Use this page for quick, practical answers before or after an order. Product specifications can differ from one piece to another, so the individual product page remains the source for stone, metal, finish, size and certificate details.
About MOSO
Is MOSO based in the UAE?
Yes. MOSO is a Dubai-based online moissanite jewellery brand operated by MOSO JEWELRY L.L.C-FZ, trade licence 2652948.01. Our registered address and current contact channels are listed on the Contact MOSO page.
How can I ask about a product or an order?
Email support@moissanitejewelry.ae or message +971 52 440 8373 on WhatsApp. Send the product link for a product question, or the order number for an existing order. Never send a full card number, password or one-time passcode.
Moissanite, metals and reports
What is moissanite?
Moissanite is a gemstone with its own composition and optical properties; it is not diamond. Jewellery moissanite is generally created in a controlled laboratory environment. The MOSO Moissanite Guide explains its appearance, durability and the points worth checking before purchase.
Are all MOSO pieces made from the same metal?
No. Metal, purity, plating, dimensions and construction can differ by item. Read the specifications for the exact product and selected option rather than applying the details of one piece to another.
Does every product include a certificate?
No. A certificate or product report is included only when the individual product page says so. Our Authenticity and Certificates page explains what the product page controls and what a report does not prove.
Can a diamond tester identify moissanite?
Some electronic testers can react to moissanite, but the result depends on the device, calibration, stone and method. A tester response alone does not establish identity, grade, origin or value. For a fuller explanation, read How to Verify Moissanite Jewellery in the UAE.
Payment and order confirmation
Which payment methods can I use?
The methods currently available for your order appear at checkout. They can vary by location, device, order and provider, so MOSO does not list a method as available unless it appears in your checkout.
Why did my bank ask for another step?
Your bank or payment provider may ask for additional authentication or show a temporary authorisation while it processes the transaction. Follow the provider's secure prompt; MOSO will never ask you to send a password or one-time passcode by email, chat or contact form.
What if I did not receive an order confirmation?
Check the spam or promotions folder and confirm that the email address or phone number used at checkout is correct. If it is still missing, contact MOSO with your name, mobile number and approximate order time. Do not send full payment-card details.
Can I change or cancel an order?
Contact us as soon as possible. We will try to help before dispatch, but a change or cancellation cannot be guaranteed once processing or delivery has started. See Payments and Orders for the complete order process.
Can I add a promotion code after checkout?
Enter an eligible code in the designated checkout field. Unless MOSO agrees otherwise in writing, a promotion cannot be added after an order has been completed.
Delivery in the UAE and GCC
Is standard UAE delivery free?
Yes. Standard delivery is free across the UAE under the current Shipping Policy.
How long does UAE delivery usually take?
Orders are usually processed in 1 to 2 business days, Monday to Friday, and delivery is usually 1 to 3 business days after dispatch. These are estimates; public holidays, remote areas and events outside reasonable control can add time.
How much is delivery to selected GCC countries?
Delivery to Saudi Arabia, Qatar, Kuwait, Bahrain and Oman is AED 100 per order. Destination customs duties, import taxes or local handling charges may apply separately.
Where can I find tracking?
When tracking is available, it is sent to the contact details supplied at checkout after dispatch. A carrier update may take time to appear after handover. Contact MOSO with your order number if the estimate has passed and tracking has not moved.
Exchanges and product concerns
Can I request an exchange if I change my mind?
The current voluntary exchange window is 7 calendar days from delivery, subject to the eligibility conditions in the Refund Policy. Read that policy before sending anything; the registered office is not automatically the return address.
What if a piece arrives damaged, incorrect or materially different from its description?
Stop wearing or altering it. Keep the item, parcel and packaging, take clear photographs, and contact MOSO promptly with the order number. Reporting visible transit damage within 24 hours helps the review, but it does not remove rights available under applicable consumer law.
What counts as normal wear?
Fine surface marks, natural tarnish and gradual plating wear can occur through use. Impact, bending, pulling, chemicals or continued wear after a setting becomes loose can cause damage. The Warranty and Product Assessment page explains how a concern is reviewed without promising that every issue is a manufacturing fault.
Sizing and everyday care
How should I choose a ring size?
A physical measurement by a qualified jeweller is the most reliable option. If you measure at home, repeat the measurement at a normal room temperature and check the actual sizes offered on the product page. Use the Ring Size Guide before ordering.
How should I clean and store jewellery?
For routine care, use lukewarm water, a small amount of mild soap and a very soft brush, then rinse and dry fully. Store pieces separately. Materials and settings vary, so check the product page and our Jewellery Care guide before using an ultrasonic device or specialist cleaner.
Still need a clear answer?
Send MOSO the product link or order number and state the one detail you need confirmed. That lets the team answer from the correct product or order record instead of making a general assumption.