FAQs
General Questions
Can I customize my order?
All our products offer the option to customize your size & gold color. While, many others also offer shape & personalisation customisation.
How do I make sure I order the correct size?
We strongly recommend that you know your size prior to ordering.
- Rings: You can check out our RING SIZING CHART for instructions on how to accurately measure your ring size.
- Bracelets: Check out our WRIST SIZING CHART for instructions on how to accurately measure your wrist for our bangles and bracelets!
For any other questions, you can reach out to us at info@kayaajewels.com & we’ll be happy to assist.
Can I get a certificate of authenticity?
All Kayaa creations are third-party lab-certified & you will receive a product certificate along with your order.
Shipping
Why hasn’t my order been shipped?
Be sure to check the product page for production time associated with your Kayaa creation! In stock items will be processed within 3 business days. Made-to-order items have custom timelines mentioned on the product page. Once ready, you’ll receive shipping confirmation(s) via email where you can find your DHL tracking number!
How soon will I receive my order once it ships?
Orders ship using DHL Domestic Express across the UAE. Once shipped, you should receive your order in 1-2 business days.
International Orders
International Orders are processed through DHL Express. Once shipped, you should receive your order in 5-7 business days.
Prices and shipping fees for international orders include Import Duties, Customs Duties and Value Added Taxes (VAT). Kayaa Jewels is not responsible for Customs-related delivery delays.
Returns & Exchanges
What is your return/exchange policy?
Returns can be initiated within 14 days of the delivery date. When initiating a return, you can choose a refund or an even exchange of the same item in a different size or color.
In order to be eligible for a return, the product must be sent with all tags attached, unaltered, and the item must be in brand new, unworn condition. Returns are subject to inspection and approval by the Kayaa Jewels team. Final sale items will be noted on the product page and in your cart prior to checkout.
Please note that a return shipping fee of 40 AED will be deducted from the refund amount for all domestic orders.
For international returns, the shipping fee of 80 AED along with any Duty, VAT or Import/Export charges will be deducted from the final refund amount.
How do I process the return?
Process the return from your Kayaa profile, if you face any issues then please email us at info@kayaajewels.com with the order details and we’ll schedule a pick up for you.
I’ve received a gift, can I exchange / return it?
We are happy to accommodate gift exchanges! To start this process, please contact us on info@kayaajewels.com. Unfortunately we are unable to give a refund for a gift item. However a credit note (valid for one year) can be given against the gift amount for future purchases.
What if my item arrives damaged?
If your piece arrives damaged, please contact us at info@kayaajewels.com immediately within 24 hours of receiving your package.
Exclusions
Please note that all personalised pieces (letter, name & engraved items), items marked final sale, are final sale with no exception.
How do I take care of my Kayaa Jewels?
Click here for a full guide to care for your Kayaa Jewels.