Terms & Conditions

Conditions

By using this website (the "Website" at www.austenblake.ae), you accept these Terms & Conditions ("Terms"), which form a binding agreement between you and Neve Jewels FZCO. Please read them carefully and print a copy for your records. We recommend checking these Terms regularly for updates.

We may amend these terms at any time without notice. Changes will be effective immediately upon posting on the website. Material changes will not affect confirmed Orders. Your continued use of the Website after changes constitutes acceptance of the revised Terms.

Last updated: November 26, 2025

Nothing in these Terms excludes, restricts, or modifies your rights under Federal Law No. 15/2020 on Consumer Protection, Protection of Personal Data (PDPL), or any other applicable law that cannot be excluded.

Definitions

"Company" means Neve Jewels FZCO, a free zone company trading as Austen & Blake, registered at Gold Tower-4C, Jumeirah Lake Tower, Premise No. 393-15174-3, Dubai, UAE, with Trade License Number DMCC-968128, which is a wholly-owned subsidiary of Neve Jewels Limited (UK, Company Number 06453160).

"Group Companies" means Neve Jewels FZCO, its parent company Neve Jewels Limited (UK, Company Number 06453160), it’s fellow subsidiaries and related entities of Neve Jewels Limited as defined under Federal Law No. 32 of 2021 on Commercial Companies.

"Order" means a confirmed purchase of Products.

"Products" means jewellery and related items sold via the Website.

"Website" means www.austenblake.ae and its associated pages and content.

"Website Content" means any information, text, images, photos, design, files, software, music, sound, and video available on the Website.

Company
Trade License Number: DMCC-968128
VAT Registration Number (TRN): 104944533900003
Gold Tower-4C, Jumeirah Lake Tower, Premise No. 393-15174-3, Dubai, UAE

Agreement

These Terms govern your access to and use of the Website www.austenblake.ae and its content, including any information, text, images, photos, designs, files, software, music, sound, and video ("Website Content"), provided by Neve Jewels FZCO. Your continued use of the Website after any changes constitutes your acceptance of the updated Terms.

Use of Website

• Austen & Blake grants you a non-exclusive, revocable license to use the Website, but you shall not amend or modify any Website Content.
• You shall not exploit the Website Content (or any part thereof) for any commercial use or purpose except as specifically agreed with Austen & Blake in connection with the services provided through the Website.
• You are granted a non-exclusive and revocable right to create a hyperlink to the Website provided that such link does not portray Austen & Blake or any services provided in connection with Austen & Blake in a false, misleading, or offensive manner or claim any association with Austen & Blake.
• You shall not use any Austen & Blake logo, design, or trademark or any other intellectual property right belonging or licensed to Austen & Blake in connection with the aforesaid link without the express written consent of Austen & Blake.
• Austen & Blake reserves the right to make changes from time to time to the Website Content.
• If you submit any user-generated content (such as reviews or comments), you grant us a non-exclusive, royalty-free license to use, reproduce, and display such content on the Website.
• You must comply with all applicable laws when using the Website, including UAE Federal Law No. 15/2020 on Consumer Protection, Dubai Law No. 9/2021 on Consumer Protection in the Emirate of Dubai, Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL), and any other applicable UAE federal or local laws.

Intellectual Property Rights

• All intellectual property rights in the website and website’s content are owned by us or our licensors. Your use does not grant ownership rights.
• You may not publish, broadcast, retransmit, distribute, disseminate, sell, circulate, or otherwise make available any part of the Website Content to any third party without the express written consent of Austen & Blake.
• Any copy you make of any part of the Website Content must retain any copyright or other intellectual property notices contained in the original material together with an acknowledgment that such material is the property of Austen & Blake or its Licensors.
• You acknowledge that some parts of the Website Content may be subject to other intellectual property rights reserved by Licensors and notwithstanding any other provision in these Terms, you acknowledge that no sub-license is granted to you by Austen & Blake in respect of any such intellectual property rights except to the extent necessary to give effect to your rights as expressly set out in these Terms.

