How can we help you?
What payment methods do you accept?
We accept all the major payment methods including Visa, MasterCard, American Express, Maestro, PayPal, ApplePay, Amazon Pay, Google Pay and Shop Pay.
Can I cancel or amend my order?
Yes of course! Please email us as soon as possible at email@example.com and we will be happy to help you. If you need to amend details such as the recipients name or delivery address, we can do this for you, however, if you want to add another item, please order this separately and drop us an email to let us know so we can package your items up together and refund you for the extra postage.
Please note, we can only cancel or amend your order if we receive your email before your order is processed. Once it has been shipped you will need to go through the normal returns process which you can find here.
Do You Sell Gift Cards?
This is something we are currently working on and they will be available shortly after we launch! Please check back soon.
Do you offer a gift wrapping service?
At Murae, we want your entire experience with us to be beautiful, and part of that is receiving and unwrapping your order. All Murae Jewellery comes beautifully gift wrapped in our signature packaging. Complete with blush pink velvet jewellery box, raw silk ribbon bookmark, care card, thank you card and finished off with a wax seal stamp. If you would like us to include a personalised note or have any special instructions to make your gift even more special, please leave a note at checkout or email us at firstname.lastname@example.org and we'll do our best to help!
Why isn't my discount code isn't working?
Please check that the code has been entered correctly (case sensitive) and that the code is still valid. Please note that only one discount code can be used per order and cannot be used on sale items or if an item is exempt. If it still isn't working, please contact us at email@example.com.
Can I track my order?
My order is faulty. What should I do?
Returns & Exchanges
Can I return an order?
We hope you love your new Murae jewellery, but in the event that you would like to return it, email firstname.lastname@example.org with your full name and order number and we will assist you with your return. Please return your order within 14 days of receipt. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Due to hygiene reasons we are unable to accept returns of earrings.
Additional non-returnable items:
* Gift cards
* Digital downloads
To complete your return, we require a receipt or proof of purchase.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. When you receive your refund it will be for the price of the item(s) purchased, not the original shipping costs. We recommend sending your return by recorded delivery as we cannot be held responsible for returns that are lost in the post.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Then your refund will be processed, and a credit will be applied to your original method of payment, within 21 days.