Frequently asked questions

 

About Us

Do you have a retail store?

No, we don’t have a retail store, however we do have a showroom at our manufacturing facility which you are welcome to visit during our opening hours. This setup enables us to cut costs and in return offer you fine jewellery at wholesale prices.

Where are you located?

DMCC, Jewellery & Gemplex. Building # 3, 10th Floor.

Find us on Google Maps

 
 

our diamonds

Am I receiving the best price for my diamond?

Yes, as a member of the Dubai Diamond Exchange we have access to a wide range of diamonds and are able to offer you the perfect diamond at a competitive price.

Are your diamonds certified?

Yes, diamonds above 0.40 carat are certified by international labs such as GIA, HRD and IGI, and are laser inscribed on the girdle with a unique identification number. If you collect the diamond from us, we can show you the the laser inscription under our digital microscope.

Are any of your diamonds treated or enhanced?

No, we only sell diamonds that are a 100% natural.

Are your diamonds conflict-free?

Yes, all our diamonds are purchased from reputable diamond suppliers. We are also members of the Dubai Diamond Exchange who follow the Kimberley Process to ensure the trade of conflict-free diamonds.

Do you sell loose diamonds?

Yes, we have an extensive list of loose diamonds that are available for purchase at competitive prices. See our diamond list.

Why do nearly identical diamonds differ in price?

Diamonds which are identical in their 4C’s (cut, colour, clarity and carat) sometimes have other factors that can cause them to differ in price such as fluorescence, polish and symmetry amongst others.

 
 

our jewellery

Do you create custom designed jewellery?

Yes, we offer a ‘Design Your Own’ service where we customise an item according to your unique needs and budget. We also enable you to collaborate with our drafter in person to ensure the CAD design accurately conveys your envisioned concept.

Do you have ready-made jewellery and samples for viewing?

While most of our items are made-to-order, we also have ready-made jewellery as well as samples which you can view and try on at our showroom.

I like an item on your site but need a small change to be made, is this possible?

Yes, with an in-house manufacturing facility we are able to accommodate just about any type of change. Please contact us to see if your requirement is possible.

Can I see the design before making?

Yes, we use a high-tech 3D designing software and can show you the rendered design before printing and casting it into your desired metal.

What type of metals do you use to manufacture your jewellery?

We use Platinum and 18k White, Yellow and Rose Gold.

Can you remodel my old jewellery?

Yes, we can use the stones and metal from your old jewellery to create a new custom designed item.

I have my own diamond and would like to have it set onto one of your designs, is this possible?

Yes, it is. Kindly contact us or if possible visit us in person along with your diamond as its exact measurements are required to manufacture a flawless design.

What is the difference between 18k gold and platinum?

18k gold is harder and does not dent easily, platinum on the other hand is more malleable but higher in density. Platinum also doesn’t change colour while white gold turns slightly off-white which is why all our 18k white gold comes rhodium plated.

 
 

pricing & Payment

How can I place an order and what type of payment methods do you accept?

A deposit is required upon placing an order which you can make via cash, debit/credit card (Visa or MasterCard) or direct bank transfer. The remaining amount is to be cleared before or upon collection, delivery or shipping of the item(s).

What type of currencies do you accept?

We accept cash payments in UAE Dirhams. Direct bank transfers can be made in Australian Dollars, British Pounds, Canadian Dollars, Euros, New Zealand Dollars, Swedish Kronas, Swiss Francs, UAE Dirhams and US Dollars.

Is your jewellery tax free?

No, our jewellery is subject to the standard 5% sales tax (VAT) of the United Arab Emirates. If you are a tourist, you can get a tax refund upon departure from any Abu Dhabi, Dubai or Sharjah airport. More information can be found here https://www.planetpayment.ae/tourist

Do you offer discounts?

Yes, we offer a 1.5% discount from our listing price if you pay by bank transfer.

 
 

Warranty & ServiceS

Do you offer warranty?

Yes, we offer you a lifetime warranty on your purchase as well as complimentary cleaning and inspection. Our warranty does not cover any damages as a result of normal wear and tear or negligence. For more details please read our Lifetime Manufacturer Warranty.

Can I have my ring resized?

Yes, we offer free ring resizing of +/-2 US sizes for all rings except our full-eternity rings. Making fees for a new ring may be applicable in cases where the difference is greater than 2 sizes.

Can I have my item engraved?

Yes, many of our items can be engraved with your own personalised message (up to 20 characters in length) in block or script font. We offer this service free of charge with any purchase. Please contact us to see whether or not your item can be engraved.

 
 

Shipping & Packaging

Can you ship my item?

Yes, we offer free shipping within the United Arab Emirates. International shipments can be arranged through a courier company at a fee. Customs, duties and taxes levied or charged by your country of residence are your responsibility. To avoid any unexpected charges, please contact your local customs office prior to placing an order.

Do you offer special packaging?

Yes, we package all our diamond jewellery in beautiful white and pink wooden boxes that are embossed with our logo.

 
 

Orders & Returns

How long will it take for my item to be made?

Approximately 10 days from the time the order is placed, however this depends on the complexity of the design. These time frames do not factor in shipping.

Do you have a rush or expedite service?

Yes, certain items are available for expedited production and can be completed sooner than the listed delivery date on our website. Please contact us for more information as time frames may vary by design.

Can I change or cancel my order?

Yes, you may change or cancel your order within 24 hours. This does not apply to orders with certified diamonds as stones are purchased according to each customer’s requirements.

What is your return and exchange policy?

We offer a 30-day exchange. Items with certified stones or those that have been custom designed, modified or engraved cannot be exchanged. For more details please read our Return & Exchange Policy.