Frequently Asked Questions

Login and Account Related Information:

1. Is it necessary to have an account to shop on

You’re welcome to browse any time without an account.  Once you decide to place an order, you’ll need to set up an account to provide us with the details needed to process your order. With an account you can enjoy a personalized shopping experience, including recommendations, quicker checkout, and a shareable wish list.

2. I need to make some changes; can I edit the details of my account and/or change address, name and password?

Of course you can. Log-in to your account and you can do most edits yourself except things like Email ID which requires you to contact the Customer Service Team

3. I have forgotten my account password. What can I do?

All you need to do is go to the Login page, enter your username or registered email and click on “Forgot.”  We will send you an email with instructions for resetting your password.

 Contact us:

 1.  I filed my complaint and contacted your Customer Services and nothing has happened yet?

 Firstly, our sincere apologies if there is any delay. Every customer complaint is logged in our database and will 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.

Store locations:

1.  Do you have a Physical Store?

Yes we do.  We have 36 locations in select hypermarkets throughout the GCC. Please click on the Store Locator Tab to get a full list of our locations.


1.  How do I know my order has been confirmed?

 You will receive an email from as soon as your order has been logged and we receive payment authorization.  The email will contain all the details of your order. Please do not reply to the confirmation email.  If you have any problem, please contact our Customer Service Team at

2.  Can I order a product that is 'Out of Stock?

All the items currently displayed on are in stock and ready to be shipped to you.  To enquire about ordering an item that is not displayed on our website, please contact our Customer Care Team.

 3.  How do I cancel an order?

 That’s no problem.  You can cancel your order online any time before the order is shipped.  We will refund the entire amount of your order. You can track the status of your order online using the transaction number provided. Unfortunately, we are unable to cancel an order once it has shipped.

 4.  How can I cancel items in my order?

 You can change or remove an item from your order any time before it ships. We will send you an email confirmation as soon as we receive your revised order.


1.  I have made the payment and received the confirmation on mail/SMS. What should I do?

Once you received the confirmation from our side, we will deliver you the desired item with in 7days of confirmation date. You can also track your transaction online with your transaction reference number.

 2.  It’s been 3 to 7 days and I haven’t received my order yet. Where is it?

Our usual lead time is 7-10 business days for receiving an item bought on however, delays might occur for a variety of reasons.

Your shipment status is updated under the FEDEX status update, allowing you to track it each step of the way to your door. Your purchase on is secure and it’s our aim to provide you with the best shopping experience and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre (number listed there). We’re always here to help you.

 3.  What if my item gets lost in transit?

Please contact our Customer Care Team if you believe your order has been lost in transit. There’s no need to worry. All shipments are insured. We will trace your order and take the necessary steps to get your item to you.  In the event that we are unable to locate your shipment, will contact you to discuss sending a replacement or giving you a refund. 

 4.  It been over 10 business days now, when my goods will be delivered?

First, please accept our apologies. We take our promised delivery times very seriously and make every effort to contact you in advance of any anticipated delays. Unfortunately, there may be circumstances beyond our control, such as delays with the courier company. You can check the status of your order online by clicking on “Fedex Status Update.”  You can also contact our Customer Care Team.

 5.  Why is the Courier Company calling me?

It must be to arrange a delivery if you are a buyer. Please respond to all such calls in a timely manner so as not to cause a delay in your order. Also please make sure you are available at the agreed time and location confirmed with the courier company to arrange either pick-up or receipt of your order

 6.  Can I buy and have items delivered to a country that is outside the ones where is located?

Yes. Currently we ship to countries as specified on the website. Unfortunately, we cannot ship outside of these countries at this time, but we are growing and look forward to serving more countries soon.

 7.  How can I get free delivery?

Unfortunately all the delivery is chargeable as per shipping agent.

 8.  What are the delivery charges?

Delivery charges vary based on the items selected and your location. During checkout your delivery charges will be automatically calculated and displayed on your order.

 9.  What is the estimated delivery time?

Please refer our shipping policy in the policy section.

 10. Why does cannot ship to my area?

Currently we are targeting for certain locations, hence we will provide the shipment only to those locations. Probably in future we will add more shipping locations.

 Returns and refunds:

 1.  What’s return policy?

Please refer to our return policy section on our website

 2.  I've returned my item. How soon will I receive my refund?

Please refer our return policy section on our website

 3.  How I can return the goods and get the refund?

You can approach our Customer Service Team through the Contact Us page or refer our return policy in return and refund policy section

 4.  This isn’t what I bought?

Contact our Customer Care Team.  They will correct the situation and get a replacement out to you.

 5. What if I decide after 3 days that I don’t want the Jewellery piece?

If there is nothing wrong with the piece and you just want to return it, please note that it will not be possible for us to accept the returns. However you can still try to fill up the return form and we will decide based on our return and refund policy.

 6.  Do I get the full amount returned/refunded to me for a Returned item?

Shipping fees will be deducted from the refund amount, but you will receive a refund for the balance. If you received the incorrect item, an item is damaged in transit, or is defective; you will be refunded the shipping fees.

 7.  Can I get the replacement of any item?

At the moment we do not offer replacements however you can still return an item. Please see our return policies for that.

 8.  I bought a finger ring from but it is the wrong size and/or color.

You can approach our Customer Service Team through the Contact Us page or refer our return policy in return and refund policy section

 9.  I bought something from you that were delivered more than 30 days ago. Can I still return it?

 Please refer our return policy section on our website

 10.  When are returns not possible?

 At, we guarantee that you’ll be delighted with every item you order from us.  However, we cannot accept returns on custom orders. Also, returns may not be accepted if the return request is made after 7 days; or if the item is not returned in original condition, with original packaging and any freebies or accessories that were included.


 1.   What Guarantee and/or Warranty available for items sold on

 Please read the offer note for each item listed carefully to understand the warranties/guarantee available on the selected item.

 2.   If the items what I bought for is not the genuine one?

 Each and every item offered on is from verified sources and is sent to you with certification.

 General questions:

 1.   Why do you sometimes ask for a copy of my credit card and/or an Identification Card such as a Passport copy?

This is for your protection as much as ours, to ensure that on the credit card used to place an order on is genuinely the card of the actual buyer and not related to a lost, stolen or fraudulently used card. In effect it is an extra layer of verification as part of our secure shopping environment.

  2.   I can see a charge on my account that I don't recognize. How can I find out what it is?

 These issues are handled by your card issuer bank. We request if you can call their call center to understand.

 3.   I have still not received the refund to my bank account. Why?

 If you received an email confirming your refund request, please rest assured your refund is being processed.  Please allow 10-15 days for the refund to appear in your account. If it has been more than 15 days, please contact our Customer Care Team. We’ll gladly help.

 4.   Are there any hidden costs ?

No, at our website we don’t have any hidden cost/charges.