What modes of payment do you accept?
Cash On Delivery (COD) (UAE Customers Only): We offer a free cash on delivery service to our customers in the United Arab Emirates. If you prefer to pay for your order at delivery, please select this option at checkout. You’ll receive your order within 2 business days and do not need to make any payment online.
Online Payments: We accept PayPal, Visa, MasterCard, and Visa Debit.
Transfer: If you’d like to send your payment through your bank or Western Union please contact us for details- we’re happy to help!
How can I place my first order on Jawaherat.com?
I made my first purchase and received a confirmation SMS/Email. What should I do?
Congratulations on your first purchase with Jawaherat.com. Unless prompted, you need not respond unless called by the Customer Service team or asked to specifically. This is to confirm your order and ensure you are able to track your order with the order ID.
Okay, it’s been over 7 days and I haven’t received my Order yet! Where is it?
7 to 10 business days is the usual timeframe for receiving an item bought on Jawaherat.com unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include, international shipping, there could be unprecedented volumes in delivery from the Courier Company or other unforeseen delivery schedule issues, and even at times delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time among other things. Your shipment status is updated under the Airway Bill (AWB) status update, allowing you to track it each step of the way to your door; however as a first step don’t worry your purchase on Jawaherat.com is secure and it’s our aim to provide you with the best shopping experience and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre. We’re always here to help you.
I am still worried! What if my item gets lost?
There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. . For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit or Debit Card) and in the event that you chose Cash on Delivery (COD) then you are not liable to make a payment or penalized for a non-delivered item.
Come on now, it been over 15 business days now, what’s going on?
Again, while we’re sorry you’ve been left waiting for so long, there could be any number of reasons, some of which were listed above – and we apologize for this lengthy delay in receiving your order. However we will trace your order and take effective action to ensure that it is delivered promptly or in the event the item is neither available nor ready to be shipped out we will discuss with you a host of alternative solutions to resolve the issue. You can contact our Customer Service Team anytime you wish to through the Contact Us page via the inquiry form or Contact Centre .The Team is at your service. One thing is certain, you will never lose out on a shipment or payment made, and your consumer rights are fully protected by the consumer right laws of the host country.
Okay, this isn’t what I bought?
Never fear, we will help you in correcting that should this be the case. Also as a Jawaherat.com shopper you have the right to return an item within Seven (7) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.
I still want the item despite the fault, what happens then?
We can arrange a replacement or even at times an item might be repaired or fixed. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre.
I’ve changed my mind; can I return what I’ve bought?
Yes you can. We want to offer you, our valued customers, peace of mind of shopping with us and also we fully understand that sometimes you might change your mind on a bought item, If after making the purchase online and you still have not received the item, you could still cancel your order. If you have paid through electronic means (Credit or Debit card) then the money would be refunded to you in store credits. If you wish to return the item after receiving it, you have up to Seven (7) days to do so, so long as the item is (a) not listed in the non-returnable list (b) not Clearance Items clearly marked as such and displaying a No-Return Policy (c) in the same condition as received and with the original packaging intact. In all circumstances you can contact the Customer Service Team through the Contact Us page for a return of an item or refunds.
But what if I want to return an item after Seven (7) days?
Do I get the full amount returned/refunded to me for a Returned item?
Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees will be retained by Jawaherat.com and we just refund you the item amount paid in store credits. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.
Can I return it and get a refund?
If after the Seven (7) days No Questions Asked return period has elapsed, and you item deemed fake, then absolutely yes, so long it is in its original condition and with the original packaging intact, and if an item do not fall under the non-returnable items list, you can do so via the Customer Service Team through the Contact Us page or filing a complaint requesting a return.
Can I replace an item?
At the moment we do not offer replacements however you can still return an item. Please see our return policies for that.
Why do you sometimes ask for a copy of my credit card and/or an Identification Card such as a Passport copy, do you not trust me?
This is for your protection as much as ours, as well as all our buyers to ensure that an item bought on Jawaherat.com using electronic means such as Credit or Debit cards is genuinely the card of the actual buyer and not related to a lost, stolen or fraudulently-used card. In effect it is an extra layer of verification as part of our secure shopping environment and authentication process and security levels.
I am still not comfortable with you having this level of information on me?
Unfortunately it is required at times, and in the case of Credit Cards we only ask for the front-page of the card. However if you have concerns regarding this you can also opt to use Cash on Delivery (COD).
I bought an item but it is the wrong size and/or color. What can I do?
Occasionally this will happen, however you can return an item; up to Seven (7) days so long as it is in the same condition received and with the original packaging intact. You can contact the Customer Service Team via the Contact Us page to affect a return.
I filed my complaint and contacted your Customer Services and nothing has happened yet?
Firstly, we apologize for the delay. Every complaint filed or issue sent to Customer Services is logged and remains open until full satisfactorily resolution. We work in partnership with all or buyers to resolve matters speedily, however at times due to complexity of an issue it might require longer resolving. But rest assured that your case or complaint is not ignored and is being worked on.
What are the items that fall under non-returnable items list?
Clearance sale items and items during promotion cannot be returned.
Who pays the cost to ship merchandise back to Jawaherat.com?
In the unusual circumstance where the item is damaged upon receipt or when the wrong item has been shipped, we will pay for the shipping cost. Otherwise, the buyer pays for the cost to ship merchandise back to the Jawaherat.com warehouse.