At Fire & Ice Moissanite, each piece of jewellery is made just for you — because of this and in accordance with health and safety regulations, we do not accept returns on any jewellery items unless they are faulty.

This includes:

Items that don’t fit or were ordered in the wrong size.

Change of mind purchases.

Sale or discounted items.

Once a jewellery item has left our hands, we cannot guarantee it hasn’t been worn or handled, and for hygiene reasons, it cannot be resold. This policy protects all of our customers and ensures that every piece you receive is brand new and untouched.

Faulty Items

We’re human (though we sparkle like gems), and in the rare event your item arrives damaged or faulty we’re here to help! Please inspect your item upon delivery and contact us within 3 days of receiving your order at fireandicemoissanite@gmail.com, including:

Your order number

Clear photos of the item and issue

A short description of the problem

If the issue is confirmed, we’ll arrange a replacement.

Refunds

If your return for a faulty item is approved and received, you’ll be refunded to your original payment method within 15 business days. Please note that banks and credit card providers may take additional time to process and post the refund to your account.

If it’s been more than 15 business days since your refund was approved and you haven’t received it, please reach out to us at fireandicemoissanite@gmail.com.

Can I cancel or modify my order?

Please Note: All orders are final once placed and cannot be cancelled. Each piece is made especially for you, and once production begins, we are unable to make changes or offer cancellations. Please double-check your order details before confirming your purchase.

Please carefully review our returns, refunds, and exchange policies below before placing your order with Fire & Ice Moissanite. These policies apply to purchases made directly through our website, social media channels (including Facebook, Instagram, and Google), and any affiliated platforms where Fire & Ice products may be sold.

To maintain our strict hygiene standards, all jewellery must be in brand new, unworn condition, and returns will only be considered if the item is genuinely faulty. We reserve the right to request photos and further information to validate any claim.

Fire & Ice Moissanite monitors return activity and reserves the right to decline returns, exchanges, or future orders where misuse of our policies is suspected. All returns and refunds are subject to approval at our discretion.

In the event of a refund, any promotional perks, discounts, or offers associated with the original transaction (including loyalty points or codes used) will be voided or adjusted accordingly.

We may also request proof of identity (such as a driver's license or government-issued ID) to confirm and protect the integrity of our transactions.

We’re a small Aussie business doing big sparkly things — thank you for supporting ethical, made-to-order jewellery that’s as unique as you are.