Questions

Answered from what the platform actually does. Where a question needs a legal answer rather than a factual one, it says so — those documents are being drafted and will have their own pages.

Money

How much will my piece cost?: We cannot say until we have read the request. The order form shows a typical range for each kind of piece, from our catalogue, so a first quote is not a shock — but your price comes from the metal, the stones and the work, and it reaches you as a single figure on the quote, VAT included.
What currency do you charge in?: Everything is priced and charged in UAE dirhams.
When do I pay?: According to the payment plan written on your quote. A common split is a deposit when you accept and the balance before the piece ships, but the split is set per order and the quote states it. If a payment is due on acceptance, production starts once that payment is recorded.
How can I pay?: By card, on a secure checkout page hosted by our payment provider — your card details never reach us. Or by bank transfer or cash: the atelier sends the details in your order chat and marks the payment received here once it arrives.
Do I get an invoice?: Yes. Each payment on your order page has an invoice you can open as a PDF.
Is anything charged on top of the quote?: The quote figure includes VAT. If something genuinely falls outside it for your order — an unusual delivery, a service after the piece is finished — the atelier says so in the chat and quotes it separately. It does not appear as a surprise line later.

Time

How long until I get a quote?: There is no automatic answer to this and we would rather not invent one. A person at the atelier reads each request and replies in the order chat; the quote follows by email when it is ready. If you need the piece by a particular date, put it in the request and we will tell you whether it is possible.
How long does making it take?: It depends on the piece. The production time for yours is written on your quote, before you commit to anything.
What if I don’t answer a quote?: Every quote carries a date it is valid until. When that date passes, the quote expires and the order closes automatically — that is something the system really does, not a formality. Nothing is charged, and you can ask for an updated quote whenever you like.
Do I have to close the order when it arrives?: No. Confirming receipt is a button on the order page, but if you never press it the order completes itself a few days after delivery.

If something goes wrong

Can I return a custom piece?: There is no self-service returns window, and we are not going to describe one that does not exist: each piece is made to a specification you approved. What every order does have is “Report a problem” — it opens a formal case with your photographs and description and puts it in front of the atelier. Repair, remake or refund is decided case by case.
How would a refund be paid back?: By the route you paid. A card payment is refunded to the same card; a transfer or a cash payment is returned by agreement in the chat. A refund is always issued by the atelier — there is no button that issues one on its own.
Can I cancel?: Before production starts your order has a Cancel button, and it is there up to and including the design-approval step. Once a piece is being made that button is gone: ask in the order chat, or use “Report a problem”, and what is owed depends on how far the work has gone.
Where is the written policy?: Being drafted with a lawyer, and it will be published on its own pages — terms, privacy, refunds, delivery, cookies. Nothing here replaces it. This page describes how the platform behaves; those documents will state your rights.

Your photographs

What happens to the photo I upload to try a piece on?: It stays yours. Try-on photographs are never published, never enter the gallery, and are served only to you — having the link to one is not enough to open it.
Will my design be shown publicly?: Only if you publish it yourself. Projects are private when created; publishing sends the project to a moderation queue, and it appears in the gallery only once it has been approved.
And a photograph of the finished piece?: Only if you tick the box that says so when you leave a review on the finished order, and only after that review has been read and approved. Until then the photographs are visible to you and to the atelier and to nobody else. Leaving the box unticked still lets you leave the review.
Can I have my data deleted?: Yes, from your settings. It deletes your try-on photographs and any review photographs that were never published, and anonymises the order records we are required to keep. One thing it deliberately leaves behind: a photograph of a finished piece that you asked us to show publicly and a person then approved — that one was already public, so it comes down on request rather than automatically. Write to us and it is deleted along with the review it belongs to.

The pieces

Is the render what I get?: No — and this matters more than anything else on this page. A render is a drawing made by a model; it does not know what can be cast, set or worn. Where your order includes a design approval step, the production preview you approve is the reference the piece is made to match. The render is where the conversation started.
Which metals and stones can I have?: Whatever the order form offers for that kind of piece — the list comes from the atelier’s own materials, so it is current. If you want something that isn’t on it, describe it in the notes and ask.
What if it needs resizing later?: Open “Request service” on the finished order. The atelier looks at it and, where it is chargeable, prices it and sends a payment for that alone. We don’t advertise a free resize window here, because nothing in the platform enforces one.
Can I use the site in Arabic?: Yes. The switch is at the top of every page, and it also sets the language of the emails we send you.