Help & FAQs

For quick answers to your questions about orders, shipping & returns, account help and products, see our FAQs below.

ORDER AND PAYMENT

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 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.

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.

KLARNA

In co-operation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:


Further information and Klarna's user terms and conditions you can find here. General information on Klarna you can find here.

Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

DO YOU OFFER GIFT WRAPPING?

Gift wrapping is available for $5 (per order). Simply tick the Gift Wrapping box in your shopping bag, where you can also add a personal message.

THE STACK REWARDS POINTS

The Stack is our way of showing our appreciation for you, our community. You can earn points for different activities like referring friends, liking Instagram posts, and placing orders. Points collected from placing an order will appear in your account 30 days after the order date (this is to allow a period for returns).

Please note the stack rewards points cannot currently be used with Shop Pay express checkout. We are working to find a solution for this.

If you have previously used Shop Pay to complete a purchase, you will be directed here from your shopping bag when you click ‘Checkout’. To exit Shop Pay and redeem your stack rewards points, please select the ‘Check out as guest’ link at the bottom of the Shop Pay checkout.

SHIPPING

SHIPPING OPTIONS

Please see our Shipping & Returns page for the most up to date information on delivery options for each region.

COVID-19 UPDATES

Our warehouse team are taking the recommended measures to ensure safety when packaging your orders. This means a lot of hand washing, stringest cleaning and a warehouse rota to ensure maximum personal safety.

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

Please see our Returns page for more details.

INTERNATIONAL ORDERS

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

Please note: Due to new regulations shipping to Portugal is currently suspended.

Please visit our Shipping page for more detailed information.

CUSTOMS DUTY AND TAXES

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.

RETURNS

HOW DO I RETURN MY ITEM?

Please use our returns portal to return your item to us.

Our returns period is currently 60 working days and starts from the date you receive your order.

We aim to process all returns within 14 working days, however in some cases this may be extended to 30 working days during busy times of the year.

Please see our Return FAQs for more information.

CAN I EXCHANGE MY ITEM?

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

Please feel free to Contact Us if you have any questions.

RECEIVING YOUR REFUND

We aim to process all returned orders within 14 working days. However in some cases, this time frame may be extended to 30 working days during busy times of the year. All refunds will be credited to the original method of payment.

Please note shipping costs are not refundable.

PERSONALIZED ORDERS

Please allow 7-10 working days for all engraved and monogrammed orders to be despatched (excluding weekends).

Orders that have both a personalized and non-personalized item cannot be split into two separate shipments. They will be despatched together in 7-10 working days.

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.

WARRANTY AND CARE

HOW TO CARE FOR YOUR JEWELRY

Always store your jewelry pieces individually, preferably in your Missoma soft-lined box or pouch so that they don’t rub together, scratch or tangle. Your gold vermeil and silver jewelry should be kept in a dark, cool and dry place.

All our Missoma sterling silver jewelry is rhodium plated which protects the silver from exposure and helps reduce long-term tarnishing.

You can find further advice on how to care, store and clean your jewelry on our Materials and Care page.

2-YEAR WARRANTY

Every piece of Missoma is covered by our two-year warranty. Should your jewelry suffer a breakage or tarnishing due to a manufacturing defect, we are committed to ensuring that your piece is replaced at no cost to yourself if returned in under two years of receipt of the product.

To ensure your Missoma pieces stay bright and shiny for as long as possible, keep them away from chemicals such as perfume and chlorine, and store them in a cool dry place in an individual pour of box to avoid your jewellery tangling or scratching each other. If you have any questions, please do Contact Us.

PRODUCT SIZING

HOW DO I FIND MY RING SIZE?

To find out your ring size, please visit our Ring Size Guide which has instructions on how to measure one of your own rings, or your finger.

Still cant find your fit? Speak to a member of our Customer Care team, who are on hand to help.

If you didn't find an answer to your query, please Contact Us - we aim to respond to all queries in up to 48 hours.