Questions about your order, delivery, returns, or caring for your MIDAAS TOUCH piece? Find the answers below. Can't find what you're looking for? Email us at support@midaastouch.com.

How do I place an order?

Add the pieces you'd like to your cart, review your order, enter your name and delivery details, and pay in a secure checkout environment. If you run into any trouble along the way, email us at support@midaastouch.com and we'll help you through it.

Do I need an account to place an order?

No — you're welcome to check out as a guest. Creating an account simply makes things easier: faster checkout on future orders, the ability to track your order history, and access to your wishlist.

How do I cancel my order?

You can cancel within 24 hours of purchase. Once your order has been processed or shipped, we're no longer able to cancel it. Custom or personalised orders — including engraving and resizing — cannot be cancelled once confirmed, as production begins right away. To cancel, email us at support@midaastouch.com with your order number.

What if an item I want is out of stock?

If a piece is temporarily unavailable, this will be shown on the product page. Email us at support@midaastouch.com and we can let you know about restocking timelines where possible.

Something went wrong while I was placing my order — what should I do?

Email us at support@midaastouch.com with as much detail as you can share, and we'll sort it out with you directly.

How do I find my size?

For rings, measure the inner circumference of a ring you already wear in millimetres — that number is your EU size. As a rough guide: EU 52 is roughly UK L / US 6, EU 54 is roughly UK N / US 7, and EU 56 is roughly UK O½ / US 7½. If you're between two sizes, choose the larger one, and size up by half a size for wider bands. For anything else — bangles, bracelets, cuffs — check the size chart on the individual product page.

Where do I enter a discount code?

Enter your code in the discount field at checkout. If it doesn't apply, double-check the spelling and expiry, then email us at support@midaastouch.com if it still won't work.

What payment methods do you accept?

We accept American Express, Apple Pay, Bancontact, BLIK, Google Pay, Klarna, Maestro, Mastercard, MobilePay, PayPal, Shop Pay, Union Pay, Visa, and iDEAL, shown at checkout based on your country.

Is it safe to pay on your website?

Yes. Every transaction runs through secure, PCI-compliant payment gateways, and we never store your full card details on our servers. Your personal data is handled in line with GDPR and our Privacy Policy.

Are prices shown in euros, and do they include VAT?

Yes — for orders within the EU, prices include applicable VAT, so the price you see at checkout is the price you pay. For orders shipped outside the EU, local customs duties, import taxes, or handling fees may apply on arrival and are the customer's responsibility.

Can I pay in instalments?

Klarna is offered as a payment method at checkout, and depending on your country, this can include flexible or instalment-based payment options. Availability varies by location — check what's offered for your country at checkout.

What are the shipping costs?

Shipping is tracked on every order, and the cost is calculated at checkout based on your delivery country and your chosen method — Standard or Express.

What is the delivery time of my order?

Orders are dispatched within 1–2 business days of your order confirmation. From there:

• Netherlands: 2–3 business days Standard, next business day Express
• Belgium & Germany: 2–3 business days Standard, 1–2 business days Express
• United Kingdom: 3–5 business days Standard, 1–3 business days Express
• Rest of Europe: 3–12 business days Standard, 1–5 business days Express
• United States: 7–14 business days Standard, 2–5 business days Express
• Rest of World: 12–21 business days Standard, 2–7 business days Express

These are estimates and can shift around public holidays, peak seasons, or customs clearance.

Do you ship internationally? Are there any countries you don't ship to?

We ship from the Netherlands to most destinations worldwide. We're currently unable to deliver to a small number of sanctioned countries and territories, including Cuba, Iran, North Korea, Syria, Sudan, South Sudan, Crimea, Donetsk, and Luhansk.

Will I pay customs or import duties?

Within the EU, no — our prices already include VAT. For orders shipped outside the EU, local customs duties, import taxes, or handling fees may apply on arrival and are the customer's responsibility. If we've paid these charges on your behalf, you can request reimbursement by sending proof of payment, and we process this within 72 hours.

Can I track my order?

Yes — once your order is dispatched, you'll receive a shipping confirmation email with a tracking number. Please allow up to 48 hours after dispatch for tracking information to update. If it hasn't updated after that, email us at support@midaastouch.com with your order number.

What happens if I entered the wrong shipping address?

Contact us immediately if you notice an error before your order has shipped — we're unable to amend the address once it's dispatched. If your parcel is returned to us because of an incorrect address, we'll refund your order excluding shipping costs, and a €9 handling and reshipping fee may apply.

My order hasn't arrived, or a delivery was missed — what do I do?

Our courier will usually attempt redelivery or leave your parcel at a local pickup point. If it isn't collected within the courier's holding period, it's returned to us, and reshipping and handling fees may apply. If a parcel is lost in transit, we're unable to offer a free replacement and will investigate with the courier first. Email us at support@midaastouch.com with your order number and we'll look into it.

Can I return my order?

Yes — as an EU-based retailer, we offer a 14-day right of withdrawal from the day you receive your order, no reason required. To qualify, items must be unused, unworn and unaltered, and returned in their original condition and packaging with any protective seals, tags or hygiene labels intact. Earrings, engraved pieces, and made-to-order or resized items are excluded from returns for hygiene and craftsmanship reasons, unless faulty.

How do I return an item?

Email support@midaastouch.com within 14 days of delivery with your order number, the item(s) you're returning, and — if you'd like — a brief reason. We'll confirm your return and send instructions; please don't send anything back without this confirmation first.

Are returns free of charge?

