Frequently Asked Questions

Below are the questions customers ask most often before ordering. We have placed the most important ones first, then grouped the rest by topic. For full details, you can also visit our shipping information, refund and return policy, ring size guide, warranty conditions, payment options, custom jewelry, and about us pages.

Most important questions

When will I receive my order?

If your piece is in stock and you order before 17:00 CET on a business day, it will be dispatched the same day. Delivery is typically next business day within the EU and 2 to 3 business days to most major destinations outside the EU after dispatch. If the piece is not in stock, production time applies first. See our shipping information page.

What is your exchange and return policy?

We offer 90-day free exchanges and a 14-day money-back policy on eligible items from the day you receive them. Refunds apply to eligible items returned in original condition without clear signs of wear. Full details are on our refund and return policy page.

How do I find the right ring size?

The easiest place to start is our ring size guide. You can measure an existing ring, measure your finger, or use a ring sizer app. If you are still unsure, the AI assistant on the website can help you narrow it down.

What if my deadline is tight?

If your timing is tight, contact us before ordering. Depending on stock, destination, and timing, we may be able to suggest an in-stock alternative, a faster route, holiday-destination shipping, or a temporary ring solution. See our shipping information page.

How do I speak to a person if I need help?

Ask the AI assistant on the website to connect you to the team. During European business hours, a team member will personally reach out by phone or email within 1 to 2 hours.

What are the shipping costs?

Shipping is free worldwide on every order with DHL Express. You can read more on our shipping information page.

How long does production take?

For standard pieces, gold and platinum usually take 1 to 2 weeks to produce, while silver usually takes 2 to 3 weeks. On select silver products, express production is available and reduces production time to 1 to 2 weeks. For more detail, see shipping information.

Are there customs charges or extra import fees?

Within the EU, there are no customs charges. For destinations outside the EU, any duties or taxes due are shown in the final checkout price before you place your order, so there are no surprise charges after dispatch. See our shipping information page.

What quality of moissanite do you use?

Our standard moissanite is D colorless, VVS1, and excellent cut. It is available in a wide variety of sizes, and if you need a custom size or a specific color, we can arrange that through our custom jewelry service.

Are your pieces made in real precious metals?

Yes. We use solid precious metals only: 925 silver, 14K gold, 18K gold, and 950 platinum. Every standard design is available across our metal range.

Shipping and delivery

Do you offer same-day dispatch, and how do I check whether something is in stock?

Yes. Eligible in-stock orders placed before 17:00 CET on business days will be dispatched the same day. To check availability, select your options on the product page. Stock status appears above the Add to Cart button, and category filters can help you find in-stock pieces. See shipping information.

What delivery options do you offer?

Depending on your destination, checkout may show options such as Saturday delivery, before 12:00 delivery, or DHL Express Service Point or locker pickup. Only the options available for your address will appear. You can read more on our shipping information page.

Can I track my order, and is shipping insured?

Yes. Once your order is dispatched, you will receive tracking by email. Every DHL Express shipment is insured in transit, and if a parcel is lost or damaged, our team handles it with the carrier.

Will my parcel be packaged discreetly?

Yes. Orders are sent in plain outer packaging with no visible indication that the parcel contains jewelry. The shipping label also uses a generic product description.

Returns, exchanges and ring sizing

Can I exchange a ring if the size is wrong?

Yes. Our 90-day free exchange policy covers size changes, and engraved rings remain eligible for exchange as well. Full details are on our refund and return policy and ring size guide pages.

Can I return or exchange an engraved ring?

Engraved rings remain eligible for exchanges. If you want to check refund eligibility and conditions for your item, please see our refund and return policy page.

Can I cancel my order after placing it?

If your order has not shipped yet, you can cancel it for an immediate refund. If you need to change something, contact us as quickly as possible so we can check what is still possible before dispatch. See our refund and return policy page.

I am between two ring sizes. Which one should I choose?

Choose the larger size. If you are ordering a wider band, especially 6 mm or more, going slightly larger is often the safer choice. For more guidance, see our ring size guide.

I am buying as a surprise. What should I do if I am not sure of the size?

If possible, borrow a ring that already fits the intended finger and measure the inside diameter. You can also ask a close friend or family member who may already know the size. If you are still unsure, choose the closest size and use the exchange policy if needed. Our ring size guide can help.

Moissanite, metals and care

What is moissanite?

Moissanite is a gemstone first discovered in 1893 in a meteorite. The moissanite used in jewelry today is lab-grown.

Will moissanite look obviously different in real life?

Moissanite and diamond are very difficult to tell apart with the naked eye. Only a trained eye will notice the difference.

