Shipping Policy
United Arab Emirates
Free Shipping
We offer free shipping within the UAE on all orders.
Please note: While we provide free shipping for the initial delivery, all additional shipping costs related to exchanges are the responsibility of the customer. In the case of an exchange, the customer must cover the shipping costs for both returning the item to us and receiving the replacement.
Order Processing & Shipping
- Monday to Friday: Orders placed will be processed and shipped on the next business day.
- Weekends & Public Holidays: Orders placed on Saturday, Sunday, or public holidays will be processed and shipped on the following business day.
- No deliveries are made on weekends or public holidays.
Delivery Time
- Standard Delivery: Takes 1–3 business days after the order is processed and shipped.
- Remote Areas: Delivery times to remote areas within the UAE may vary. We follow Emirates Post’s Remote Area List to determine these locations.
Service Providers
We use different carriers for deliveries within the UAE.
- Note: We use a third-party delivery service. Cash on Delivery is not accepted.
Tracking Information
Tracking details will be sent via once your order has been shipped.
- We do not communicate via Calls, iMessage, or SMS regarding tracking updates.
Estimated Delivery Time Disclaimer
While we strive to meet all estimated delivery times, delays may occur due to unforeseen circumstances such as weather conditions, public holidays, peak shopping periods (including Black Friday season), or logistical issues with the courier. In the event of any delay, customers will be notified as soon as possible.
Courier Communication & Delivery Process
Usually, the carrier will call you if they need to confirm the delivery address. If no confirmation is required, they may proceed directly with delivery to the registered address.
Please note that we cannot guarantee whether the courier will call you before delivery, even though we have shared all the information provided by the customer with them.
Incorrect or Incomplete Address
We are not responsible for delays or failed deliveries due to incorrect or incomplete address information provided by the customer. Please ensure your address is complete and accurate and share your local mobile number when placing your order.
Address Change Policy
Once your order has been shipped, we cannot change the delivery address. If you need to update your address, please contact us before the delivery process begins.
Special Requirements
If you have any special shipping requirements, feel free to reach out:
- 📧 Email: info@kaerajewels.com
Customer Assurance
We are committed to delivering your order promptly and safely. If you experience any issues, please contact our customer service team for immediate support.
Security
We take every precaution to ensure the security and protection of your package during transit.
Claims for Damaged Products
All items are securely packaged, and damage during transit is rare. However, if your item arrives damaged:
- Take clear photos of the packaging and the damaged item(s).
- Email us within 24 hours of receiving the item with the photos attached.
- Notifications received after 24 hours may not be accepted and will be reviewed case-by-case, at our sole discretion.
For full details, please refer to our complete policy here:
https://kaerajewels.com/pages/damaged-items-misuse-policy
Returned Packages
Customers are responsible for providing accurate delivery information and ensuring that their location accepts postal deliveries.
If our delivery partner is unable to complete the delivery after three delivery attempts, and we are also unable to reach you via WhatsApp or email, the package may be returned to us. In this case, the customer will be responsible for covering the cost of reshipping.
We strongly recommend regularly checking your tracking updates and contacting the carrier to follow up on your order and submit any delivery requests.
Thank you for shopping with Kaera Jewels. Your satisfaction is our top priority.
