Frequently asked questions

Frequently asked questions1. How can I pay?

You can securely pay us in various ways via Ideal, Bank Transfer, Mr. Cash, Paypal, VVV Gift Card, Webshop Gift Card, and Riverty (formerly Afterpay). The payment options are free. For information and possibilities, see: this link

How long will it take for my order to be delivered?

If your order is placed before 4:00 PM, it will be shipped on the same business day. In most cases, your order will then be delivered to you within 2-4 business days in the Netherlands. Belgium usually within 4-6 business days.

What are the shipping costs for my order?

Within the Netherlands, shipping is free for orders over €30.00. Within Belgium and the EU, shipping is free for orders over €50.00.

Within the Netherlands, we offer the following shipping options:

  • For purchases of €30.00 or more: free letterbox package shipping with track & trace.
  • For purchases under €30.00: €3.95 letterbox package shipping with track & trace.
  • Option: Registered & insured shipping with signature €8.50

Within Belgium and all EU countries, we offer the following shipping options:

  • For purchases of €50.00 or more: free letterbox package shipping with track & trace.
  • For purchases under €50.00: €5.95 letterbox package shipping with track & trace.
  • Option in Belgium: Registered & insured shipping with signature €10.50
  • Option in other EU countries: Registered & insured shipping with signature upon request

Can I also return or exchange items?

"We work according to the legal rules as laid down in the Netherlands.
You can therefore revoke your order at any time, without giving any reason, within 30 days of receipt. After you notify us, you have another 14 days to return or exchange your shipment free of charge (within the Netherlands)."
For return or exchange procedures and exceptions, see: this link

Do you also ship internationally?

Yes. Within the Netherlands, this is free for purchases over €30.00. In Belgium and the EU, it's free for purchases over €50.00.

Within the Netherlands, we offer the following shipping options:

  • For purchases of €30.00 or more: free letterbox package shipping with track & trace.
  • For purchases under €30.00: €3.95 for letterbox package shipping with track & trace.
  • Option: Registered & insured shipping with signature €8.50

Within Belgium and all EU countries, we offer the following shipping options:

  • For purchases of €50.00 or more: free letterbox package shipping with track & trace.
  • For purchases under €50.00: €5.95 for letterbox package shipping with track & trace.
  • Option in Belgium: Registered & insured shipping with signature €10.50
  • Option in other EU countries: Registered & insured shipping with signature upon request

Can I also pick up my order somewhere?

For large purchases, you can collect your order (by appointment) from our showroom.

Do you share my information with third parties?

No, we only use your data for our own purposes and do not provide it to third parties.

How are the jewelry pieces packaged and shipped?

- Each piece of jewelry is delivered separately in a beautiful jewelry box.
- A matching gift envelope is included with each jewelry box.
- The entire order is delivered in a sturdy cardboard letterbox package without mention of our website (only Mooye in Zierikzee), keeping the contents confidential.
- For registered shipments, you will receive a package box requiring your signature upon receipt. Here too, the sender is "Mooye" in Zierikzee.
- A packing slip (not an invoice) is included. You will have already received the invoice by email upon payment.

I haven't received an order confirmation, what should I do?

When you place an order with us, you will always receive an order confirmation by email, a payment confirmation after payment, and a shipping confirmation when we ship. If you have not received these, there are 2 possibilities: either you have provided an incorrect email address or the emails are ending up in your spam folder, which we unfortunately have no influence over. Tip: Always check your spam folder before contacting us.

How can I have a piece of jewelry delivered directly as a gift?

If you would like us to send the order directly as a gift, that is no problem.
Please note: Shipping costs are free within the Netherlands, but it's also easy to send a nice gift to someone abroad this way! If you do not want the packing slip to be included, please mention this in the comments field when placing your order.

What happens if I don't pay an order within 1 week?

