FREQUENTLY ASKED QUESTIONS - FINE JEWELLERY

We have a no quibble 30 day Returns Policy (Fine Jewellery) on most jewellery, subject to the terms outlined in our Returns Policy (Fragrance).

We offer all our customers a 30-day money back guarantee. You may return your item within 30 days of receipt for a full refund or an exchange for another item. When you return an item we will issue your refund immediately, or arrange for an exchange for another item of your choice (the value does not have to be the same, as we will either refund you/take payment for the difference). Please see our Returns (Fine Jewellery) and Returns (Fragrance) page for more details.

It's very simple - all you have to do is let us know as soon as possible and we will provide instructions on how to return the item to us. Usually, the item should be sent back to us as received, in a saleable condition i.e. unworn and without damage to the item. We reserve the right to reject refund claims where we believe the item is not returned in a saleable condition.

30-Day Free Returns:

We offer returns within 30 days of delivery or collection, eligible for a full refund. This applies to:

- Items with diamonds priced below £5,000 (excluding VAT)

- Items that have not been customised from their original state as displayed on the website.

Although we provide free shipping for deliveries, we kindly ask that you cover the return shipping costs.

To qualify for a refund, the return must be initiated within 30 days, and the item must be sent back within one week of notifying us—no later than 37 days after delivery. The item must be in its original, unworn condition, free of damage, and include all accompanying documents and materials.

Our production team will review the returned item. Items that show signs of wear or have been altered, resized (by a jeweller other than MOH), or damaged, are unable to be returned. MOH purchases are void of lifetime warranty and refunds or exchanges the moment a third-party jeweller attempts to work on any piece of our jewellery.

In the unlikely event that the item turns out to be faulty or differs from your order, we will repair or replace the item free of charge or refund the item in full. The item should be returned to MOH prior to replacement, repair or refund.

To begin the return process, please contact our Customer Care team with your order number.

For more information, read our full Returns Policy.

Non-Refundable Items:

• Certain items are not eligible for returns or refunds. To confirm if your item qualifies, please contact our Customer Care team and provide your order number.
• Unless expressly stated otherwise, our 30-day return policy does not apply to bespoke commissions, personalised, or engraved items. Additionally, for hygiene reasons, we cannot accept returns on pierced jewellery such as earrings. All refunds are subject to the item being returned in an unworn, unused, undamaged, and in saleable condition.
• Returns that are improperly or inadequately packaged will be refused. Returns missing necessary documentation, such as the GIA or IGI report, or product(s) may not be processed. If applicable, a £350 fee may be deducted from your refund to cover the replacement cost of any missing diamond or gemstone grading certificates.
• If you exchange your order for a different ring, the replacement ring will be non-returnable, except in the case of a manufacturing defect.

Yes, alterations are possible in some cases, depending on the item and the specific changes you want. Some modifications may require the piece to be redesigned and remade. Simple alterations, such as adding an engraving or resizing a ring, are usually straightforward. Please contact us for more details on how we can assist with altering your item.

Yes, if your engagement ring qualifies under our 30-day Returns Policy, you may return it for an exchange or have it redesigned at no extra cost. However, please note that items purchased through our "Build Your Own" module are considered custom pieces. Additionally, any added design elements or embellishments, such as a diamond-set bridge or diamond halo, will incur standard charges.

Yes, we are happy to consider buying back your MOH jewellery or any other fine jewellery.

As strong advocates for recommence, we believe in giving pre-loved jewellery a new purpose. While we do not deal in second-hand jewellery or re-sell pre-made pieces—ensuring each piece we offer is in perfect condition for its new owner—we are happy to review your item and offer you a fair price based on its value. Please contact us to discuss further details.

The grading certificate(s) must be included when returning the diamond(s), as they are essential for processing the return. If you have lost your GIA certificate, it can be replaced, but you must inform our Customer Care team before returning the item. They will guide you through the process. Please note, as replacing a certificate is a lengthy and costly procedure, we reserve the right to deduct a £350 fee per certificate from your refund if the jewellery is returned without it.