Shipping and Returns

Shipping

  • We offer free delivery on all orders over 150€ within Europe and free delivery within Germany.
  • All in stock items will be shipped within 1-3 business days.
  • Due to the handmade nature of our products, we ask you to give us up to 21 days for shipping of items that are out-of-stock or customized.
  • Please understand that we are not able to ship to any P.O. boxes.
  • Once you've placed your order we will provide you with a tracking number that will be sent to you via email.
  • All MOSUO jewellery is shipped from Hamburg, Germany.
  • If you have any questions regarding your order, delivery or return, please get in touch with us at info@mosuo-shop.com
  • All our delivery and returns are processed by DHL or DHL EXPRESS.
  • Certain areas are excluded from delivery. You will find the worldwide remote area list under the following link: 
https://www.dhl.com/content/dam/downloads/g0/express/services/surcharges/dhl_express_remote_areas.pdf

    Returns

    • Returns are accepted within 14 days of delivery.
    • We offer free returns on all orders over 150€ within Europe.
    • Returns only apply to unworn and undamaged jewellery. Please make sure to return the item in its original packaging.
    • All our customized and on sale items are excluded from returns and exchanges.
    • Refunds will be processed with the same payment method that was used at the original purchase.
    • You have two options to return your items. You can either send us an email quoting the order reference number at info@mosuo-shop.com and we will provide you with a return label or check into your account to start the return procedure.
    • Please notice that all returns must be made via DHL or DHL EXPRESS.
    • Once we have received your returned goods please give us at least 14 working days to process your return.
    • Unfortunately, we are unable to process exchanges.
    • Processed orders can only be canceled if we are notified 24 hours prior to dispatch.