Frequently Asked Questions
ORDERS
You can login to your La Marquise account on the website at any time, select “My Orders” to review your order status.
We can edit your order as long as it has not yet been processed. Please note that we process our orders fairly quickly, so please inform us as soon as possible. You can contact us with your changes on the pieces that you ordered with your order reference number and we will do everything we can to accommodate you. Please note the only changes possible will be colour of gold, colour of stone and sizes within the range of two standard sizes.
Unfortunately, we cannot add items to existing orders. If you’d like to add more items, place a new order and provide us with both order numbers; our team will try our best to merge them before shipping and reimburse any shipping fees, if eligible.
Please check your order status on your La Marquise account, if your order has not yet been shipped, you will be able to edit the shipping address. If the order has already been shipped, unfortunately, we will not be able to make any changes.
Once the order is placed, we are unable to make any changes to such pieces. Please make sure you review your order and engraving carefully before making the final payment.
Please check your order status on your La Marquise account, if your order has not yet been shipped you will be able to cancel it directly from your account and your refund will be processed via your method of payment.
If your order has been shipped, unfortunately, we cannot cancel your order. In this case, please see instructions for Returns.
Keep in mind that we’re not able to cancel made to order pieces, customisable collections, engraved pieces and special orders.
Please feel free to contact us with the details of the piece and we will do our best to get it to you as soon as possible.
PAYMENTS
We accept all major credit card companies – Mastercard, Visa, American Express, Discover, Diners Club International & Union Pay.
We currently accept payment only in United Arab Emirates Dirhams (AED).
There is a 5% VAT in the United Arab Emirates which is included in the pricing, so you pay what you see.
Yes. Tabby is available as a service for our clients. The general purchase limit is currently AED 5,000 for our website. Based on your credit score with Tabby, this limit can be higher or lower. For any queries, kindly visit Tabby’s website to read their Terms and Conditions or contact them directly at help@tabby.ai.
SHIPPING
All shipping within UAE is free!
The shipping & processing time depends on the items you are ordering. The shipping date of each item is mentioned during checkout. Please find below a good to know guide on our item shipping format:
In Stock – Ships Today: These items are available on hand and are processed for shipping immediately. These items are eligible for returns & refunds.
Backorder – Ships On: These items are out of stock and the “Ships On” date mentions when they will be shipped after receiving the new pieces. These items are eligible for returns & refunds.
Special Order – Ships On: These items are made specially as per your unique size requirements and the “Ships On” date mentions when it will be dispatched from our facilities. These items are not eligible for returns or refunds.
Made to Order: These items are customised one of a kind pieces made as per your designs. Based on the complexity of the design, we will give an estimated date of shipping. You can start the process by clicking here. These items are not eligible for returns or refunds.
For delivery within Dubai, we offer next day delivery. For all other emirates we will require 2-3 business days to reach you. Estimated delivery times will always be mentioned on check out. In case of COVID restrictions, please allow for increased delivery times to other emirates.
Being fine jewellery safe delivery is paramount, so we do not ship to PO Boxes, APO or FPO addresses. A signature may be required upon delivery.
Yes, you can! During checkout in the Address section just click the option of in-store Pick-Up. Please select from one of our boutique locations from the drop down list. Just show your order confirmation email to any of our Sales Executives in-store as per your delivery date to get your jewellery piece. You may be asked for a signature upon pick-up.
Currently, we do not ship internationally. Please stay tuned to know when we begin to offer international delivery.
RETURNS
We offer a full refund within 15 days of purchase for online orders. All returned products must have their original tags, have no signs of damage and original packaging intact. Please return it along with original packaging it came in, no oversized or large boxes will be accepted as these increases shipping rates. Any additional fees incurred because of larger packaging will be deducted from the refundable amount, if applicable. We do not accept returns of made to order pieces, customisable collections, engraved pieces and special orders. You will be refunded via your original method of payment.
Please find below a good to know guide on our items which are eligible for returns:
In Stock – Ships Today: These items are available on hand and are processed for shipping immediately. These items are eligible for returns & refunds.
Backorder – Ships On: These items are out of stock and the “Ships On” date mentions when they will be shipped after receiving the new pieces. These items are eligible for returns & refunds.
Special Order – Ships On: These items are made specially as per your unique size requirements and the “Ships On” date mentions when it will be dispatched from our facilities. These items are not eligible for returns or refunds.
Made to Order: These items are customised, one of a kind pieces made as per your designs. Based on the complexity of the design, we will give an estimated date of shipping. You can start the process by clicking here. These items are not eligible for returns or refunds.
