Support
Questions,
answered.
Everything you need to know about your order, our jewelry, and how we work.
How long does it take to process my order?
Most orders are processed within 1 to 3 business days (excluding weekends and holidays). Once your order ships, you will receive a confirmation email with tracking information.
Do you offer free shipping?
Yes. All U.S. orders of $100 or more ship free — it is applied automatically at checkout, no code needed. Under $100, standard shipping is a flat $8.00. Express shipping is available on any U.S. order for $15.00. See our Shipping Policy for delivery times.
Do you ship internationally?
Yes! We ship worldwide via DHL Express and USPS (First Class Package International, Priority Mail International, and Priority Mail Express International). Please note that customs duties, brokerage fees, and taxes for international orders are the sole responsibility of the customer.
How do I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. You can use that number on the carrier's website to follow your package in real time.
Can I change or cancel my order?
We begin processing orders quickly, so changes or cancellations must be requested within 1 hour of placing your order. Please email us at mondseecompany@gmail.com as soon as possible and we will do our best to accommodate you.
What is 18k gold filled?
Gold filled is a durable, high-quality alternative to solid gold. It consists of a solid layer of 18k gold that is mechanically bonded to a base metal core, containing significantly more gold than gold-plated jewelry. With proper care, gold filled pieces can last for years without fading, tarnishing, or peeling.
Is your jewelry hypoallergenic?
Yes. All Mondsee pieces are nickel-free and hypoallergenic, making them suitable for sensitive skin — including those prone to reactions from lower-quality metals. See our full guide to gold jewelry for sensitive skin for what actually causes reactions and how to shop around it.
Is your jewelry water resistant?
Absolutely. Mondsee jewelry is designed for real life, beach days and ocean swims included. Our 18k gold filled pieces are built to handle water, salt air, sweat, and everyday wear without losing their shine.
The simple secret to keeping them looking their best long-term is a quick rinse with fresh water after swimming and a pat dry before storing. That is genuinely all it takes. Visit our Jewelry Care guide for the full routine, or our dedicated waterproof jewelry guide for a room-by-room breakdown.
Where is Mondsee jewelry made?
Most of our pieces are handcrafted in Brazil by skilled artisans using high-quality materials. A small number of pieces are made in the USA — each product page lists where that piece is made.
How do I care for my jewelry?
We put together a full guide covering everything you need to know. Visit our Jewelry Care page for tips on wearing, cleaning, and storing your pieces.
How do I find my ring size?
You can measure your ring size at home by wrapping a thin strip of paper around your finger, marking where it overlaps, and measuring the length in millimeters. Compare your measurement to a standard ring size chart. When between sizes, we recommend sizing up. Visit our Size Guide for a full chart.
What necklace length should I choose?
Necklace length depends on your preference and neckline. A 14 to 16 inch chain sits at the collarbone, 18 inches falls just below, 20 inches rests at the chest, and 22 to 24 inches reaches mid-chest or lower. Most of our necklaces include an extender for adjustability. See our Size Guide for more detail.
What is your return policy?
We have a 30-day return policy. You have 30 days after your order is delivered to request a return. Items must be unworn, unused, and in their original packaging. There is no restocking fee; return shipping is paid by the customer unless the item arrived damaged or incorrect. Please visit our Refund Policy page or contact us at mondseecompany@gmail.com to start a return.
Can I exchange an item?
Yes, exchanges are accepted within 30 days of delivery. The fastest way to get the item you want is to return the original item and place a new order once the return is approved.
What items are non-returnable?
For hygiene reasons, earrings and body jewelry cannot be returned once worn or once the seal is broken. Sale items and gift cards are also final sale. Outlet items are final sale — no returns or exchanges.
How do I get in touch with you?
You can reach us at mondseecompany@gmail.com or through the form on our Contact page. Our support team is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, and we typically respond within 24 hours.
Do you offer wholesale or partnerships?
Yes. We work with boutiques, salons, spas and other retailers. Visit our Wholesale page to see how it works and send an application — or email mondseecompany@gmail.com with details about your business or collaboration idea.