We strongly recommend checking the condition of the package and ensuring all items are included before signing for delivery. If you find any missing or damaged items, please take photos or videos as evidence and contact our online customer service within 24 hours of receiving the package. We will verify the issue with our warehouse and logistics partner and provide feedback promptly.

Orders are typically processed and dispatched from our warehouse within 2 business days of being placed. During peak sales seasons, such as Black Friday or major promotional events, processing times may extend up to 5 business days.

Currently, we do not offer free exchanges. You may request an exchange through the "Return & Refund" section on our website, but you will be responsible for extra shipping fees. We highly recommend reviewing the product details, including size, weight, and material information, before purchasing. For ring sizing inquiries, feel free to consult our customer service team.

The prices displayed on our website include taxes/VAT.

Available Now: The product is ready to ship from a local warehouse and will be dispatched within 48 hours of purchase, with delivery expected within 2–5 business days.

Reserve Now: The product is en route to the warehouse and may take up to 30 days to arrive. However, most customers receive these items much sooner.

Unfortunately, we do not support split shipments for items within a single order, whether to different or the same address.

Our packages do not include price information. Invoices are sent electronically via email.

At this time, we do not provide additional gift wrapping. However, all our jewelry comes with elegant packaging.

We accept Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay, Shop Pay, and PayPal. For customers in Saudi Arabia and the UAE, we also offer Cash on Delivery (COD). Please see the COD section for details.

If you’ve double-checked your information and the payment still fails, we recommend trying a different browser or device.

The issue might be caused by cached data or cookies interfering with the page loading or payment processing. If switching browsers or devices doesn’t resolve the problem, you can follow these steps to troubleshoot:

1. Clear your browser’s cache and cookies, then reload the page.
2. Ensure your browser is updated to the latest version.
3. Try using a different browser, such as Chrome, Firefox, or Safari.
4. Disable all browser extensions and attempt the payment again.
5. Check your internet connection to ensure it’s stable.

If none of these steps resolve the issue, please contact our customer service team for further assistance. We’re here to help!

If you’re using the Chrome browser, the Apple Pay option may not appear on the payment page. Currently, Apple Pay is fully supported only on Safari. We recommend switching to the Safari browser to access the Apple Pay payment method.

For discounts that meet specific conditions—such as “10% off for purchases over 500 SAR”—these will be automatically applied at checkout. If the system does not combine multiple discounts, it means that two or more discounts cannot be used simultaneously. In such cases, the system will automatically apply the discount with the greatest value.

For promotions that require you to manually input a discount code, only one code can be used per order.

We’re sorry, but the First-Time Users Discount is limited to customers making their first purchase with us. During order processing, we verify the address and phone number provided. Each address or phone number is eligible for the discount only once.

The First-Time Users Discount does not require any manual redemption. If your account meets the eligibility criteria, the discount will be automatically applied at checkout.

Currently, Cash on Delivery (COD) is available only in Saudi Arabia and the UAE.

Yes, COD payments are available for orders with a minimum total of 300 SAR or 300 AED. If your order amount is below this threshold, the COD payment option will not appear during checkout.

For COD orders, the final step is phone number verification. Your order is confirmed only after you receive and input the verification code successfully.

If you don’t receive a verification code due to network or security settings, try resending the code. If the issue persists, contact us via WhatsApp using the phone number linked to your order. Refer to the "Contact Us" section or use the WhatsApp service icon on our website. Our team will assist you promptly.

TBD

If you notify us via WhatsApp before 12:00 AM on the day of your purchase, we will try our best to accommodate address changes. After this time, orders are transferred to the warehouse, and modifications to the delivery address will no longer be possible.

Yes, COD orders are eligible for our 7-day return policy.

Refunds for COD orders will be issued as gift cards of equivalent value, which can be used for future purchases in our store. Gift cards function like cash for store discounts but cannot be redeemed for cash.

