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Customer Care

FREQUENTLY ASKED QUESTIONS - FINE JEWELLERY

TECHNICAL

How do I search for the product?

You can search for any of our products by using the search box. It is pretty clever and you should find exactly what you are looking for.

I have seen a product but it no longer seems to be in stock

The website is designed to automatically hide from view items and sizes out of stock on the website, so if the item or size you require is not showing, we're sold out I'm afraid. But please either find an alternative or check back as stock levels and products are updated daily.

I am having trouble with my shopping bag

Once an item has been added to your basket it will stay in there until you proceed to checkout. It is recommended that once you add an item to your bag, you proceed to the checkout process straight away or within 30 min due to limited supply. If you don't purchase within this time frame, the items will be removed from your shopping cart and made available for others to purchase.

I can’t sign in to my account

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us. If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and you'll be given instructions on how to reset your password.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

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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.