FAQs
ORDER & SHIPPING
Do I need to create an account to make an order?
No, you can just fill in the details and make your purchase.
What shipping services do you use?
We utilize DHL for our deliveries. Once your order is prepared for shipment, an automated email will be sent to you with your DHL tracking number. Please note that all orders require an adult signature accompanied by photo ID for security purposes.
Do you ship internationally?
We aspire to offer our pieces to customers worldwide. However, due to legal restrictions, there are certain countries we cannot ship fine jewelry to. If you don't see your country listed during the ordering process, please reach out to us at hello@houseofklara.com for assistance.
Do you pay taxes/duties/fees?
For all international orders, please note that the customer is responsible for any tax and duty fees on orders required to go through customs. We are unable to pre-calculate this fee for you as the cost is determined by each country’s customs.
Do you charge 5% UAE VAT?
We will follow Dubai Municipality guidelines and charge 5% VAT once we receive our TRN number.
Can I try before I buy?
For U.A.E clients, we offer private appointment to try our pieces in person, especially if you're uncertain about sizing. Please be aware that all purchases must be processed either via bank transfers, directly on our website, via a Stripe payment link, or POS machine.
To clarify, in line with rules & regulations in the U.A.E, we do not accept cash payments.
What if I'm unavailable to sign for my package?
For the security of high-value shipments, we require an adult signature upon delivery to ensure items are not left unattended at your doorstep. If neither you nor another adult is available to sign, a second delivery attempt will be made the following day. Otherwise our courier will call you and send you a picture if your item is left at your doorstep according to your approval. However, after two unsuccessful attempts, your order will be returned to House of Klara headquarters, and any subsequent shipping costs will be your responsibility.
Bespoke
Do you do custom or bespoke orders?
Yes, we do! A consultation fee of AED 2,500 is required for all bespoke orders upon consultation and a 50% deposit is required to begin the process.
In general our bespoke packages starts from AED 15,500 to ensure that we are able to source and provide finest gemstones up to our company standards, and quality craftsmanship goes into each and every one of our pieces.
Can you source or reserve specific stones for bespoke pieces?
For reservations on gemstones and diamonds, a deposit of 50% is required, and we can hold your selection for up to 2 weeks after payment. Please note that deposits are non-refundable and cannot be transferred to another gemstone. When we source stones from conflict-free international locations, full payment for the stone is required upfront. This is because we cannot shoulder the financial risk should you change your mind. Rest assured, we will provide high-resolution images and videos of these overseas stones to ensure your satisfaction prior to purchase. However, such payments remain non-refundable.
Can we return a bespoke order?
Custom and personalized pieces cannot be returned unless a mistake was made or if repair is needed.
What happens if I need to cancel my custom order?
In the unlikely event of an emergency or change of plans, please email hello@houseofklara.com to discuss the cancellation or postponement of your bespoke order.
REPAIRS & RETURNS
Do you accept returns?
At House of Klara, we strive for impeccable customer service and want all our customers to be delighted with their purchases. However, as each piece is handmade, bespoke, and limited, outside of repairs and claims for defects, we do not accept returns or exchanges.
If your piece has been damaged or is defective upon delivery, please email hello@houseofklara.com for a repair authorization within 12 hours of receiving your order so we can further investigate. Custom and personalized pieces cannot be returned unless a mistake was made or if repair is needed.
Please note we cannot accept returns for repair or modifications if the piece is not returned in its original packaging. The piece will be sent back to the customer as-is if the item or packaging has been tampered with.
Can I cancel my order?
If you cancel your order within 12 hours, you will receive a refund, less the 4% payment processing fee. However, after 12 hours, you may be subject to up to a 50% restocking fee, based on the materials of the piece and the amount of work that has been completed.
Please check with your personal bank regarding refund timings as most Banks take between 7-14 working days to issue the refund.
My stone is loose! Why??
Stones coming loose in jewelry is more common than you think and happens very frequently!
Typically, this is not a reflection of the quality of craftsmanship but a the result of the stone ‘settling’ into the piece after being set or an issue with the prongs after frequent use, especially if the ring took a knock, or if it was caught on clothing. Prongs do tend to weaken over time with frequent wear and tear or exposure to harsh chemicals such as cleaning products or chlorine.
When it comes time for our goldsmith to set the stone into the jewelry piece, prongs can’t be set too tightly around stones. They need to be ‘just right’ not too tight and not too loose. If the stone is set too tight, they risk breaking the stone. Too loose and the stone can fall out.
If you notice that your stone is loose, just drop us a message, and we will arrange to bring the item into the studio and we will tighten the prongs accordingly.
Do you do price adjustments?
We are unable to offer price adjustments for previous purchases.
Prices can fluctuate due to consumer demand, material costs, trends and several factors and circumstances in our business and industry.
Offers & discounts cannot be combined.