Answers from the House — ordering, delivery, sizing and care. If your question is not here, write to us or message us on WhatsApp; we reply within one working day. The full letter of every promise lives in our Shipping, Return & Refund, Terms of Service and Privacy policies.
Ordering
How long until my piece ships?
Each piece is finished to order and dispatched within 5–10 working days, fully insured and tracked. You will hear from us when your order is placed, and again the day it leaves the atelier. Full details are in our Shipping Policy.
Can I change or cancel my order?
Within 24 hours of ordering, message us on WhatsApp and we will adjust it. After that, work has usually begun — but write to us anyway; we will do what we can. Returns and exchanges are set out in our Return & Refund Policy.
Can an order be gift-wrapped?
Every order arrives in the House box, wrapped with no price in sight — with a handwritten card if you wish. See Gifting with the House.
Shipping
Where do you deliver?
Across the GCC — Bahrain, Saudi Arabia, the UAE, Kuwait, Qatar and Oman — by insured courier, signature on delivery. The country-by-country carriers and timelines are in our Shipping Policy.
How long does delivery take?
Once dispatched: 1–2 working days within Bahrain, 2–5 working days across the rest of the GCC. Tracking is shared the day your piece leaves the House. Duties and taxes are included where applicable — see the Shipping Policy.
Is the packaging discreet?
Always. Every order travels in an unmarked outer box, with no price anywhere inside — as promised in our Shipping Policy.
Sizing
I don't know my ring size.
Choose your closest size and note it at checkout — the first resize is on the House. Or message us on WhatsApp before you order and we will send a sizing guide. Exchanges for resizing are covered in our Return & Refund Policy.
Can bracelets and necklaces be adjusted?
Most pieces can be shortened or extended by the atelier. Ask us before ordering and we will confirm for the exact piece; resizing terms are in our Return & Refund Policy.
Care
What does lifetime care include?
Professional cleaning, polishing, prong checks and the first resize — for as long as you own the piece, as set out in our Terms of Service. Message us on WhatsApp to arrange it.
How should I care for my piece at home?
Keep it in its House pouch, away from other pieces; put it on after perfume, not before. When it needs brightening: warm water, a drop of mild soap and a soft cloth — anything more, leave to the House’s lifetime care.
Payments
Which payment methods do you accept?
Payment options are being finalized ahead of launch and will be published here — and in our Terms of Service — before the first orders open.
Do you offer cash on delivery?
We deliver by insured courier with prepaid orders only — it is how we protect your piece and your privacy. Delivery terms are in our Shipping Policy.
Is my payment information safe?
Payment is taken through Shopify's encrypted checkout; the House never sees or stores your card details. How your information is handled is set out in our Privacy Policy.
Bespoke
How does a commission begin?
With a conversation — on WhatsApp or through the written inquiry form. We reply within one working day.
How long does a bespoke piece take?
Most commissions are completed within six to eight weeks of the design being approved. Deposit and timeline are agreed in writing before any work begins, as our Terms of Service set out.
Can a bespoke piece be returned?
Custom pieces are made once, for one person, and cannot be returned — though we will always resize a bespoke piece. The custom-work exception is stated in our Return & Refund Policy, and full terms are on the Bespoke page.