FAQ's & Help

What if I don't know my ring size?

Use the Chat to contact one of our assistant, they will gladly help you find the right size for your ring! You can also check our quick guide on how to measure correctly your . Send us your measurment in cm or mm at info@medusajewel.com and we will get back to you within 24-48 hours or you can view our size chart.

What if I order the wrong size? 

We offer quick and easy exhanges. Contact us at info@medusajewel.com with your name and order number to start the exchange.

I need help placing an order.

If you are having trouble placing an order and haven't found the solution to your problem on this FAQ page, please contact our customer service at info@medusajewel.com However, please make sure to read our FAQ in order to speed up the process, as the solution to your troubles might just be between the FAQ lines.

I see it says all pieces are handmade and have a processing time of 4-8 weeks, what does that mean?

Processing time 4-8 weeks means that once you place your order, it takes 4-8 weeks for your item to be made and then shipped with DHL express. All of our pieces are handmade in our studio. This do not apply to ready to ready to ship items.

I would like to cancel my order.

Unless you order one of our Ready to ship pieces, you are free to cancel your order if it has not been processed yet. Please note that you will have a limited window to amend or cancel your order on the Ready to Ship pieces. To cancel your order please contact us at info@medusajewel.com with your order number. You will receive a confirmation email that your order has been canceled.

When can I expect my order to be delivered?

Our current production time is 4-8 weeks. After the item is made it is then shipped with DHL express and can be delivered within 2-5 business days. For more details on Shipping and Delivery timeline read the shipping policy's page.

Can I engrave my ring?

Yes of course! We offer free engraving on all our wedding bands. Please note that only rings with a wider band like the wedding bands can be engraved. We can not offer engraving on our other rings due to the width of the band. Please conctact us before placing an order to know if your ring is eligible for engraving.

What shipping courier do you use?

We work with DHL Express for all our deliveries over 150$. Any sterling silver or gold filled item is sent with our National Post with priority airmail – tracking number included.

Will I be charged tax for my order?

Buyers are responsible for all customs fees, taxes, or receiving fees incurred. Buyers are responsible for knowing and abiding by any import restrictions to their country. As customs vary from country to country, we are unfortunately not able to advise on these charges, so we would recommend contacting local customs office for more information if you are unsure, before placing your order. Inside the European union there is no customs tax. For the U.S it depends from state to state, usually between 2 and 5%, but please research this field to avoid any inconveniences. 


How much import tax will I need to pay for my ring?

As customs vary from country to country, we are unfortunately not able to advise on these charges, so we would recommend contacting local customs office for more information if you are unsure, before placing your order.

Inside the European union there is no customs tax. For the U.S it depends from state to state, usually between 2 and 5%, but please research this field to avoid any inconveniences.

How do I return an Item?

To return or exchange your jewellery, please read the below instructions and exceptions carefully.

You have to email us at info@medusajewel.com with your name and order number and we’ll arrange for the return of your jewellery. Please read our Policy's pages to get further informations.

We’ll email you back within 24-48 hours and explain how to return the items to us.

Your jewellery must be returned in the same condition as when purchased, unmodified, and with all the packaging and tags attached. Returns are subject to our Refund Policy.

Can I cancel an order before dispatch?

You will be able cancel your order before it has been dispatched. In that case please email us via our contact page or at info@medusajewel.com. Please have your order number at hand, as you will need it to cancel the order.

What is the payment method for refunds?

We’ll always issue a refund to the same tender you used when buying your jewellery from us. (This could be a credit or debit card, PayPal, bank transfer or another payment method)

Damaged or Defective item

If for any reason you receive a damaged or defective item then we will of course immediately replace it or repair it for free. Or, provide a refund if that is your preference.