measure the ring size using a measuring ring that we will ship to you for free. The best way to know the correct ring size is to visit our showroom in Prague or any other local jewelry studio. However, there are situations when such a solution is not possible, for instance, in the case of engagement rings. If you don't know how to measure the ring size, read our tips!
Can we make the jewelry in a different color of gold?
Most of our jewelry can be created in all colors of gold or platinum. However there are pieces in stock that are made with a unique gemstone and can’t be duplicated in different colors of gold. Please contact us at info@mialis.cz, we will check your request and let you know if the change is possible.
Where can I see your jewelry in person?
Feel free to arrange an appointment at our showroom. We are located at the heart of Europe in Prague, the capital city of Czech Republic. Please email us at info@mialis.czto book your appointment in advance. We look forward to meeting with you!
  • Our location is:
  • Mialiscz s.r.o.
  • Petrská 1131/2
  • 11000, Prague 1
  • Czech Republic
Production (Custom order?)
How long does the production take?
Almost all our products are made to order. The production time ranges from 7-21 working days. The timeline for our jewelry can vary depending on the complexity of the design and the specific piece you're interested in. It's important to note that custom designs may require an additional time. We prioritize quality over speed to ensure that your jewelry is a true work of art.

If you need a piece by a specific date or have a tight deadline, please let us know before placing your order. We will do our best to accommodate your request. Additional fees may apply for expedited services, and the availability of urgent order options may vary based on the specific design and materials. Contact us at info@mialis.czwith any other questions regarding processing time.
Do you have available jewelry in stock?
We often have some designs in inventory allowing us to take photos, measurements and use for appointments. These pieces are available for sale after the resizing. Please keep in mind that the resizing is not possible for every model, as some designs may have limitations in terms of adjustments. Please reach out to us at info@mialis.czif you have any specific questions about the Ready to ship jewelry.
What materials are used for the production?
Our products are made of only the finest quality materials. At Mialis we use recycled solid 14k and 18k gold along with platinum. Please remember that we don’t work with Sterling Silver. However sometimes we make the exceptions and accept custom designs in Silver.
What is the quality of your diamonds?
For our jewelry pieces we use high quality diamonds. D-G colors, VS-SI1 clarity. We can order the diamond according to your own requirements.
Is Jewelry at Mialis ethically sourced?
Our jewelry is responsibly handcrafted by professional jewelers in our workshop located in Prague, Czech Republic. All gemstones and diamonds come from legitimate and conflict free regions. We collaborate only with verified suppliers around the world.
What is a hallmark?
A hallmark is a symbol on the jewelry that indicates its authenticity and purity. Before hallmarking, the jewelry is marked with the manufacturer's or importer's responsibility mark.
Is it possible to design a custom piece
Absolutely! At Mialis we love to work with unique designs. Feel free to request customizations to any design featured on our website, or we can create a completely unique ring according to your preferences. Our colleagues are happy to help you with support and guidance.

Since a customized piece is crafted to your precise specifications, it is non-returnable and non-exchangeable. For our in-stock and listed items on the website, you can request returns and exchanges.
How do I know the price for the custom order?
Once we have the details regarding the setting, type of gold, and the specific stone you prefer, we can then calculate the final price.
Depending on how complicated the design is, and if it's a completely new model, we may ask you for a CAD design deposit. This deposit helps us create a preliminary design so we are on the same page about the piece. As a result it allows us to give you an estimated price. If you decide to go ahead with the project, we'll subtract the CAD deposit from the total price.
Custom order production process
Custom jewelry production can vary and may involve additional steps, depending on the design and materials used. The process may take several weeks or even months.

The process begins with a consultation. During our consultation we will discuss together your design ideas, preferences such as stones, material, ring size, and the budget range. We highly recommend that you provide us with sketches, photos, or other references.

The next step is CAD Design. After the deposit is paid we start creating a 3D model of your desired piece. Small changes such as stone shape or amount of prongs are possible to change for free. In case if you decide to change the whole setting it will be counted as a new 3D design for extra fee. In some cases we may offer a Wax Model or silver prototype to give the customer a physical preview of the piece. Once you confirm the final design we may require you to make a deposit to initiate the production process. The completed piece proceeds with a quality and assay office control inspection to ensure it meets the specified design and quality standards.
Can I see the stones you have in stock?
Some natural gemstones such as moss agate, rutile quartz or salt and pepper diamond are unique and one of a kind. You can choose the stone according to your preferences. For closer pictures or videos of the stones available in stock please contact us at info@mialis.cz.We will be happy to share it with you.
Can I purchase a matching wedding band for my engagement ring?
Definitely! For the matching band we need you to measure your engagement ring from all possible sides and share with us pictures with the ruler/tape. The rest process is the same as for the custom order (viz custom order process).
Can I request small changes to the items of jewelry featured on your site?
Yes, please provide us with the information, what exactly would you like to replace or change in the existing model. We gladly make the new calculations and share it with you via email. info@mialis.cz.
Could you set my own stone into the jewelry?
Setting stones is one of the most complex disciplines in jewelry making. To ensure that the stone will be securely set in the jewelry, we only work with high-quality stones from trusted suppliers. As a result, you will receive a certificate of authenticity with each piece of jewelry. If you have a certificate of authenticity for your gemstone, please contact us at info@mialis.cz.and we can discuss it personally.
Could you create jewelry from my own gold?
Unfortunately, in our studio, we work only with alloys from verified suppliers, and if needed, we alloy our own materials that are verified and registered with the assay office. If we were to use unfamiliar materials, we wouldn't be able to guarantee their quality. Thank you for your understanding.
Does my purchase come with a gift box?
Precious jewelry deserves perfect packaging! Our products are carefully packaged to suit the type of jewelry you've ordered. Additionally, you have the option to select a different ring box in our showroom.
What is the part of the packaging?
We always ship the ordered jewelry in a special, gift-wrapped box. In addition to each piece of jewelry, you will also receive:
  • ❖a jewelry certificate,
  • ❖a cleaning cloth,
  • ❖instructions on how to care for your piece,
  • ❖a gift from us <3
Do you provide a gemological laboratory certificate?
Your package from Mialis will come with an authenticity document with details of the carat weight of the stone, the diamond type(s), the metal used, images of the ring, order number and any other relevant information.

