Frequently Asked Questions

🛍️ Orders & Personalisation

How do I personalise my jewellery?

Simply enter the name you would like on your jewellery when placing your order. Please double-check your spelling before completing your purchase.

Can I enter my name in English?

Yes. If you provide your name in English, we will do our best to transliterate it into Arabic. However, transliteration can vary, so we cannot guarantee the exact Arabic spelling.

Can I change my personalisation after ordering?

You can request a change within 48 hours of placing your order. After this time, production may have started and changes may no longer be possible.

Can I cancel my order?

You can request cancellation within 48 hours of placing your order. After this time, production may have started and cancellation may no longer be possible.

⏱️ Production & Delivery

How long does it take to make my jewellery?

Personalised jewellery takes approximately 15–25 working days to produce.

How long does delivery take?

After production is complete, your order is generally prepared for dispatch within 24–72 working hours.

Estimated delivery times after dispatch are:

UK: 3–5 working days
Europe, USA, Canada & Australia: 4–6 working days
Rest of the world: 4–6 working days

How long will my entire order take?

Your total delivery time includes 15–25 working days for production, 24–72 working hours for dispatch preparation, plus the delivery transit time.

Do you provide tracking?

Yes. Orders are sent using trackable delivery, and tracking information will be provided once your order has been dispatched.

Can delivery take longer than expected?

Yes. Delivery times are estimates and can occasionally be longer due to high demand, courier delays, public holidays or circumstances outside our reasonable control.

Where are orders shipped from?

Your personalised jewellery may be manufactured and dispatched by our production and fulfilment partners, including partners located in China. Orders may therefore be shipped directly to you from the production location.

Will I have to pay customs or import charges?

We generally arrange and cover applicable import, customs or similar charges for deliveries where applicable, so customers should not normally be required to pay these separately. If you unexpectedly receive a customs or import charge, please contact us before making payment.

🔄 Returns & Refunds

Can I return my personalised jewellery?

Because personalised jewellery is made specifically for you, personalised items are generally not eligible for return simply because you have changed your mind once production has begun, where permitted by law.

What if my jewellery arrives damaged or faulty?

Please contact us as soon as possible with your order number and details of the problem. We will assess the issue and provide the appropriate remedy in accordance with applicable consumer law.

What if my jewellery has the wrong personalisation?

If the personalisation differs from what you submitted due to an error on our part, please contact us so we can investigate and resolve the issue.

Can I get a refund?

If you are entitled to a refund under applicable consumer law or our policies, we will process it to your original payment method where possible.

💳 Payment & Orders

What payment methods do you accept?

We accept the payment methods available at checkout. Your available options will be shown before you complete your order.

When will I receive my order confirmation?

You should receive an order confirmation after successfully placing your order. Please check your spam or junk folder if you cannot find it.

I entered the wrong delivery address. What should I do?

Contact us as soon as possible. If your order has not yet been processed, we will do our best to update the address. Once production or dispatch has started, changes may no longer be possible.

Can I change my order after 48 hours?

You can contact us, but we cannot guarantee that changes will be possible once production has started.

💎 Jewellery Care

How should I care for my jewellery?

Wipe your jewellery with a soft cloth after wearing it and store it in a sealed bag or suitable jewellery pouch when not in use.

Can I wear my jewellery in the shower or swimming pool?

We recommend avoiding prolonged exposure to water, chlorine, perfumes, lotions and other chemicals to help maintain the appearance of your jewellery.

Can I sleep while wearing my jewellery?

We recommend removing your jewellery before sleeping to reduce unnecessary wear and tear.

📩 Contact Us

I have another question. How can I contact you?

Our customer support team will be happy to help. Please email us at support@getdawah.com and include your order number if your question relates to an existing order.