Delivery & Return policy

Every Aquae Jewels piece leaves our atelier insured, beautifully presented, and accompanied by its certificate of authenticity. Here is everything you need to know before and after it reaches you.

Shipping

Delivery time
Orders are delivered within 7–10 business days, including 5–7 business days of production in our Dubai atelier. Engraved and bespoke pieces may take slightly longer; we will confirm the timeline with you directly.

Carriers
We ship worldwide with DHL and FedEx International Priority. Every parcel is fully insured until signed for on receipt.

Tracking
You will receive a tracking number by email as soon as your parcel leaves the atelier.

Delivery addresses
A signature is required on delivery. We are unable to ship to P.O. boxes.

Nothing to pay on delivery
For the United States, Canada, the United Kingdom, the European Union, Switzerland, Saudi Arabia, Qatar, Kuwait, Bahrain and Oman, the price you see includes all taxes and customs duties. We handle customs clearance on your behalf, so there is nothing further to pay when your parcel arrives. For other destinations, any duties are calculated at checkout or collected on delivery, and this is made clear before you confirm your order.

Returns

14 days to change your mind — on pieces bought at full price
You may withdraw from your purchase within 14 days of receiving it, without giving a reason. Simply write to us at contact@aquae-jewels.com.

Free returns
Returns cost you nothing. We provide a prepaid, insured courier label for the return.

Condition
Pieces must be unworn, unused and returned in their original packaging, with their certificate of authenticity. Please send them back within 14 days of telling us you wish to cancel.

Refunds
Your refund is issued within 14 days of us receiving the piece, to the payment method used for the purchase.

Sale and promotional purchases
Pieces bought at a reduced price or during a promotional period — including Black Friday, seasonal sales, private sales, and any offer applying a discount code or price reduction — are not eligible for a refund. Within 14 days of delivery they can be exchanged or credited as a store credit for the amount paid, provided they are unworn and in their original packaging. Where a statutory right of withdrawal applies to your order (for example in the European Union or the United Kingdom), that right prevails.

What cannot be returned
Personalised, engraved and made-to-order pieces cannot be returned or exchanged, as they are created for you alone.

Gulf countries
Orders delivered to the United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Bahrain and Oman are not eligible for a refund. Within 14 days of delivery we offer instead a store credit for the full amount, valid on aquae-jewels.com, or an exchange for another piece. The piece must be unworn and in its original packaging.

Warranty & Aftercare

Five-year warranty
Every Aquae Jewels creation is covered for five years against manufacturing defects — in every country, and including pieces bought during a sale or personalised for you.

Complimentary care
Repairs, polishing, resizing and repairs for accidental damage are all provided free of charge on request. Your piece returns to the hands that made it.

Speak to us directly

Call or WhatsApp us: +1 929 706 3031

Our team is on hand for any question about your order, a delivery, a return or a repair. You can also email us at contact@aquae-jewels.com.

Full terms are set out in our Terms and Conditions of Sale.

Delivery

Each Aquae Jewels creation is handcrafted to order in our Dubai atelier. Production time is typically 7–10 business days prior to shipment.
We offer complimentary, fully insured express worldwide shipping, excluding regions not serviced by our logistics partners.
Orders are shipped via DHL or FedEx International Priority.
Estimated delivery time is 3–5 business days, depending on your location.
A tracking number will be provided once your order is dispatched.
A signature is required upon delivery to ensure secure receipt.
All shipments remain fully insured until signed for.
Customs duties and taxes are transparently calculated at checkout and handled by our logistics partners. Please note that duties and taxes are non-refundable once paid, in accordance with local regulations.
In the rare event of a delivery issue, loss, or delay, our team will ensure a prompt resolution, including replacement or refund where applicable.
All pieces are delivered in our signature Aquae Jewels packaging.
For any assistance, our team remains at your disposal:
WhatsApp: +1 929 706 3031
Email: contact@aquae-jewels.com

Returns and Exchanges

Returns and exchanges are available within 14 days from the date of delivery confirmation.
Eligible items may be returned for a refund, exchange, or store credit.
Please note that customs duties, taxes, and any related import charges are non-refundable once paid, in accordance with local regulations.
Items must be unused, unworn, and returned in their original packaging.
All returns and exchanges are subject to quality inspection prior to approval.
To request a return or exchange, please contact us by email. We will provide return instructions and arrange courier collection where applicable.
Exchanges follow the same process — simply indicate your preferred replacement item.
Personalized, engraved, and made-to-order pieces cannot be returned or exchanged.
During promotional periods, including Black Friday, seasonal sales, or exclusive offers, refunds are not available — only exchanges or store credit will be offered.
Order modifications or cancellations are possible within 24 hours of purchase, provided production has not yet begun.

Refund Policy by Region

For your region, eligible returns are accepted for refund or exchange within 14 days from the date of delivery confirmation.
Customs duties, taxes, and any related import charges are non-refundable once paid.

Warranty & Repair Services

Every Aquae Jewels piece is covered by a 5-year warranty against manufacturing defects.
Complimentary repairs are provided for any craftsmanship-related issues.
Additional services, including re-polishing, resizing, or repair of accidental damage, are available upon request.
To arrange a repair or assessment, please contact our Customer Care team.

Additional Information

All shipments are fully insured until delivery is confirmed by signature.
We maintain complete transparency on pricing, materials, and logistics at every stage.
Our team remains available to assist you at any time:
WhatsApp: +1 929 706 3031
Email: contact@aquae-jewels.com