Shipping policy
SHIPPING, RETURNS & WARRANTY
Order processing & shipping information
We know how special it is to receive your personalized jewelry that’s why we aim to have your order ready for dispatch within 1-3 working days. Delivery typically takes an additional 3-5 working days.
During special times of the year, when we’re fulfilling many heartfelt requests, processing may extend to 2-6 working days. We truly appreciate your patience during these busier periods, as we ensure each piece is made to perfection.
All orders are shipped with GLS. Once your package is ready for delivery, you’ll receive an email or SMS with all the tracking details.
In rare cases, delivery may not be completed due missed communication with the courier - if this happens just reach out to your local GLS or us - we’ll be happy to resend your package right away.
Cancelations and changes
We understand that plans can change, and you may change or cancel your order for a full refund up within 1 hour of your purchase time. After this time, our artisans may begin crafting your personalized piece, and changes or cancellations may no longer be possible. However, please contact us as soon as possible at info@momeajewelry.com and we will do our best to accommodate your request if production has not yet begun. Once production is underway, no further adjustments can be made.
Returns and exchanges
Each piece of jewellery is thoughtfully handcrafted and personalised with care, ensuring it becomes a truly unique and meaningful keepsake made just for you. Because of this, we are unable to accept returns or exchanges on personalized items unless they arrive faulty or damaged. However, your satisfaction is our priority, and we’re here to assist if something doesn’t meet your expectations.
Damaged or faulty items
At Momea, each piece of jewelry is thoughtfully crafted just for you. We take care in engraving and preparing your personalized item, ensuring it meets the highest standards before it reaches your hand. If you receive an item that is damaged or faulty, we’re here to make it right.
If your jewelry arrives damaged, you must report it within 48 hours of delivery, providing and image of the issue and proof of purchase. Claims submitted more than 48 hours after delivery are not eligible under this policy. This policy covers all damages not included under our one-year warranty.
Our team will carefully review your claim and, if deemed valid, offer a replacement or full refund, including shipping costs. Your satisfaction is important to us, and we want every piece you receive to be as perfect as you imagined.
1-year warranty
We stand behind the craftsmanship of our personalized jewelry. Our 1-year warrant covers color changes and faded engraving within 1 year of purchase.
Mechanical damages, such as a broken chain, straps or claps damages, an not be covered by the warranty.
If you want to claim warranty please send us an email, providing image of the issue and proof of purchase. Our team will carefully review your claim and inform you of the next step - shipping to our address. Please note that the 1-year warranty covers free repairs. Shipping costs are at your responsibility. Once we receive the product, we will reair it and send it back to you as soon as possible.
CONTACT US
Shipping, return and warranty policy are written in English as they apply throughout the entire European Union, on behalf of the company LUPO, Aleksandra Špela Lukas s.p., VAT number14464926, registration number 735383000.
If you have any questions please feel free to contact us anytime at: info@momeajewelry.com. We aim to respond to you as quickly as possible.