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Customer Care

FREQUENTLY ASKED QUESTIONS - FINE JEWELLERY

Product

What if I want a center stone shape that is not offered for that setting?

Many of our settings can be easily modified to accommodate a different center stone shape than what is offered online. Please contact us to discuss all of your modification options.

I like a piece of jewellery on your site, but would you make a small change for me?

Many of our pieces are made to order, which makes us able to customize our standard items to fit your personal preferences. For example, we can modify the center gem shape, the finish, the precious metal, and the gems that we set. Contact us to discuss now!

Can you help me design a custom piece of jewellery?

MOH specializes in full custom design, and can create whatever Jewellery piece you desire. For more details, please visit our page on Custom Designed Jewellery or contact us.

How quickly can you create and deliver a custom piece?

Most designs take between 2-5 days to complete. Once you have approved the final design, we will create and deliver your custom-designed ring approximately within 15-20 working days however more elaborate pieces takes 5-6 weeks. The exact time frame will be confirmed with you once we know more about your requirements and the complexity of your design. To start design your custom engagement rings please contact us.

Can I put diamond or particular jewellery on hold?

YES! We are happy to extend a formal hold for you, for a limited time. Please contact us for more information.

What if I want additional photos of the item?

Yes, we can send you additional photos of the item you are interested in, just ask a member of our team.

What about ring resizing?

The first ring sizing is free of charge within 30 days of purchase, after which there is a flat fee of £50.

How you control product quality?

We preside over every stage of a product's journey and are dedicated to seeking out the very best.

3 reasons why we are the best for offering superb value

The only way we can offer such superb value is because:

  • We are a jewellery manufacturer, so we do not deal with middlemen.
  • We don't have costly high-street stores*.
  • We don’t carry the entire inventory and our overheads are optimised in best way possible.
* We do have a private viewing showroom in London, for customers that would like to view samples or collect their purchases in person.

We are also members of the National Association of Jewellers, which means that we are regulated and abide by their standards. Additionally, we have our own team of expert craftsmen who work on our extensive range of UK hallmarked and UK handcrafted jewellery.

We're always happy to tell you more about us!

 

Can you engrave my ring?

Yes! We offer an engraving service and the charge for this is £50 per ring. If you'd like your ring engraved, there is an option for this within the product details where you will also select the ring size. You can type the engraving you'd like, and £50 will be added to the price of your ring.

Important Things about Engraving

There are a number of very important things you should note about engraving:

  • Engraving will add 3-4 days onto the delivery time of your ring
  • There is a character limit on most rings
  • Resizing a ring is not possible after engraving
We strongly recommend that you discuss any engraving requirements with our Customer Care Team, take your time choosing the perfect ring, and also ensure you take the perfect measurements by using our Ring Size Guide

 

Can you find any colour and size diamond or gemstone for me?

Yes! We can find almost anything you require with our worldwide network of suppliers and access to tens of thousands of diamonds and gemstones.

I would like to use my own diamond can you provide any service for gemstone setting?

Yes! If you have inherited, purchased or received your diamonds or gemstones elsewhere, we can still create your custom ring.

MOH Policy details for any diamonds you provide us are as follows:

  • There is a diamond-handling fee to cover the setting, appraisal and insurance of your diamond. Costs are £150 for any diamond in sizes between 0.01-0.50ct and £250 for diamonds over 0.50ct.
  • If your diamond does not have an existing grading report, we will request that you grade it with our local laboratory at a cost of £50. We will take care of this for you. All fees will be included in the quotation. Our consultant will provide you all the details with regards to this process.

 

Can I design a ring that’s not on your site?

Of course! Our “Bespoke” feature allows you to work with a MOH consultant to design your dream ring from scratch.

Can you reset stones?

Yes, reach out to us via email, [email protected] and include a picture of the stone and the style you have in mind.

Can you make men’s bands too?

Yes, we can make custom men rings. Email us at, [email protected] for further assistance.

