Frequently Asked Questions

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Moissanite

What is moissanite?

Moissanite is a lab-created gemstone that is known for its incredible brilliance and fire, closely resembling a diamond but at a more affordable price. It’s incredibly durable, ranking 9.25 on the Mohs hardness scale, making it perfect for daily wear.

How is moissanite different from a diamond?

Moissanite is often mistaken for diamond due to its similar appearance, but it has more fire and sparkle than a diamond, thanks to its higher refractive index. While diamonds are a natural stone, moissanite is lab-created, offering a more ethical and cost-effective alternative.

How should I care for my moissanite jewelry?

To keep your moissanite sparkling, clean it regularly with a soft cloth and mild soap solution. Avoid exposing it to harsh chemicals or extreme temperatures. When not in use, store your jewelry in a safe, dry place to prevent scratches.

Shipping & Payments

When will my order ship?

We aim to get your pieces to you as quickly as possible. Orders are processed and shipped within:

Priority Shipping: Within 24 hours

Standard Shipping: Within 48 hours

How long does shipping take?

U.S. Priority Shipping ($15): Arrives within 5 business days

U.S. Standard Shipping (Free): Arrives within 7 business days

International Shipping ($20): Most orders arrive within 2–4 weeks

Please note that international orders must clear your country’s customs, which may cause occasional delays beyond our control.

Can I track my order?

Yes. As soon as your order ships, you’ll receive a tracking link via email.

Which Payment Methods Do You Accept?

Ellis & Brooke accepts the following payment methods for purchases:

• All major credit cards, as shown at checkout

• PayPal: if you do not have an account yet, you can create one while shopping with us

• Apple Pay, Google Pay, Samsung Pay

Please note that your billing address must match the address on your credit card statement.

Refunds & Returns

Do you offer refunds?

Yes, we offer a full refund if you’re not satisfied with your purchase within 60 days of receiving it.

Can I exchange my item for something else?

Absolutely. If you’d like to exchange your piece for a replacement or a different item, you’ll need to cover the cost of shipping it back to us. We’ll take care of the shipping cost to send your replacement.

What should I do if my item is damaged, defective, or incorrect?

Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item (such as the wrong charm or a missing piece), contact us right away so we can evaluate the issue and make it right.