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Frequently Asked Questions

General

  • Why do you use lab grown diamonds in your jewellery?

    Lab grown diamonds are an environmentally friendly choice – they do not displace communities, wildlife or move tons of earth for exploration purposes.

    Moreover, our lab diamonds are guaranteed conflict-free making them an ethical and future-proof choice for conscious individuals.

  • What diamond quality do you use?

    Our hand sorted lab diamonds exhibit the highest colour (D-F) and clarity grades (VVS-VS).

  • What type of metal do you use?

    We use responsibly sourced 18 karat gold in all our designs. Our designs are made of solid gold with no plating or vermeil to ensure hypoallergenic jewellery. Using 18K gold allows us to create timeless jewellery that not only holds its’ intrinsic value but can be endlessly reinvented and recycled.

    We are currently working on implementing a fully recycled, certified gold collection.

  • Where do you manufacture your jewellery?

    All our products are manufactured in Dubai, U.A.E.

  • Where can I buy your jewellery?

    You can buy our jewellery online via our website and Instagram store. You can also find an exclusive collection at Tryano Store in Abu Dhabi.

    We regularly take part in local popups and semi-annual events so follow us on Instagram or subscribe to our newsletter to keep up to date!

  • Do you create custom orders?

    Yes! We regularly create bespoke or customised jewellery that ranges from simple stud earrings to bridal to men's jewellery.

    If you're interested in customising a piece with us, please fill out this form here.

  • Do you do custom engraving?

    Yes, we offer complimentary engraving on specific items. You will find an engraving option on the product page where you can insert the engraving of your choice.

Orders & Payments

  • What forms of payment do you accept?

    We accept all major credit cards on our website such as American Express, Visa and Mastercard, and Union Pay.

    For local (UAE) orders, we also have a Cash on Delivery option available with a limit of AED 3,500 dirhams.


    For any custom orders above AED 8,000, we prefer to work with bank transfer.

  • Can I cancel an order once it's placed?

    If you have any doubts, you can contact us within 2 hours of placing your order for any necessary changes.

  • Can I pay Cash on Delivery (COD)?

    Yes, we offer Cash on Delivery services for orders with UAE delivery.

    Please note: We cannot accept refunds on COD orders and there is a cash limit of AED 3,500.

  • Can I place an order over the phone?

    For the moment, we only take orders on our website, Instagram, via email or over Whatsapp.

  • Can I track my order?

    Yes, once your order has been dispatched, you will receive an email with your order number and tracking link.

Shipping & Returns

  • Where are you based?

    We manufacture and ship all orders from Dubai, UAE.

  • Where do you ship to?

    We deliver to most countries and territories worldwide.

    Due to certain economic sanctions out of our control, we may not be able to deliver our products to your country.

  • What are your expected shipping and delivery times?

    We aim to dispatch all orders within 7-10 days.

    Local shipments will take 1-2 business days to arrive. International orders will take 3-5 business days.

  • What shipping provider do you use?

    All our orders are shipped using Fedex.

  • What if I don't receive my order?

    We're sure your order is on its way, but if you have any questions please contact us and quote your order number and we'll do our best to sort out the issue.

  • Can I return my order?

    Some items can be returned within 14 days of receiving it. Unfortunately, we cannot accept returns on earrings due to hygiene reasons, or any personalised or custom orders. Please check our return policy for more information.

  • My order arrived and it doesn't fit - what do I do?

    We are happy to fix your jewellery piece if it doesn't fit perfectly.

    Kindly note: We charge an AED 50 administrative fee per item that needs to be resized. We cannot offer resizing for international orders.

    Get in touch here for our resizing service.

  • Do I need to pay taxes and duties on my order?

    If you are making an order that needs to be delivered outside of the UAE, there may be additional charges upon import into your destination country.

    Unfortunately we do not have control over any duties/taxes that will be charged. All countries have different customs policies and so you will need to contact your local customs office to find out if they will charge you any extra fees.

Have a question we didn't answer above?

Please email us at hello@fynejewellery.com.