Refund policy

Overview

At Moca Jewellery, we create made-to-order pieces with careful attention to detail. Due to the custom nature of our products, we maintain a strict no-refund policy. However, we offer limited exchange options under specific circumstances.

Exchange Eligibility

We will consider exchanges only in the following situations:

  • Items received damaged
  • Incorrect items received

To qualify for an exchange, you must:

  • Report the issue within 7 days of receiving your order
  • Keep the item in its original, unworn and unused condition
  • Retain all original packaging and tags
  • Provide proof of purchase

Damaged or Faulty Items

If your item arrives damaged or faulty:

  1. Inspect it upon delivery
  2. Document the damage with photographs
  3. Contact us at hello@mocajewellery.com within 7 days of receiving your order

We’ll assess the issue and offer a repair or replacement at no additional cost.
This does not affect your statutory rights under UK consumer law.

Shipping for Exchanges

  • Customers are responsible for return shipping costs
  • Return shipping fees are non-refundable
  • Moca Jewellery covers the cost of shipping replacement items
  • We strongly recommend using tracked shipping services
  • Moca Jewellery is not liable for items lost or damaged in transit

International Returns

  • Clearly mark returned packages as “Returned Goods” to avoid customs fees
  • The customer is responsible for any customs charges or import duties incurred
  • We recommend using tracked and insured shipping services

Non-Returnable Items

The following items cannot be returned or exchanged, except where faulty:

  • Earrings, due to hygiene reasons
  • Bespoke or customised pieces, including:
    • Items customised from the original design
    • Modified ring sizes
    • Changes to stone selection, layout, finish, or metal choice

In accordance with the Consumer Contracts Regulations 2013, bespoke and personalised items are exempt from the standard 14-day return policy.

Bespoke Order Cancellations

  • Deposits for bespoke orders are non-refundable
  • By placing an order or paying a deposit, you agree to these terms
  • This policy applies to both online purchases and direct invoice payments

Contact Information

To initiate an exchange:

Additional Services

For non-warranty repairs or modifications:

  • Contact us via email with photos of the item
  • We will provide a cost estimate
  • Final costs confirmed after physical assessment
  • The customer is responsible for shipping costs

Final Note

These policies are designed to maintain the integrity of our made-to-order process and ensure fairness for all customers.


This policy complies with UK consumer protection laws and is applicable to both domestic and international customers.