Fertified Gold & Diamonds
 

FAQ

Most Common General Inquiries

 What is TheJewelleryStore.com?

We are proud to say TheJewelleryStore.com is the only jewellery eCommerce site in the Middle East region which offers a host of options for buyers to purchase the best quality at the most affordable prices.

 Do you have a Physical Store?

No, TheJewelleryStore.com is an online eCommerce site – this allows us to offer you the best value for money, as we don’t have to maintain physical store premises


Diamonds & Jewellery

 What Guarantee and/or Warranty is offered on items sold on TheJewelleryStore.com?

Please refer our Best price Gauarnteed & Quality Policy

 How do I know if a diamond is genuine?

You will not. You need to be an expert and use specialised equipment to make sure a diamond is real. Do not trust ideas like scratching a beer bottle (it may damage the diamond too), thermal conductivity, looking through, comparing weight, etc. If the diamond is accompanied by a certificate, you will know it is real and if it is treated artificially or not.

 Should I get my diamond set in 18 Karat or 14 Karat gold purity?

The choice of metal purity depends upon personal preference.In any circumstances, your diamonds are secured in 18 karat & above metal purity.

 Does all TheJewelleryStore diamond jewellery come accompanied with a certificate?

All diamonds used in our 'Build Your Own' items are accompanied by their original and unique diamond certificate. Certification for items in our 'Diamond Jewellery Collection' are certified by SGL which is an Independant Gemmological Laboratory.We do, of course, assure that all our diamonds are real, natural and "conflict-free".

 Is it important that I buy a diamond that is accompanied by a certificate?

Yes. Buying with a certificate from a recognized authority such as the SGL, GIA or IGI means that your diamond has the credentials to be recognized worldwide as a valuable item. Resale values of diamonds drop drastically when unaccompanied by a certificate. Also, a certificate makes you sure about the authenticity and purity of your diamond.


Shipment & Delivery

 I made my first purchase and received a confirmation Email. What should I do?

Congratulations on your first purchase with TheJewelleryStore.com. Unless prompted, you need not respond unless called by the Customer Service team or asked to specifically. This is to confirm your order and ensure you are able to track your order with the order ID.

 Okay, it’s been more days than mentioned on Delivery Policy and I haven’t received my Order yet! where is it?

5 to 7 working days is the usual timeframe for receiving an item within the Unietd Arab Emirates, bought on TheJewelleryStore.com unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include, but are not limited to; there could be unprecedented volumes in delivery from the courier company or other unforeseen delivery schedule issues, and even at times delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time among other things.

 I am still worried! What if my item gets lost?

There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. For whatever the reason, if an item does get lost you will receive a full refund of your money.

 Okay, but what if I decide after 7 days I don’t want the item, if it was a store, I have up to 30 days, what happens then?

Yes you can - if your item is faulty or has a product defect or not as what you had ordered as it is supposed to - then you can still return it and we will arrange a pickup of the item to be returned to the seller and your money refunded. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre (number listed there) However if there is nothing wrong with the item and you just want to return it, please refer our Refund & Exchange policy.

 I contacted your Customer Services and nothing has happened yet?

Firstly, we apologise for the delay. Every complaint filed or issue sent to Customer Services is logged and remains open until full satisfactorily resolution. However at times due to complexity of an issue it might require longer to resolve. But rest assured that your case or complaint is not ignored and is being worked on.

 Who pays for the shipping charges, when I return an item?

You can return an item for FREE. TheJewelleryStore pays for all the shipping charges and will refund your amount in full. Please refer our Refund & Exchange policy.