Liability

• We will use reasonable endeavours to ensure the accessibility of the Website but such accessibility cannot be guaranteed at all times. We will not be liable for any restrictions, interruptions or delays except where caused by our intent or gross negligence or breach.
• You acknowledge that we do not make any representation or warranty (whether express or implied) that any Website Content is free of viruses or harmful components and Austen & Blake accepts no responsibility or liability for the same.
• To the extent permitted by law, our total liability for claims arising from these Terms, the Website, or Products is limited to the price paid for the Products. Nothing in these Terms excludes or limits our liability for( death or personal injury caused by our gross negligence or wilful misconduct, fraud or fraudulent misrepresentation, Defective products under UAE Federal Law No. 18/1993 on Product Liability) or Any liability that cannot be excluded under UAE Federal Law No. 15/2020 on Consumer Protection, Dubai Law No. 9/2021 on Consumer Protection in the Emirate of Dubai, or any other applicable law of the land.
• Austen & Blake's total liability for any defective product or service will be subject to Federal Law No. 15 of 2020 on Consumer Protection. If any product is found to be defective within the warranty period, the consumer is entitled to a refund, replacement, or repair as per the law. Liability for personal injury or damage caused by defective products shall not be excluded where UAE law provides protection.
• Austen & Blake does not bear any liability arising out of any defects from any design if any adjustments, alterations, or any other modifications have been carried out to the products by any third person who is not authorized by Austen & Blake, except where such liability cannot be excluded under UAE law.
• You must observe and comply with all the applicable regulations and legislation, including all necessary customs, import, or other permits to purchase from our website. The importation or exportation of the products displayed on the website may be prohibited by certain national laws. We make no representation and accept no liability in respect of the import or export of the products you purchase, except as required by applicable consumer protection laws.
• To the fullest extent permitted by Laws of the United Arab Emirates, Austen & Blake is providing this website on an "AS IS" basis and makes no warranty of any kind either express or implied with respect to this website or its contents, except for the non-excludable guarantees under Federal Law No. 15 of 2020 on Consumer protection. We reserve the right to change any information, price, or content and improve the website at any time without any notice.
• We reserve the right to change information, prices or content without notice, but material changes to confirmed orders will be notified.

Nothing in these Terms and Conditions shall limit or exclude Austen & Blake's liability for any liability, which cannot be limited or excluded by law. Consumers retain their statutory rights under Laws of the United Arab Emirates, including rights under the Consumer Protection Act and other applicable legislation.

Privacy

• Your privacy is important. We comply with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL) and applicable Dubai regulations.
• By using the Website, you agree to our Privacy Policy at https://www.austenblake.ae/privacy-policy, which explains how we collect, use, disclose, and protect your personal data in accordance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL) and applicable Dubai regulations.
• We may collect personal data (e.g., name, email, phone, Emirates ID, payment details) for Orders, newsletters, marketing, or customer services, based on your consent, contract necessity, or legitimate interests (PDPL Art. 5).
• As a direct subsidiary of Neve Jewels Ltd (UK), we may transfer your data to our UK parent company for group-wide purposes (e.g., order processing, analytics, and compliance). Such transfers are conducted with appropriate safeguards, including standard contractual clauses where required.
• You have rights including access, rectification, erasure, and objection. Data is processed on lawful bases such as consent or legitimate interests, and retained only as necessary (e.g., for marketing, customer behaviour analysis and order fulfillment). For full details on purposes, recipients, and your rights, see our Privacy Policy
• You may contact our DPO at [email protected] in case of queries/complaints.
• You may also lodge a complaint with the UAE Data Protection Authority (via the Ministry of Artificial Intelligence, Digital Economy and Remote Work Applications).

Collection of Personal Data

• We collect personal data, such as name, email address, phone number, Emirates ID (if provided), and payment details, when you fill out a form on the Website, place an Order, sign up for a newsletter, or use our services.
• This personal data will only be used for the specific purposes it was collected for (e.g., order fulfilment, customer support, marketing with consent), and may be shared with our Group Companies (including our UK parent company, Neve Jewels Ltd) for those purposes, subject to appropriate safeguards and our Privacy Policy.
• We are 100% committed to protecting your privacy and security and we totally appreciate and respect how important privacy is. We will strive to ensure that your data is not used for any other than aforementioned by us or by the third parties engaged by us.
• Please refer to our Privacy Policy at https://www.austenblake.ae/privacy-policy for full details on how we and Group Companies handle your data in compliance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL), including details on accessing or correcting your data, overseas disclosure (if any, e.g., to our UK parent company), data security measures, and how to make a complaint.

