Customer satisfaction is important to us. It is essential you understand our online shopping policy before entering any transaction on this website. Please make sure to read these Terms & Conditions before making a purchase from this site.
If you have any questions, please do not hesitate to contact our online customer service team.
Items shipped to us for Returns Exchanges, Cancelations, and Repairs will be examined for damage caused by wear and tear and customer negligence. Goods found to be damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt or additional workmanship by other jewellers are non-returnable and non-refundable.
If you find that what you receive is not what you wanted, MN is happy to provide you with a refund (not inclusive of shipping costs). PLEASE NOTE: Security tags are placed on the cases of all MN loose stones. If these security tags are removed or damaged, a refund or exchange will not be granted.
Please follow the steps below for returns and refunds:
Items purchased online via caratlondon.com can only be returned online and are not eligible for return at MN retail points of sale. Only a maximum of three items per transaction can be refunded.Because of sizing costs, the return of rings is subject to refund minus a 10% restocking fee. All other returned items will receive a full refund, provided that all requirements are met. Return shipping is payable by customers.
MN understands if you would like to exchange your item for something else. For all exchanges, no re-stocking fee will be charged. MN would like to help you choose something that meets your expectations, so please contact us if you need assistance.
Follow these steps to claim an exchange:
Each item must be returned in the condition as it was sent and must include all the original packaging and collateral material. Goods damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt, or additional workmanship by other jewellers will not be accepted.
For all loose stones, if the security tag is removed from its case or damaged in any way, it will not be eligible for an exchange. Items purchased online from caratlondon.com may only be exchanged online and are not eligible for exchange at MN retail points of sale.
All our jewellery is designed and hand assembled with the highest quality by master jewellery craftsmen. Customers are suggested wear and care their jewellery in the same way they would to fine jewellery. Our warranty only covers damage not caused by accidents, inappropriate use, or wear and tear; as stated on the guarantee card. Small repair fees may be charged if there is proof of artificial damage. Stone charges may also apply to items that have lost stones due to negligence.In regards to ring sizing, if you find that your ring is not the right size, please send it back to us within 30 days for a one-off free resizing service. (Please note: this does not apply to eternity bands).
Follow these steps if you require repair services:
You can use a credit card, debit card and Paypal to pay for your purchase.
In cases where you change your mind after placing an order, please notify us immediately by emailing firstname.lastname@example.org to cancel your order. Include your order number, name, order amount and currency. It is required that you send the email within 24 hours, as we may not be able to process the cancelation once the order has shipped. If an order is canceled after more than 24 hours, a 10% restocking fee will be charged on ring orders.
As MN 14K and 18K Gold items must be custom made, it is for this reason that 14K and 18K Gold items are non-returnable, non-refundable, and non-exchangeable. Please read the Terms & Conditions, prior to making your purchase. For more assistance, please contact us at email@example.com.
Prices shown on the website in USD, AUD and HKD are exclusive of VAT or GST. The order will be dispatched from Hong Kong. MN ships on a DDU (Delivery Duty Unpaid) basis. This means that no taxes and duties are included in the final purchase price. Instead, when your order arrives you will be invoiced for these costs directly by our shipping partner, Fedex. As a recipient, you are liable for all import duties, customs and local taxes levied by the country you are shipping to and payment of these duties is necessary to release your order from customs upon their arrival. We suggest that you call FedEx to obtain a landed cost estimate before accepting these shipping terms and conditions. For more information, please email us at firstname.lastname@example.org
If your order is processed successfully, you will receive an email from us as your proof of purchase.
Sale items are guaranteed the mounting workmanship for 30-day period. We will confirm stock availabilities within seven days of your order. Unsuccessful orders will be refunded accordingly. Sale items whilst stocks last and for online orders only.