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Frequently Asked Questions

Frequently Asked Questions

How do I start designing my custom ring?

To initiate the custom ring process, please fill out a custom order form.

How do I find my ring size?

Book an appointment at our Newstead Showroom here, or order one of our complimentary ring sizers here.

How do I organise my complimentary resize?

When you first receive your ring, ensure it you've chosen the correct size. If it is the incorrect size, please contact us immediately to arrange your complimentary ring resizing. Avoid wearing the ring as this could cause unintentional damage. We will arrange for the ring to be resized once, completely free of charge with no postage or handling fees. This service is valid within 6 months of purchase.

How do I care for my ring?

Please see information on ring care here.

What is The Moissanite Company's warranty & authenticity?

All of our pieces include a Lifetime Warranty and Authenticity for your peace of mind. Find this information here.

When will my order be shipped?

Please allow 2 business days for your ring to be dispatched after it has been completed. Upon completion, you will be contacted by our team and sent a completion video and tracking number. We offer complimentary express shipping, worldwide. Read more our shipping here.

What are your shipping methods?

We offer worldwide complimentary express shipping. Local and International orders (outside of Australia) are sent via Australia Post Express. Delivery timeframes are subject to your location, please allow up to 3 business days for your item to arrive (domestic). Please allow up to 10 business days for your item to arrive (international). Read more our shipping here.

What are import duties and tax, and how are they relevant?

Import duties and taxes may be relevant to international shipments outside of Australia. Once your order arrives to your destination, you will be liable for all custom fees and taxes that may be incurred to release the parcel. The Moissanite Company will not process a refund if you refuse to pay the relevant duties/fees for your order. If your order is returned as a result of unpaid duties/fees, payment for the redelivery of the item is at the customer's discretion. Read more about import duties and taxes here.

How does your money back guarantee work?

We offer a money back guarantee (and or complete replacement) if your item is damaged or impaired when delivered. To qualify for this guarantee you must contact us with the relevant issue within 24 hours of delivery of your item.

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