Yes, refusing delivery may result in the following fees:

• COD Handling Fee: This fixed charge covers the third-party logistics company’s delivery and payment collection service.
• Original Shipping Fee: If you previously qualified for free shipping and a return reduces your total spend below the free-shipping threshold, the original shipping fee (including delivery to your address and return logistics) will be deducted from your refund.

If an account or phone number has two or more failed delivery attempts, it will be blacklisted from future COD purchases.

TBD

Orders are processed within 2–5 business days after confirmation and dispatched for delivery.

If you notify us before 12:00 AM on the day of your purchase, we will try to accommodate changes. However, once the order status shows "In Transit," modifications are no longer possible.

TBD

Please contact us via the WhatsApp service icon on our website. We will verify the delivery status with the logistics provider and provide a resolution as soon as possible.

You can request a return within 7 days of receiving your order, provided the items meet the following conditions:

1. Earrings: For hygiene reasons, pierced jewelry cannot be tried on. Earrings are packaged in either a transparent box or resealable bag, both sealed with a "raia" tamper-proof label. The label must remain intact to qualify for a return.
2. Rings, Necklaces, and Bracelets: These items come with a protective film or attached product tags. Please ensure the film and tags remain intact and undamaged during trials. Returns will only be accepted if the protective film and tags are in their original, pristine condition.
3. Packaging and Accessories: The original packaging, accessories (e.g., velvet pouches, resealable bags), and any complimentary items (e.g., silver cloths) must be returned in clean, unopened, and undamaged condition.

Upon receiving your return, we will inspect the items. Returns will be deemed ineligible if:

• The tamper-proof label has been broken.
• The protective film has been removed or shows signs of tampering.
• The product tags are damaged.
• There are any other issues that compromise the resaleability of the product.

In such cases, we will not be able to provide you with a refund or exchange, we will no longer send back the items that do not meet the return requirements, and these items will be recycled.

In exceptional cases, we may at our sole discretion, out of a gesture of good will, offer a partial or full refund on the returned item even if it does not meet our refund requirements instead of sending it back to you.

Step1: Ensure the item meets our return standards. See the 7-day return policy for details.

Step2: Visit the "Request for Return & Refund" section in the footer menu on our website.

Step3: Enter your order number and the email/phone number used during purchase.

Step4: Follow the instructions on the page and submit your return request.

Step5: We will review your request within 2–5 business days and notify you of Approval or Decline via email.

Step6: Upon approval, download the prepaid return label included in the email, print it, and wait for a courier pickup. Alternatively, you may choose your preferred shipping provider, with costs covered by you.

Step7: Use the original packaging to secure the item for return to avoid damage during transit.

Step8: Once we receive and inspect the item, refunds will be processed within 3–5 business days if all conditions are met. The exact time for the refund to reach you depends on your chosen payment method.

TBD

Returns are free if the final purchase amount still qualifies for free shipping after the return. Otherwise, a return shipping fee will be deducted from your refund if you use our prepaid label. If you opt for a different shipping provider, you will need to pay for the return shipment directly.

We will notify you of any applicable deductions when approving your refund request. For discrepancies in the refund amount, it could be due to the following reasons:

1. The bank charges a commission fee.
2. The exchange rate has changed compared to that of the payment.
3. The refund is for the actual price paid, not the sale price.

If you receive less than the original amount, you may contact your bank to check the above scenarios.

For online payments: Refunds will be issued back to the original payment method within 1–15 business days after approval.

For COD payments: Refunds will be sent as gift cards within 24 hours of approval.

Jewelry purchased from our store includes a 1-year warranty against non-human-induced issues, such as discoloration, breakage, or gemstone detachment. Damages caused by accidents, chemical exposure, or improper care are not covered.

For damages beyond the warranty period or caused by human factors, we offer repair services at a minimal cost. Please contact our customer service team for assistance.

Customers spending 10,000 SAR/AED, or 2666USD within a year or loading a gift card with the same amount will be upgraded to Premium membership, which includes:

• A 3-year warranty on all jewelry purchases.
• One 20% discount on an entire order during your birthday month.
• Free shipping on one order per month.

For more details, contact our customer service team.