Refund policy

At Noora Shawqi, each piece is crafted with precision and care. We are committed to transparency and setting clear expectations for cancellations, returns, exchanges, refunds, and warranty coverage.

Please review the following policies carefully before/after placing an order.

Important Note: Items listed as available on our website may not always be physically in stock. They are available for purchase because we are able to produce them upon request.

RIGHT TO CANCEL

You may cancel your order within 24 hours of confirmation to receive a full refund.

After this period, cancellations are no longer possible — particularly if your order includes:

  • Customised or made-to-order items
  • Items not currently in stock (even if listed online, they may be produced upon request)


RETURNS (READY-MADE ITEMS ONLY)

Returns are accepted only for ready-made items and must meet the following conditions:

  • A return request must be submitted within 7 days from the date of delivery
  • The item must be unused, unworn, and returned in its original packaging and condition
  • Return approval will only be granted after the item is reviewed and inspected, and the customer agrees to exchange it for a ready item ONLY.


We do not accept returns for:

  • Customised or made-to-order items
  • Items produced specifically for your request (even if available online)
  • Pieces that were resized or altered upon order
  • Items damaged due to misuse or improper handling


Important Note: If you are considering a purchase and anticipate the possibility of a return, please contact us directly before placing your order to confirm whether the item qualifies for return.

RETURN PROCESS

To initiate a return:

  1. Contact us at info@noorashawqi.com using the email address registered with your order
  2. Include your order number, the item(s) in question, and the reason for return
  3. Await approval before shipping the item back or scheduling a pickup


Shipping fees for returns are the responsibility of the client, unless the issue was caused by an error on our side (e.g. incorrect or damaged item).

If we are unable to reach you after 3 attempts or within 48 hours following return confirmation, the return request may be voided.

REFUNDS

Refunds are applicable only to ready-made items returned within the specified 3-day window and approved by our team.

Once your returned item is received and inspected:

  • You will be notified of the approval or rejection of your refund
  • If approved, the refund will be issued to your original method of payment
  • Please allow up to 14 business days for the refund to reflect


If you have not received your refund after this period:

  • Confirm with your bank or card issuer
  • Contact us at info@noorashawqi.com for further assistance


SIX MONTH WARRANTY

All Noora Shawqi pieces are covered by a six-month limited warranty from the date of delivery.

This includes:

  • Repairs due to normal wear (e.g., loose stones or broken clasps)
  • Complimentary service for the first repair within the warranty period


The warranty does not cover:

  • Damage resulting from misuse or neglect
  • Alterations or repairs performed by third parties
  • Customised products with damages outside normal wear


After the six-month warranty period, repair services may be available for a fee. We will assess the item and provide a repair estimate prior to proceeding. Shipping costs will be covered by the customer unless agreed otherwise.

RESIZING

Resizing services are available and may incur a fee depending on the complexity of the request and the design of the item.

Please note:

  • Not all pieces can be resized. For example, Mosaic rings and certain intricate designs are non-resizable.
  • We recommend contacting us in advance to confirm whether your item is eligible.


POLISHED GOLD ITEMS

Items from the Love in Tokyo and Gold Mosaics Collections follow a specific return and exchange policy:

  • Returns, exchanges, or refunds must be requested within 3 days of delivery
  • All general return conditions apply
  • Customised versions of these pieces are not eligible


CONTACT

For all support inquiries, please contact us at: info@noorashawqi.com

Please remember: the ability to purchase an item on our website does not guarantee physical stock. It may simply indicate that the piece can be produced upon order.