Welcome to the Moments Jewellery FAQ page, where we answer your most frequently asked questions about our brand, products, and services. Here, you'll find detailed information about our handmade jewellery designs, our bespoke services, and our commitment to quality and affordability. Whether you're a first-time customer or a returning shopper, we want to make sure you have all the information you need to make an informed decision about your purchase. Browse through our FAQ section to find answers to your questions, and feel free to contact us if you need further assistance.
Shipping & Delivery
Orders are usually processed within 1-2 buisness days and sent via Royal Mail Special Delivery. International orders are sent with a tracked service and timeframes may differ depending on the country we are shipping to.
Some items are made to order, please check the item listing for accurate processing times.
Bespoke order timeframes will be discussed and agreed with you at the time of placing your order, though most are completed between 4-6 weeks.
Yes, we offer free shipping for all UK orders.
Yes, we ship our products all over the world.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
A full list of all of our shipping areas can be found here.
If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.
Payments & Safety
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
We accept payments from major credit card companies like Visa, Mastercard, and American Express.
Cancellations & Returns
Moments Jewellery is happy to offer returns or exchanges on any in "stock and ready to ship" items.
You can find more information about our Refund policy here. Please note that bespoke orders and earrings are not eligible for returns.
A refund request can be submitted within a month after the purchase is made.
The return shipping fee is not covered by Moments Jewellery and the customer is responsible for arranging return of the item.
The item must be sent in the original packaging and condition as sent. We are not liable for any import fees that may be incurred by your country of residence and any import fees for returning an item will be deducted from the value of your order.
Yes, you can browse our design portal for jewellery settings in a variety of metals. You can also find your perfect gemstone and add this to your order. Simply add the items to your basket in the portal and submit the order to us for an accurate quote and next steps. Start the journey here:
Yes, we can re-purpose your existing stones, however please note if the stone is damaged or shows signs of weak areas upon inspection we may return the stone to you unused and discuss requirements for a new stone.
The time it takes to produce each bespoke piece can vary. Please see our bespoke designs page for more information on the design process. Generally, once you have approved design and stone selection it can take 4-8 weeks to complete your order, depending on the intricacy of the design. Timescales will be discussed and agreed prior to starting your bespoke piece.
We do not accept returns or exchanges on bespoke orders.
We absolutely want you to love your bespoke piece as much as we will love creating it for you. If you change your mind about your design we will be happy to accommodate the changes providing we have not yet started production on the item.
Cancellations of orders are accepted within 24 hours of order, however after this time and once your stones have been ordered cancellations will not be accepted.
Gemstones, Diamonds & Materials
Our stones are sourced from small, independent miners and brokers as well as reputable companies such as Canada Mark, Notable Gems and Charles & Colvard. We take necessary steps to ensure our stones are as ethical and traceable as possible.
Please check the product description for information about gemstone and diamond reports. If the product you are purchasing does not have a report we can send the product for grading, however please note this normally takes around 2-3 weeks and there will be a £150 fee for this service.
We always aim to use recycled metals whenever possible, and work on a minimum waste basis. All of our off cuts will be re-purposed and sent for refining, so even our gold dust can be re-melted and used in another beautiful piece.
Yes, for all silver items that weigh over 7.78g, all gold over 1g and platinum items that weigh over 0.5g our products will be sent for hallmarking. You'll be able to find our makers mark alongside the assay marks to certify the metal fineness on each piece.