Governing Law

• These Terms and Conditions do not affect your statutory rights under UAE Federal Law No. 15/2020 on Consumer Protection or Dubai Law No. 9/2021 on Consumer Protection in the Emirate of Dubai.
• If any provision of these Terms and Conditions is prohibited by law or found by a court to be unlawful, void, or unenforceable, that provision shall, to the extent required, be severed and rendered ineffective without modifying the remaining provisions. This shall not affect the validity or enforceability of the other provisions or the Terms as a whole.
• These Terms, the Website, its content, and any Contracts shall be governed by and construed in accordance with the laws of the Emirate of Dubai and applicable UAE federal laws. Any dispute not resolved through the normal complaints procedure shall be resolved exclusively in the courts of UAE subject to the exclusive jurisdiction of the courts of Dubai.
• If you have a complaint, please contact us first. We aim to resolve disputes amicably.
• For consumer complaints, you may contact the Dubai Department of Economy and Tourism (DET) at www.dubaidet.gov.ae or 600 54 5555 or Ministry of Economy (MOEC) at www.moec.gov.ae or 800 1222.
• For data protection concerns, you may contact our Data Protection Officer at [email protected] or lodge a complaint with the UAE Data Protection Authority (via the Ministry of Artificial Intelligence, Digital Economy and Remote Work Applications).

Orders

Orders placed on www.austenblake.ae will be subject to acceptance in accordance with the terms and conditions.

• On placing the order and checking out, you are making an offer to accept the goods at the stated price subject to the terms and conditions.
• On acceptance, we will send you an Order Receipt that will have all your order details agreed upon by you at the time of placing the order. However, such Receipt will not be treated as a binding contract and the order will not be treated as 'accepted' for the following reasons:
• Payment not authorized;
• Partial payment pending;
• Products out of stock;
• Error on the website with respect to the stated price amount;
• Order being cancelled.

Your contract to purchase is not complete until we send you an e-mail of order confirmation within 5 working days from the date of receipt of order. If your order is not confirmed, any payment made will be refunded promptly.

Once confirmed, the order is binding, subject to your statutory 7-day right of withdrawal under Dubai Law No. 9/2021 on Consumer Protection in the Emirate of Dubai (applicable to online/distance purchases), except for personalised or bespoke Products (e.g., engraved rings, made-to-order designs). If your order is not confirmed, any payment made will be refunded promptly.

Delivery and Collection

• As a made-to-order company, most of our products are subject to a manufacturing time. This is normally between 2-3 working weeks and 3-4 working weeks if your item is bespoke.
• Available Now applies only to products featured in the ‘Available Now’ category which are subject to statutory consumer rights.
• For Products which are marked as ‘Available Now’ will be delivered within 3-5 working days.
• All efforts will be made to dispatch and deliver the products within the stipulated timescale; however, delays could be inevitable due to unforeseen circumstances.
• This does not affect your statutory guarantees of 7 days withdrawal or 2 year warranty.
• If a delay in your delivery should occur, we will keep you updated on your order status and provide a new delivery date. Under laws of the United Arab Emirates, you have the right to cancel the order if the delivery is delayed beyond 30 days without any additional charges.
• We will not be held responsible for any loss you may suffer on account of late delivery or cancellation of your order. You can contact us if you have any questions regarding your delivery issues.
• Any item purchased with an option of in-store pick up by the customer, has to be collected within 90 days from when it arrives in-store. Any order not collected within 90 days will be automatically cancelled and subjected to a 30% restocking fee of the full order value. Restocking fee reflects costs; waived if our fault or during withdrawal. Restocking fee reflects costs; waived if our fault or during withdrawal.

U.S. Customs Clearance Additional Requirements

For shipments entering the United States, U.S. Customs and Border Protection (CBP) requires the identification of the Ultimate Consignee—the party receiving the imported goods. Customers importing goods to the U.S. may need to provide a Social Security Number (SSN) for individuals. This information ensures compliance with U.S. customs regulations and facilitates timely clearance of your order.

As of August 29, 2025, the suspension of the de minimis exemption requires all shipments, regardless of value, to undergo formal customs entry, which may involve additional documentation, duties, and taxes. We strongly recommend registering your SSN or EIN with CBP in advance or working with a licensed customs broker to avoid delays. Neve Jewels is not responsible for delays, additional costs, or shipment returns due to incomplete or inaccurate customs documentation provided by the customer. For assistance, please contact our customer support team or visit www.cbp.gov for more information on U.S. customs requirements.

