FAQ

General

How can I come in contact with Milestone™

Please send an email to customerservice@milestone-world.com.

 

Shipment

What countries do you deliver to internationally? 

We ship globally except for the United Kingdom, Denmark, Norway and China.

Please check our store locator for local (online) stores in these countries.


From where is my order shipped? 

If you have a shipping address in the US, your order will be send from our warehouse in the US. All orders outside the US will be send from our Dutch warehouse. 

 

How much does delivery cost? 

- For US: $6.45

- For Canada: $9.00

- For Netherlands: € 3.50

- For shipments within the EU: € 7.95 - €21.95

- For shipments outside the EU: € 10.95 - € 34.95

Please note that this is just an indication, the price is based on weight. You can see your final costs in your shopping cart.

 

Delivery time*

- For US and Canada:

English, Spanish and Hebrew products: 1 - 5 business days.

All other languages: 1 - 4 business days.

- Within the Netherlands 1-2 business days. (PostNL)

- Within the EU between the 1-3 business days. (FedEx)

- Outside the EU between the 2-5 business days. (FedEx)

Please note that this is just an indication

 

Where is my order?

You will receive a confirmation email after placing your order. Keep an eye on your inbox as we’ll keep you updated about your order via email. Remember to check all your email folders, including Junk, Updates, Promotions etc.  You can also track your order by signing into your account.  

 

I haven't received my order yet, what can I do?

Please contact us on customerservice@milestone-world.com.

 

How can I return items?

You have the right of revocation, you will be charged the costs of the return shipment. If you have already made a payment, Milestone™ will pay this amount back as soon as possible, yet not later than within 30 days after the return shipment or revocation.

 

Will the recipient have to pay duty on the order? 

Our international delivery charges via our website exclude customs duty, goods and services tax and retail sales tax. If your order is being delivered internationally on behalf of  Milestone™, it may be subject to taxes or delays outside of our control. If you’re worried about paying customs duty on orders being delivered outside of the European Union, check the custom duty threshold of the country you’re sending your items to first.

 

Payment

I have placed an order and I have payed but I haven't received the invoice. What to do?

This is not a charge from us as the capture failed. This is simply an authorization which we release immediately. Each bank has their own policies regarding authorizations though and most banks will not return those funds to your account until 48 business hours have passed. Some unfortunately take a bit longer up to 5 business days.

 

When transacting through credit cards there are two types of transactions that occur. One is called an authorization and the other is called a capture. An authorization is the first thing that is done whereby the bank puts the amount of the charge on hold returning a message to the processor that the funds are available. 

 

The next step is called a capture. It is at this step that the bank will verify that the information entered into the checkout form under "Billing Address" is accurate. This means that the street address and zip code match exactly to what the bank has on file for your account. If the billing address is incorrect by even one number then a capture will fail and no signal to remove those funds from your account will be sent. Hence the AVS mismatch error upon checkout.

 

When incorrect billing information is entered we will have a case where the autorization (do the fnds exist) was succesful but the capture (did they enter the correct identifying information to show that the transaction isn't fraudulent) was unsuccesful. This means that when you look at your bank statement or online account you will see what looks like a charge from us.

 

This is not a charge from us as the capture failed. This is simply an authorization which we release immediately. Each bank has their own policies regarding authorizations though and most banks will not return those funds to your account until 48 business hours have passed. Some unfortunately take a bit longer up to 5 business days.

 

Products

How do I use the Cards? 

Simply fill in the date and take a picture of your little one together with the card and you have captured the moment.

 

Where are the products produced? 

The sets are printed in Belgium and the Netherlands.

The ornament is produced in China and the packaging in Belgium.

The booklets are printed in the Netherlands.

The Photo album is produced in Germany.

 

What if the language I would like to order isn't in stock? 

Please contact us at customerservice@milestone-world.com.

 

* Please note:  All products are sold on a Delivery Duty unpaid basis, so please be aware that recipients outside the EU may have to pay import duty or other taxes. Our local delivery partners may also charge fees for processing the import duties.  Please consider costs which may be applicable on arrival into the country, as  Milestone™can't be held responsible for these charges.

 

 

Returns:

 

You have the right of revocation, you will be charged the costs of the return shipment. If you have already made a payment,  Milestone™ will pay this amount back as soon as possible, yet not later than within 30 days after the return shipment or revocation. Please send an email to customerservice@milestone-world.com.

 

 

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