FAQS
Frequently Asked Questions (FAQs)
Ordering & Payment
How do I place an order?
You can place an order directly through our website by selecting your desired jewellery piece and proceeding to checkout. For bespoke or custom orders, please contact us at service@carathousedubai.com
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, and American Express. We also offer secure payment options through Apple Pay and bank transfer.
Can I modify or cancel my order after placing it?
If your order has not yet entered production, we may be able to modify or cancel it. Please contact us immediately at service@carathousedubai.com to check the status of your order. Custom and bespoke orders cannot be canceled once production has begun.
Shipping & Delivery
How long will it take for my order to arrive?
All Carat House jewellery is individually made to order. Standard pieces typically take 2–3 weeks to complete, while bespoke and custom designs require approximately 4–5 weeks. Once your order is dispatched, you will receive a tracking number for real-time updates.
Do you offer international shipping?
Currently, Carat House delivers exclusively within Australia. International shipping will be introduced in the future, and we will announce its availability on our website and social media channels.
Is my order insured during shipping?
Yes, all orders are fully insured during transit until they are signed for upon delivery.
Jewellery & Customization
Do you offer custom and bespoke jewellery?
Yes, we offer custom and bespoke jewellery services. Our specialists guide you through every step of the design journey, from concept to creation. A personalised CAD design is provided for your approval before manufacturing begins, ensuring complete confidence in the final design.
Do your diamonds come with certification?
Diamonds of 0.30ct and above are individually certified by IGI (Lab) or GIA (Natural). Smaller diamonds are not individually certified but are carefully selected to meet our strict quality and craftsmanship standards. In addition, all pieces include an SGL Jewellery Report for the finished jewellery.
Can I request engraving on my jewellery?
Yes, we offer engraving services for most rings and jewellery pieces.
Do Carat House pieces come with certification?
Yes, all Carat House jewellery comes with a Carat House Certificate of Authenticity. All pieces also include an SGL Jewellery Report for the finished jewellery. For diamonds over 0.30ct, the centre stones are individually certified by GIA (Natural) or IGI (Lab).
Resizing, Repairs & Warranty
Do you offer ring resizing?
Yes, we offer complimentary resizing up to 2 sizes within 6 months of receiving your ring. For resizing beyond this, a fee of $139 AUD applies. Some rings, such as full eternity rings, cannot be resized and may need to be remade.
How do I get my jewellery repaired?
We offer jewellery repair services with a standard turnaround time of 14-21 business days. If your item has a manufacturing defect, we will repair it free of charge under our Lifetime Manufacturing Guarantee. Contact us to arrange a repair.
Do you offer rhodium plating for white gold jewellery?
Yes, we offer rhodium plating, cleaning, and polishing for a fee. This ensures your white gold jewellery maintains its brilliance over time. For inquiries please contact service@carathousedubai.com.
Miscellaneous
Do you offer gift cards?
Yes — Carat House offers digital gift cards, delivered directly via email.
Our gift cards may be used toward any available piece or applied to a bespoke design. Recipients are welcome to book a private consultation to create something entirely their own.
For assistance selecting a value or arranging a gift card, our team is always happy to help.
How do I contact customer support?
You can reach us via email at service@carathousedubai.com or by phone at (+61) 420 630 875. Our team is happy to assist you!
Need Help With Your Order?
For any questions or support regarding your order, tracking, or delivery, please feel free to reach out to our team.
📩 Contact us at:
Sydney (+61) 420 630 875
Service@carathousedubai.com
We'd love to hear from you...
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ABOUT US
Our Story
Dubai (+971) 5444 12393
Sydney (+61) 4 2063 0875
service@carathousedubai.com