Customer Care

1- Year Comprehensive Warranty

 

All jewelry purchases made are covered under a 1-year warranty protecting your pieces from manufacturers defect with proof of purchase.

Warranty will be void if the jewelry has been altered in any way that has not been completed by our company such as engraving, re-setting, custom changes, and sizing as we cannot guarantee work completed by other parties.

In addition, the warranty will not apply if your jewelry has been intentionally damaged, misused, or worn irresponsibly.

Though moissanite is extremely durable, they are not indestructible.  Gold and platinum metals may also bend under a significant impact.  All fine jewelry should be worn with care.

Returns/Exchange Policy

 

Rings

 

Presently, all rings are made to order and customized to your preferences.  This includes all rings listed in all the Moissy Box ring collections, in addition to any custom orders we work with you directly to create.

The Moissy Box does not carry stock so that we may be able to regularly update our product line -  providing you the most up to date and fashion-forward jewelry styles.  As part of the custom creation process, we allow our clients to make all necessary changes required on the CAD illustration before the ring is approved for manufacturing.  All rings are currently made to order.

As such, all rings purchased are non-refundable/non-exchangeable.

 

Earrings

 

Due to hygienic reasons, we are unable to refund or exchange earrings.

 

Necklaces/Bracelets/Pendants

 

Necklaces, bracelets, or pendants purchased from any of the Moissy Box Collections are eligible for a full refund/exchange of the purchase price minus the cost of shipping within 14 business days ­­of confirmed delivery to you.  Item must be in its original condition, unworn, with the original packaging.

Please contact us to initiate the refund/exchange process.

 

Please note any custom-designed pieces (designs not purchased from the Moissy Box Collections listed online) are not eligible for a refund/exchange due to the personal nature of the design process.

 

Loose Stones

 

Returns/exchanges for in-stock loose stones will be accepted within 14 business days with proof of purchase, original condition, and original packaging. The refund issued will be the purchase price minus the cost of shipping. Please contact us to initiate the refund/exchange process.

 

Any custom cut loose stones purchased are ineligible for a return/exchange as every moissanite will be cut and made to order according to your specifications.

 

 

Information & Requirements for all Eligible Returns/Exchanges

 

- Returns must be shown to be received by the courier for shipment within 14 business days

- Buyer is responsible for return shipping costs

- Item must be in original, unworn condition with accompanying packaging

- Return shipments must include insurance for the full value of the purchase price, package tracking, and signature required upon delivery

- A refund of the purchase price will be made to the customer by the original form of payment.  The shipping and handling fee will be deducted from all returns with purchases processed during ‘Free Shipping’ promotions for orders outside of Canada.

 

We cannot be responsible for your return packages that get lost in the mail.  In the event that this may occur, we would be unable to process you a refund if we do not receive the returned product.

 

Shipping/Packaging & Customs

 

Two shipping options are available at the time of checkout

 

1) Standard shipping 3-5 business days (Free within Canada)

2) Priority Shipping 1-3 business days (Canada and Worldwide)

 

The Moissy Box does our best to meet these shipping estimates, however, we cannot guarantee them.  We suggest giving ample time for us to receive your order, design, manufacture, and ship your item if you require a piece by a specific date.

All our jewelry sent to you will include a premium jewelry box for each piece purchased and securely packaged in a padded shipping envelope.   We will always email you a tracking number for your purchase.  A signature will be required on all received packages.  If you are unable to sign for your package at the time of delivery, your item will be available for pickup at your local post office/mail courier office.  The shipping company will make multiple attempts if you cannot be reached before your package is returned back to us.  If it is returned, re-shipping will be at your own cost.  If you will be out-of-town at any point, email us with your travel dates and we will make sure not to ship during those dates.  

Customs/Import Taxes

Depending on your location of residence, you may be subject to additional customs fees.  The buyer is responsible for any customs and import taxes that may apply.  The Moissy Box is not responsible for delays due to customs issues.

 

Processing Timeline

 

Most items from the time of order to delivery take approximately 4 weeks on average.  In any circumstances in which we are aware of delays, we will notify you immediately.

 

Sizing

 

We strongly recommend that your finger be sized professionally by a local jeweler as online sizing tools are not always accurate.  Please keep in mind:

- finger size can be affected by seasons, temperature, body weight, etc.

- the thicker a ring, the more snug fit, and vice versa

- eternity rings cannot be resized due to the 360-degree design

- most rings are unable to be resized up or down more than 1-2 sizes without compromising the integrity of the setting.  1-year manufacturer's warranty does not cover a rebuild/replacement ring if the wrong size is ordered as all pieces are custom made.

 

*The Moissy Box is able to provide resizing(where possible) for an additional fee.

Order Cancellations

 

The Moissy Box reserves the right to cancel customer orders at any time due to unforeseen circumstances that may arise such as problems with supply, material or shipment issues.  If we must cancel your order, we will notify you of this immediately and you will receive a full refund for the full purchase price and any shipping charges you may have paid for.

Contact Information

E-mail: sales@themoissybox.com

Phone: 226-667-6283

All our jewellery is crafted with the utmost care, using the finest materials.  If you are somehow dissatisfied with your order, please contact us above so we can discuss  your order.  We strongly believe the foundation of a successful business depends on the happiness of satisfied customers.  If you are unhappy with your purchase, please contact us and we will do our best to help resolve the issue.

  • Facebook
  • Instagram

Sign-up to receive the latest updates, promotions, and collections.