FAQs

What payment methods are available?

Currently, we accept credit/debit card payments via our website.

An error occurred as I was attempting to check out. How do I know if payment went through?
Order-Related Queries
Can I pick up my order?
Can I cancel my order after it has been shipped out?
When will my order ship out?
How do I track my order?
Can I exchange my order?
Can I cancel my order?
Delivery & Shipping
Where do we ship?
Do I have to pay duties & taxes for my order?
What are my shipping options?
How much does shipping cost?
When will my order ship out?
What if my jewellery gets lost during shipment?
Return Policy
What is your return policy?
How can I return an M & L product?
How long does it take for a return parcel to be processed?
Are there any return charges?
Refurbishments
How do I request for refurbishment services?
How much does refurbishment cost?
Care & Maintenance
How do I care for my jewellery?
What do I do if my jewellery piece tarnishes?
Size Guide (Chains)
What chain material do you use?
Is there a chain size guide?

Payments

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What payment methods are available?

Currently, we accept credit/debit card payments via our website.

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An error occurred while I was attempting to check out. How do I know if the payment went through?

An order confirmation email will be sent to you once your payment is successful. Alternatively, you can check your bank account for any signs of deduction.

Order-Related Queries

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Can I pick up my order?

We are currently an online business and do not offer self-collection.

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Can I cancel my order after it has been shipped out?

We regret to inform you that once your order has been shipped, it cannot be canceled immediately. However, you may return the product to us after you have received it. Please note that sale items and limited-edition collections are non-returnable and non-exchangeable.

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When will my order ship out?

For orders within Singapore, we will take up to 3-5 working days to process and ship your orders. In the rare event of a delay or if your product has unexpectedly sold out (good eye!), we will inform you immediately for a refund or to select an alternative product.

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How do I track my order?

To track your order, simply click on the link provided in the email sent by our delivery partner, Easy Parcel.

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Can I exchange my order?

You are free to return or exchange an item within 30 days from the date of your order. Only items in unworn condition and original packaging are eligible for a return or exchange. Please contact us to start the exchange process.

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Can I cancel my order?

Orders can be canceled within 8 hours from the time of purchase. To request a cancellation, please contact us with your order number.

Delivery & Shipping

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Where do we ship?

We ship worldwide.

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Do I have to pay duties and taxes for my order?

Depending on your destination country, your order may be subject to customs and import duties. These extra costs will be borne by you.

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What are my shipping options?

For local delivery, we use EasyParcel and their delivery partners (Janio, Qxpress, J&T, etc.) for all orders, regardless of the package value. For international delivery, we send your package via EasyParcel and their delivery partners (UPS, DHL, Janio, Ninjavan, etc.).

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How much does shipping cost?

Great news! For local delivery, shipping is free with no minimum spending.

For international delivery, we offer a flat shipping rate of USD $20 worldwide. However, we are not responsible for any import or customs-related charges implemented by your destination country.

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When will my order ship out?

For orders within Singapore, we will take up to 3-5 working days to process and ship your orders. In the rare event of a delay or if your product has unexpectedly sold out (good eye!), we will inform you immediately for a refund or to select an alternative product.

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What if my jewellery gets lost during shipment?

We take every precaution to ensure that your order arrives safely. Every shipment is fully insured during transit. In a rare event of a lost shipment, contact us immediately and we will be there to assist.

Return Policy

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What is your return policy?

We accept returns for a full cash refund or exchange within 30 days from the delivered date. Any charges for return shipping and insurance fees will be borne by the customer should it be required for the item to return to our warehouse located in Singapore.

Singapore & International: Return notice must be raised within 30 calendar days from the delivered date.

Please note that to be eligible for return, item(s) must:

  • Be in their original purchase condition (undamaged and in “new and unused condition”)
  • Include all product documentation included in the original package
  • Shipped back to us within 30 days.
  • Items showing obvious signs of wear or alteration will not be accepted.
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How can I return an M & L product?

Ensuring customer satisfaction is our top priority. You may return your online order up to 30 days from the date you receive it.

Please contact us, and we will start the return process for you.

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How long does it take for a return parcel to be processed?

Typically, your return parcel will be processed within 3-5 working days after it reaches us. Kindly note that shipping costs are not refundable.

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Are there any return charges?

The return shipping charges will be borne by the customer. These charges will vary depending on the mode of delivery chosen.

Refurbishments

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How do I request for refurbishment services?

We understand that jewellery may wear out with extensive use or due to environmental factors. As such, we offer free refurbishment for our products.

In the rare case of a piece of jewellery requiring extensive repair or a complete replacement, we will provide a quote that covers the cost of workmanship and new materials. Replacements are only available for pieces that are part of current collections.

To arrange for refurbishment, please contact us or whatsapp us and include the following details:

  • A description of your jewellery issue
  • Proof of purchase (receipt, order number, email etc)

After which you may mail the item to us for refurbishment.

We recommend posting the package with a tracking number to ensure it does not get lost, and in a padded envelope so that it reaches us safely.

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How much does refurbishment cost?

We provide free refurbishment service. However, you will need to bear the courier cost when sending the jewellery to us.

Care & Maintenance

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How do I care for my jewellery?

You can prolong the pristine condition of your jewellery by following our Jewellery Care tips on how to wear, clean and store your jewellery.

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What do I do if my jewellery piece tarnishes?

Fret not. Moss & Lupine understands that, with time, all jewellery will tarnish. That is why we provide free refurbishment services exclusively for you. Make an appointment with us and look forward to the revival of your exquisite piece!

Size Guide (Chains)

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What chain materials do you use?

We offer chains in 925 sterling silver, silk cords, and leather cords.