Pricing & Payment

• We take the payment at the time the order is placed; the merchant bank for security purposes will verify the card details.
• We accept all major credit cards and debit cards like MasterCard, Maestro, Visa, Switch, and Delta. You can also place an order over the phone by calling our UAE toll-free number.
• The prices shown are inclusive of VAT and packaging to comply with transparency rules under UAE VAT Law and Dubai Law No. 9/2021 on Consumer Protection.
• Products are not shipped until and unless complete payment is received for the order placed.

Anti-Money Laundering and Payment Restrictions

For cash payments of AED 55,000 or more (including banknotes or cash equivalents) in a single transaction or linked transactions, we are required under UAE Federal Law No. 20/2018 on Anti-Money Laundering (Article 15) and Cabinet Decision No. 10/2019 to verify your identity before completing the purchase.

You must present a valid government-issued photo ID, such as:

• Emirates ID
• Passport (with valid UAE visa for non-residents)
  We may also request proof of address (e.g., utility bill or tenancy contract less than 3 months old) for enhanced due diligence.

Your personal information will be:

• Collected and stored securely solely for AML compliance;
• Retained for 5 years after the transaction (Article 17);
• Processed in accordance with UAE Federal Decree-Law No. 45/2021 on Personal Data Protection and our Privacy Policy;
• Not used for marketing without your separate consent; and
• Reported to the UAE Financial Intelligence Unit (FIU) if suspicious activity is detected.

We may also disclose your information to our UK parent company for group-wide compliance reporting (cross-border transfer under UAE Data Protection Law).

If you do not provide valid identification, we reserve the right to decline the cash payment. This does not affect your statutory rights under UAE Federal Law No. 15/2020 on Consumer Protection (2-year warranty).

If you have questions about this process, please contact our Data Protection Officer at [email protected].

Complaint & Queries

For any complaints or additional queries, please contact our customer service team who will assist you further on (800638222) or contact us.

Mobile Message Service

• The Austen & Blake mobile message service (the "Service") is operated by Neve Jewels FZCO. Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”).
• We may modify or cancel the Service or any of its features without notice. We may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
• We and the group companies will only send SMS/text messages with your express consent in accordance with Federal Decree-Law No. 45 of 2021 on Personal Data Protection (PDPL). By opting in to Austen & Blake’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of the Company and Group Companies through your wireless provider to the mobile number you provided.
• We and Group Companies comply with PDPL, ensuring lawful processing, identifying ourselves as the sender in every message, and providing a functional unsubscribe facility.
• You are solely responsible for all charges and fees associated with SMS/text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply.
• By consenting to Austen & Blake’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Austen & Blake through your wireless provider to the mobile number you provided even if your mobile number is registered on any state or federal Do Not Call list.
• We and our related companies (including our UK parent company) will process your phone number in accordance with UAE Federal Law No. 45/2021 on the Protection of Personal Data (PDPL). Your data will not be used for marketing without consent and may be disclosed overseas (e.g., to our UK team) as outlined in our Privacy Policy.
• You may opt-out of the Service anytime by texting STOP to in reply to one of our branded texts or clicking the unsubscribe (‘OPT OUT’) link. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device unless initiated by you.
• We may change any short code or telephone number we use to operate the Service at any time. Any messages including STOP or HELP requests you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages. To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
• SMS messages are subject to our Privacy Policy. We comply with UAE Federal Decree-Law No. 34/2021 on Combatting Rumours and Cybercrimes.

Jewellery Promotion

Customers are eligible for a 10% discount on all made-to-order jewellery by using the promotional code LOVE10 at checkout. This promotion excludes loose diamonds, and additional product exclusions may apply.

This promotion cannot be combined with any other discounts, promotional codes, or applied retroactively to previous purchases. The offer is subject to availability and is void where prohibited or restricted by law. Promotional discounts cannot be sold, exchanged, copied, transferred, or redeemed for cash. In the unlikely event of a dispute, the decision made by Neve Jewels Ltd. (www.austenblake.ae) shall be considered final. Neve Jewels Ltd. (www.austenblake.ae) reserves the right to amend, modify, cancel or withdraw this promotion at any time without notice.

Holiday Delivery Information

During peak periods, we recommend placing your order well in advance to ensure availability and avoid potential disappointment.

Each of our products is clearly labelled with its estimated delivery time on the corresponding product page. The majority of our pieces are made to order by our expert craftspeople. Standard made-to-order items typically require 2–3 working weeks for production, while bespoke items generally require 3–4 working weeks.

