Ordering and payment
How do I know my order went through?
You will get a confirmation email within a few minutes. If it has not arrived, check your spam folder before contacting us.
Can I change or cancel an order?
Email us within 12 hours of ordering and we will do our best. Once a parcel is dispatched it cannot be changed.
Which payment methods do you take?
All major cards, plus the wallet options shown at checkout.
Is checkout secure?
Yes. Payment is handled by Shopify Payments over an encrypted connection. We never see or store your card details.
Shipping and delivery
How much is shipping?
Free worldwide on every order, with tracking.
How long does delivery take?
Orders are dispatched within 1–2 business days. Delivery typically takes 7–14 business days depending on destination.
Do you ship to my country?
We ship worldwide. If your address will not accept at checkout, contact us.
Will I pay customs or duties?
Orders outside the EU may attract local import charges, which are the recipient’s responsibility.
My tracking has not updated.
Tracking can be quiet for several days in transit. If nothing changes for 10 business days, contact us and we will chase it.
Returns and exchanges
What is your returns window?
30 days from delivery, in unworn condition with the original packaging. See the refund policy for the full terms.
How do I start a return?
Email us with your order number and we will send return instructions.
Can I exchange for a different size?
Yes, within the same 30 days. Check the size guide first — it usually settles it.
When do I get my refund?
Within 5–10 business days of the return arriving, back to the original payment method.
Product and care
Is MOOI jewellery real gold?
No. Our pieces are 14K gold plated over a nickel-free brass core, set with cubic zirconia. Full detail on the materials page.
Will it irritate sensitive skin?
Our brass is nickel free, which resolves the most common reaction.
How long will the plating last?
Well over a year of frequent wear with reasonable care. The care guide is the difference.
Can I shower or swim in it?
No. Hot water, soap, chlorine and salt all strip plating.
What size should I order?
Start with the size guides. If you are still unsure, send us your measurement and we will tell you.
Account and privacy
Do I need an account to order?
No, you can check out as a guest. An account just makes reordering and tracking easier.
How do you handle my data?
See our privacy policy. We do not sell customer data.
How do I unsubscribe from emails?
Use the unsubscribe link at the bottom of any email. It takes effect immediately.