How do I make a purchase?
Simply browse the site, click on the item you love and then click on the Add to Bag button. The item will be placed in your cart which you can visit by clicking on the Bag item on the top right-hand corner on desktop or at the bottom of the app. Continue shopping and when you have finished press on Secure Checkout. Follow the prompts to complete the process.
I have not received my order?
Visit my Account on your desktop or App. You will see the status of your order together with a tracking code on Track My Order.
I have received the wrong item.
If you have received the wrong item, please contact our customer service team immediately on +971 56 122 1220 or email@example.com
I have received a damaged item.
If you have received a damaged item, please contact our customer service team immediately on +971 56 122 1220 or firstname.lastname@example.org. They will arrange for pickup if in Dubai or return after careful photographic inspection. Please note all our jewellery is checked thoroughly before delivery in order to uphold our fine jewellery reputation and our luxury standard.
How can I track my order?
Visit my Account on your desktop or App. You will see the status of your order together with a tracking code on Track My Order. A member of our team will delivery straight to your door if you live in Dubai or alternatively Fedex is our preferred shipping partner.
What is the returns policy?
Please see our returns policy here.
How do I place my order as a gift?
You can add a gift note to any order through your cart or the My Bag page by pressing ‘Add your Gift Note’. If you would like to add a note after you have completed your order, simply contact us on +971 56 122 1220 or email@example.com before your item is shipped.
How can I undo an order cancellation?
Cancellation requests are final. Sana Al Maktoum Fine Jewellery has the right to charge AED500 for such requests.
I placed an order as a gift and I want to make sure the price tags are removed and no invoice is included with the order?
For orders placed in the UAE, we will not include the invoice/receipt with the order. For orders placed outside the UAE, the invoice is included as a mandatory item for customs and shipping and therefore has to be included for insurance purposes.
Do the items come in Sana Al Maktoum branded packaging?
Yes of course, all of our pieces are carefully wrapped and prepared at the Palace for you.
How do I search a specific item?
The search bar will allow you to search by keyword or description. The bar can be found at the top of our website page or at the bottom of the homepage on the app.
Are gift cards available?
Yes, please contact our Customer Care team on +971 56 122 1220 or firstname.lastname@example.org
What payment methods do Sana Al Maktoum Fine Jewellery accept?
We accept all major credit cards except American Express, Pay Pal and any balance payable via Debit or Credit Card and Cash on Delivery through our card machine that our driver carries for deliveries within Dubai/Abu Dhabi. We will give you a courtesy call to confirm your address and telephone number and time of delivery prior to your items being dispatched.
How do I make a purchase?
Browse our website and click on the item you desire. Click on Add to Cart where the item will be placed in your cart. Visit the bag icon on the menu bar on our desktop or at the bottom of the app or alternatively whatsapp us on +971 56 122 1220 where we will send you bank transfer details. Upon receipt of payment, we will place your order for your special item of jewellery. Please expect 4-6 weeks for delivery.
Can I place an order via telephone?
Yes. Please call contact our Customer Care team on +971 56 122 1220. Please note 50% deposit is required when you place an order. Our team will then send you a confirmation email and receipt.
Am I able to place an order on Whats App?
Yes. Please direct message @sanaalmaktoumofficial and someone will contact you. Please note a 50% deposit is required when you place an order via Whatsapp. Our team will then send you a confirmation email on receipt.
How will I know Sana Al Maktoum Fine Jewellery received my order?
You will receive an email to inform you that we have received your order which is confirmed once your 50% deposit has cleared in our bank account and we have received all your contact details.
How do I cancel my order?
You can cancel your order within 24 hours by contacting +971 56 122 1220 or email@example.com or before payment has been deducted from your account. We will confirm your cancellation and reverse payment to you with a service fee charge of AED500. We will notify you when credit has been applied. Please contact your bank for further details.
Why has my payment been declined?
This may happen because your card number is wrong, the CCV number doesn’t match your card or your account has insufficient funds. You will receive an instant message asking you to review your preferred payment option. If the error persists, please contact your bank.
Is an installment option or plan available?
If you bank offers installment plans on your credit card, you may have the option to convert your purchase into monthly installments. Please check with your bank and their terms and conditions.
How long will the bank take to process my request?
After you complete your order with us, it takes on average two working days to send your information to our bank. You may see a delay of 5-7 days until the amount shows up on your credit card statement. You should, however, receive an instant SMS confirmation on your phone.
Can I pay using Apple / Google Pay?
We are currently unable to offer this facility as it is under process.
How do I select payment currency?
The currency should default to your region when you are shopping. You can change it at the top left-hand side of the homepage or from the menu in your phone app.
Where do Sana Al Maktoum Fine Jewellery ship to?
We ship worldwide.
My order was delivered to the wrong address.
Please contact our customer care team and have your Order or AWB Number handy. We will immediately cross check your request and get back to you within two working days.
Where do I find the airway (AWB) number?
Refer to your tracking number. Alternatively, the Airway Bill can be obtained from our Customer Care team by contacting +971 56 122 1220 or firstname.lastname@example.org
How do I change my delivery address or scheduled delivery date?
Please note if your order has been shipped or if you placed your order via Paypal you will not be able to change your address. Any other enquiries, please contact our Customer Care team on +971 56 122 1220 or email@example.com and we will do our best to help you.
Is there a cost for delivery?
We deliver free of charge locally in Dubai, a small fee applies for our driver to deliver to Abu Dhabi. Throughout the GCC and worldwide we use our preferred shipping partner, Fedex. We use their best available rates when you place your order which includes insurance, duties and taxes which will appear in your shopping cart upon checkout.
How can I share my feedback about my experience with Sana Al Maktoum Fine Jewellery?
We would love to hear your thoughts in order to continue to create a better experience. You can send us feedback through email on firstname.lastname@example.org and we will be back to you soonest or call us on +971 56 122 1220.
How to I unsubscribe from emails?
Open an email from the sender you want to unsubscribe from. Next to the sender's name, click unsubscribe or Change preferences. If you don't see these options, follow the steps above to block the sender or mark the message as spam.
How do I get to work with Sana Al Maktoum Fine Jewellery?
When a position becomes vacant, we will advertise either on What’s App or on our website.
Is my personal information confidential?