CUSTOMER FAQS


COVID-19 UPDATES

Can I still order online 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 but we’re experiencing slower delivery times than normal:

UK Standard delivery in 3-5 working days
International in up to 7 working days

Unfortunately there is currently no UK Next Day or Weekend delivery available.

 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?

You are entitled to return items bought on Missoma.com, within 60 days of the date of delivery and receive a full refund (excludes any postage / shipping charges).

We aim to process all returned orders within 14 working days. However in some cases, due to current events this time frame may be extended to 30 working days.




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

Payment will be taken from your credit or debit card as soon as the order has been placed. Alternatively we accept payment via Paypal, Apple Pay, Amazon Pay and Klarna.
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.

 


PAYMENT METHODS

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

 


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

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

 


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 listed price.
Please note that you will be responsible for all duties and taxes incurred in the country of destination.

 


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?

We are unable to offer exchanges unless the item ordered is faulty or a different size is needed (rings only). Ring exchanges are only available for one ring per order. Please note, if the exchange is returned for a second time, it will be refunded. Please contact our Customer Service team for more details.
If you would like to exchange an item you will need to return the original order for a refund, and place a new order.
Any returned orders must be sent back within 60 days of receipt (UK and International deliveries).
We cannot accept responsibility for any returned orders that have not followed the process above. 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.


PERSONALISED ITEMS

Please allow 7-10 working days to deliver (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.