Frequently Asked Questions
Need help? We got you covered!
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.