Refund policy

At Twinkle Jewellery, every creation is individually crafted with precision, intention, and exceptional attention to detail.
As our pieces are made-to-order using precious metals and carefully sourced diamonds and gemstones, we maintain a considered returns and exchange policy in accordance with applicable UAE consumer protection regulations and industry practices. 

EXCHANGES & RETURNS

We understand that jewellery is deeply personal. If your piece does not feel right upon arrival, our Client Care team will gladly assist you with an eligible exchange or store credit request.

Return & Exchange Window

Requests must be submitted within 15 days of delivery.

To Be Eligible

The item must:

  • Remain unworn, unused, and in original condition
  • Include all original packaging, certificates, tags, and accompanying materials
  • Show no signs of wear, resizing, alteration, or damage after delivery
  • Be accompanied by proof of purchase or order confirmation

All returned items undergo inspection upon receipt before approval.

Twinkle Jewellery reserves the right to decline returns or exchanges that do not meet these conditions.

Lab-grown diamonds generally have limited or no buyback value unless specifically agreed by the seller.

REFUND POLICY

Twinkle Jewellery does not offer refunds to the original payment method for change-of-mind purchases.

Approved returns may be accommodated through:

  • Exchange toward another Twinkle Jewellery piece
  • Twinkle Jewellery store credit
- If you select cash as your preferred refund method, we will repurchase your item at a 40% deduction from the original invoice amount. You will receive a cash refund of 60% of the invoice amount, provided the refund request is made within 7 days from the invoice date. This option ensures you receive a substantial portion of your original purchase price back in cash.

- If a customer wishes to exchange a product, we will apply a 30% deduction from the invoice amount. The remaining amount can be used for acquiring a new product or obtaining a discount on another item (within 15 days from the invoice date).

- If your original payment method is bank transfer or credit card payment then we unfortunately cannot provide a refund. Instead you can get an exchange offer as explained above.


This policy aligns with standard UAE retail practices for made-to-order and high-value jewellery products. 

BESPOKE & CUSTOM ORDERS

All bespoke, engraved, personalized, resized, altered, or custom-made creations are considered final sale.

Deposit Policy

Deposits paid toward bespoke or custom orders are strictly non-refundable.

Once production, CAD development, stone sourcing, or manufacturing has commenced, cancellations, refunds, exchanges, or store credit adjustments are not possible.

DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If your order arrives damaged, faulty, or materially different from the confirmed order specification, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Images of the item and packaging
  • A description of the issue

Once reviewed and verified, Twinkle Jewellery may offer:

  • Repair
  • Replacement
  • Exchange
  • Store credit

RETURN SHIPPING & FEES

Customers are responsible for:

  • Courier charges 
  • Return shipping charges of 90 AED
  • Any charges, associated with the return shipment

Twinkle Jewellery is not responsible for items lost or damaged during return transit. 

ORDER CANCELLATIONS

Orders may be cancelled within 24 hours of placement, provided production or stone sourcing has not yet begun.

Once production has commenced, cancellations are no longer possible due to the made-to-order nature of our jewellery.

RESIZING

We offer one time complimentary resize within 60 days of delivery. Eligible for one ring size adjustment higher or lower.

Resizing eligibility is determined on a case-by-case basis.

HOW TO REQUEST A RETURN OR CLAIM

For exchanges, warranty claims, resizing requests, or delivery concerns, please contact:

hello@thetwinklejewellery.com

Please include:

  • Your order number
  • Description of the request or issue
  • Supporting photographs where applicable

Our Client Care team typically responds within 48 business hours.

POLICY UPDATES

Twinkle Jewellery reserves the right to amend or update this policy at any time without prior notice.

Continued use of the website constitutes acceptance of the revised terms.

Last Updated: May 2026