FAQ & Help Centre

About the stones

Is moissanite a real stone?
Yes. Moissanite is silicon carbide, a genuine crystal. It is not glass and it is not plastic. It was first identified in a meteorite crater and is now grown in a laboratory, which is why it costs a fraction of what a mined diamond costs.

Is moissanite the same as a diamond?
No, and we will never tell you it is. It is a different mineral with different optical behaviour. Moissanite has a higher refractive index, about 2.65 against a diamond's 2.42, so it throws more coloured flashes. Many people prefer that. Some prefer a diamond's cooler, whiter return. It is a matter of taste, not quality.

Will it pass a diamond tester?
Most handheld testers measure thermal conductivity, and moissanite conducts heat similarly enough to a diamond that basic testers read it as diamond. Dual testers that also measure electrical conductivity will distinguish the two. We mention this because people ask, not as a selling point.

Will it cloud or scratch?
Moissanite sits at 9.25 on the Mohs hardness scale. It holds its polish against collars, seatbelts, keys and desks. It will not go cloudy with age. Cubic zirconia, at around 8.5, will dull over a year or two of daily wear, which is the practical difference between the two.

What is the difference between your moissanite and zircon options?
Where a listing offers both, moissanite is the harder, livelier and more expensive stone, and it is the one covered by the GRA certificate. Cubic zirconia is softer, less fiery and cheaper, and it is a sensible choice for a gift or a layering piece you are not going to wear every day. The product page states which option the certificate applies to.

Metals

What are your pieces made of?
925 sterling silver or stainless steel, depending on the piece. Both resist tarnish far better than plated brass and neither discolours skin.

Is the gold real gold?
Our gold finishes are 18k plating over sterling silver or steel. We describe them as plated everywhere on the site. We do not sell solid gold and we do not imply that we do.

Will it turn my skin green?
No. That reaction comes from copper in brass alloys. We do not use a copper base metal.

Certificates

What is a GRA certificate?
A grading report documenting the stone's cut, carat, colour and clarity, supplied in the box with the piece. It matters most on an engagement ring, which is the piece most likely to be looked at closely, asked about and insured.

Do all pieces come certified?
No. Certified pieces carry a certification note on the product page. Where a listing offers a cubic zirconia option alongside moissanite, the certificate covers the moissanite only.

Orders and delivery

How long will my order take?
Dispatch within 1 to 3 business days, then 8 to 25 business days for delivery depending on destination. Full estimates are on our shipping page.

Will I pay customs charges?
Possibly, depending on where you live. Import duty and local tax are set and collected by your own country, not by us. See the shipping page for detail.

Can I change or cancel my order?
Email us within 12 hours of ordering and we can change or cancel it. After dispatch it has to go through the returns process instead.

Returns and sizing

What if the size is wrong?
Sizing exchanges are free within 30 days of delivery. You cover postage to us, we cover postage back. Our sizing guide has measuring instructions for rings, chains and bracelets.

What is your returns window?
30 calendar days from delivery, on unworn pieces in their original packaging.

Care

How do I clean it?
Warm water, a drop of washing up liquid and a soft toothbrush. Rinse and dry with a soft cloth. That removes the film of skin oil and product that dulls a stone, which is almost always what people mistake for the stone losing its shine.

What should I keep it away from?
Chlorine, bleach, perfume applied directly onto metal, and ultrasonic cleaners if the piece is plated. Take pieces off before swimming or the gym. Store them dry and separately rather than loose in a dish, because stones scratch metal.

Still stuck

Email frostandfacets@gmail.com with your question or your order number. A person reads it and replies within one business day.