- If you choose to pay in advance by bank transfer, your order and the ordered
items will be reserved for one week. You will receive a reminder email if payment has not reached us after one week. If payment is not made within one week after this reminder email, your order will automatically be cancelled.

Can you guarantee me that everything is in stock?

For each product, it is clearly indicated whether it is in stock. Should it happen that, for example, due to simultaneous orders of the same item or large quantities per item, this item is suddenly out of stock, we will immediately inform you by email after your order, including the expected delivery date. If you do not accept this new proposed delivery date, an alternative item will be offered in consultation, or your payment will be immediately refunded to your account.
- Jewelry that is out of stock will be indicated on the website with a delivery time.

NB. Gold jewelry and necklaces are custom-made for you and always have a delivery time of 3-6 weeks, depending on the manufacturer/goldsmith.

Are the prices on the website inclusive of VAT?

Yes, every price shown on our site includes VAT in Euros and includes shipping costs within the Netherlands (so no hidden extra costs)!

If I have a complaint, how do you resolve it?

Via this link you will find everything about our complaints procedure.

I placed an order and the payment isn't going through properly.

It sometimes happens that for one reason or another a payment for an order does not go through properly. You can easily resolve this by re-entering your order and completing the payment. We will automatically cancel the "old" order if we see that an identical order is placed.

How do I know when an order will be shipped to me?

Orders placed on weekdays before 4:00 PM will be shipped the same day. You will then receive a shipping confirmation email from us on the day the shipment is dispatched by us.

I want to order, but I'm having trouble entering my email address (it already exists).

If you have previously placed an order with us, you can log in on the right side of the homepage by entering your email address and password (which you received with a previous order). After logging in, you will access your personal page where you can find your previous orders and your address and delivery details (you do not need to re-enter them). You can now order quickly and easily.
If you have lost your password, you can log in on the homepage by just entering your email address and clicking OK, after which you can indicate that you have lost your password. You will then immediately receive a new password by email and can repeat the step.

I'm getting an error message when ordering or can't proceed.

It sometimes happens that you place an order, but an error message appears, or you cannot proceed with your order or payment. This can have many causes, but we will resolve it for you immediately.
1. You can call us, and we will resolve it together.
2. You can email us, and please provide: your name, address details, phone number, email address, and what you would like to order (item number and quantity). We will then process the order for you and send you an email with a payment link. When you open this link, you will go directly to the payment process and can complete your purchase.

I placed the same order twice, but I only want to receive it once!

If we see the same order shortly after one another, we will automatically cancel the oldest order.

I'm having trouble ordering online. Could you do that for us?

No problem. Just give us a call or send an email and we will contact you.

Warranty

"We request that you notify us of a defect as soon as possible after discovery and thus inform Mooye Jewelry within a reasonable period. If, in the opinion of Mooye Jewelry, the product indeed has defects (which are not due to normal wear and tear, misuse, and/or failure to perform maintenance), Mooye Jewelry will repair or replace the product within a reasonable period to be specified by Mooye Jewelry. During this repair, you are not entitled to a replacement product or any form of compensation. If, in the opinion of Mooye Jewelry, repair is not possible, Mooye Jewelry will offer you a comparable replacement product. If this is not possible, Mooye Jewelry will refund the purchase price.

If you do not adhere to the instructions given by Mooye Jewelry and/or the manufacturer, or if you have used the product incorrectly or have not performed maintenance on the product, you are not entitled to any form of repair, replacement, or compensation. The possibility of invoking any form of warranty also lapses if the product has been tampered with. Incorrect use also includes not removing jewelry before exercising or going to sleep.

Jewelry comes with a 3-month manufacturer's warranty from the date of purchase.

My login no longer works

We switched to a new and improved platform in October 2025. Due to privacy and GDPR legislation, we are not and were not permitted to transfer your "old" login details to this new platform. You can now create a new login/registration for this webshop or check out as a guest without a login/registration. We apologize for the inconvenience.