faqs

black friday faqs

i didn’t receive my Order Confirmation email, was my order successful?

Please be sure to check your spam or junk folder.

If you reached the final checkout page confirming your order, please rest assured your order was successful.

Your next email from us will be confirming your order has been despatched.

how long will my order take to deliver?

Please see changes to our delivery times over the Black Friday period:

FREE UK Standard delivery on all orders, delivered in 3-5 working days.
FREE UK Express delivery on orders over £75, delivered in 2-4 working days
£5 UK Express delivery on orders below £75, delivered in 2-4 working days.

(UK Next Day and Same Day delivery is currently unavailable.)

FREE US Standard delivery in 5-7 working days.

Free EU Standard delivery in 5-7 working days on orders over £150 (otherwise £8).

Free International (non-US & EU) delivery in 5-7 working days on orders over £200 (otherwise £8).

why has my order not been shipped yet?

Our warehouse team is working hard to have your orders packed and sent out on time however the volume of orders we receive over Black Friday means that some orders may be sent out slower than usual.

(If you still haven’t received an email confirming your order has been despatched after the despatch time frame, please feel free to contact us.)

is an out of stock product coming back?

The quickest way to find out if an out of stock item is coming back is by using the ‘Email Me’ field on the product page to sign up to be notified as soon as it’s available. You’ll receive an automated email as soon as more stock becomes available.

my promo code doesn’t work, what do I do?

Please try entering the code again and ensure there are no spaces before or after the code.

Each unique code can be used up to 3 times by the same customer.

The promo code is valid until Sunday 22nd November at midnight GMT so make sure you’re using it before this date.

can I use a promo code on sale items?

No, promo codes are not redeemable on items on the site that have been marked down from their original price.

Please see our T&Cs for more details.

can I use a promo code to purchase an e-gift card?

Promo codes cannot be applied to purchase an e-gift card. However, you can use an e-gift card with a promo code towards payment of an order.

can I use my Stack reward points with a promo code?

No, unfortunately your Stack reward points can’t be used in conjunction with a promo code or redeemed against sale items that have been marked down from their original price.

when does the black friday promotion end?

Our official Black Friday event ends on Monday 30th November at midnight (GMT), or while stocks last.

the site is really slow, i can’t place my order.

If you are experiencing slow site speeds or pages not loading, please do not refresh the page as this is likely to slow it down even more. It’s best to close your browser window, wait a few minutes, and try to load the site again.

Please rest assured if you are experiencing the site being slow to load that we are on the case and working hard to fix it as soon as possible – keep an eye on our Instagram @missomalondon for the latest updates.

can i return items i’ve bought during the black friday event?

Yes, we have extended our returns until January 31st.

do you charge VAT & tax?

VAT (at 20%) is included on all orders within the UK & Europe, and is included in the listed product prices.
 
VAT (at 20%) is automatically taken off any orders being delivered outside the EU. This amount has already been deducted from the product prices you see on the site.
 
To our customers in Australia, please note that we need to add a service tax (GST) to all orders from Australia in order for us to comply with Australian import tax laws. Please see the ATO website for more details.

paying with paypal in non-USD currencies

Please note that if you select a different currency to shop on the USD site, and select Paypal as your payment method, Paypal will charge you for the order in USD, which you will see at Checkout and in your order confirmation.
 

delivery updates

can I still order as normal?

We are still taking your online orders, including engraving & monogramming.

how long will my delivery take?

Over our Black Friday event your orders may take a little longer to ship out, please see the latest updates below:

FREE UK Standard delivery on all orders, delivered in 3-5 working days.
FREE UK Express delivery on orders over £75, delivered in 2-4 working days.
£5 UK Express delivery on orders below £75, delivered in 2-4 working days.

(UK Next Day, Same Day and Nominated Day delivery are currently unavailable.)

For Europe, US and other international deliveries please see Shipping for more details.

is the warehouse following safety precautions?

Our warehouse team are taking the recommended measures to ensure safety when packaging your orders. This means:

A Lot of Hand Washing.
We’re washing hands every hour and our warehouse team have been provided safety gloves and masks.

Stringent Cleaning.
We have a strict cleaning process in packing areas, including wipe downs and extra space between individual team members.

Warehouse Rota.
Our team in the warehouse have reworked their rota to work in shifts, meaning half the amount of people are in the warehouse at one time, ensuring maximum personal safety.

what if I'm self-isolating and I can't return an item?

We have extended our returns period to 60 days to give you more time to send orders back. Start Your Return

Please see our Returns page for more details.

Please note: Engraved and Monogrammed items are non-returnable / non-refundable unless faulty.

 

order confirmation

Once you’ve completed your purchase, we will send you an Order Confirmation email.
Please check your junk mail or spam folders if you can’t find it. Otherwise, contact customer service on +44 (0)20 3176 6822 or via our contact us form and we will be able to re-send your confirmation email to you for your reference.

payment methods

We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal, Shop Pay, Apple Pay, Amazon Pay and AliPay.

Please note AliPay is not available as a payment option for orders containing gift card.

Please note that if you select a different currency to shop on the USD site, and select Paypal as your payment method, Paypal will charge you for the order in USD, which you will see at Checkout and in your order confirmation.

paying securely

At Missoma, we take online security very seriously. At no point do we store any financial information on our servers. Missoma employs trusted and reputable third party hosting agents and payment providers to ensure the security of personal data. All credit card details are entered on a secure server using Shopify Payments. The transfer of the purchase details from our site to Shopify Payments are encapsulated using their encrypted and digitally signed protocol which is secure and tamper-proof. Shopify Payments is level 1 (the highest level) PCI DSS compliant.

vat outside the EU

VAT (at 20%) is automatically taken off any orders being delivered outside the EU. This amount has already been deducted from the product prices you see on the site.

To our customers in Australia, please note that we need to add a service tax (GST) to all orders from Australia in order for us to comply with Australian import tax laws. Please see the ATO website for more details.

import charges outside the EU

Please note that international orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the UK. We do not cover this cost so you will be responsible for paying any import charges that may be added. As customs vary from country to country, unfortunately we can’t advise on these charges, and would recommend you contact your local customs office for more information before placing your order.

invoice questions

If you have any questions about your Invoice, please Contact Us quoting your order number. They will be more than happy to help answer any questions or resolve any problems.

overseas orders

We ship worldwide and prices on the site are shown in Pounds Sterling and US Dollars.

Please visit our Shipping page for more detailed information.

customer claims

Claims can only be made through our Missoma Customer Service department here. 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 contacting us 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.

exchanging an item?

Please note, we no longer accept exchanges, including rings.

Please feel free to contact us if you have any questions.

personalised items

Please allow 7-10 working days for your order to be despatched (excluding weekends) for engraved and monogrammed items.

Orders that have both a personalised and non-personalised item cannot be split into two separate shipments.

Please note that any engraved pieces are non-returnable and non-refundable (unless faulty).
To check on the status of an order, please contact us quoting your order number.

changing your order

Unfortunately, we are unable to cancel or amend orders once they have been placed.

You can return your order once you have received it, please find further details in our Returns information.

gift wrapping

Are you treating someone to Missoma? Lucky them – let us gift wrap it for you.

Gift wrapping is available for an additional £5.00 (per order); simply tick the Gift Wrapping box at Checkout where you can also add a message.