Frequently Asked Questions

Orders & Delivery:

What is your shipping policy?

We offer free shipping on all orders, always.

• UK Orders are shipped securely via Royal Mail.

• International Orders are shipped via FedEx and DHL.

• We do not ship to P.O. boxes.

How long will it take to receive my order?

Every Zubaeda piece is made to order. Please allow 4–5 weeks for crafting. Once shipped, a tracking number will be sent to you via email.

Do you ship internationally?

Yes, we ship worldwide using trusted couriers (FedEx and DHL) for fast, secure international delivery.

Will I receive tracking information?

Absolutely. We’ll send a tracking number as soon as your item ships.

Will I have to pay customs duties or taxes on my order?

Yes. For international orders, customs duties, VAT, and import taxes may apply depending on your country’s regulations. These charges are not included in your purchase price and are the responsibility of the customer.

Zubaeda does not have control over these fees, as they are determined by your local customs authority. We recommend checking with your country’s customs office to understand what charges may apply before placing your order.

Please note: If customs fees are not paid and the package is returned to us, we may deduct shipping and return handling costs from your refund or exchange.

Can I cancel or change my order?

Because our pieces are handcrafted just for you, changes or cancellations must be made within 24 hours of placing your order. After this, production begins and adjustments may not be possible.

Returns & Exchanges:

What is your return policy?

We accept returns on non-custom, unworn items within 15 days of delivery.

• Items must be in original condition with all packaging and certificates.

• Made-to-order, custom, and engraved pieces are final sale.

• If you received a damaged or incorrect item, contact us within 3 days of delivery.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty or incorrect. A trackable and insured shipping method is required for all returns.

How do I initiate a return?

Please email support@zubaeda.com with your order number and reason for return. We’ll guide you through the process.

When will I get my refund?

Once we receive and inspect your item, refunds are issued to your original payment method within 5–14 business days. Original shipping costs are non-refundable.

Do you offer exchanges?

For non-custom items, we’re happy to assist with exchanges based on availability. Please reach out with your request.

For more details, please refer to our Return & Exchange Policy.

Product & Customization:

Are Zubaeda diamonds certified?

Yes! All center stones 0.5 carat or above come with an IGI certificate for guaranteed quality and authenticity.

Can I personalize my jewelry?

Yes—we offer custom designs and free engraving services so you can add a special touch to your piece.

Do you offer gift options?

Yes! You can request discreet packaging and add a personalized gift message at checkout.

Payments & Security:

What payment methods do you accept?

We accept major credit/debit cards (Visa, MasterCard, Amex), PayPal, and mobile payments like Apple Pay.

Is my payment secure?

Absolutely. All transactions are processed through secure payment gateways with encryption for your safety.

Care & Maintenance:

How should I care for my jewelry?

• Clean gently with warm, soapy water and a soft cloth.

• Avoid chemicals, lotions, and perfumes.

• Store in a soft pouch or box when not in use.

What if my jewelry arrives damaged?

If your order is damaged or incorrect, contact us within 3 days of delivery. We’ll resolve the issue promptly.

General:

Are lab-grown diamonds real?

Yes. Lab-grown diamonds are chemically, physically, and optically identical to mined diamonds—but they’re more ethical and sustainable.

Do you have a physical store?

Not yet—we’re exclusively online for now, but always available to help you via email or chat.

Still have questions?