While we make every reasonable effort to produce and deliver your order within the stated time frames, please note that these are estimated and not guaranteed. Factors beyond our control—such as courier delays, adverse weather, or supply chain issues—may occasionally affect delivery times.

If you have any questions or concerns regarding your order, please contact our Customer Care Team on 800638222, who will be happy to assist you.

Discount exclusions

Promotions exclude loose diamonds and gemstones. Bespoke orders are not eligible for discounts or promotions. Promotion cannot be combined with any other discounts, promotional codes or applied retroactively to previous purchases. The offer is subject to availability and is void where prohibited or restricted by law. Promotional discounts cannot be sold, exchanged, copied, transferred, or redeemed for cash. In the event of any dispute relating to a promotion, Neve Jewels Ltd.'s decision shall be final, except where prohibited by applicable law. Nothing in these Terms affects your statutory rights. Neve Jewels Ltd. (www.austenblake.ae) reserves the right to amend, suspend or withdraw any promotion where reasonably necessary, subject to applicable law.

Gift cards

Gift cards are not physical products and are delivered electronically through email. They are redeemable in-store and online. Gift cards are valid for 24 months from the date of purchase. Gift cards cannot be replaced or refunded if lost or stolen. Gift cards cannot be returned or exchanged for cash, except where required by law. In the event that a purchase made with a gift card is returned, the original card will be credited. Discounts, promotional codes or coupons cannot be used to purchase gift cards.

Price Match Offer

At Neve Jewels, we’re committed to offering our customers the best possible value. Our price match policy ensures you can shop with confidence, knowing you’re getting a fair price for a comparable product.

1. Eligibility Criteria

• We will price match any comparable product offered by a retailer that operates both online and has a physical retail presence.
• We do not price match against Ebay, Amazon, marketplace platforms, or private sales.

2. What Qualifies as a Comparable Product

• Certified Natural Diamonds:
  We will match any natural diamond that has a valid certificate number (engraved on the girdle).
• All Other Products:
  To qualify, specifications will need to match exactly, and clear evidence and links are required to verify price match i.e., design, gemstone, weight, colour, clarity, cut grade, stone shape, and metal type.

3. Price Match Conditions

• The competitor’s price must be the full, regular retail price.
  • Discounted, promotional, clearance, or sale items are not eligible.
• The price must be publicly visible and verifiable (a link or official quotation is required).
• Prices must be in the same currency.

4. Exclusions

We will not price match:

• Retailers in administration, liquidation, or outlet stores.
• Transactions using Interest-Free Finance, Amex, or corporate cards.

5. Process & Discretion

• All in-store price matches need to be approved by the manager.
• Fast-track production may not be available on price-matched orders.
• No other promotional codes or discounts may be applied in conjunction with a price match.
• Neve Jewels reserves the right to refuse a price match based on objective criteria listed above.

6. Time Frame & Accuracy

• Once a price is verified and matched, it will be honoured for 24 hours.
• This guarantee applies only before purchase. If you’ve already bought a product, our standard 30-day return policy still applies.
• The guarantee does not apply in the event of pricing or typographical errors by either party.

7. General

• This does not affect your rights under UAE Federal Law No. 15/2020 on Consumer Protection and Dubai Law No. 9/2021 on Consumer Protection in the Emirate of Dubai.
• Promotions and offers may be updated or extended at our discretion. Please refer to the website for current terms.

Returns & Refunds

The customer is only eligible for Returns and Refund if he/she fulfils the following conditions:

• Engraved items cannot be returned for credit or exchanged.
• Bespoke and special orders are not eligible for return or exchange.
• Resized items are not eligible for return or exchange.
• Eligible products must be returned within 30 days after reception, unworn, and in pristine condition.
• Products bought via distance sales can be returned within 14 days. You may notify us to cancel the order. (Exclusion- Personalised products).
• Products must be returned with the original tag attached or alongside the product.
• All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 days to be processed.
• Customers have 30 days to reject faulty goods.
• Our 30 days return policy supplements your 7 days withdrawal or 2-year warranty rights under Dubai Law No. 9/2021 and UAE Federal Law No. 15/2020.
• Any diamond that falls out of the ring or is lost will not be covered under our return policy and no replacement will be guaranteed. We strongly advise you to get the jewellery insured to protect yourself against such mishaps. Our advice to you is to inspect your item as soon as it arrives, and notify Austen & Blake of any defect or damage. If you find any issues please contact us.
• For non-conformity, remedies include repair, replacement, price reduction, or termination. There is no strict time limit provided you notify us within a reasonable time after discovering the issue. This complies with UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021.

