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. Please note that once your order has been placed it goes into our production flow and we are unable to offer cancelation service.
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 love your MOUNSER pieces — but if something isn’t quite right, we offer easy, seamless returns.
You may request a return within 10 days of receiving your order. Items must be unworn, in their original jewelry box, and postmarked within 14 days of receiving your return authorization (RA) to qualify for a refund.
How to Initiate a Return:
1. Email us at info@mounser.com. Include your order number, the reason for the return, and any photos (if the item arrived damaged). Please do this within 10 business days of receiving your order. For exchanges, please include the item you would like in exchange in your email.
2. Wait for Return Authorization (RA). Once we receive your request, we’ll email you an RA approval and return instructions.
+ U.S. customers: We’ll send you a return shipping label. Please note: the cost of return shipping is deducted from your refund.
+ International customers: You will be responsible for return shipping. Please use a trackable method.
3. Ship it back. Send the unworn item back in its original jewelry box. The return must be postmarked within 14 days of receiving your RA.
4. Refunds. Once your return is received and inspected, we’ll process your refund to your original payment method. Shipping fees, duties, and custom charges are non-refundable.
Additional Return Notes:
+ Orders returned after 14 days but within 30 days of RA issuance may be eligible for store credit only.
+ Returns received after 30 days will not be accepted.
+ We reserve the right to decline returns if items arrive in poor condition.
+ Custom orders are final sale and not eligible for return or refund.
+ For purchases made on Instagram or Facebook, please email us at info@mounser.com for return instructions.
All orders purchased through mounser.com are made-to-order. Orders placed by stylists, editorial or creative teams for commercial use will be FINAL SALE as we do not accept the return of worn or used merchandise. If you would like to submit a pull request for sample lending please email press@mounser.com.
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.
PLATED JEWERLY:
MOUNSER costume jewelry has a metal base with 14K gold or rhodium plating. To ensure the longevity of your pieces, we highly recommend that jewelry not be worn in the sea, swimming pool, shower or while exercising. We also recommend avoiding anything that might create a chemical reaction with our platings and special coatings - this would include direct contact with perfume, hair products or lotions, and we 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.
COLORFUL COCKTAIL RINGS:
Our handmade colorful cocktail rings are artfully designed with a multi media collage approach and have special finishes and coatings. Austrian crystal rhinestones sit within rhodium and 14k gold plated settings in an epoxy cradle with accents of acrylic, glass, natural gemstone and shell on an acrylic band. Due to the multimedia mix of materials, please follow our below care recommendations to maximize the beauty of our Art Object rings.
Please avoid submerging in any kind of water. The natural gemstone and shell elements are porous in nature, and when submerged in water create instability with the epoxy bond. We strongly recommend removing your rings when washing your hands, and that rings not be worn in the sea, swimming pool, shower or while exercising.
Please wear your ring with care and avoid sharp contact with hard surfaces. While the acrylic material we use on our bands is robust in strength, protecting against rough wear will prevent stress fractures, and cracks that could lead to breakages and in turn will preserve the life of your rings.
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.
STERLING SILVER:
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 protocol for plated jewelry to make sure your vermeil pieces last a lifetime and beyond.
For increased protection, please store your MOUNSER piece in the jewelry pouch or box it came in.