Does a 1 carat moissanite have the same size as a 1 carat diamond?

On our website, carat figures are shown as the diamond equivalent carat weight for that stone size. The actual physical size is based on the millimeter dimensions listed on the product page. Moissanite is approximately 10% lighter than diamond, but we follow standard diamond sizing conventions.

Which metals do you offer?

Every standard design is available in 925 silver, 14K solid yellow gold, 14K solid white gold, 14K solid rose gold, 18K solid yellow gold, 18K solid white gold, 18K solid rose gold, and 950 platinum.

Are your pieces hypoallergenic and nickel-free?

Yes. All of our jewelry is hypoallergenic and nickel-free.

Are silver and white gold rings rhodium-plated?

Yes. Silver and white gold rings are rhodium-plated for a bright, polished finish. That surface layer can fade with regular wear over time, but the underlying metal is always solid. Full details are on our warranty conditions page.

How do I know the metal is authentic?

All of our jewelry is hallmarked according to its precious metal: 925, 585, 750, or PT950. That means the metal is verifiable on the piece itself.

Does every order come in a gift box?

Every jewelry order includes a premium FSC-certified wooden gift box. Loose stones are sent in standard protective packaging instead.

Can I shower or swim with my jewelry?

We recommend taking your jewelry off before swimming, showering, or using harsh cleaning products. Chlorinated water and chemicals can affect the surface, and chemical exposure is not covered under warranty. You can read more on our warranty conditions page.

What warranty do you offer?

Silver pieces include a 2-year commercial warranty. Gold and platinum pieces include a lifetime commercial warranty. This covers workmanship issues under normal use, such as stones falling out or loosened prongs. Full details and exclusions are on our warranty conditions page.

Custom jewelry

Do you offer custom jewelry?

Yes. If you have a sketch, a reference photo, or a clear idea in mind, we can create a custom piece for you. We can also modify one of our existing designs. See our custom jewelry page.

How does the custom process work?

Custom orders start with a EUR50 to EUR200 design down payment, depending on complexity. We create the 3D design within 1 to 2 business days, revise it if needed, and only move into production after you approve it. The down payment is then deducted from the final quoted price. See custom jewelry.

How long do custom orders take?

The design stage usually takes 1 to 2 business days for the first version and each revision. After approval, most custom gold and platinum pieces take 1 to 2 weeks to produce, while custom silver pieces usually take 2 to 3 weeks. If your deadline matters, tell us up front. See custom jewelry.

Can I change the stone size, color, or design details on a custom piece?

Yes. Custom moissanite is available in a practically infinite range of sizes, and specific colors are available on request. We can also adjust details such as the setting, band width, side stones, or overall proportions. See our custom jewelry page.

Are custom orders refundable?

After delivery, custom orders are not eligible for full refunds. They remain eligible for exchanges and resizing support under our 90-day policy, and if the order has not shipped yet, cancellation is still possible. Full details are on our custom jewelry and refund and return policy pages.

Payments

What payment methods do you accept?

We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, bank-based methods, and a range of local payment options depending on your country. All payments are processed securely through Mollie, and the methods shown at checkout are tailored to your location and device. If a method is not shown there, it is not available for your order. See payment options.

Can I pay in instalments?

In eligible countries, yes. Klarna options and selected local instalment methods are available where supported, and availability is shown automatically at checkout. You can read more on our payment options page.

Can I pay in person or collect my order in Madrid?

Yes. If you want to collect your order and pay in person, choose Bank Transfer as your payment method and Pick up on location as your shipping option, then contact us to arrange a time. See payment options.

Support and AI assistant

What can the AI chatbot help me with?

The AI assistant can answer most general questions about ring size, metal options, stone sizes, delivery timing, exchanges, and custom orders. If your situation needs a person, you can ask it to connect you to the team.

How quickly will someone reply after I escalate through the chatbot?

During weekdays from 9:00 to 18:00 CET, a team member will personally reach out within 1 to 2 hours after you escalate through the AI assistant on the website.

Do I need to stay in the chat after escalating?

No. Once you escalate, the team is notified directly and a staff member will contact you by phone or email. You do not need to wait in the chat window.

How quickly do you reply to general support questions?

General support replies within 24 hours. Weekend support is limited.

About us

Where is My Moissanite based?

The brand was founded in 2022 by Sebastiaan Vaz. We are Dutch-founded, our team is based in Madrid, and we have fulfilled 5,000+ orders to 100+ countries, including every country in Europe. We currently hold a 4.8 average on Trustpilot and a 4.9 average on Google Maps. You can read more on our about us page.