Shipping policy
Delivery Timelines
Timelines begin from the date your order is confirmed and payment is settled in full (or, for Crafted-to-order and Bespoke pieces, from the date production is released, see Refund Policy).
| Stock State | United Arab Emirates | GCC |
|---|---|---|
| Ready (in stock) | Dubai & Sharjah: next business day · Other Emirates: 2–3 business days | 5–8 business days |
| Crafted to order (MTO) | Approximately 8 weeks from order confirmation, dispatched within UAE | 8 weeks + 5–8 business days to GCC |
| Bespoke (co-created) | Communicated individually at consultation; typically 10–16 weeks | Quoted at the time of agreement |
Timelines are estimates given in good faith. Materials, atelier capacity, and logistics can occasionally extend a piece's journey. Where this happens, we contact the connoisseur directly. Delays beyond our published windows do not, in themselves, entitle a connoisseur to cancellation, refund, or compensation.
The atelier does not dispatch on Saturday, Sundays, or UAE public holidays.
Shipping Charges
- United Arab Emirates: Complimentary on every piece, every order, every Emirate.
- GCC: A flat handling and logistics charge of 5% of the order value is applied at checkout or invoiced separately for telephone orders.
- Duties and import taxes levied by GCC customs authorities are the responsibility of the recipient. Where requested, the atelier will provide a duty estimate before dispatch.
Order Confirmation and Tracking
You will receive:
- A confirmation of your order on completion of checkout
- A second confirmation when your piece is dispatched from the atelier, including the carrier tracking reference
- An SMS or WhatsApp notification from our delivery partner on the day of arrival
For larger pieces, the atelier may contact you in advance to schedule a delivery window that suits the access and configuration of your residence.
In-Person Collection from the Atelier
Connoisseurs in Dubai may elect to collect their piece in person from the atelier on Jumeirah Beach Road, Umm Suqeim 1, by prior appointment. The atelier prepares the piece for handover with the same archival packaging that accompanies dispatched orders.
Damage in Transit
Please examine your piece on arrival in the presence of the delivery partner. Any external damage to the outer carton or visible damage to the piece must be noted on the carrier's delivery receipt and reported to the atelier within 48 hours of receipt. We will arrange inspection and resolution under the Heirloom Promise.