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?
We provide free shipping worldwide.
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?
To ensure the safe arrival of your jewelry, all shipments are fully insured at their full retail value throughout the delivery process.
As our pieces are considered high-value orders, we require an adult signature upon delivery to prevent your jewelry from being left unattended. If no one is available to receive it, the courier will automatically attempt a second delivery on the next business day.
Should you choose to authorize DHL to leave your parcel at your doorstep, they may do so with your prior written approval. A delivery photo and call confirmation are typically provided by the courier in such cases. However, please note that we do not recommend this option, as it may increase the risk of loss, theft, or damage once the parcel is left unattended. House of Klara does not bear responsibility for any orders left unattended. We always advise to reschedule the delivery and receive your item directly.
After two unsuccessful delivery attempts, your order will be returned to House of Klara headquarters. Any additional shipping or re-delivery costs will be the responsibility of the client.
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?
To reserve a gemstone or diamond, we kindly require a 50% deposit, which allows us to hold your selected stone for up to one month. Please note that all deposits are non-refundable and non-transferable, as each stone is sourced and secured exclusively for you.
For gemstones sourced from our trusted, conflict-free international partners, we require full payment upfront. This is due to the unique nature and cost of international sourcing — and ensures we can bring you the most exceptional quality without compromise.
To support your decision with confidence, we always provide detailed high-resolution images and videos of any stone sourced abroad prior to finalizing your purchase.
As these stones are selected on your behalf, please understand that payments for internationally sourced gems are non-refundable.
Can we return a bespoke order?
Because custom and personalized pieces are made especially for you, they are final sale and not eligible for return.
However, if there is an error on our part or your piece requires a repair, we will be happy to make it right.
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?
Due to the bespoke, handmade nature of our jewelry, all custom pieces are considered final sale.
For non-customized items, we accept returns within 7 days of delivery, provided the piece is unworn and returned in its original condition and packaging.
In such cases, we are pleased to offer a one time exchange or store credit.
If your piece arrives damaged or requires repair, please contact us within 72 hours of receiving your order — we’ll be happy to assist.
Can I cancel my order?
We begin handcrafting your piece shortly after your order is placed.
If you wish to cancel, please contact us within 24 hours at hello@houseofklara.com
Cancellations within this window will be refunded, minus a 4% processing fee.
After 24 hours, your order may already be in production. In such cases, cancellations may incur a restocking or labor fee of up to 50%, depending on the progress made.
My stone is loose! Why??
It’s more common than you might think for stones to come slightly loose over time — and it’s usually not a sign of poor craftsmanship. In fact, it’s a natural part of your jewelry settling, especially after regular wear.
When a stone is first set, our goldsmiths carefully position the prongs to hold it securely without applying excessive pressure. If prongs are too tight, they risk damaging the stone; too loose, and the stone may shift. The balance has to be just right.
Over time, prongs can naturally weaken due to daily wear, knocks, or exposure to harsh chemicals such as cleaning products or chlorine. This can cause the stone to move slightly or feel loose.
If you notice any movement or feel your stone isn’t as secure as it should be, please don’t worry — just send us a message. We’ll arrange to bring your piece into our studio and ensure the prongs are properly tightened and your stone is safe.
Do you do price adjustments?
Please note that we are unable to offer price adjustments on past purchases. As a fine jewelry house, our pricing may occasionally vary due to factors such as material costs, market demand, and industry trends.
Promotional offers and discounts are not combinable and apply only during their specified timeframes.
We appreciate your understanding and continued support of our handcrafted pieces.