Payment in whole, by credit card or debit card, is required before dispatch of goods.
Once payment has been received by us, we will confirm that your order has been accepted by sending a confirmation email to you at the email address you provide in your online order form.
Goods supplied by Missoma to customers remain the property of the Company, until paid for in full by the customer.
Orders can be placed over the telephone by calling the Customer Service Team on +44 (0)20 3176 6822. Card details will be processed using our online secure Sage Pay payment process.
These Terms apply to telephone orders also.
Out of Stock items can be Pre-Ordered online as normal. Payment will be taken when the order is processed and you will receive an email to confirm your estimated delivery date (usually 4-6 weeks).
Orders are subject to acceptance by the Company and to availability of the goods, and will be invoiced at prices set out in our Website at the time of purchase.
All of our prices are listed in Pounds Sterling, and you will be invoiced in Pounds Sterling.
If you are purchasing goods from outside the UK, currency fluctuations and credit card charges may affect the amount billed on your credit card.
We may from time to time offer promotional discount codes (either directly or via third parties), which may apply in respect of any, or certain, specified items on the Website. Such codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer, sale or discounts.
VAT FREE SALES
Non-EU orders are exclusive of VAT (at 20%).
The VAT element will automatically be deducted at the Checkout stage, when a non EC country is selected.
Please note you will be liable for import duties in the usual way and your local customs office should be able to help you with this.
delivery & shipping
SUMMARY OF DELIVERY OPTIONS:
UK FREE Delivery: FREE 2-3 Working Day by DPD (Excludes delivers on Saturday, Sunday and Bank Holidays)
London Same Day Delivery: £12.00 by Courier (if ordered before 12pm – excludes Saturday and Sunday)
UK Saturday Delivery: £12.00 (if ordered before 12pm Friday)
Overseas Deliveries (outside of the UK & Ireland):
Europe: £8.00 by Fedex (2-5 working days to Europe)
International (outside of Europe): £12.00 by FedEx (5 working days to the rest of the world)
We will deliver the goods ordered to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate and that someone is there to sign for, and take delivery of, the goods.
UK Delivery: Sent by DPD
Your DPD tracking number will be emailed to you when your order is dispatched so that you can easily track your parcel.
You will need to be present to sign for the goods so please bear this in mind when giving your delivery address (home or work).
In the event that no-one is available to receive your parcel, a card will be left providing you with the option to have the item re-delivered at a later date or to collect your parcel from your local collection depot.
London same day Courier: We offer a same day delivery service via Courier to all London postal codes for a fixed charge of £12.00. This service is available for orders received (and payment cleared) by 12pm for London Same Day Delivery.
All deliveries to overseas addresses will be sent via Fedex. Your tracking number will be emailed to you once your order is dispatched: you can check on the status of your parcel at any time by going to FEDEX and entering your tracking number (alternatively, email us at email@example.com quoting your tracking number and we will chase up your parcel for you).
Deliveries to Europe - £8.00 (1-3 working days)
International Deliveries (outside of Europe) - £12.00 (3-5 working days). Please note, some more remote locations may take slightly longer than quoted.
Again, parcels will need to be signed for in person so please ensure there will be someone at the delivery address to accept delivery (at home or work). If you are not present when your parcel is delivered, the courier company will leave a calling card and you will be able to reschedule your delivery for a more convenient time. Please note that the customer will be responsible for all duties and taxes incurred in the country of destination.
If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.
We aim to deliver all orders within 3 working days maximum, unless outside of Europe, the Middle East or the US, or we have contacted you and agreed alternative terms.
We will endeavour to dispatch all orders within 1 working day subject to product availability and clearance of payment.
For any engraved items please allow an extra 5 working days.
Items being sold online should be available in stock, but if an item has just sold out we will notify you of this and inform you by email of the delivery time (this can take from 3 to 8 weeks if it has to be re-ordered and made especially for you.)
We are not liable for damage incurred to goods in transit or for non-delivery.
You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
We accept the following methods of payment: Visa, Visa Debit, Maestro, MasterCard, and Paypal.
Certain Missoma products can be engraved. .
All Missoma engravable products will be engraved FREE OF CHARGE.
QUALITY: The engraving will show up silver on gold vermeil items.
