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MOH
Fine Jewellery FAQ
Everything you need to know about buying, caring for, and customising fine jewellery.
Browse by Topic
General
4
Shopping
29
Product
14
Payment
6
Returns
8
Resizing
3
Upgrades
3
Technical
4
Repairs
7
Engraving
8
Diamonds
10
Engagement & Bridal
6
Care
4
Finance
16
Gift
2
Fit
3
Home Try-On
5
Lifetime Warranty
1
Lab Diamonds
19
All Questions
General
4 questions
Is it safe to order online?
Money-back Guarantee?
Can I speak to a MOH representative on the phone?
When is your Customer Care Team available?
Shopping
29 questions
How do I order on mohlondon.com?
Do I need to create an account to shop with you?
Is on-line price including vat?
How fast are orders processed?
How is my order packaged?
Your system can't find my postcode.
How long will my order take?
What shipping method do you use?
Do I need to sign for my package?
When will my order ship?
Do you offer international shipping?
Can I purchase a MOH engagement ring setting without the diamond?
Can I purchase loose diamonds?
Will I receive email confirmation for my purchase?
Can I track my order?
Can I pay to expedite the production of my made to order design?
How do I amend my order?
Can I change or cancel my order after placing it?
What if I need extra help or advice about my purchase?
Are prices on Mohlondon.com subject to change?
How do I purchase a MOH Gift voucher?
Does MOH have a ring size conversion chart?
Do you offer financing or payment plans?
Can I reserve or request a hold on a diamond?
Can you gift-wrap my order?
Does my order come with a diamond certificate?
Why should I create a MOH account?
Am I able to change my payment or delivery method after I have submitted my online purchase?
Can I use two different credit cards for a single order, or can I use two different payment methods for the same order?
Product
14 questions
What if I want a center stone shape that is not offered for that setting?
I like a piece of jewellery on your site, but would you make a small change for me?
Can you help me design a custom piece of jewellery?
How quickly can you create and deliver a custom piece?
Can I put diamond or particular jewellery on hold?
What if I want additional photos of the item?
What about ring resizing?
How you control product quality?
Can you engrave my ring?
Can you find any colour and size diamond or gemstone for me?
I would like to use my own diamond can you provide any service for gemstone setting?
Can I design a ring that’s not on your site?
Can you reset stones?
Can you make men’s bands too?
Payment
6 questions
What payments method do you accept?
Credit Cards or Debit Cards
PayPal
Bank Transfer
Telephone
Get in touch
Returns
8 questions
Can I return my order?
What if I dislike the item and I want to return it or exchange it?
What if I just want to return it?
What is MOH's Return Policy:
Can I alter my item without returning it?
Can I return an engagement ring if the recipient doesn't like it?
Will you buy back my MOH jewellery or any other old jewellery if I no longer need it?
What if I want to return my order but can't find the certificate?
Resizing
3 questions
Can I resize my ring?
How do I find the right size?
What can I get resized?
Upgrades
3 questions
Upgrading size/ carat weight
Upgrading clarity/sparkle
Upgrading setting
Technical
4 questions
How do I search for the product?
I have seen a product but it no longer seems to be in stock
I am having trouble with my shopping bag
I can’t sign in to my account
Repairs
7 questions
How can I get an item repaired?
How do I know the status of my repair?
How long does it take to get my MOH item repaired?
I lost a diamond from my ring, can it be replaced?
Can my necklace be lengthened/shortened?
Can I purchase a MOH earring backs?
Can I replace a lost earring/cuff link?
Engraving
8 questions
What is engraving?
Is engraving free?
Can all rings and bands be engraved?
Where will the item be engraved?
How long does it take to have my item engraved?
Does MOH offer complimentary engraving for wedding bands online?
Can I return an engraved item?
Can I have something other than initials, such as a logo or a full name, engraved on an item purchased from MOH?
Diamonds
10 questions
How can I schedule a MOH diamond ring consultation?
Does MOH Diamonds responsibly source?
Can I buy an engagement ring or diamond over the phone?
Does MOH offer a certificate with each purchase?
What is a GIA certificate?
What are the 4Cs?
Which "C" is the most important?
Can I see a photograph of the diamond before I purchase it?
For unique cut diamonds or elongated diamond shapes (Oval, Marquise, Pear, and Emerald), what does length to width ratio mean?
Can I request a diamond with characteristics that you don't currently have in stock?
Engagement & Bridal
6 questions
How can I schedule a consultation with a MOH diamond expert?
Will my engagement ring purchase arrive in a discreet box?
When will I receive my engagement ring purchase?
What if I need to return my engagement ring?
How do I resize my engagement ring?
What care services do you offer for my engagement ring?
Care
4 questions
How to store Loose Diamonds?
How to clean loose Diamonds?
How do I care for my Gold and Platinum jewellery?
How do I care for gemstones?
Finance
16 questions
Who is Klarna?
How do I use ‘pay in three’?
I have been asked to go to Klarna’s site. Is this correct?
Can I pay less than the amount owed each month?
Do I need to be 18?
How do I manage my Klarna Account?
How can I increase my chances of being accepted for Financing?
How is my statement sent?
What do I need to provide when I make a purchase?
Is my payment information safe?
How do I make a payment?
I haven't received an email with my statement.
I have cancelled my order. How long will it take until I receive my refund?
What happens if I cancel or return my order?
I have asked for a refund. How will I be refunded?
I've received my monthly statement and a payment is due, but I've not yet received my goods.
Gift
2 questions
Do you offer gift cards?
May I enclose a personal message with my gift?
Fit
3 questions
How do I figure out my ring size?
How do you choose the diamonds for side stones or a pavé band of an engagement ring?
Can you further customize your designs?
Home Try-On
5 questions
Is home try-on free?
How long can I keep my home try-on rings?
What sizes do home try-on rings come in?
What if I just want to keep a home try-on ring?
What materials are your home try-on rings made of?
Lifetime Warranty
1 question
Do you offer a warranty?
Lab Diamonds
19 questions
Lab-Diamonds test as real diamonds?
Are lab-grown diamonds and moissanite the same thing?
Can you explain how lab-grown diamonds are produced? Additionally, could you describe the differences between the CVD and HPHT growth methods?
Do lab-grown diamonds hold value?
What are lab diamonds, and are they real diamonds?
What are the other titles for lab grown diamonds called?
What are synthetic diamonds, are they the same as simulated diamonds?
Will lab-grown diamonds test as real diamonds?
Do lab grown diamonds last as long as natural diamonds?
Lab diamonds are as pure as natural diamonds?
What is Type IIA diamond?
How to determine that a Lab-grown diamonds are conflict-free?
Lab-diamonds look different from Natural diamonds?
What is the cut of a Lab diamonds?
What is the colour of a Lab diamonds?
How much cheaper is a lab grown diamond?
Lab Grown Diamonds are artificial or real?
Are all the lab diamonds flawless?
Can you help me to choose the right lab grown diamond?
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Fine Jewellery