When we pick stock for orders it is company policy that we put ourselves in your place, and pick the most attractive ones available. If there are specific requirements, let us know and we will endeavor to select the stock accordingly. If there are any issues, we will get in contact with you.
Where groups of an item are used in a picture, it is to illustrate the range in size or quality. If you want selected quality then you need to specify “Pick” or “A grade”. If you want to get stock at the best price, then it is best to buy unselected by the “Flat” or “Box”.
We are happy to assemble pre-order selections, and will keep these for up to 4 weeks pending payment & delivery confirmation.
We reserve the right to disperse of any pre-ordered/reserved stock once the 4 week holding period has lapsed.
We ship a lot of delicate material all over the world and pride ourselves in our ability get material to you in good condition. If there is a problem it is important for us to be able to find out what the problem is, and correct our procedures accordingly. We like the material we sell, and are disappointed when damage occurs that can be avoided. If something turns up broken or damaged, you must tell us as soon as possible, within 10 days and in writing/email. We will replace, credit or refund as appropriate unless the customer waived these right prior to dispatch.
We stand behind everything we sell. If you are unhappy with part of your order, talk to us about it & tell us why. We need to know clearly what the problem is, and to be able to look out for it on return. As we are generally paying outward carriage, we do ask that you cover the costs of returning the goods in question.
And, please ensure that all returned items are packed well!
We do not have a pay on order “shopping basket” on our website, this is deliberate. We like to talk to our customers about their order & delivery, and make any necessary adjustments before taking payment.
Our preferred payment method is BACS transfer, this has very low overhead for most transfers (for us and for you) and seems more reliable than the post.
Direct bank (wire) transfers (BACS, CHAPS or international) work great to either our GBP£, Euro€ or USD$ accounts, details available on request. Please use the invoice number as a reference. Statements do not always show clearly who sent the money, so we ask that you advise us separately via email, fax or post.
We accept most form of payment: postal orders, cheques (checks), travellers cheques, most credit and debit cards (Mastercard, Visa, Visa Debit, Electron, Maestro & American Express) and Paypal. Cash is to be sent in GB£ or Euro€ by registered post only, and let us know you are sending payment that way, so we can look out for it.
Credit cards are convenient and offer extended terms for the payee – however, we pay charges on all credit card transactions. If processing charges are excessively high we may pass these charges onto the customer (e.g. Euro cheques, PayPal).
PayPal is accepted for payment in GBP£, USD$ or Euro€. Payment should be sent to firstname.lastname@example.org. Due to high fees, PayPal payments attract a 2% surcharge. We pay a % similar to typical credit card transaction fees, and are only asking you to pay the difference. If sending US$ or Euro€, please ask for current conversion rates at checkout. Please ensure that we can identify which order the payment is for – quote the invoice or order number somewhere in the notification.
Likewise, any third party charges from refused payments (e.g. returned cheques / credit card charge backs) or third party (debt agency) collection fees may be passed onto the customer.
Credit accounts are opened on a case-by-case basis, usually after a trial period of 3 successful orders, and after trade references have been checked. Terms are strictly 30 days net, and we reserve the right to review and adjust credit limits and terms. Customers that do not stick to the agreement should expect to have the facility withdrawn or reduced. We may extend larger and/or longer credit terms, on approval of senior management, on a one off basis only.
Overdue accounts will be promptly passed to our debt collection agency.
VAT (sales tax) is charged on all UK sales at the current rate (20%), without exception. European customers who supply a valid Intrastat VAT number, or customers from outside the EU, are not charged VAT on orders we export from the UK.
Customers buying stock from us that they will personally export will be provided with an invoice that will let them reclaim the VAT when the goods permanently leave the country. Most airports and ports have an office that deals with these refunds – please allow time on leaving the country to do this! As you might expect, the Tax Office can be slow processing the paperwork.
We would rather hear the bad news about your order experience than lose your custom. To comment or complain about any aspect of your dealings with us please contact us. Without feedback we have no way of improving our service or procedures. Positive comments are also welcome.
Stones are naturally variable. However, careful grading can ensure that quality, colour and size are fairly consistent over time with more plentiful material. There is always natural variation within a box or lot. Within sealed boxes there are sometimes lesser pieces, but the lower price generally more than compensates for this – We do strive for consistency in all our lines.
Most of the people involved with Moussa are naturally attracted to and have an honest affinity for stones. Our interest in stones is undiminished despite the years we’ve been in the “business”. We believe our stones to be natural objects of beauty, Nature’s Art, manifestations of the cosmic laws of creation. We sell them on that basis. We do not promote any of our products for their metaphysical or ‘healing’ associations. Any views expressed are those of the individual concerned and Moussa is not responsible for any claims made.
Any information we provide should not be regarded as authoritative or “best practice” and should be considered as supplementary or useful information. All information on our web site is updated regularly. We make every effort to ensure the information in this website is accurate and update the website regularly.
We reserve the right to alter our prices and specifications without notice.
Please note- if the description shows in its title “one only” or “one lot only” then the photograph shows the item(s) you will receive. If the description does not show these words in the title – the photograph is intended to illustrate the item type. We did not control the “production process” that formed the stones, they are not man-made. Colour, patterning and texture may all vary; the goods shipped will not necessarily be identical to the photograph. Photographs used are of real life examples from our own stock and as such represent the products available.