RETURNS AND EXCHANGES

We want you to love your jewellery — but if something’s not quite right, we’re here to help.

Return eligibility

We accept returns on most non-custom items within 14 days of delivery. To be eligible for a return, your item must be:

• Unworn and in its original condition
• In the original packaging
• Returned within 14 days of receiving it

Please note the following exclusions:

• Earrings are non-returnable for hygiene reasons
• Custom or personalised pieces cannot be returned or exchanged

Damaged or faulty items

If your item arrives damaged or becomes faulty during transit, please contact us within 48 hours of delivery with clear photos. We’ll review the issue and work with you to resolve it as quickly as possible.

Case-by-case review

We know every situation is unique. While we do have set guidelines, we assess all return requests on a case-by-case basis. Our goal is always to ensure you're happy with the outcome — whether that means a refund, repair, or replacement.

How to start a return

Please email us at hello@moissanitelab.co.uk with your order number and reason for return. We'll guide you through the next steps.