Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible, the item must be in the same condition you received it — unworn, undamaged and in its original packaging — and you will need your order number or proof of purchase.
How to start a return
Email us at help@moissajewelry.co with your order number and what you would like to return. We will reply with the return address and instructions. Items sent back without requesting a return first cannot be accepted.
Return shipping is free for orders delivered inside the United States — we send you a prepaid label. For orders outside the United States, return postage is paid by the customer unless the item arrived damaged, faulty or incorrect.
Wrong ring size
If a ring does not fit, contact us within 30 days and we will exchange it for the correct size. The ring must be unworn and in its original packaging. If you are between sizes, size up — a slightly loose ring is a quick adjustment at any jeweller, a tight one is not.
Damages and issues
Please inspect your order as soon as it arrives and contact us immediately if anything is damaged, defective or not what you ordered, so we can put it right. In these cases we cover return shipping wherever you are.
Exchanges
The fastest way to get a different piece is to return the one you have and place a new order once the return is accepted. For a size exchange on the same ring, see above — we handle that directly.
Items we cannot take back
Gift cards are non-returnable. Everything else in the collection can be returned under the terms above, including pieces bought at a promotional price.
European Union and United Kingdom — 14 day cooling off period
If your order is shipped into the European Union or the United Kingdom, you have the right to cancel or return it within 14 days of delivery, for any reason and without giving a justification. The item must be unworn and in its original packaging, with proof of purchase. This right is in addition to the 30-day return window above.
Refunds
We will let you know once we have received and inspected your return, and whether the refund was approved. If approved, the refund is issued automatically to your original payment method within 10 business days. Bear in mind your bank or card issuer may take additional time to post it. If more than 15 business days have passed since we approved your return and you have not seen the money, contact us at help@moissajewelry.co.
Lifetime stone warranty
Separately from returns, every Moissa stone is covered for as long as you own the piece: if it clouds, dulls or loses fire under normal wear, we replace it. The warranty covers the stone, not the plating — gold vermeil and rhodium plating wear with time, which is normal for plated jewellery and not a defect. Write to us with your order number and a photograph to make a claim.
