shipping and delivery

ONLINE RETURNS


General Conditions Applicable to Returns

Subject to meeting the conditions set out in this Returns and Exchanges section, we offer free-returns policy which allows you to return delivered items to us for any reason up to 7 days after the delivery of your Order, free of charge.


In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 7 days of Order receipt with the following conditions:


  • Items must be unaltered, unused and in full sellable condition (or the condition in which they were received from us or our agents).

  • Items must be in their original packaging/box with Authenticity cards, where provided, should also be returned.

  • The return must be accompanied by the original Order confirmation.


Returns Process

Items can be returned by arranging collection from your delivery address in the UAE by any of the following steps:

  1. Please call us on our UAE number +971 4 3241140 or email us at [email protected]

  2. logging into the My Account/Order History section of the Website.

  3. Contact us through our website here


Refund Process

Refunds will only be processed after completing the Return Process and the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash-handling fees).


Your refund will be processed via the following methods:


  1. Credit Card payments are refunded back to the card used in the purchase.

  2. Cash on Delivery payments are refunded as store credit.

  3. If you choose to pay with multiple payment methods, the store credit amount used will be prioritized and refunded in full, before the remainder of the payment gets refunded via the other payment method used. The refund will be processed in the following order: (i) The full store credit amount used will be credited back to your account, (ii) The remaining amount will be refunded via your other payment method.


Item Return Policies

Damaged Goods and Incorrectly-Fulfilled Orders:

If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 3 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock. If you believe your item is defective, Please call us on our UAE number +971 4 3241140 or email us at [email protected]


Return will be accepted only if the items are in brand-new condition and without any damage to the items or their packaging. Our representatives reassures and records the product quality and condition before any delivery so any item/s returned with scratches, dents, any type of damage and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request. Such damages prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.


Gifted Items

Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.


Exchanges

We are not currently able to offer Exchanges on online shopping. Instead, all items should follow the returns process, and a new Order placed for the replacement items. However we offer exchanges of gifted items if the receiver did not like it. To avail this option, the receiver has to visit our outlet directly with the gifted item and the gift receipt.


We pride ourselves on the highest quality, luxury product at Farah Jewellery. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team between 10am-9:30pm on our UAE number +971 4 3241140 or email us at [email protected]

We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.