No — return shipping is the customer's responsibility, and we recommend a tracked, insured service, as the parcel remains yours until it reaches us. Your original shipping charge is non-refundable, and a €2.50 return handling fee is deducted from your refund. This handling fee is waived if you choose store credit instead of a cash refund.

Can I exchange my order?

Exchanges are possible for eligible items — not earrings, engraved pieces, or resized rings — subject to availability, and additional shipping costs may apply. For the fastest turnaround, we often recommend placing a new order for what you need and returning the original separately, rather than waiting on an exchange.

When will I get my money back?

Once your return is received and inspected, we notify you by email and process approved refunds to your original payment method within 5–7 business days. Your refund reflects any applicable deductions — the €2.50 handling fee, non-refundable original shipping, or gift-packaging deductions — unless you've chosen store credit, in which case these are waived.

What if I need to return a personalised gift box or pouch?

A personalised gift box carries a €15 deduction from your refund if returned; a custom pouch or accessory carries a €10 deduction. Both are waived if you choose store credit instead of a cash refund.

My order was refused, undelivered, or sent back to you — what happens?

If your order is returned due to a refused delivery, an incorrect address, or a missed pickup, a €9 handling and return fee is deducted from your refund. This covers courier return charges, inspection, and restocking.

Can gift cards or store credit be exchanged for cash?

No — but store credit doesn't expire, and can be used on any future purchase.

Which items can't be refunded under any circumstances?

Previously exchanged or replaced items, items reported as damaged more than 48 hours after delivery, and pieces bought during clearance or promotional sales aren't eligible for a refund. Engraved, personalised and custom-made items are also excluded, except where genuinely faulty.

How do I find my ring size?

Measure the inner circumference of a ring you already wear in millimetres — that's your EU size. Measure at the end of the day, when fingers are at their largest. If you're between two sizes, size up rather than down, and for wider bands, add half a size.

Can I get a ring resized?

Contact us and we'll let you know what's possible for your specific piece. Resizing is treated as a custom modification, so once your request is confirmed, it can't be cancelled, exchanged or returned, except if genuinely faulty.

Do you offer engraving?

Yes — many MIDAAS TOUCH pieces can be personalised. Add your engraving text on the product page before adding it to your cart. Character limits vary by piece and are shown on the product page.

Can I cancel or change an engraved or resized order after I've confirmed it?

No — engraving and resizing begin as soon as your order is confirmed, so changes and cancellations aren't possible after that point. We'd recommend double-checking your size and engraving text carefully before confirming.

Is my jewellery covered by a warranty?

Yes. Sterling silver and oxidised silver jewellery carries a 12-month warranty against manufacturing and construction defects. Gold-plated silver carries the same 12-month warranty on its silver construction, plus a separate 9-month warranty on the plating itself. Gemstone, pearl, coral, turquoise, beaded and filigree pieces carry a 12-month warranty on their silver construction and setting. Children's jewellery is covered under the same 12-month warranty. Our silver coins are collector's bullion rather than wearable jewellery, so instead we guarantee the stated purity and weight of every coin at the time of sale. This warranty sits alongside, and does not limit, your statutory rights under EU consumer law.

What isn't covered by the warranty?

Damage from excessive or improper use; discolouration of moving parts such as clasps; damage from a lack of maintenance; repairs carried out by anyone other than MIDAAS TOUCH; jewellery from unauthorised resellers or clearance sales; stones loosened or lost through impact; natural colour change to pearl, coral or turquoise from water, cosmetics or perspiration; and cleaned or polished silver coins.

How do I request a repair?

Email support@midaastouch.com with your order number, a description of the issue, and photographs. Once we've assessed your piece, we'll let you know whether it's covered — if it is, repair begins right away and we aim to complete it within two weeks. If it isn't covered, or the warranty period has passed, we'll share a price quote first; if you'd rather not proceed, your piece is returned unrepaired and a €12.50 return and inspection fee applies.

My piece arrived faulty, damaged, or incorrect — what do I do?

Contact us within 48 hours of delivery with clear photographs. Once confirmed, we'll offer a replacement, repair or refund at no cost to you, and we'll cover the return shipping. This applies even to engraved and personalised pieces, and doesn't affect your statutory rights under EU law.

How do I care for my silver jewellery?

Wipe your piece gently with a soft, dry cloth after wearing, and store it separately somewhere dry. Avoid perfume, cosmetics, chlorine and household chemicals — apply these before putting your jewellery on, and remove your piece before showering, swimming or exercising. Care differs by finish: oxidised silver, gold-plated pieces, gemstones, pearl/coral/turquoise, and silver coins each need slightly different handling — see our full Repair & Care guide for the details specific to your piece.

Does silver tarnish?

Yes — all genuine sterling silver darkens naturally over time, and that's actually a sign it's real. A soft polishing cloth restores the shine on polished silver. Oxidised pieces are the exception: never polish an oxidised piece, as it will strip the deliberate dark finish.

Can I get my gold-plated jewellery replated?

Yes — if the plating fades abnormally within its 9-month warranty, we'll re-gild it free of charge. After that, replating is available as a paid service. Email support@midaastouch.com for details.

What can I do if I have a complaint?

Email us at support@midaastouch.com with details of your concern, and we'll do our best to resolve it directly and promptly. If you're not satisfied with the outcome, you're also entitled to use the European Commission's Online Dispute Resolution (ODR) platform to seek an independent resolution.

How do I contact customer service?

Email support@midaastouch.com. We're based in the Netherlands, operating as Midaas Touch B.V.

Where can I find your full policies?

Our complete Shipping & Delivery, Terms & Conditions, and Repair & Care pages are linked in the footer of our site, and cover everything on this page in more detail.