FREQUENTLY ASKED QUESTIONS
SHIPPING AND RETURNS / EXCHANGES
How long will it take to receive my order?
All our pieces are made to order, and will take up to 2 weeks to manufacture and 2-3 working days to deliver if you are in the UAE, and 1 week to deliver internationally. If you’re in a rush, please email us at info@naiagems.com and we will do our best to get it to you sooner.
Where do you ship to and what are the shipping fees?
Shipping within the UAE is AED 50. International shipping is AED 120 (approximately USD 33) and is fulfilled by DHL. Please note that this does not include any customs, duties, and taxes that may be applicable to you based on your delivery address.
What is the returns / exchanges and refunds policy?
Every piece is made to order just for you, so we do not accept exchanges or refunds. If, for any reason, you receive a damaged or defective piece of jewelry, please let us know within 1 week of receiving your order and we will arrange for an exchange provided that we receive the item in the same condition: new, unused and in its original packaging. If there are any issues with your order, please email us at info@naiagems.com.
Is there a warranty period?
Due to our delicate craftsmanship, we offer a 1 year warranty starting from the date the jewelry was delivered. Please note that any damage resulting from misuse, wear and tear or improper care will void this warranty. Any repair requests beyond the 1 year warranty will be assessed on an individual basis and may be at a charge. For more information, please email us at info@naiagems.com.
MATERIALS
What materials are used?
We only use natural gemstones (including natural diamonds) and 18k gold.
ORDERS
Can I make an order by phone or in store?
Orders can only be placed on our website or via direct message on Instagram. We do not have a physical store.
Can I make changes to my order after I have submitted it?
If you need to cancel or amend your order, please contact us at info@naiagems.com with your order number within 48 hours of placing your order. We will do our best to make the change or process the cancellation and will update you along the way.
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