Frequently Asked Questions
General Information
We specialise in 14 carat solid gold jewellery, offering a wide range of products including rings, necklaces, bracelets, earrings, and more. Our designs are both contemporary and timeless, catering to diverse tastes.
You can reach our customer service team via email at contact@moolae.com or through our contact form. Our team is available Monday to Friday, 9 AM to 5 PM local time.
We are excited to announce that physical stores are coming soon! Our stores will allow you to view and purchase our jewellery in person. Stay tuned for updates on store locations and opening dates.
Yes, we offer customization services to create bespoke jewellery pieces tailored to your preferences. Please contact our customer service team to discuss your requirements and start the design process.
Yes, we offer complimentary packaging for all our jewellery pieces.Â
Ordering and Shipping
We deliver worldwide. Products are shipped from our office in the UK.Â
Delivery times vary by location. Orders within the UK typically arrive within 3-5 business days, while orders to international destinations can take 7-14 business days. You will receive a tracking number once your order has been shipped.
Shipping costs depend on the destination and the weight of the package. You can calculate the exact shipping cost during the checkout process.Â
Returns and Exchanges
We offer a 14-day return policy on all orders shipped to a UK address. If you are not satisfied with your jewellery, you can return it within 14 days of delivery for a full refund or exchange. The item must be in its original condition and packaging.
To return an item shipped to a UK address, please contact our customer service team to receive a return authorisation and shipping instructions. Once we receive the item, we will process your refund or exchange within 5-7 business days.
Upon receiving a returned item, our team of experts inspects it for authenticity and condition. This includes verifying the 14k gold certification, checking for any damage or wear, and ensuring that all accompanying documentation and packaging are included. Once the item passes inspection, we process your refund or exchange.
Sustainability and Recycling
We are committed to sustainability and environmental responsibility. Our jewellery is crafted with ethical sourced gold and gemstones whenever possible. Additionally, we offer a recycling program where you can sell back your jewellery to us for recycling. This allows us to minimize waste and reduce our environmental footprint.
Yes, you can recycle your Moolae jewellery. The gold and materials will be reused to create new jewellery pieces, contributing to a circular economy and minimizing waste. We currently do not take jewellery from other retailers or brands.
To recycle your jewellery, please contact our customer service team to initiate the process. We will provide you with shipping instructions and a return authorization. Once we receive your jewellery, we will assess its value and provide you with compensation based on the current market price of gold.
Account Management
In your online account, you can view:
- Your Products: A detailed list of all your purchased jewellery items.
- Weight of Gold: The weight of gold in each of your jewellery pieces.
- Current Value: The current market value of the gold in each product, updated daily to reflect market changes. This allows you to track the value of your investment and make informed decisions about trading or selling your jewellery.
When you select the gift option at checkout, a code will be included with the product. The recipient can use this code to add the jewellery to their own online account. This ensures that the product is not automatically added to the buyer's account, allowing the recipient to manage and track the value of their gift independently.
Product Information and Care
All our jewellery pieces are crafted from certified 14 carat gold and are certified by a UK based Assay Office. They are all individually hallmarked to show authenticity. We adhere to stringent quality standards to ensure you receive only the finest products.
The price of our jewellery typically includes:
- Gold Value: The cost of the gold based on its weight and the current market price.
- Making Charges: The cost of crafting and designing the piece.
- Taxes: Applicable taxes based on your location.
We strive to keep all costs to a minimum to maximise the gold value for our customers, ensuring that you receive the best value for your purchase.
To keep your 14 carat gold jewellery looking its best, follow these care tips:
- Cleaning: Use a soft cloth to gently polish your jewellery. For a deeper clean, soak the piece in warm soapy water, then gently brush with a soft toothbrush, rinse, and pat dry with a lint-free cloth.
- Storage: Store your jewellery in a cool, dry place, preferably in a fabric-lined jewellery box or pouch to prevent scratches and tangling.
- Avoid Chemicals: Keep your jewellery away from harsh chemicals such as chlorine, bleach, and household cleaning products, as these can damage the gold.
- Wear with Care: Remove your jewellery when doing activities that could expose it to hard knocks, such as sports or heavy lifting, to prevent damage.
- Regular Check-ups: Periodically inspect your jewellery for any signs of wear or damage. If you notice any issues, have it professionally checked and cleaned by a jeweller.
By following these simple steps, you can ensure your 14 carat gold jewellery remains beautiful and retains its value over time.
Recycle model
When you purchase our jewellery, you are not only buying a beautiful piece but also a product with enduring value. The value of your jewellery is linked to the current market price of gold. You can trade your jewellery for new products or sell it back to us for cash equivalent to the gold value on the given day.
To recycle your jewellery, simply contact our customer service team. They will guide you through the process, including shipping your item back to us and selecting your new jewellery.
Yes, you can sell your Moolae jewellery back to us at any time. The buyback price will be based on the current market value of gold with a deduction of processing charges. Please contact customer service to initiate the process and receive shipping instructions.