FAQs

Payment

I currently accept payment via PayPal and PayPal.me only. You don't need a PayPal account to pay this way - all you need is a current credit or debit card. Both options are secure, and everyone is protected.

When buying through this website's Shop, you'll go through PayPal.

When paying for a Bespoke Commission, I will send a PayPal Invoice your way via e-mail, but will sometimes accept PayPal.me for smaller commissions - we'll talk about which payment option works best before any money changes hands.

When paying with PayPal.me, make sure you tick the 'Paying for goods or a service?' box to be covered by Buyer Protection). Always look for the 'padlock' symbol at the start of the web address bar, so you know your connection is secure.

 

 

Postage & Tracking


I aim to dispatch your ready-to-send orders within 1-4 days.


Dispatch times for Bespoke Orders and Made-To-Order items will take longer:
~ Made-To-Order items will have the dispatch time-frame stated in the listing.
~ For Bespoke Orders, you will receive a dispatch time-frame when the final design is approved by you. Custom orders are usually shipped within 3 weeks, subject to your approval of photos of the finished article!


I send every packet via Special Delivery (next day guaranteed, within the UK) as standard. Tracked 24 with signature is also available, and you can choose this option at the checkout - it costs a little less, but Special Delivery is recommended for all jewellery.


I happily send overseas, always with tracking.


You will receive an e-mail with your tracking number once your order has been dispatched.


Always make double-sure that your address is correct before completing your purchase. Moss Root Jewellery can accept no responsibility for missing packages if the address supplied by the customer is incorrect.

Customs Charges


*PLEASE NOTE: CUSTOMS CHARGES are paid for by the customer / buyer. Please check your Country's customs regulations before purchasing from outside the UK.

 

Returns and Refunds

 

Sometimes mail takes the 'scenic route'. It's a rare occurrence, but can happen to anyone.


If your Standard order takes more than one calendar month to reach you and the tracking service is no help, I offer a choice of a refund or a replacement.


If your Bespoke order takes more than one calendar month to reach you after the dispatch date, and the tracking service is no help, I offer a choice of a refund, or a replacement of a ready-made piece of jewellery of the same or similar value to your order.


If for any reason you are unhappy with your order, please contact me as soon as you can, and I will endeavour to make things right.


Always make double-sure that your address is correct before completing your purchase. Moss Root Jewellery can accept no responsibility for missing packages if the address supplied by the customer is incorrect.

 

 

Is your jewellery Sterling Silver?


Yes, minimum. Each piece of jewellery sold on this website is hand-crafted in Sterling and Fine (pure) Silver, so the very minimum standard of silver in your jewellery is Sterling and hallmarked 925.


Moss Root Jewellery's pieces are tested and hallmarked at the London Assay Office, so you can be assured that the silver I use is of the highest quality.

 

Can I reserve an item in your shop?


Yes! Items can be reserved, but in order to secure your reservation a non-refundable 10% deposit will be required (which will be taken off your final payment).

What about lay-away (payment in installments)?


Lay-away can definitely be arranged. Just get in touch to discuss what you're able to pay, and how often. A non-refundable 10% deposit will be required to secure your purchase.