What courier do you use for deliveries?
We use FEDEX and DHL to send most of our international orders.
We use EMS or JTL to send most of our orders in egypt.
How long does it take for home delivery?
Egypt : within 3 – 5 business days.
International : 4 – 8 business days.
Please note : international shipments can have slight delays due to customs , in the rare case that your order takes over than 2 weeks please contact us directly through our email.
I placed an order on Friday for next day delivery, why did I not get it until Tuesday?
Our cut off point is 4pm, Saturday to Friday. Any order placed after 4pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.
I haven’t received a dispatch email/email confirmation?
We don’t send a dispatch email , but you may track your order through our order tracking tab. Your order number will show up once you place an order through our website.
Can I collect from a local store?
We don’t have a local store yet , we’re online platform untill updated.
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently ( Friday is off ) .
Can I track my item?
Egypt shipments :
Yes. once you place and order , your tracking number will show up and you may use these numbers to track your shipment through our order tracking tab.
For international shipments :
You will get tracking number once the shipment dispatch from egypt , you may use these numbers to track your order through DHL or FEDEX website depending on which courrier we will choose for your shipment and we will inform you.
Please visit: www.dhl.co.uk/en/express/tracking.html for International orders.
Can someone else sign for my delivery?
Yes , If you let us know.
Do I have to pay Customs & import charges if I live outside of the EU?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The customs department of my country have asked me for further information. What should I do?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.
I'm new, how do I order?
Kindly use the search or the menus to navigate to the items you need or go to shopping all jewelry category. Once you have found your piece, check the fitment information to confirm it is the correct piece for you. If in doubt feel free to call or email our experienced customer service team.
Once you have finished shopping simply add it to cart then proceed to the checkout, choose the method of shipping / billing you would like and fill all your information including name , phone number , email and address. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +2 0109 – 288 – 4615 to place a telephone order.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Which credit cards do you accept?
In Egypt : we only accept cash on delivery.
International : We currently accept payment processed through paypal.
What currencies can I use?
How do I apply a promotional code?
You can add a valid promotion code in the basket or checkout page.
Can I use a different payment method?
Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Do your prices including VAT?
All our online prices include VAT.
Do you offer a VAT discount to non EU customers?
Customer’s ordering from outside the European Union can contact us via telephone, live chat, or e-mail and quote the order reference number. Our customer services team will go through the process to remove the VAT off of their order.
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Can I have an update on my order status?
You can get an update on your order status through our order tracking tab.
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
Why you dont offer gift wrapping ?
Handmade jewelry is hard to be gift wrapped because we’re using natural gemstones and some of them can be fragile , so we have to secure your package very well to avoid broken items.