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 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 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 


      Can I track my order?

      Yes. We send your orders with tracked delivery so you will receive an email or text updates if you enter your mobile number during the checkout process.

      My order is faulty. What should I do?

      We hope that you will never experience receiving a faulty product, but in the rare event this does happen, please contact us straight away at with your order number, information about the fault and photos of the faulty product and we will resolve this for you.


      How Long does delivery take?

      Take a look at our delivery page to see a break down of delivery methods and how long they take to arrive. Please note, due to COVID-19, there may be delays.

      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 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.

      Product Information

      What is Murae Jewellery Made from?

      All our jewellery is made from 925 sterling silver. Our gold jewellery is coated in a thick layer of 14k gold, otherwise known as Vermeil (pronounced ver-may). To be classed as vermeil, each piece needs to be made from sterling silver and have a thickness of least 2.5 microns of gold. Vermeil jewellery is a great alternative to solid gold as it means we can keep the price of our jewellery affordable but with proper care, your vermeil jewellery will look beautiful for a long time.

      Is your jewellery hallmarked?

      Yes. All of our jewellery is hallmarked with the 925 stamp to certify that our jewellery is at least 92.5% sterling silver.

      How should I care for my jewellery?

      Please visit our jewellery care page here.

      Can you make a custom order?

      If you would like to discuss having one of our designs made in solid gold or creating a personalised or custom design, please get in touch with us at and we will be happy to chat through your options.