Customer Care
We're here to help you with all your jewellery needs.
Contact Information
Contact us
Call or message us using the verified contact options shown here.
Shipping & Delivery
Delivery Times
Shipping Features
- Free UAE shipping on all orders; international shipping quoted separately
- Full tracking provided on every shipment
- Signature required upon delivery
- Discreet, luxury packaging on all orders
- Express delivery available upon request
Import duties and taxes may apply for international orders. These are the responsibility of the recipient and vary by country and order value.
Lifetime Warranty
Every Al Zahra piece is protected by our comprehensive lifetime warranty. We stand behind the quality of our craftsmanship and materials unconditionally.
What's Covered
- All defects in craftsmanship and materials
- Stone tightening and re-setting
- Complimentary re-polishing
- Rhodium plating (where applicable)
- Minor repairs related to workmanship
- Complimentary annual inspections
What's Not Covered
- Damage from misuse or accidents
- Theft or loss
- Unauthorised repairs or modifications
- General wear and tear beyond normal use
- Damage from chemicals or harsh conditions
Refunds & Cancellations
We understand that circumstances change. Our refund and cancellation policy is designed to be as fair as possible while reflecting the handcrafted, made to order nature of our jewellery.
Before Production
Review
Contact us promptly so we can review the order status and committed costs.
Production Started
Order Dependent
Availability depends on work completed, materials and confirmed terms.
Bespoke Approved
Restricted
Custom pieces are generally not cancellable once approved and in production.
To initiate a cancellation, please contact us via WhatsApp or email as soon as possible. We will review the order and confirm any available cancellation or refund outcome in writing.
Frequently Asked Questions
What are your shipping options?
UAE shipping is free on every order, with no minimum spend. International shipping requires an exact destination quote before payment. Every shipment is fully tracked and requires a signature upon delivery. Express delivery is available upon request — please contact us via WhatsApp to arrange.
Do you ship internationally?
Yes. We ship to all countries globally. International orders are shipped via insured courier with full tracking. Delivery times vary by destination: UAE 1–3 business days, GCC 3–5 business days, Europe & UK 5–10 business days, rest of the world 7–14 business days. Import duties and taxes are the responsibility of the recipient and vary by country.
What is your return policy?
Eligibility depends on whether an item is ready to ship, made to order, bespoke, personalised, defective or incorrect. Please review our Returns & Exchange Policy and contact us before sending any item back.
What is your refund and cancellation policy?
Contact us promptly if you wish to cancel. Availability depends on the order type, production stage, materials committed and confirmed payment terms. Bespoke, custom and personalised orders will generally not be cancellable once design approval is given and production begins.
Is there a lifetime warranty?
Yes. Every Al Zahra piece is protected by our comprehensive lifetime warranty, which covers all defects in craftsmanship and materials for the lifetime of the piece. This includes complimentary inspections, minor repairs related to workmanship, stone tightening, re-polishing, and rhodium plating. Damage caused by misuse, accidents, or unauthorised repairs is not covered. To make a warranty claim, contact our team with your certificate of authenticity.
Can I resize my jewellery?
Yes, we offer complimentary ring resizing within 60 days of purchase (up to 2 sizes). Some designs may not be resizable due to their construction. Please contact us to discuss your specific piece. Resizing requests after 60 days are available at a modest fee.
How long does it take to make a custom piece?
Most standard made to order pieces are prepared for dispatch within approximately 7 working days. More complex or customised pieces may require approximately 7–10 working days. Bespoke timelines are confirmed after design, CAD approval and stone requirements are finalised.
What materials do you use?
Al Zahra Jewellery works with both natural and lab grown diamonds, as well as natural and lab grown coloured gemstones, selected according to each design, specification and client preference. Available precious metals and grades depend on the piece and selected specification.
Do your pieces come with a certificate of authenticity?
Yes. All Al Zahra pieces come with a certificate of authenticity detailing the materials, specifications, and where applicable, the edition number (for Limited Edition pieces) and the artisan who crafted it.
Can I see my piece before it is made?
For custom and bespoke orders, we provide a detailed 3D CAD model for approval before production begins, allowing you to review proportions, measurements and design details and request adjustments before final production. For selected bespoke projects, a physical silver prototype can also be produced where appropriate, allowing the scale, fit and overall form of the piece to be reviewed before it is crafted in the final precious metal.
How should I care for my Al Zahra jewellery?
Store pieces separately in soft pouches or the provided box to prevent scratches. Avoid contact with chemicals, perfumes, and cosmetics. Remove jewellery before swimming, bathing, or physical activity. Clean gently with a soft, lint-free cloth. We recommend professional cleaning and inspection every 6–12 months — this is complimentary for all Al Zahra clients under our lifetime warranty.
What happens after I submit my order?
After you submit your order request through our website, our team will contact you within 24 hours via WhatsApp, phone, or email to confirm the specifications of your piece, discuss any customisation details, and answer any questions. We will then send you a secure payment link to confirm your order. No payment is taken through the website.
Do you offer consultations?
Yes. We offer both in-person consultations by appointment and virtual consultations via video call for clients worldwide. Our consultations are complimentary and are a great way to explore options, get expert advice, and begin your bespoke journey. Contact us via WhatsApp or phone to book.
What payment methods do you accept?
Use the secure payment methods displayed at checkout. We show a payment method only after its merchant integration is enabled. Custom orders may have a separately agreed payment schedule, which we confirm before you commit.