International certificates GIA / IGIare provided for jewelry with diamonds more than 0.3 carats. For an extra cost of 80 EUR, you can additionally purchase a certification from ČGL (Czech gemological laboratory).

If you choose to send a ring for certification, please note that it will extend the processing time by 2-3 weeks or more.
Shipping
How much does shipping cost?

Domestic delivery:

Shipping around the Czech Republic and Slovakia is free of charge.

International shipping:

At the check out you can select which delivery company you prefer. We mostly ship with DPD, DHL Express or FedEX. Delivery fee may vary depending on your location approximately between 25 - 60 EUR.

*The customer is required to be present at the destination or make arrangements for someone to sign for the package.
What countries do you deliver to?
We provide trackable shipping all over the world.
How long does the delivery take?

Domestic delivery:

Delivery time is approximately 2-3 working days.

International shipping:

Approximate delivery time with DHL express is 5 - 7 working days. Packages come with a tracking and require a signature upon delivery.

Approximate delivery time with Czech post:
  • ❖to EU - 7 - 10 working days
  • ❖to USA - 14 - 20 days
  • ❖to Canada - 16 - 22 days
  • ❖to Australia and Malaysia - around 30 days
the rest destinations are upon request
How can I track my order?
After dispatching your order, we will send you a confirmation email along with tracking details. You can monitor the package's location at any time.

Contact us if there is any problem with your package at info@mialis.cz.
Import and Duty Taxes
International customers are required to handle shipping expenses as well as any customs and duties associated with their orders. The specific costs depend on your location and the regulations set by local authorities.

Since customs regulations differ between countries, we regret to inform you that we cannot provide guidance on these charges. We recommend reaching out to your local customs office for more information before finalizing your order.
Is personal pickup possible?
Yes. You can personally pick up the jewelry at our studio in the center at Petrská 2, Prague 1. Please arrange your visit in advance at info@mialis.cz, +420 775 462 707.Please verify the current opening hours,before your visit.
Service and repairs
What is your warranty policy?
We provide a lifetime warranty on all our jewelry. For proven manufacturing defects we cover all costs for repair or replacement (bent prongs, missing accent stones, etc), including the standard shipping. The repair processing time depends on the availability of the materials and may take up to 14 business days. Please email info@mialis.cz.with your order number an explanation of the issue. Our customer care team will be able to provide you all information needed about the further steps. including bent prongs, missing accent stones, etc.

The warranty does not apply:
  • -if the damage is found to be a result of negligence, inappropriate care, storage or cleaning by the buyer;
  • -if the defects are caused by intervention from another goldsmith. We recommend addressing all modifications directly at our workshop;
  • -if there are changes in metal color due to chemical substances, such as cleaning agents, detergents, cosmetics, pool water, as well as medications or the influence of your health condition on your skin. These changes are typically temporary—simply have the jewelry professionally cleaned, and it will be like new again;
  • -in case allergic reactions to gold and precious metals;
What after-sales service do you offer?
As part of the lifetime warranty, we will professionally clean & polish your jewel from Mialis once a year for free. You will receive it back looking like new!If you wish to clean the jewelry more frequently, this service is available for 400 CZK.

The standard processing time is up to 14 business days.

The customer is responsible for the cost of returning the piece to Mialis Jewelry.
Do you modify or repair jewelry made by someone else?
Ring resizing
Can you resize the ring?
If you find that the ring size doesn't fit, please avoid wearing it and either send the ring to us or visit our showroom in Prague. We will resize the ring for the first time at no charge. The customer is responsible for the shipping costs.

Certain restrictions may apply to rings with pave setting or other side stones on the band, engravings, or intricate designs. In case the ring size is not possible to adjust, we have to recycle the existing ring and produce a new one.

Please contact us at info@mialis.czto know more about available options and discuss potential resizing fees.
Returns & Exchanges
What is your return and exchange policy?
We offer returns and exchanges if the following conditions are fulfilled:

  • -Buyer must contact us within 14 days of receiving the purchase;
  • -Approval is required before returning the item;
  • -Item must be returned in unused condition;
  • -All original packaging and certifications are included to the returning item;

*The customer is responsible for the cost of returning the piece to Mialis Jewelry.

Jewelry cannot be returned or exchanged if:
  • -Items that have been customized to your request (custom design, custom engraving, non-standard ring sizes and any other modification to the original design. You will be informed of our policy for customized jewelry in advance.);
  • -The damage is found to be a result of negligence, inappropriate care, storage or cleaning by the buyer;
  • -The defects are caused by intervention from another goldsmith.
Do you buy jewelry purchased from you?
We do not buy back gold or gold jewelry.
How do I ship the item back?
Before sending the jewelry, please fill out the complaint form and specify the size adjustment or other additional information. Send the jewelry well packed along with the completed form and authenticity certificate to our address - Mialiscz s.r.o., Petrská 2, Prague 1, 110 00.
How long does it take to process a refund?
Once we receive the products, your refund will be processed within 30 days. Please be aware that bank transfers may take a bit longer due to different banks.