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  • FRAGRANCE
    1. FRAGRANCE - FAQ
    2. PERFUMERY TERMS
    3. RAW MATERIALS
  • FINE JEWELLERY
    1. GENERAL
    2. SHOPPING
    3. PRODUCT
    4. PAYMENT
    5. RETURNS
    6. RESIZING
    7. UPGRADE
    8. TECHNICAL
    9. CARE
    10. REPAIR
    11. ENGRAVING
    12. DIAMONDS
    13. ENGAGEMENT & BRidAL
    14. FINANCE
    15. GIFT
    16. JEWELERY FIT
    17. HOME TRY-ON
    18. Lab-Diamonds
    19. Virtual Appointments
    20. LIFETIME WARRANTY

  • CUSTOMER CARE

  • MESSAGE US

    The official MOH WhatsApp account for
    Client Services and personalised advice

    whatsapp
    • Payment

      Credit card, debit card, PayPal or Financing

    • Shipping Delivery

      Insured and secure delivery or click and collect

    • Returns & Exchanges

      Complimentary returns

    • PACKAGING

      Complimentary and Eco-friendly packaging

    PAYMENT
    X
    We accept following payments.
    payment_option

    Accepted payment methods:

    • Payments are accepted via credit card, debit card, PayPal and Klarna with a valid billing and shipping address
    • Accepted credit cards are Visa, American Express and Mastercard
    • Bank transfer
    • Telephonic Payments

    Klarna is available for purchases up to £4000 with pay now, up to £2500 when paying in instalments and up to £2500 when paying after 30 days.

    Bank Transfers: Bank Transfers are also accepted. This method of payment safeguards both parties of the transaction and is a very convenient method for high-value transactions. In order to pay by Bank Transfer, please contact our Customer Care . Please note that processing purchases by Bank Transfer can take up to 6 business days.

    Also note that additional validation may be required. Orders must be placed with a valid billing and shipping address*. Your billing address must correspond to the address of your credit card, or we will not be able to process your order. All transactions are secured. Our website is provided with an SSL encryption system to protect personal and payment data. We do not keep any credit card information.

    Telephonic Payments: We also undertake telephone orders for customers who want additional guidance and advice throughout their purchasing experience. To use this method, please contact our Customer Care for more details during our opening hours - Mon-Fri (9.30am to 5.30pm).

    SHIPPING & DELIVERY
    X

    The delivery date may vary depending on the actual availability of the products and it is subject to the acceptance of the order. Pre-order and Made-to-Order items will ship on the estimated date noted on the product description page. These items will be delivered via Special signed for delivery once they become available.

    We provide complimentary shipping worldwide, ensuring that you won't incur any charges regardless of your location. Your item will be sent with utmost care and protection through our trusted (name of shipping service) delivery service, right to your doorstep. We prioritize the safety of your order by providing comprehensive insurance coverage, eliminating any concerns related to delivery. For valuable items exceeding $30,000, we rely on specialized shipping services such as Malca-Amit or Brinks to ensure top-notch security.

    Additional information is available during the checkout process or on the FAQs Section.

    RETURNS & EXCHANGE
    X

    We are pleased to offer complimentary returns & exchanges within 30 days of reception/collection of your item

    Requesting a return:

    • You must ‘Request a return’ in your profile under My account before returning an order
    • Refunds will be made to the original buyer, using the same method of payment that was originally used for the purchase.

    Return conditions:

    • Item must be returned in original shipping packaging and retains its original branded packaging. Include any accompanying accessories, instruction booklets, labels, protective covers, leaflets, or boxes that are associated with the purchase.
    • Perfume boxes must still be sealed (with its sticker or crystal film) and may only be returned in the UK
    • Upon receipt of your item(s), and subject to inspection by our Quality Service Department, we will proceed with the return.

    You can return any item within 30 days from the receipt of the order, activating online your Return request and using the pre-paid shipping label included in the package.

    PACKAGING
    X

    Experience the essence of our signature "Green" packaging, inspired by the harmonious balance between nature and innovation. The serene "green" colour is a true embodiment of our commitment to sustainability and environmental consciousness. Crafted from sustainable and eco-friendly materials, our boxes not only contribute to a greener environment but also offer practicality during transportation. Each element of our green packaging has been carefully crafted to reflect our dedication to preserving the planet and embracing eco-friendly practices.

    By opting for this distinct colour, we aim to evoke a sense of harmony and connection with the natural world, inviting our customers to join us on our sustainable journey. With our green packaging, we strive to make a positive impact while delivering an exceptional and environmentally responsible product experience.