MOISS & ICE Return, Exchange & Cancellation Policy

Made-to-Order and Custom Jewelry

Most MOISS & ICE jewelry is made to order unless the product page states that it is in stock.

A standard made-to-order item uses the sizes, lengths, finishes, and other options listed on the product page. These items may qualify for return under the conditions below.

Custom and personalized items are final sale. This includes:

• Engraved or personalized jewelry

• Customer-requested designs or modifications

• Sizes, lengths, widths, finishes, or other options not listed on the product page

• Photo-based jewelry

• Items marked “Final Sale”

Final-sale status does not apply when MOISS & ICE confirms that an item arrived incorrect, damaged, or defective.

Order Cancellations and Changes

Orders are normally sent into production 24 hours after payment is received.

Cancellation or change requests must be submitted within 24 hours of payment. After this period, the order may have entered production and cannot be cancelled or changed.

Please review all sizes, lengths, finishes, engraving, shipping details, and personalized information before completing your purchase.

Return Eligibility

Eligible returns must meet all the following conditions:

1. You must contact MOISS & ICE within 30 days of confirmed delivery.

2. You must receive return authorization before shipping the item.

   1. The authorized return must be shipped within seven calendar days after receiving the return instructions.

3. The item must be unworn, unaltered, and in its original condition.

4. The item must not show scratches, residue, odors, damage, resizing, repair, or other signs of wear.

5. All original boxes, GRA certificates, tags, accessories, gifts, and promotional items must be included.

6. Sets and bundles must be returned complete unless MOISS & ICE approves a partial return in writing.

Items may be tried on briefly to confirm fit, but they cannot be worn for regular use.

MOISS & ICE reserves the right to refuse a return or reduce the refund when an item does not meet these conditions.

Items That Cannot Be Returned

The following items are not eligible for change-of-mind returns or exchanges:

• Custom, engraved, modified, or personalized jewelry

• Non-standard sizes, lengths, widths, or finishes

• Photo-based jewelry

• Items marked “Final Sale”

• Items that have been worn, resized, altered, repaired, or damaged

• Worn earrings
  

• Unauthorized returns

Incorrect, damaged, or defective items will be reviewed separately under the section below.

Refund Amount

Approved change-of-mind returns will receive the purchase price paid, less a 25% restocking fee.

The 25% restocking fee does not apply to items confirmed by MOISS & ICE as incorrect, damaged upon arrival, or defective.

Shipping upgrades and shipping fees paid at checkout are non-refundable. If your order received free standard shipping, no separate outbound shipping charge will be deducted beyond the 25% restocking fee.

If a returned order included a free gift, promotional item, bundle discount, or purchase-based discount, all qualifying items must be returned. If an item is missing, its stated value may be deducted from the refund.

Exchanges

Eligible exchange requests must be initiated within 30 days of confirmed delivery and meet the same condition requirements as returns.

A first approved exchange for the same style in another standard size or finish will not incur the 25% restocking fee. The customer is responsible for return shipping, reshipping costs, and any price difference.

Additional exchanges or exchanges for a different product will be processed as a return and new order, including the applicable 25% restocking fee.

Custom and personalized items cannot be exchanged.

Incorrect, Damaged, or Defective Items

Please inspect your jewelry when it arrives. If you receive the wrong item or it arrives damaged or defective, contact MOISS & ICE within 48 hours.

Please provide:

• Your order number

• A description of the issue

• Clear photos or video of the item

• Photos of the packaging if shipping damage occurred

Do not return the item until you receive instructions from us.

After reviewing the claim, MOISS & ICE may repair, replace, or refund the item, depending on the circumstances. For confirmed errors, shipping damage, or manufacturing defects, MOISS & ICE will cover reasonable return and replacement shipping costs. No restocking fee will apply.

Normal wear, scratches, plating wear, oxidation, damage caused by impact, improper storage, chemical exposure, moisture, friction, or failure to follow care instructions are not considered manufacturing defects. Plating-related claims will be assessed under the applicable MOISS & ICE warranty.

Return Shipping

The return address may be different from the address shown on your original shipment. Contact Customer Care before sending any item back.

Unless instructed otherwise:

• Use your local postal service with tracking and insurance.

• Send us the tracking number after shipping.

• Package the jewelry securely to prevent damage.

• Keep your shipping receipt until the return is completed.

The customer remains responsible for the return until it is delivered to MOISS & ICE. We cannot process refunds for return packages that are lost or not delivered.

Returns sent without authorization may be refused or returned to the sender.

Refused, Unclaimed, and Undeliverable Packages

Refusing delivery does not count as an authorized return.

If an order is returned because it was refused, unclaimed, or addressed incorrectly by the customer, any carrier charges, return fees, and reshipping costs may be deducted from the refund or charged before reshipment. The applicable restocking fee may also apply.

Jewelry Care

Gold plating is a surface finish that requires additional care because chemicals, moisture, oxidation, and friction may cause the finish to wear faster.

To preserve your jewelry:

• Remove it before showering, swimming, exercising, cleaning, or washing your hands.

• Avoid perfume, lotions, alcohol, hand sanitizer, chlorine, salt water, and cleaning products.

• Apply skincare products and perfume before putting on your jewelry and allow them to dry.

• Wipe the jewelry gently with a clean, soft cloth after wearing it.

• Store each piece separately in a clean, dry place.

• Avoid wearing rings beside other jewelry that may rub against them.

The lifespan of any plated finish depends on wear, skin chemistry, exposure, storage, and care.

Refund Processing

Refunds are processed within seven business days after the authorized return is received and inspected.

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the refund to your account.

MOISS & ICE is not responsible for changes caused by currency conversion rates or payment-provider fees.

Contact Us

Contact our Customer Care team before returning any item or if you have questions about your order.

Nothing in this policy limits any mandatory rights or remedies available under applicable consumer protection law. If any part of this policy conflicts with applicable law, the legal requirement will apply.