FREQUENTLY ASKED QUESTIONS - FINE JEWELLERY

Ordering on mohlondon.com is easy and safe. Once you have found the item you would like to purchase, click on the “ADD TO CART” button to place it in your Shopping Bag. Follow the simple directions through the checkout process to complete your order.

Your order will not be placed until the very end of the checkout process, when you will be asked for your credit card information.

We are delighted to offer our customers the option to purchase any MOH item including engagement rings over the phone. Our teams of dedicated Diamond Experts are on hand to guide and assist you, answering any questions you may have. To speak to a Diamond Expert, please contact our customer care team or to place a request online please email care@mohlondon.com

Our hours of business are Monday to Saturday 10:00 - 17:30; closed on public holidays.

You can also place an order in our showroom. You are also welcome to visit our showroom to see your chosen piece before you buy. Simply make an appointment email care@mohlondon.com to visit our showroom to view samples, and we can take your order there and then.

No. You can use guest checkout service for quick purchase. However, we recommend you to create an account to shop with us. This enables us to send you order confirmation emails, dispatch emails and keep you posted on the status of your order. The process itself is very simple and only takes a few minutes!

Setting up an account will allow you to order without having to fill in your details every time you shop with us. You can either sign up first, or you can start shopping and set your account up when you check out, whichever suits you best. Just follow the easy steps on screen and remember to have your payment and address details to hand. Your billing address should be exactly the same as the address to which your credit/ debit card is registered.

VAT is charged at 20% and is included in the retail price. The price you see is the price you pay (no hidden extras). Our consultants are available Monday to Saturday 10:00 - 17:30; closed on public holidays.

We expect to dispatch in stock items within 2 business days.

All rings are handmade to order, which means it will take about 3-4 weeks to receive from the time the order is placed.

The estimated delivery date is available on individual product. The shipping and processing times depend on the items you're ordering.

All orders packaged in a plain and discreet manner, in accordance with our secure packaging in transit policy.

Our external packaging makes no reference to our brand name or jewellery. This is to ensure that the precious contents are not advertised. However, the packaging on the inside is elegant Moh Gift Box and ready to be presented to that special person.

For shipping, fragile items are wrapped in bubble wrap and securely packed in an outer carton.

To make the checkout process faster and easy we use automated system to finding the postcodes. However occasionally this system fails to identify an address or a postcode.

If this happens to you, simply type your details in line by line. If you need further assistance please contact us

If we have an item in stock we can sometimes deliver the next day if necessary, but for all items that are made to order (a few items will take 3-4 weeks).

Every item has different delivery times, and you can view this information on the product page. If you need your order urgently or for a very specific date, please let us know and we'll do everything we can to have your item ready in time.

We currently shipped via Royal Mail, FedEx and DHL. Expedited shipping is available for an additional charge.

Yes, a signature is required for orders over £500. Be sure to ship your order to an address where you will be available to sign for.

Our shipping and processing times depend on the items you’ve ordered. Home try-on orders will ship approximately within 2 days after the order is placed. Ring orders will ship approximately 2-4 weeks after the order is placed. You will receive a shipping notification email with tracking as soon as it is mailed out.

Yes, all international orders are shipped via FedEx; there is no expedited shipping available for international orders. The cost of shipment will be calculated and provided for you at checkout.

Duties & Taxes: Duties and taxes are not included in the total at checkout. They are determined by the customs within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes are the sole responsibility of the recipient, and these fees are collected at the time of delivery.

Shipping times may vary due to customs delays. Any international shipping cost incurred at time of check out is non-refundable. Customers will also not be refunded the shipping cost in the event that the receiver refuses an international shipment.

If an order is sent back due to insufficient or incorrect address or due to no answer, the order will be cancelled or the customer will have to pay for shipping again for any further delivery efforts requested by the customer. We are unable to modify or cancel your order once it has been placed and handed over for shipping. Thus, please make sure all information is correct before completing your order.

If your country is not available to receive an order shipment, please contact our customer care team.

It is important to us that we are able to trace each component of our rings back to their origin. For that reason, we do not sell our settings without them, or set previously purchased diamonds into our existing designs.

Yes! You can purchase a MOH ethically sourced loose diamond directly from our site here.

Yes. After you have placed an order, you will receive email confirmation almost immediately. Please do check your junk mail folder to make sure our automated confirmation has not been diverted to that folder.

Please ensure that you have checked the status of the parcel using the tracking reference number that was supplied to you when the item was dispatched.

Royal Mail Tracker: https://www.royalmail.com/track-your-item
FedEx Tracker: https://www.fedex.com/apps/fedextrack/

If you are still experiencing issues please get in touch with our team by email or telephone with your Name and Order Number and we will email you an update on your order as soon as possible.

You can also call us for an order update at any time via phone +44 7586775867

If you need your order sooner than the expected timeframe on our website, we are happy to offer “PRIORITY” production service on most of our Jewellery. All requests to Priority Service are subject to a non-refundable production service fee to ensure the order advances in our production queue.

Please contact us for more information about placing an expedited order.

If you wish to amend your order, or have important information to tell us, for instance a change of address, then please email us on care@mohlondon.com

Please don't forget to include your order number, and a detailed explanation of what you would like us to do.

If you prefer, you can call us on +44 7586775867

(Please note that outside our business hours, from Monday to Friday, 10am - 6pm, we can receive emails and take detailed telephone messages. Our Customer Service Team will then contact you promptly during the next working day to resolve your query.)

We are unable to edit orders once they've been placed. We're able to cancel an in stock jewellery purchase before dispatch, and are able to cancel your made to order design within 24 hours of placing the order. After that, it cannot be cancelled. Please reach out to care@mohlondon.com for assistance.

If you need extra help or advice about your purchase, you can make an enquiry via our Customer Care.

Prices on Mohlondon.com are subject to change. The price listed on the day of purchase is what you can expect to be charged.

You can purchase a MOH Gift card at mohlondon.com. Alternatively, you can call us on +44 7586775867

Monday to Saturday: 10 am – 5.30 pm (closed Sunday and public holidays).

MOH has a ring size conversion chart available online. Please click here to view chart.

Yes! We offer financing through Klarna, which is applicable to most of the order. You'll either have the option to finance, or you can pay in 4 interest free instalments if your order is under £1,000. You can learn more about our payment options here

To keep the shopping experience fair for all of our customers, we're unable to hold diamonds for any reason. We receive new diamonds every week and you can certainly set up a custom alert here to be notified when we receive diamonds within your preferences.

All of our pieces will arrive to you in sustainable packaging that is biodegradable and recyclable. In an effort to be more sustainable, we do not offer gift-wrapping. The packages are reusable though, should the recipient want to store their pieces in them over time.

The majority of our diamonds over 0.50 carats are accompanied with a GIA certificate and other important gemstones with certificates from leading independent authorities within the industry.

Opening a Moh account to make a purchase on Mohlondon.com means that your personal details will be securely saved so that you can ensure a faster checkout process. You can also sign-in at any time and track your online orders easily. Registering for a Moh account also allows you to save items to a wish list and access exclusive previews on latest products.

No, unfortunately once the order is complete you cannot change the payment or delivery method for security reason.

Unfortunately, we currently only accept one payment method per order. We recommend that you make a separate order per purchase if you wish to order multiple items with different payment methods.