Refund policy

All of our jewelry is made-to-order and custom for every client based on gold color, texture and size and therefore we do not accept any refunds.


We do not accept returns on the following products:

(a) Earrings that require a piercing (due to hygiene reasons);

(b) Any customized orders, engraved jewelry, or customized sizing is done at your specific request

(c) Any product personalized for you in any other way 

(d) Any Cash on Delivery orders

We only accept replacement of your piece under these conditions: 

  • We only accept replacement of the item in rare occurrence of a manufacturing defect 
  • The product should be in its original packaging with all labels and seals intact
  • The product should be sent to us within 14 days with its receipt
  • We replace items in the rare occurrence that they have arrived defective or damaged. Please email us at info@by-mystique.com with an image of your product and the order number.


Replacements

Our replacement policy applies to our customers that have made orders through our website, email, or social media channels such as Facebook, Instagram, or Whatsapp. This policy applies only if there’s a manufacturing defect or needs resizing. Policy is valid for 14 days after receiving the order. 


The process is pretty simple.

To complete your replacement according to our policy, we require you to send us an email at info@by-mystique.com with a picture of the product defect and your order number to obtain all applicable instructions and a return label.


Products returned under this policy should be shipped with FedEx or Quiqup couriers requiring a signature for delivery at the address supplied in the return authorization email.

In rare cases of manufacturing defect, we offer complimentary returns for local orders within the UAE and GCC country orders. All international orders, clients need to cover the shipping cost of return to country of origin. 


Once you return the product to us as outlined in our policy, we will email you to notify you that we have received your returned item. We will then update you on preparing your replacement and resend it to you within a maximum of 14 days.


Late replacements

If you've still not received your replacement piece after 14 days, please get in touch with us at info@by-mystique.com and we will timely update you. 

  

Partnership Items

Any items made in collaboration or partnership with a third-party company cannot be refunded or exchanged. (i.e., Donation pieces, Limited Edition pieces, Collections co-designed with another individual, brand, or company not included in the Bymystique Jewelry Registered Name).

Exchanges

We offer a resizing service for local orders for rings and bracelets at a fee of AED(150).

All international orders are final.

 

Resizing Replacement

If you need your ring re-sized, no problem! We offer re-sizing for a fee of 150 aed within the UAE. You may add the "ring re-size '' & email us at info@by-mystique.com to let us know what you would like your new size to be. If you already have your ring, we will send you a return label to ship the ring back to us for re-sizing. Outside the UAE, you will have to cover the extra costs of shipping return to the UAE.