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 FedEx or DHL for our deliveries. Once your order is prepared for shipment, an automated email will be sent to you with your FedEx / DHL tracking number. Please note that all orders require an adult signature accompanied by photo ID for security purposes.
Additionally, we are pleased to offer complimentary shipping worldwide until December 31st 2023.
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 firstname.lastname@example.org 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?
At the moment, we operate exclusively as an e-commerce business. For our clients in the U.A.E, we offer the option to book an 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 or via a Stripe payment link.
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. After two unsuccessful attempts, your order will be returned to House of Klara headquarters, and any subsequent shipping costs will be your responsibility.
Do you do custom or bespoke orders?
Yes, we do! A minimum deposit of AED 2,500 is required for all bespoke orders upon consultation.
Can you source or reserve specific stones for bespoke pieces?
For reservations on gemstones and diamonds, a deposit of at least 30% is required, and we can hold your selection for up to 3 weeks. 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 email@example.com to discuss the cancellation or postponement of your bespoke order.
REPAIRS & RETURNS
House of Klara is not responsible for any items damaged or lost in transit. If you suspect your order is lost, please contact us on firstname.lastname@example.org immediately. Once your delivery has been signed off, we bare no responsibility for any lost packages or items.
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 at this time.
If your piece has been damaged or is defective upon delivery, please email email@example.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.