FAQ

ONLINE RETURNS

Call or WhatsApp to arrange the return process.

Refunds will only be processed after completing the Return Process and the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash-handling fees).

‘Credit Card payments are refunded to the card used in the purchase. Cash on Delivery payments are refunded as store credit.

Damaged Goods and Incorrectly-Fulfilled Orders

If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 30 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty. If you believe your item is defective, please call our customer care team (or WhatsaApp) on +201221709871 from 10am-7pm Cairo Local Time Saturdays to Thursdays, or email info@dimajewellery.com.

Packaging

Please take care to preserve the condition of any product packaging as this may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

Gifted Items

Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.

Exchanges

We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.

We pride ourselves on the highest quality, luxury product at Dima Jewellery. So, if your product is damaged or has a fault, we want to know about it. Please call our customer care team (or WhatsaApp) on +201221709871 from 10am-7pm Cairo Local Time Saturdays to Thursdays, or email info@dimajewellery.com We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under Egyptian Consumer law.

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