Question 1

Is it safe to order online?

Accepted Answer

We utilise industry-standard SSL technology to encrypt sensitive information such as your name, address and credit card details. Authentication, encryption and integrity checks ensure your data is safe and cannot be read if intercepted.

Question 2

Money-back guarantee?

Accepted Answer

We offer a 30-day money-back guarantee for refund or exchange on all items. Please follow the instructions in our Returns Policy to ensure your return is processed correctly.

Question 3

Can I speak to a MOH representative on the phone?

Accepted Answer

Yes, you can contact our Customer Care Team via phone, email or live chat. We respond to all enquiries within one business day. You may also schedule a virtual appointment with our consultants.

Question 4

When is your Customer Care Team available?

Accepted Answer

Our Customer Experience Team is available 7 days a week from 9am to 5pm via email and live chat, and responds to all enquiries within one business day.

Question 5

What if I want a center stone shape that is not offered for that setting?

Accepted Answer

Many of our settings can be modified to accommodate a different center stone shape than what is shown online. Please contact us to discuss your modification options.

Question 6

I like a piece of jewellery on your site, but would you make a small change for me?

Accepted Answer

Yes, many pieces are made to order which allows us to customise them. We can modify the center gem shape, finish, metal type, and gem selection. Contact us to discuss your requirements.

Question 7

Can you help me design a custom piece of jewellery?

Accepted Answer

MOH specialises in full custom jewellery design. We can create any jewellery piece you desire. Contact us or visit our Custom Designed Jewellery page for details.

Question 8

How quickly can you create and deliver a custom piece?

Accepted Answer

Most designs take 2–5 days. Once final design is approved, creation and delivery typically take 15–20 working days, while more elaborate pieces take 5–6 weeks. Final timing depends on your design requirements.

Question 9

Can I put a diamond or jewellery item on hold?

Accepted Answer

Yes! We can offer a formal hold for a limited time. Please contact us for more information.

Question 10

What if I want additional photos of an item?

Accepted Answer

Yes, we can provide additional photos of any item you are interested in. Simply ask our team.

Question 11

What about ring resizing?

Accepted Answer

Your first ring resizing is free within 30 days of purchase. After 30 days, resizing costs £50.

Question 12

How do you control product quality?

Accepted Answer

We manage every stage of production and ensure the highest standards. As a jewellery manufacturer, we avoid middlemen, do not operate costly high-street stores, and optimise inventory to offer superb value. We are members of the National Association of Jewellers and have expert craftsmen who create UK hallmarked and handcrafted jewellery.

Question 13

Can you engrave my ring?

Accepted Answer

Yes! Engraving costs £50 per ring. You can enter your engraving details on the product page. Engraving adds 3–4 days to delivery, has a character limit, and resizing is not possible after engraving.

Question 14

Can you find any colour and size diamond or gemstone for me?

Accepted Answer

Yes! With access to a worldwide network of suppliers and tens of thousands of diamonds and gemstones, we can source almost anything you require.

Question 15

Can I use my own diamond?

Accepted Answer

Yes! We can create a custom ring using your own diamond or gemstone. A diamond-handling fee applies: £150 for 0.01–0.50ct stones and £250 for stones above 0.50ct. If your diamond lacks a grading report, grading via our lab costs £50.

Question 16

Can I design a ring that’s not on your site?

Accepted Answer

Yes! Our Bespoke feature allows you to work with a MOH consultant to design your dream ring from scratch.

Question 17

Can you reset stones?

Accepted Answer

Yes. Email us at care@mohlondon.com with a photo of your stone and the style you want.

Question 18

Can you make men’s bands?

Accepted Answer

Yes! We can create custom men’s rings. Contact us at care@mohlondon.com for assistance.

Greta

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