FAQs

COVID-19 DELIVERY UPDATES

CAN I STILL ORDER AS NORMAL?

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

HOW LONG WILL MY DELIVERY TAKE?

We’re processing orders as quickly as possible, please see the latest updates below:

UK Next Day delivery is free on orders over £75 (delivered next working day).

UK Next Day delivery is £5 on orders below £75 (delivered next working day).

UK Standard delivery takes 2-4 working days from date of despatch and is free on all orders.

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.

HOW DO I KNOW MY ORDER IS CONFIRMED?

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.

CAN I AMEND MY 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.

HOW CAN I PAY?

We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal, Shop Pay, Apple Pay, Amazon Pay, Klarna 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 GBP site, and select Paypal as your payment method, Paypal will charge you for the order in GBP, which you will see at Checkout and in your order confirmation.

If you're paying with Klarna, payment will be taken from your credit or debit card as soon as the order has been placed. If you have ordered a personalised item, the payment will also be taken at the time of ordering.

For further information on Pay Later with Klarna, please click below.

IS MY PAYMENT SECURE?

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

VAT (at 20%) is included on all orders within the UK & Europe, and is included in the listed product prices.

EU orders: We would like to reassure all of our European customers that there will be no uninvited costs (additional customs taxes and duties) from Brexit's new trading laws.

Outside the EU: VAT (at 20%) is automatically taken off any order 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 & NBSP

International orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the UK. These charges are payable by the customer and we do not currently cover this cost.

EU orders: We would like to reassure all of our European customers that there will be no uninvited costs (additional customs taxes and duties) from Brexit's new trading laws.

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.

WILL I NEED TO PAY DUTIES AND TAXES ON MY ORDER?

International orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the UK. These charges are payable by the customer and we do not currently cover this cost.

EU orders: We would like to reassure all of our European customers that there will be no uninvited costs (additional customs taxes and duties) from Brexit's new trading laws.

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.

WHO DO I CONTACT ABOUT MY INVOICE?

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.

HOW DO I ORDER FROM OVERSEAS?

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

Please note: Due to new regulations shipping to Portugal is currently suspended until the end of March.

Please visit our Shipping page for more detailed information.

HOW DO I MAKE A CLAIM?

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.

CAN I EXCHANGE AN ITEM?

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

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

HOW DOES PERSONALISATION WORK?

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.

DO YOU OFFER 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.