FAQS /
How do you collect payment?
All products remain MOUNSER's property until full payment is made. The price applicable is that set at the date on which you place your order. Shipping costs and payment fees are recognized before confirming the purchase. If you are under 18 years old you must have parents' permission to buy from MOUNSER.
All transfers conducted through MOUNSER are handled and transacted through third party dedicated gateways to guarantee your protection. Card information is not stored and all card information is handled over ssl encryption. Please read the Terms & Conditions section of our website for the payment gateway choosen for the transaction as they are responsible for the transactions made.
What is your shipping policy?
MOUNSER ships worldwide. All MOUNSER jewelry items are made to order. Once payment has been approved, please allow for the production timeline indicated on each product page.
At the time of purchase, MOUNSER will send you an order confirmation and once your order has shipped, your tracking details will be remitted.
For orders over $150 we provide free standard shipping in the US. Standard shipping typically takes 3-5 business days barring carrier delays. If you need an order expedited, please email info@mounser.com prior to purchasing to discuss the potential for a faster delivery window.
USA Shipping Partner: UPS Free Standard Shipping for orders over $150.00 & UPS Expedited Shipping options
International Shipping Partner: DHL Express Shipping. Shipping service charges vary by location and will be calculated at check out.
Duties and Taxes: Domestic customers ordering from the USA will be charged sales tax at the time of order placement. For international customers, import tax and customs duties will be calculated during check out at the time of order placement.
Please note that MOUNSER is not responsible for the import tax and customs duties of refused packages. If packages are refused, these duties and taxes charged as well as return shipping will be deducted from your refund if incurred.
What is your standard return policy?
We want you to be happy with your MOUNSER jewelry pieces. A jewelry order is eligible for a refund in the event it is received in perfect condition, unworn and in original packaging and postmarked within 14 days of our issuing a return authorization to you.
To request the authorization for the return of a jewelry item or to report an order that has been received damaged from mounser.com please follow the instructions below:
+ Submit your request to info@mounser.com. Please include your order number as proof of purchase and the reason for your return. In the event of a damage, please also include photos. This must be done within 5 business days of receiving your order.
+ Once we have received your request, we will email you a return authorization approval. For orders placed on our website returning from the US, we will email you a return label as well. Please note that the cost of return shipping is non-refundable and will be deducted from your refund.
+ International customers ordering from outside the US, due to logistics, you will be responsible for the shipment of your return. Returns of unworn merchandise in original packaging will be accepted if postmarked within 14 days of the issue of our return authorization.
+ For orders placed via Instagram and Facebook, please email us to request an RA and we will provide instructions for shipping your return back to us.
+ Once we have received your return in hand your refund will be processed and your original form of payment credited.
Any return requests made after 5 days of receiving the order, or returns received postmarked after 14 days of receiving the return authorization will be eligible for store credit only. Any returns received postmarked after 30 days of the authorization will be refused and not eligible for a refund or store credit. We reserve the right to deny any returns or exchanges if orders are sent back to us in poor condition.
Custom orders are final sale.
Refunds do not apply to shipping charges or duties / customs fees.
Please note: If you purchased one of our pieces from another retailer, please refer to that retailer’s return policies. We are not responsible for items purchased from other retailers, and cannot process any returns on their behalf. The above is only applicable to orders placed at mounser.com.
What is your repair policy?
Mounser offers free repairs on all items purchased through mounser.com within 3 months of purchase. Repairs reported after this 3 month period will be subject to a repair fee. Email info@mounser.com for a repair quote and return authorization number.
How do I care for my MOUNSER Jewelry?
We want you to enjoy your MOUNSER pieces for a long time, so here are a few little tips to preserve their lifetime beauty.
MOUNSER costume jewelry has a metal base with 14K gold or rhodium plating. To ensure its longevity, plated jewelry should not be worn in the sea, swimming pool, shower or while exercising. We recommend avoiding anything that might create a chemical reaction with the plating - direct contact with perfume, hair products or lotions, and advise letting your beauty products set before putting your MOUNSER jewelry on.
For cleaning, please use a damp, soft cloth and make sure to dry the piece before wearing. Polishing cloths or chemical cleaners can damage plated jewelry, so please avoid them.
Our Lunar Study collection comes in 925 sterling silver or 925 sterling silver with gold vermeil. The sterling silver pieces are solid un-plated silver and may be polished with a sterling silver polishing cloth from time to time to bring back their luster. Our gold vermeil is a hearty micron plate, however we still recommend following the protacol for plated jewelry to make sure your vermeil pieces last a lifetime and beyond.
Our Culmination collection of rings are composed of bands and settings carved from natural gemstones and should be handled with care. Some natural gemstones can be porous making them more vulnerable to water damage and should not be cleaned with water or submerged in water. To clean wipe with a dry microfiber cloth and store in the jewelry box that was included with your order.
For increased protection, please store your MOUNSER piece in the jewelry pouch or box it came in.