The jewelry sold at discount prices cannot be replaced at the same discounted price.

The delivery costs for returning the product will be the customer's sole responsibility and will only be refundable in the event that there is a manufacturing fault with the product.

Note: Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Austen & Blake is not responsible for damage or loss during shipment. These terms comply with the UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021, ensuring your rights to return, repair, or replace defective goods are fully protected.

A warranty period of 02 years is mandated by law in UAE depending on the expected lifespan of the item.

Your consumer rights are not affected by our commercial warranty.

Damaged and Used Items

• If your package or item delivered arrives damaged, please refuse the delivery and/or contact us within 24hours or within a reasonable time if later is justified under the CRA.
• Returned merchandise must be unworn and in pristine condition. Items showing obvious signs of wear or alteration by a jeweller other than Austen & Blake will not be accepted. Products must be returned with the original tag attached or alongside the product. All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 days to be processed.
• Any item repaired, resized, or engraved by a third party not registered with or approved by Austen & Blake jewelry workshop will void the manufacturing warranty.
• Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Austen & Blake is not responsible for damage or loss during shipment.
• All earrings must be returned unworn to be eligible for an exchange.

These terms comply with the UAE Consumer Protection Law (Federal Law No. 15 of 2020), ensuring that consumers' rights to return or exchange damaged goods are fully protected.

Ring Resizing

Resizing is an additional paid service and does not affect your statutory rights under UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021.

Getting the size of your ring right can be a complicated matter. We do offer resizing options depending on your ring type and complexity. Worn items can be resized except full eternity rings. Refer below for the resizing process and additional information. Our team is always available to help if you have any questions regarding the size of your ring.

Our team will assess feasibility and notify you of the exact cost in advance before proceeding. This does not affect your statutory rights under UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021. If the need for resizing is due to a manufacturing defect on our part, the service will be provided free of charge.

Engagement and Diamond Rings:
For plain bands, non-diamond or non-gemstone set rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after reception of the item.

For any resizing exceeding two sizes, we will charge a fee of 277 AED.

For diamond-set or gemstone-set engagement rings (including custom-made rings), items must be assessed in order to ensure whether they can be resized, or whether they need to be remade. In both cases resizing will be complimentary up to 2 sizes up and down, anything above 2 sizes will incur a minimum charge of 277 AED.

Eternity Rings:
Full eternity rings: Due to the nature of the setting, full eternity rings cannot be resized and must be replaced within 30 days of receipt. This price will depend on the cost difference between sizes with a minimum charge of 277 AED. Please contact our team to discuss alternative options for your ring.

Half & ¾ eternity rings:
Due to the nature of the setting, all half and ¾ eternity rings must be assessed in order to ensure whether they can be resized or whether they will need to be remade for which costs will apply. This price will depend on the cost difference between sizes with a minimum charge of 277 AED.

Wedding Rings:
For plain bands, non-diamond or non-gemstone set wedding rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after receipt of the items. For resizing exceeding two sizes, we charge a fee of 277 AED. All rings will be assessed by our team prior to confirming the price.

Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting will allow a resizing.

Custom-made rings:
We offer complimentary resizing for up to two sizes up or down within 30 days of receipt provided that a resizing is possible. For a resizing exceeding 2 sizes we charge a fee of 277 AED. Upon receiving your request, our team will assess if the resizing is possible and discuss it with you. Depending on the complexity of your ring, the resizing may result in additional costs that shall be borne by you. This also applies if the ring has to be made anew from scratch if it cannot be resized as desired. You will be informed about any additional costs in advance. It will then be clarified whether the size change should be carried out.

Replating

To maintain the white gold whiteness of your jewellery through the years, your ring might need to be replated. We do offer Rhodium plating along with cleaning and polishing for a fee of 237 AED. Please contact our team for more information.

Complaints and Disputes

If you have any issues with your order or our service, please contact us. We aim to acknowledge your complaint within 5 working days and provide a full response within 28 days.

Force Majeure

We are not liable for delays or failure to perform due to events beyond our reasonable control (e.g., natural disasters, strikes, supply chain disruptions, government actions).

We will notify you as soon as possible and take reasonable steps to minimise the impact. This does not affect your statutory rights under UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021.

Severability

If any provision is invalid or unenforceable, it will be severed without affecting the rest of these Terms.