DELIVERY: Any items purchased for engraving will be dispatched within 5 working days of the order being placed (excluding Saturdays).
RETURNS: All engraved products are non-returnable / non-refundable (unless faulty).
returns & Exchanges
You are entitled to return any item bought on Missoma.com, for any reason, within 14 days of the date of delivery, and receive a full refund (less any postage / shipping charges).
Please note, engraved items are non-returnable / non-refundable (unless faulty).
To return an item, fill out your return docket stating your Order Number and reason for return.
For orders outside of the EU, Missoma cannot refund any sales tax or customs duties payable.
We request that all items are returned in their original Missoma packaging and in the condition in which they were received. We cannot accept returned items that have been worn or have had the security tag removed.
We strongly advise all customers to check their purchase thoroughly upon delivery before removing any attached tags.
We recommend that you use a recorded delivery service (eg. Royal Mail Recorded or Special Delivery) for your own protection.
In the event of failure to return any item to us within the time limits stated, even though validly cancelled, we reserve the right to charge any costs of recovery of the goods.
To return an item, please send it back to the following address:
2/4 Exmoor Street
London W10 6BD
We cannot accept responsibility for any items lost or stolen in transit if they are not sent back via Royal Mail Recorded or Special Delivery. Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will only be refunded at Missoma’s discretion.
RETURNS FROM OVERSEAS:
The same Returns process as for the UK applies except:
You will be responsible for arranging to have the item(s) returned to us, and for any costs incurred. We would strongly recommend that you use FedEx/ DHL to return your items to us, as we are not responsible for any items which do not reach us. Please ensure that you write clearly on the FedEx/DHL paperwork that the item is being returned, and send to: Missoma Ltd. Studio 1.22, Grand Union Studios, 332 Ladbroke Grove, London W10 5AD, United Kingdom.
You are responsible for any carriage costs incurred in returning your jewellery. Please put the item in the original packaging and seal it securely.
Once we have received the returned item, we will confirm receipt of the parcel by email.
RETURNING FAULTY GOODS:
In the rare and unlikely event that you receive a damaged or faulty item, please follow the standard Returns Policy as detailed above.
Faulty items will only be accepted if the goods are delivered to the customer damaged. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Postage / shipping costs will be refunded on any faulty goods.
Where possible, items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with a guarantee.
Please note, it may be possible for us to repair items which have suffered wear and tear. There will be a charge for this service, which is to cover the cost of shipping and any other repair costs incurred.
Refunds will be made within 5 working days of receipt of the returned goods. All undamaged, correctly returned products will be credited to the original purchaser’s credit card. Refunds do not include postage / shipping costs.
This returns policy does not affect your statutory rights.
If you have any questions on returns, please call us on +44 (0)20 3176 6822 or send us an email to firstname.lastname@example.org.
Exchanges can be made for another style or a different ring size, depending on stock availability.
Returns costs are not refunded but the first replacement item will be sent out free of charge.
To check on the status of an order or to verify shipment, please contact us by email at email@example.com.
If you have any questions regarding our jewellery, the use of our website, or a general customer enquiry about Missoma, please contact us:
Please call our Customer Service team on +44 (0)20 3176 6822, Monday to Friday, between 9am and 5:30pm.
Outside these hours, please leave a message and we will return your call the next working day.
For online shop enquiries, please email us at firstname.lastname@example.org.
For general Missoma enquiries or trade enquiries, please email us at email@example.com.
We aim to answer all email enquiries within 24 hours.
All goods sold by Missoma meet statutory requirements. However, Missoma cannot accept responsibility where goods supplied are subject to further processing or repackaging by the customer.
Please note that all items are hand-crafted from natural materials and as such their composition and colour may vary slightly from the image shown, in particular natural gemstones which can have slight inclusions. There may also be minor variations in actual dimensions and specifications.
Some items may appear slightly larger or smaller than actual size due to screen defaults and photography techniques. Other items may be represented at a larger than actual size in order to clearly show details or smaller than actual size in order to show the entire item.
Every effort has been made to illustrate colours accurately but this is not always possible with digital reproduction on different web browsing platforms. Hence, there can be no guarantee that the true colour of the jewellery will be exactly as shown.
Missoma assumes no liability whatsoever for the topicality, correctness, completeness or quality of the information provided. All content is subject to change without notice. Missoma expressly reserves the right to modify, supplement or delete parts or the entire content of this site, without prior advance notice, or to suspend or terminate the site.
