MOISS & ICE Return Policy

Return Policy

All items on our site are made to order unless stated otherwise. Custom pieces are final sale and not eligible for a refund. Before production begins, we email you in case there is a change that needs to occur. No changes or cancellations after that will be accepted and the order becomes non-refundable. We do not offer resizing services.

For items that qualify for a refund, all ring boxes and GRA certificates must be returned in unused condition. Approved refunds include the full purchase price minus a 25 percent restocking fee.

Contact us before sending anything back so we can guide you through the process. We are not responsible for lost return packages, and refunds are not possible if the item does not reach us.

Order Cancellation Policy

All orders are sent into production 24 hours after payment is received.

• Cancellations made after this window are not possible.
  

Please review all personalized details carefully before submitting your order. If you have questions, our Customer Care team is happy to assist before you place your order.

Return & Exchange Instructions

To ensure a smooth process, please follow these guidelines:

1. Authorization Required: Items returned without prior authorization will not be accepted.
2. Time Frame: Returns and exchanges must be initiated within 30 days of receiving your order.
   
3. Condition: Items must be returned in original, unworn condition, without scratches, damage, resizing, or alterations.
4. Shipping Method: Please use your local postal service for returns which must include tracking and supplied to us. MOISS & ICE is not responsible for lost packages shipped through unauthorized carriers.
   

Important Notes

• The return address is not the same as the one on your original package. Please contact our support team first to receive the correct return instructions.
  
• Products that are engraved, customized, personalized, photo-based, or marked as final sale are not eligible for return or exchange.
• Return shipping and reship costs are the responsibility of the buyer.
• Original shipping fees are non-refundable, even if your order qualified for free shipping.
  

We Will Replace Your Item If:

1. You received the wrong item.
2. Your item arrived damaged or defective

Please contact MOISS & ICE Customer Care within 24 hours of delivery to report such issues.

Refunds

Refunds and exchanges are processed within 7 business days after we receive and inspect your return. All refunds will be issued to the original payment method used at checkout.

Please Note: Although some orders qualify for discounted or free shipping, MOISS & ICE incurs the full shipping cost for every order. As such, original shipping fees are non-refundable.