Introduction

This policy explains the delivery methods, estimated delivery times, shipping fees, returns, and exchanges applicable to orders placed through our website, social media channels (including WhatsApp, Instagram, and Facebook Messenger), or via email.

This policy forms part of the agreement between you and Dubai Jewel Factory and should be read together with our Terms and Conditions.

Free Delivery Within the UAE

Orders delivered within the United Arab Emirates are generally processed and delivered within 2-4 business days after order confirmation.

For items requiring resizing, such as rings, please allow an additional 2-6 business days for processing.

We offer free delivery throughout the UAE on all eligible orders.

All deliveries require a recipient to be available at the delivery address to receive and sign for the package.

International Shipping

Dubai Jewel Factory proudly ships worldwide using fully insured DHL Express services.

International orders are generally eligible for free shipping. However, due to current airspace restrictions, carrier limitations, and increased logistics costs, a flat DHL shipping fee of AED 250 applies to orders shipped to the following countries:

• Saudi Arabia

• Qatar

• Kuwait

• Bahrain

• Oman

• Israel

• Lebanon

• Iraq

For all other eligible international destinations, shipping is provided free of charge.

All shipments are fully insured during transit and require a signature upon delivery for security purposes.

Delivery times vary depending on the destination country, customs clearance procedures, and local courier operations.

Shipping Restrictions

At this time, we do not ship to:

• Russia

• Iran

We reserve the right to modify shipping destinations, delivery options, and applicable shipping fees without prior notice due to carrier restrictions, customs regulations, sanctions, or operational requirements.

International Customs Duties and Taxes

International shipments may be subject to customs duties, import taxes, VAT, clearance charges, or other fees imposed by the destination country.

These charges are the sole responsibility of the customer and are not included in the product price or shipping fees unless otherwise stated.

As customs regulations vary by country, customers are encouraged to contact their local customs authority for information regarding applicable duties and taxes before placing an order.

Local Pickup

Customers are welcome to visit our showroom and manufacturing facility located at Gold & Diamond Park, near Equiti Metro Station, Dubai, United Arab Emirates.

Local pickup allows customers to view products in person and receive assistance from our experienced jewelry consultants.

Please contact us in advance to arrange a convenient pickup appointment.

Returns and Exchanges Policy

Return Eligibility

Items returned for refund or exchange must:

• Be returned within 14 days of delivery

• Be in their original condition

• Be unworn, unused, and undamaged

• Include the original packaging

• Include proof of purchase

Failure to meet these requirements may result in the return request being declined.

Refunds

We offer a 14-day refund policy on eligible purchases.

Approved refunds will be processed using the original payment method. Shipping charges, logistics costs, customs charges, payment processing fees, and bank transaction fees may be deducted where applicable.

Refund processing times may vary depending on the payment provider.

Exchanges

Customers may exchange eligible items after purchase, subject to product availability and inspection.

Exchange values will be based on the prevailing market value of the returned item at the time the exchange request is processed.

Any difference in value between the exchanged item and the replacement item must be paid by the customer.

Customized and Personalized Items

Customized, engraved, bespoke, made-to-order, or specially commissioned jewelry pieces are non-refundable and non-returnable unless they are found to be defective or damaged upon delivery.

International Returns

For orders shipped outside the UAE, customers are responsible for arranging and paying for return shipping costs.

We strongly recommend using a fully insured and trackable shipping service when returning valuable jewelry items.

If a product is received damaged, defective, or incorrect due to an error on our part, Dubai Jewel Factory will reimburse reasonable return shipping expenses and provide a replacement or full refund as appropriate.

Refunds will be processed after the returned item has been received and inspected.

Right to Refuse Returns

Dubai Jewel Factory reserves the right to refuse any return, exchange, or refund request that does not comply with this policy or where evidence of misuse, damage, alteration, or unauthorized modification exists.

Contact Us

If you have any questions regarding delivery, shipping, returns, exchanges, or international orders, please contact our customer service team. We will be happy to assist you