All payments on missoma.com are processed via a Sage Pay payment fulfillment service. Missoma assumes no liability whatsoever for the availabilty and functionality of this service. Missoma assumes no liability for any financial loss caused by the use of Sage Pay payment service. Sage Pay complies with the Electronic Commerce Directive.
CANCELLATION BY YOU:
If you would like to cancel your order, please contact us before you receive your ‘Dispatch email’ at firstname.lastname@example.org or call us on 020 3176 6820 quoting your Order Confirmation number.
Please note, that once your item has been despatched we are unable to recall it and will no longer be able cancel it; in this case please see our Returns Policy.
CANCELLATION BY US:
We reserve the right to cancel the contract between you and us if: we have insufficient stock to deliver the goods you have ordered, or one or more of the items you ordered was listed at an incorrect price due to a typographical error.
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible, but in any event within 5 working days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
Complaints & Claims
If you find that you are not satisfied with any product or service please contact our Customer Service team at email@example.com. You will receive a written response within 7 working days. We will endeavor to resolve any complaint within a further 14 working days.
MISTAKES IN INVOICES, RECEIPTS OR PAYMENTS
Any mistakes in invoices, receipts or payments will be rectified as soon as possible, and at the latest within 5 working days of agreeing to do so.
Claims can only be made through our Missoma Customer Service department by e-mail: firstname.lastname@example.org. Any claims made before prior communication with the Missoma Customer Service department will not be considered.
All goods must be counted and checked at the time of delivery. Any damage or faults must be reported on receipt of the goods. This does not affect your statutory rights as a consumer.
Any claim in respect of the above should be made by e-mailing to email@example.com within 48hrs of delivery.
No claims will be entertained unless the above conditions are strictly adhered to.
No credit or refund will be given for any goods ordered in error by the customer.
No credit or refund will be given for any losses due to the incorrect storage or handling by the customer of any goods supplied by Missoma.
If you do not receive goods ordered by you within 7 working days of the date on which you ordered them, we shall have no liability to you unless you notify us by e-mail or telephone of the problem within 14 days of the date on which you ordered the goods.
If the goods we deliver are not what you ordered, or are damaged or defective, or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by e-mail of the problem within 7 working days of the delivery of the goods in question.
If you notify us of a problem under this condition, our obligation to you will be either:
To make good any shortage or non-delivery; or
To replace any goods that are damaged or defective; or
To refund to you the amount paid for the goods in question in whatever way we choose.
Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify us of under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question as stated above.
We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Royal Mail.
You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any personal injury resulting from our negligence.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
Each and every transaction carried out is deemed to be completed within the United Kingdom and therefore shall be governed by and interpreted in accordance with English Law and the English Courts shall have exclusive jurisdiction in relation thereto.
We make no representations or warranties about the accuracy, completeness or suitability for any purpose of the information and related graphics published on our website. From time to time our site may contain technical inaccuracies or typographical errors.
EVENTS BEYOND OUR CONTROL
We will not be in breach of this Agreement or otherwise liable for any delay in performance if to the extent that any delay or failure is due to circumstances beyond its reasonable control including, without limitation, strikes, lockouts and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
We reserve the right to change the terms and conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
COPYRIGHT, TRADEMARK AND INTELLECTUAL PROPERTY
Missoma Limited is the operator of www.missoma.com.
All materials on this Site, and the Site itself, are protected by copyrights, designs, trademarks and/or all other intellectual property rights and materials.
These materials are owned by Missoma. Such materials include, but are not limited to, the photographs, images, illustrations, text, video clips, audio clips, designs, logos, trademarks, and other materials contained in this Site, as well as the software used in the design and development of this Site. All rights are reserved, worldwide.
You are expressly prohibited from:
reproducing, copying, editing, transmitting, uploading or incorporating into any other materials, any of the Website including without limitation, any images in any format of the products and their descriptions and other material made available on the Website; and
removing, modifying, altering or using any registered or unregistered marks/logos/design owned by Missoma, and doing anything which may be seen to take unfair advantage of the reputation and goodwill of Missoma or could be considered an infringement of any of the rights in the intellectual property rights owned by and/or licensed to Missoma.