Refund policy

Returns and Exchanges

We want you to love the piece you chose. If it is not right, here is exactly how we handle it, with no small print and no runaround.

1. Your 7 day return window

You have 7 calendar days from the date your order is delivered to tell us you want to return a piece.

Once we approve your request, you have a further 7 calendar days to hand the parcel to the courier. Requests made after day 7 cannot be accepted for change of mind, though your rights on faulty pieces continue under section 5.

2. Condition we need it in

To be accepted, a returned piece must be:

• Unworn and unused, with no signs of wear such as scratches, dulled plating, perfume, makeup or lotion residue
• In its original ORÉYA magnetic box, with the insert and care card
• Complete, including any tags.
• Returned as a complete set if it was bought as a set or bundle; part sets cannot be refunded

Every return is inspected on arrival. If a piece does not pass inspection we will contact you with photographs and send it back to you at our cost; no refund is issued in that case.

3. What we cannot take back

• Earrings of any kind, including studs, hoops and drops. This is a hygiene standard applied across the jewelry industry and we do not waive it for change of mind. Faulty earrings are always covered under section 5.
• Pieces marked Final Sale on the product page
• Gift cards and store credit
• Pieces returned after the 7 day window
• Pieces returned worn, altered, damaged, or without the original packaging

4. Who pays for return shipping

Change of mind

• Within the UAE, we can arrange a courier pickup for a flat AED 25, deducted from your refund. You are welcome to arrange your own shipping instead, at your cost.
• The original delivery charge is not refunded.
• Outside the UAE, you arrange and pay for the return. Original shipping, duties and taxes are not refundable.

Our mistake or a fault

• We pay everything, in both directions, anywhere we ship. See section 5.

Exchanges

• Your first exchange on an order is free; we cover the return leg and the redelivery. See section 8.

5. Faulty, incorrect, or damaged on arrival

Damaged in transit or wrong item sent: contact us within 48 hours of delivery with photographs of the piece and the outer parcel. We replace it or refund it in full, including all shipping, and we arrange the collection.

Manufacturing fault: if a manufacturing fault appears within 14 days of delivery, you may choose a full refund, a replacement, or a repair. We cover all shipping in both directions.

A manufacturing fault means something wrong with how the piece was made, such as a clasp or hinge that fails on normal use, a stone that comes loose from its setting without impact, or plating applied unevenly. It does not include everyday surface scratches, damage from chlorine, seawater, perfume or cleaning products, impact damage, bending or breakage from force, or any piece that has been altered or repaired by someone else.

6. Cancelling an order

• Before dispatch: contact us and we cancel it in full, with no charge.
• After dispatch: it becomes a return under section 1.
• Cash on delivery orders refused at the door are treated as cancellations. Repeated refusals may mean we ask for prepayment on future orders.

7. How your refund reaches you

We approve or query every return within 2 business days of it arriving with us, and the refund is issued within 7 to 14 business days of approval.

How you are refunded:

• Card: Back to the same card. Your bank may take a few extra days to show it
• Tabby or Tamara: We refund to Tabby or Tamara, who then cancel or reduce your remaining instalments under their own terms
• Apple Pay or Google Pay: Back to the card linked to that wallet
• Cash on delivery: Bank transfer to a UAE IBAN in the name of the person who placed the order. We will ask for the account holder name, IBAN and bank name. Store credit is available instead if you prefer, and it is issued immediately
• Store credit: Issued immediately, valid for 12 months

Refunds are made in AED. If your card is in another currency, your bank sets the exchange rate and we cannot cover a difference caused by rate movement.

8. Exchanges

Same 7 day window and the same condition rules as a return.

Your first exchange on any order is free; we cover the return collection and the redelivery. Any further exchange on the same order is charged at AED 30.

Exchanges depend on stock. If the piece you want is unavailable we will refund you or issue store credit, whichever you prefer. Please note that 316L stainless steel cannot be resized, so a sizing change is handled as an exchange for a different piece.

9. Gifts

A gift can be returned or exchanged by the person who received it, on the same terms, using the order number on the care card or the gift receipt. Refunds on gifts are issued as store credit to the recipient, or to the original payment method if the buyer requests it.

10. How to start a return

1. Email cs@oreya.ae or message us on WhatsApp at [+971 58 646 4608] within 7 days of delivery.
2. Include your order number, the piece name, the reason, and photographs if the piece is faulty.
3. We reply within one business day with a return authorization number and either the return address or a booked courier pickup.
4. Pack the piece in its original ORÉYA box, write the authorization number on the outside, and hand it over within 7 days.

11. Orders shipped outside the UAE

Returns are accepted on the same terms across the GCC and everywhere else we ship, with two differences: you arrange and pay for the return shipping, and original shipping charges, duties and import taxes are not refundable.

Please declare the parcel accurately as returned goods. We cannot accept parcels where duties or clearance charges are billed to us.

12. Your rights under UAE law

Nothing in this policy reduces your rights under Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Decision No. 66 of 2023. Our policy adds to those rights; it does not replace them.

If something goes wrong and we have not put it right, please contact us at info@oreya.ae so we can resolve it.

13. Talk to us

Email: cs@oreya.ae WhatsApp: [+971 58 646 4608] Hours: Monday to Saturday, 8 am to 5 pm Gulf Standard Time

Oreya FZE, Dubai, United Arab Emirates. Licence No. 11053.

This policy applies to orders placed on www.oreya.ae. Orders placed through a marketplace are governed by that marketplace's returns policy.