Frequently Asked Questions(FAQs)
ORDERS
How long will it take for my order to be processed?
Can I cancel my order or change my shipping address after placing the order?
You may request a cancellation within 24 hour of purchase. An address change could be applied any time before your order has shipped. Please contact us directly at in**@mo********.com
How do special orders or custom orders work?
Absolutely, we love working on special orders and custom work. If you have a vision of a special jewelry design that you’d like brought to life, please contact us at in**@mo********.com to get a quote.
I have a question with my order.
Please email us at in**@mo********.com with your order number and question.
Can I include a personalized gift message with my purchase?
Yes of course! You can let us know what you want written in the gift card during check out a the ” Special Instructions to the Seller” box.
How can I find my ring size?
To determine your best fit, please refer to this ring sizing chart. The best and safest way to size your finger is to stop by a local jewelry store.
Do you provide any warranty?
All our products come with a lifetime warranty, unless the product is damaged. Warranty is voided for items that have been serviced or altered by third-party jewelers.
SHIPPING
How long will it take for my order to be processed?
Each order is specially made for you after the order has been placed. We ask that you allow us 3-10 Business Days (excluding weekends) to make and ship each order. All shipping transit times are calculated after the order has been shipped. Every Order is insured and sent via express shipping
USA: 2-5 business days
UK: 1-2 Business days
EU: 1-3 Business Days
Rest Of the world: 4-10 Business days
International Taxes & Duties
You may be required to pay VAT/Import fee before your package is delivered. These taxes and duties are not included in your purchase price and are the responsibility of the customer.
Is Signature Required Upon Delivery?
Your purchase is likely to be an expensive one. We require signatures for orders. We would hate for your order to get lost in transit. If you for some reason you would like to waive this option, please email us at in**@mo********.com
What if my order gets lost?
Please contact us immediately at in**@mo********.com if you believe that your package was lost in transit. We will try our best to solve the issue. If the item has not been marked delivered and hasn’t arrived within 30 days of shipment, we will replace your order free of charge.
Returns
What is your return policy?
We gladly accept returns and exchanges. Just contact me within 5 days of delivery, and ship items back to me within 15 days of delivery.
The following items can’t be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns or exchanges for:·
Custom or personalized orders · Full Eternity Bands · Items on stock clearance ·
Conditions of Return Buyers are responsible for return shipping costs. The items must be shipped back in its original condition and packaging.
Easy Return Locations in
United States
United Kingdom
Germany
we have easy return locations to make shopping a lot smoother. just let us know which country do you want to ship it in.
What happens if I’m passed the 15 Day Return/Exchange time frame?
Returns after the 15-day period are only eligible for store credit up to 30 days after the delivery date.
How should I return my Order?
For your protection, please pack your returns in the original box, return your order with an insured trackable courier & retain your receipt. MOV Diamond & Jewelry is not responsible for items damaged or lost in transit. Please include a note with your name and invoice number. We cannot refund shipping charges on return items.
Conditions of Return
All purchases must be returned in the same condition as you received it. Used / Damaged / Scratched Items are not returnable for a refund. All returns must be sent back with the same packaging as it was received.
How long will it take for my return to be processed?
Once your return is received and inspected, we will send you an email notifying you that we have received your returned item(s). This email will also confirm that your refund has been issued. Please allow 1-3 days for this process.
Sizing
How can I figure out my ring size?
Ordering a ring can be tricky if you aren’t sure about your ring size. While a jeweler can give you the most precise measurement, there are also ways you can measure your finger at home. You can also download Ring Sizer App
What if my ring/purchase does not fit?
We’d be happy to resize any item you purchase from us for free for 1 time. Certain items such as Eternity Rings cannot be resized.