For UAE, your return is on us!
Sign in to your La Marquise account and view your orders. Choose the item you would like to return and click on the “Return” link seen on the right side of the selected product. Follow the instructions given. Please be sure to fill out the reason for return as it helps us to serve you better in the future. We will receive a refund request which will be handled by a member of our team on a priority basis. Provided it meets our return policy, they will guide you on shipping the product back to us.
Once your order arrives back to us, it can take up to 7-14 business days for it to be processed and for the funds to be reflected in your account.
Rings and bangles are eligible for exchange for a different size of the same piece within 15 days of purchase. The products must have no signs of damage. You can resize made to order pieces, customisable collections, engraved pieces and special orders along with any in stock or backordered pieces. Please note a maximum variance of two sizes will be accepted. Please contact us with your order number and size change specifications and somebody from our team will get in touch with you.
All other items cannot be exchanged but can be returned for a refund. You can then place a new order for the piece you prefer!
We will gladly accept your return or exchange and coordinate shipping it back to our facilities at all our retail boutiques. Please ensure that all return guidelines mentioned above are followed. Find you nearest boutique by clicking here.
JEWELLERY
Most of our pieces are manufactured in-house at our factory in Dubai, UAE. You can read all about it in Our Craft section. We manufacture select collections in sustainable, ethical manufacturing facilities in Hong Kong, Italy and Thailand. All our customers are always welcome to take a tour of our facilities. Please schedule an appointment by clicking here.
Yes, absolutely! We proudly source and use only natural, high quality, ethically sourced diamonds in all our jewellery.
All our diamond studded jewellery will be shipped with a third party jewellery certificate from reputed gemological laboratories.
Of course! We are specialised in made to order pieces. Just send us a request form with your designs and one of our team members will get in touch with you.
To find your best fit, check out our Size Guide. If you still need help finding your perfect fit, please visit any of our boutiques and our Sales Executives will be happy to assist you.
Fine jewellery at La Marquise is crafted to last a lifetime. However daily wear accumulates dust particles and can dull the brilliance of the diamond or the surface of gold and platinum. Basic care can preserve and protect your piece of jewellery for many years. We, at La Marquise provide complimentary lifetime assessment and cleaning. You can visit any of our boutiques to avail our complimentary cleaning. We also offer DIY tips on how to maintain the glam and sparkle of your jewellery at home in our Care Guide page.
Firstly, we deeply apologise for any inconvenience caused. Please follow our Return process and mention “Defective on Arrival” and whether you would like a full refund, or a brand-new piece delivered to you in the comment section. Our team will be happy to get in touch with you and resolve it right away.
Please do not get your order worked on by outside jewellers as this will void any potential for refund or replacement.
With day to day use, some wear and tear is inevitable. In such situations, just contact us or visit any of our boutiques for assessment. Once we assess the piece, we will provide you an estimate, if applicable. If acceptable, then we will send you a payment request. Upon receipt of payment we will repair, maintain and ship your jewellery within 7 working days.
There are also some cases in which jewellery cannot be repaired or fixed because of the extent of damage caused. In such case we will provide an estimate to remake the same piece at a favourable rate. In case you choose not to repair with us, we will ship the item back to you as received. Shipping charges may apply.
Our first priority is the safety of our staff and customers so utmost care and attention has been taken to ensure a safe and sanitised environment at both our manufacturing facilities and our boutiques. Our delivery process is also vetted for safety as per UAE regulations and guidelines. All the products are also sanitised and disinfected both in-store, at our factory and before packaging for delivery.
GIFTING
Yes! We offer exclusive digital gift cards. Select the Gift Card option from the Shop menu and select a value of your liking. You can even write a personalised note on checkout that will be emailed to your loved one along with the gift coupon!
Absolutely! Just check the box indicating that the piece is a gift. You can even write a personalised note which will be handwritten on your behalf. The gift receipt will not include the price of the items.
All our jewellery pieces are housed within a luxury box. It will come with an international laboratory certificate of authenticity, a polishing cloth, care guide, and a personalised note from you – should you wish to include it, when you select “This item is a gift” on checkout. Check out our Gift Guide for more details.
To redeem your La Marquise gift card, simply enter the code received via email at checkout. You can also redeem this gift card at any of our boutiques. All gift cards are non-refundable.
Yes! You just need to contact us with the order number and the sizing details and one of our team members will assist you. Alternatively, you can visit any of our boutiques.
Yes! You can return your gift as per our Return Policy. The amount will be refunded via the original payment method.
