Refund policy
We hope you love your jewellery, but if for some reason you need to return, we're happy to help.
How to request a return:
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase (screenshot email of purchase will do)
To start a return, contact us at support@mosjewels.uk include your order number, item/s you wish to return and a valid reason. Photographs must be included if the item is faulty.
After inspection, if your return is accepted, we will provide the next steps. Please attach a clear address label and send all items back to us. (Including any free items that were included in your package otherwise your return won’t be accepted)
Please note: items sent back to us without first requesting a return will not be accepted or refunded
You can always contact us for any return questions at support@mosjewels.uk
Return Shipping:
Customers are responsible for return postage unless item is faulty. We recommend using a tacked service, as we cannot accept responsibility for lost parcels. Please ensure items are securely packaged to prevent damage in transit.
Damages and issues:
Please inspect your order upon reception and contact us immediately with photographs/videos if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Any claims regarding defective, damaged, incorrect items must be reported within 24 hours of delivery. Claims submitted after this period will not be accepted. To proceed with any claim, customers should include clear video/photos as evidence. This should include:
- The product clearly shown.
- The delivery note with tracking number clearly shown.
- A continuous unboxing video recorded upon first receipt of the package, clearly showing the unopened package, the shipping label and the entire unboxing process.
- An unboxing video upon arrival of the package is mandatory. Without this we will not proceed with refunds, or further investigation.
- Failure to provide sufficient photos/videos will result in claim rejection.
Exceptions / non-returnable items:
Unfortunately, we cannot accept returns on earrings ( due to hygiene reasons), sale items or gift cards.
Cancelling an Order:
Orders can be requested to be cancelled prior to being shipped out. If the order has already been shipped out or the request is received after the shipment has been made, it is not possible to accept the cancelling request at this point. The refund will be issued excluding processing fee as the payment terminals still charge me a processing fee (even when the orders are refunded)
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period:
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10-15 business days. Shipping costs are non refundable. Items that arrive worn, damaged or incomplete maybe refused or partially refunded. Please remember it may take some time for your bank or credit card company to process your refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@mosjewels.uk