FAQ – MOSUO

All in stock jewellery ships within 1-3 business days. Jewellery pieces that are made to order take up to 21 days to be handcrafted and to be ready for shipping. The shipping time depends on where you are and the shipping carrier that you choose at checkout.

Please note that shipping couriers are unable to guarantee estimated delivery dates. Be sure to check on your tracking to follow its journey.

We offer free delivery within Germany on all orders.

We offer free delivery on all orders over 150€.

Fees for all orders under 150€ delivered by DHL:

EU: 7,90€

All other countries: 25€

You will also be able to choose DHL Express shipping for additional cost at checkout.

Please note that at the moment we are not able to ship to P.O. boxes.

We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. You can either send us an email quoting the order reference number at info@mosuo-shop.com and we will provide you with a return label or check into your account to start the return process.

Returns are accepted within 14 days of delivery.

We offer free returns on all orders over 150€ within Europe.

Returns only apply to unworn and undamaged jewellery.

Please make sure to return the item in its original packaging.

All our customized and on sale items are excluded from returns and exchanges.

Refunds will be processed with the same payment method that was used at the original purchase.

Once we have received your returned goods please give us at least 14 working days to process your return.

14 Karat Gold:

You can easily clean your jewelry by yourself at home. Just soak your favourite piece in a glass of warm water with a drop of non-detergent soap (e.g. Dr. Bronner's). Let it soak for a few minutes and pat dry it with a soft cloth. Any remaining dirt particles can be removed carefully with a soft toothbrush.

Gold Vermeil/ Sterling Silver:

To clean your Vermeil jewellery, use a clean cotton or microfiber cloth to buff it gently. Don't be tempted to use chemical cleaners as they can easily strip the gold finish. We recommend to remove your jewelry when applying scents, lotions and sprays, so it doesn't loose its shine and colour.

Our fine jewellery is made to withstand the challenges of everyday life.

However, should minor damages occur you can be sure that almost everything can be fixed.

Starting at the date of purchase MOSUO provides 6 months warranty for jewellery covering material and manufacturing defects.

In order to request a repair, please email us at info@mosuo-shop.com with your order number and a photo of the damaged item. We will then provide you with a shipping label. There is an additional cost for shipping both ways (12€ within Germany and 30€ within the EU).

PLEASE NOTE: We do not recommend shipping your piece by yourself, as we will not be responsible for any lost packages.

Excluded from free repairs are missing or damaged stones. Please understand that we do not cover the cost of the new replacement stone.
Email us at info@mosuo-shop.com to get a quote for a new stone.

Please note that we will not accept items that have been previously altered by any other jeweller.

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