Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Usually, 3~7 business days for Express shipping time. 10~15 days for EMS shipping time. But shipping time maybe delayed for some holiday influence.
Please click “my account” page, then register and create account.
Please contact us via contact form of our website with correct shipping address and order details.
Tracking number will updated to you after items have beed shipped. We can track the status of your order for you if need.
Yes, please contact us via contact form of our website with your requirements details. We will offer a professional solution to you later.
Generally, duties and taxes are not included in the price of your items purchase. Though we offer shipping via Express International, we are unable to pay any duties, taxes, or fees that may be charged as we are unaware of what the exact costs will be from country to country. If you don’t want to pay any duties or taxes, our shipping agent can offer this service with customs charges.
Yes. our moissanite and moissanite jewelry are shipped all over the world.
Multiple secure payment methods are available. Our payment methods: PayPal, Western Union and wire transfer(T/T).
If you need to swap an item
Returns and Exchanges
We offer a easy 30 days return policy for your peace of mind, please refer our return policy page.
We are so sorry to hear this. Please help us resolve this quickly:
1. Do not discard any packaging.
2. Take clear photos/videos of the damaged item and the shipping box/packaging.
3. Contact our support team within 48 hours of delivery at our email with your order number and the evidence.
We will arrange for a replacement or repair and provide you with a prepaid return label for the damaged piece.
Please do not mail your return to our public business address. Once your return request is authorized, we will provide you with:
1. A unique RMA (Return Authorization Number).
2. The correct secure return facility address.
3. A prepaid or recommended shipping label (depending on the reason for return).
All returns must include the RMA number visibly written on the outside of the package.
We are here to help! The best ways to reach us are:
1. Email: [info@loosemoissanitestones.com] (We aim to respond within 24 hours on business days).
2. Contact Form: Use the form on our Contact Us page.
3. FAQ: Many answers can be found in our detailed FAQs and Shipping Policy pages.
Act quickly! Please email us at our email immediately with your order number and the correct address. If your order has not yet been processed for shipping, we can update it. Once a shipping label is created, we may not be able to intercept the package. We are not responsible for orders shipped to an incorrect address provided by the customer.
We will do our best to accommodate your request. Please contact us as soon as possible at our email with your order number. If your order is still in the “processing” stage and has not been sent to our workshop for fulfillment, we can often cancel or modify it. We cannot cancel or make changes to custom orders or any order that has entered the production/shipping phase.
Yes, often we can! For popular sold-out items, we frequently offer a pre-order or waitlist option. Please email us with the specific product name. We will notify you of the next estimated restock date and can sometimes place a pre-order for you.