FREQUENTLY ASKED QUESTIONS
Clarity first. Here’s everything you need to know before you order your MOISI piece.
Orders & Production
How long does production take?
Our timelines begin after your CAD is approved and refer to crafting time only (before shipping). Crafted-to-order designs typically take 3–4 weeks to make. Fully bespoke concierge pieces usually
take 4–6 weeks depending on complexity.
Can I request faster production?
Yes. We offer a Priority Crafting option for $200, which can reduce crafting time to about 2 weeks, subject to design feasibility and current capacity. We’ll confirm what’s realistic before you proceed.
Will I receive updates during production?
Yes. We send milestone updates throughout crafting. When your piece is complete, we share detailed photos and videos for your approval before shipment.
How long do I have to approve the CAD?
You’ll have 3 days to approve or request changes. If we do not hear back within that window, your ring may move into production based on the CAD provided to maintain timelines.
How many CAD revisions are included?
Each order includes two complimentary revisions. Additional revisions are available at $50 per revision.
Can I cancel or change my order?
• Before CAD approval: You may cancel your order; a $200 cancellation fee applies.
• After CAD approval: We begin metalwork; cancellations or changes are not possible.
Customization & Sizing
Can I add or adjust customization after placing my order?
Adjustments are possible before CAD finalization and may incur an additional fee depending on the change. After CAD approval, no changes can be made.
How is pricing determined for customizations?
You’ll see your final price after selecting your customization options (stone shape/carat, metal, halo, bridge pavé, hidden birthstones, engraving, etc.).
Do you offer resizing?
Yes. We offer a one-time complimentary resize within 90 days of delivery. Most designs can be adjusted ±2 sizes. Certain designs (e.g., eternity or highly intricate pavé) may not be resizeable; we’ll advise before you order.
Duties & Taxes
Who is responsible for duties and taxes?
All import duties, VAT, and local taxes are the customer’s responsibility. Please check your country’s rates before purchasing. If duties/taxes are unpaid and a shipment is delayed or returned, any additional carrier fees or re-shipping costs are the customer’s responsibility.
Shipping for Services (Resize, Warranty, Repairs, Buy Back)
Who pays shipping for service requests?
Customers are responsible for shipping to and from MOISI for any post purchase services, including resize, repairs, warranty assessments, and our buy back program.
Do you accept returns or exchanges?
Because each piece is crafted to order, we do not offer returns, exchanges, or refunds.
Warranty & Buy Back Promise
What does the warranty cover?
Our warranty covers craftsmanship defects in normal conditions of wear. It does not cover loss, theft, wear and tear, accidental damage, or issues caused by thirdparty alterations. For full details, see our upcoming Lifetime Warranty page.
How does the Buy Back Promise work?
You may return your MOISI piece to us at any time for a guaranteed percentage of its original purchase price. We verify the piece (stone, setting, metal) matches our records and assess condition. Shipping is
customer■paid. Read the full details here: Our Promise.
Our Moissanite
What quality are MOISI stones?
We specify high grade moissanite — typically D–F color and VVS clarity — chosen for exceptional light performance.
What makes MOISI stones different?
Unlike mass produced stones, MOISI gems are hand cut by skilled artisans, allowing precise control over symmetry and facet proportions for maximum brilliance.
Where can I learn more?
See our in depth guide:Moissanite Education.
Support & Contact
How do I contact you?
Use our Contact page. We aim to reply within 24–48 hours (business days).
Buy Back Promise inquiries
Please use the dedicated form on the Our Promise page so we can route your request correctly.