Our Policies

Shipping Destinations & Estimated Delivery

Packaging & Protection

Each piece is wrapped using protective materials and secured in custom wooden packaging designed for fragile handcrafted goods. Our packing process is built to withstand international transit conditions.

All shipments are fully insured against loss or transit damage. If an issue occurs, our team will work with you promptly to resolve it.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details so you can follow the delivery journey at any time.

Customs & Import Duties

For international orders outside the Gulf region, customs duties, taxes, and import fees are the responsibility of the recipient. These charges are determined by the destination country and are not included in the purchase price or shipping rate.

Return Eligibility

To qualify for a return, items must meet all of the following conditions:

• Returned within 14 days of delivery
• Unused and in original condition
• Sent back in original packaging with all included components
• Accompanied by valid proof of purchase

Non-Returnable Items

• Custom-made or personalized pieces
• Items marked as final sale
• Products that have been installed, used, or modified
• Returns requested after the 14-day return period

How to Request a Return

Please contact our customer service team by WhatsApp or email with your order number and the reason for the return. We will then share the next steps and, where applicable, provide a prepaid return label.

Refund Processing

After the returned item has been received and inspected, refunds are typically processed within 5–7 business days. The amount will be issued to the original payment method. Banking timelines may vary depending on your card provider or financial institution.

Damaged or Defective Items

If an item arrives damaged or defective, please contact us within 48 hours of delivery and include clear photos of both the product and packaging. We will arrange a replacement or refund at no additional cost. Please retain all packaging materials until the matter has been resolved.

Accepted Payment Methods

• Credit & Debit Cards — Visa, Mastercard, and American Express
• PayPal — Trusted online checkout with buyer protection
• Bank Transfer (T/T) — Suitable for wholesale and larger transactions
• Letter of Credit (L/C) — Available for qualified B2B customers
• Escrow Services — Available for selected first-time wholesale orders

Payment Security

All transactions are handled through secure, encrypted payment channels. We do not store full credit card details on our servers. Our checkout environment follows recognized industry security standards to protect payment data.

Currency

Prices are displayed in USD. If you choose to pay in another currency, your payment provider or bank will apply the applicable exchange rate and any related conversion fees.

Wholesale & B2B Terms

For wholesale clients, we offer flexible arrangements including deposit-based production orders and tailored payment terms for established business relationships. Please contact our sales team to discuss suitable options for your company.

Information We Collect

When you place an order, contact us, or create an account, we may collect information such as your name, email address, shipping address, phone number, and payment-related details necessary to complete your purchase and support your experience.

We may also collect limited technical information automatically through cookies and similar tools, including browser type, device data, and general website usage behavior.

How We Use Your Information

• To process and deliver your orders
• To communicate with you regarding purchases and customer support
• To send marketing messages where consent has been given
• To improve our website, services, and customer experience
• To comply with legal and regulatory obligations

Information Sharing

We do not sell, rent, or trade personal information. Where necessary, information may be shared with trusted service providers such as payment processors, delivery partners, and email platforms solely to support business operations and customer service.

Data Security

We maintain appropriate technical and organizational safeguards to help protect personal information from unauthorized access, misuse, disclosure, alteration, or destruction. While no online system can guarantee absolute security, we take reasonable measures to reduce risk.

Your Rights

You may request access to, correction of, or deletion of your personal information, subject to applicable laws. You may also opt out of marketing communications at any time using the unsubscribe link in our emails or by contacting us directly.

Cookies

Cookies help us improve site functionality, understand usage patterns, and personalize content. Browser settings can usually be adjusted to limit or disable cookies, although some website functionality may be affected.

Policy Updates

This policy may be updated from time to time to reflect operational, legal, or regulatory changes. Any updates will appear on this page with the latest effective date where applicable.