Shipping Policy

Last updated: 21 October 2025

Harmony Jewelers (“Harmony”, “we”, “us”) ships fine jewelry securely, discreetly, and fully insured. This Policy explains options, timelines, verification, and how we handle exceptions.

1) Service Coverage

Domestic (UAE): All seven emirates.
Click & Collect: Boutique pickup at Ground Floor, Marina Mall, Abu Dhabi.
International: Select destinations on request (subject to customs, sanctions, and insurance coverage). Contact us before ordering.

2) Shipping Options & Typical Timelines

A. UAE Deliveries (Free, insured)

Standard Insured Courier: 1–3 business days after payment and verification.
Expedited (when available): 1–2 business days (fees may apply).
Same-Day Abu Dhabi City: On request for in-stock items confirmed before 1:00 pm; subject to availability and fee.

B. International Deliveries

Insured Express Courier: 3–7+ business days after export clearance. Timelines vary by destination, customs, and peak seasons.

Business days: Sunday–Saturday per mall/courier schedules (public holidays may extend timelines). Delivery estimates begin after payment is captured and any required verification is completed.

3) Order Processing & Cut-Off Times

Processing window: Orders received before 12:00 pm Gulf Standard Time (GST) are typically processed the same day; later orders process next business day.
High-value orders: We may perform KYC/anti-fraud verification (see §6). Processing begins once verification is completed.
Pre-orders / Made-to-order / Resizing: Add 5–20 business days (or as quoted) before dispatch.

4) Click & Collect (Boutique Pickup)

Choose Boutique Pickup at checkout (free).
Wait for the “Ready for Collection” notification.
Bring photo ID and order confirmation. For third-party pickup, provide written authorization plus the collector’s ID.
We will hold items for 10 calendar days from the ready date; after that, we may return the item to vault storage and re-schedule collection.

5) Packaging, Insurance & Discretion

All shipments are fully insured until you sign for delivery or collect in boutique.
We use discreet outer packaging with no jewelry references.
Certificates (e.g., GIA, SwissLab), invoices, and accessories are packed securely. Please retain outer packaging until you confirm satisfaction.

6) Payment Security & Order Verification

To protect customers and comply with risk controls:

We may request ID verification and/or proof of address for high-value orders or mismatched billing/shipping details.
We may contact you via your registered phone/email for a brief verification call.
Orders we cannot verify may be cancelled and refunded.

7) Address Requirements & Changes

UAE: Provide a physical address with building name/number, area, and active mobile number for courier contact. (Courier delivery to P.O. Boxes is not available.)
Changes: We can amend the address before dispatch only. Once shipped, any reroute is subject to courier approval and may incur a fee or delay.
Delivery windows: Couriers deliver during local business hours. Missed deliveries may be re-attempted or held at a collection point.

8) Tracking & Delivery Confirmation

You’ll receive a tracking link once the parcel is in transit.
Adult signature on delivery is required. If no one is available, the courier will reattempt or arrange pickup; storage fees may apply after a set period.

9) International Shipping, Customs & Duties

We ship internationally to select countries where insurance and lawful transport of precious goods are supported.
Duties, taxes, brokerage, and customs fees at destination are your responsibility and are non-refundable by Harmony.
Customs inspections may open parcels; this is outside our control and may extend delivery times.
We reserve the right to decline export to restricted destinations or sanctioned individuals/entities.

10) Pre-Orders, Backorders & Split Shipments

Pre-orders / Backorders: We will provide an estimated dispatch date; timelines can change due to stone sourcing or certification.
Split shipments: We generally ship complete orders together; on request, we can split (additional shipping charges may apply).

11) Loss, Damage, or Tampering

At delivery: If the parcel looks damaged or tampered, refuse delivery if possible and contact us immediately.
After acceptance: Keep all packaging and take photos of the outer box (labels), inner packaging, and item; contact us within 24 hours.
We will open a carrier investigation; refunds or replacements are issued after the claim is resolved with the insurer/courier.

12) Refused or Missed Deliveries

If you refuse a non-damaged shipment or miss multiple attempts, the parcel may return to Harmony. We can re-ship (additional postage/insurance fees apply) or process a return per our Refund & Return Policy (change-of-mind terms and exclusions apply).

13) Items with Certificates & Documentation

Third-party certificates (e.g., GIA, SwissLab) are part of the product. For returns/exchanges, they must be sent back undamaged. Lost certificates may incur a lab replacement fee and extend processing times.

14) Force Majeure & Delays Outside Our Control

We are not liable for delays caused by events outside our reasonable control, including but not limited to: customs holds, weather, civil unrest, strikes, pandemics, carrier network disruptions, or governmental actions. We’ll take reasonable steps to reduce impact and keep you informed.

15) Restricted & Special Destinations

Certain addresses (e.g., PO Boxes, military zones, free-zones requiring special permits) or countries under sanctions/export restrictions may not be serviceable. Contact us to confirm feasibility before ordering.

16) Title & Risk

Risk transfers to you upon delivery to your address (signed handover) or upon boutique collection.
Title to goods passes only after full payment is received and cleared.

17) Shipping Fees

UAE: Complimentary standard insured shipping.
Expedited / Same-Day / Redelivery: Quoted at checkout or by our team.
International: Quoted individually (based on destination, insurance, and value).

18) Contact & Support

Questions about delivery or special handling?

Phone: +971 (2) 491 6100
WhatsApp: +971 54 584 8399
Email: [email protected]
Boutique: Ground Floor, Marina Mall, Abu Dhabi, UAE

19) Changes to This Policy

We may revise this Shipping Policy to reflect changes in carriers, insurance, or regulations. The “Last updated” date shows the current version. Updates apply to orders placed after the effective date.