Customer Service Guide
Frequently Asked Questions
Find clear answers to common questions about FID Royal Jewelry orders, shipping, returns, ring sizing, lab-grown diamonds, certification, bespoke jewelry, warranty support, and trade-in and upgrade.
How Can We Help?
Shopping With FID
Orders & Payment
How do I place an order?
Choose your jewelry design, select the available options such as metal type, total carat weight, size, or relevant product details, then add the item to your cart and proceed to checkout.
Can I change my order after placing it?
Contact us as soon as possible. You may change or cancel your order for a full refund until we email you that production has started. After that, the order cannot be changed or cancelled before delivery.
Do you accept international orders?
Yes. We deliver to the countries offered at checkout. For delivery outside the UAE, your country may charge import duties and local taxes when the parcel arrives. These are not included in our price and are paid by you to the carrier.
Are prices final at checkout?
Yes. The price shown at checkout and confirmed in your order confirmation will not change. For delivery outside the UAE, import duties and local taxes are not included and are paid by you to the carrier.
What payment methods do you accept?
The payment methods available for your country and currency are shown at checkout. Payment is due in full when you order. Bespoke pieces may be paid in stages.
Is there a discount on my first order?
Yes. Subscribe to our emails and we send you a code for 10% off your first online order. One code per customer; it cannot be combined with another offer, and bespoke pieces are not included. See the Welcome Offer terms.
Can I visit you?
We are an online business, so we meet our clients online rather than in person. Message us on WhatsApp or email concierge@fidroyaljewelry.com to arrange an online meeting, and we will help you with anything you need before or after your order.
Delivery Support
Shipping & Delivery
Do you offer free shipping?
Yes. Standard insured shipping is free on every order. If an additional charge applies to your order, we tell you the amount before you pay.
How long does delivery take?
Preparation takes approximately 2 to 3 weeks. After dispatch, delivery takes 1 to 3 business days in the UAE, 3 to 10 business days in the GCC and Middle East, and 5 to 10 business days in other countries, depending on customs. These are estimates.
Will I receive tracking?
Yes. Once your order is dispatched and tracking is available, we will share tracking details so you can follow the delivery progress.
Are orders insured during transit?
Yes. Every shipment is insured by us until it is delivered to the address you gave and signed for. If your order is lost or stolen in transit, we replace it or refund you in full.
Where can I read the full shipping policy?
You can read the full policy here: Shipping Policy.
Return Support
Returns & Exchanges
Do you offer returns?
Yes. You may return an eligible piece within 30 days of delivery for a refund, for any reason, or exchange it. The piece must be unworn, unaltered and returned with its box and documents, including any IGI grading report. You pay the return shipping; we pay the shipping for one exchange per order.
Are custom or engraved items returnable?
Bespoke, made-to-order, engraved and resized pieces, and pieces marked “Final Sale” or “Clearance”, cannot be returned or exchanged unless, on inspecting the piece, we confirm a defect.
How do I request a return or exchange?
Email support@fidroyaljewelry.com with your order number before sending anything. We issue a return number and arrange the insured courier. Before collection, send us photographs of the piece and of the sealed package. Pieces sent without a return number may be refused.
When will I receive my refund?
Refunds are made to the original payment method within 14 days of our receiving the piece, after inspection. Your bank may take additional time.
Where can I read the full return policy?
You can read the full policy here: Returns, Exchanges & Refunds Policy.
Fit Guidance
Ring Sizing & Resizing
How do I find my ring size?
You can measure an existing ring, measure your finger with a paper strip or measuring tape, compare international sizes, or request a complimentary ring sizer.
View the full guide here: Ring Size Guide.
Can I order a free ring sizer?
Yes. You can request a complimentary FID ring sizer here: Order Your Free Ring Sizer.
Is ring resizing free?
Yes, once, within 12 months of delivery, by up to two sizes. Eternity rings are excluded. Shipping is free within the UAE.
Can every ring be resized?
No. Resizing depends on the ring design, metal type, stone setting, band structure, and requested adjustment. Full eternity rings and complex pavé designs may not be safely resizable.
Are eternity rings resizable?
Full eternity rings usually cannot be resized because diamonds or stones continue around the full band. We recommend confirming your size carefully before ordering this style.
What should I do if I am between sizes?
Consider ring width, finger shape, climate, and everyday comfort. Wider bands may feel tighter than slim bands. Contact us if you need sizing guidance before placing an order.
Diamond Education
Lab-Grown Diamonds
Are lab-grown diamonds real diamonds?
Yes. Lab-grown diamonds are real diamonds created in controlled laboratory conditions. They have the same essential diamond composition and optical beauty as mined diamonds.
Are lab-grown diamonds the same as cubic zirconia?
No. Cubic zirconia is a diamond simulant. A lab-grown diamond is a real diamond, not glass, plastic, or cubic zirconia.
Why does FID use lab-grown diamonds?
FID Royal Jewelry focuses on lab-grown diamonds because they offer refined brilliance, modern traceability, and strong value for customers seeking luxury diamond jewelry.
Do lab-grown diamonds sparkle like natural diamonds?
Yes. Sparkle depends heavily on cut quality, proportions, polish, symmetry, and stone selection. Well-cut lab-grown diamonds can show excellent brilliance and fire.
Do you provide diamond quality details?
Product pages may include diamond details such as shape, total carat weight, color appearance, clarity, certification availability, and setting information where applicable.
Documents & Authenticity
Certification & Appraisal
Do FID jewelry pieces come with certification?
Yes. Every piece is delivered with an FID house card stating the details of every stone and the materials used. Every stone of 1 carat or more also comes with its own IGI grading report.
Will every item include a diamond certificate?
Every stone of 1 carat or more comes with its own IGI grading report. Smaller stones are described on the FID house card. Keep both documents safe: if a piece is returned, exchanged or traded in, we deduct USD 150 for each IGI grading report that came with it and is not returned.
What is an appraisal?
An appraisal is a document that may describe the jewelry piece, materials, workmanship, and estimated retail value for reference purposes.
Can I request additional documentation?
Contact us before ordering if you require specific documentation. Availability depends on the design, diamond details, and product category.
Custom Design
Bespoke Jewelry
Can I create a custom jewelry piece?
Yes. FID Royal Jewelry offers bespoke jewelry guidance for selected rings, pendants, earrings, bracelets, and meaningful gifts.
How does the bespoke process work?
The process usually begins with your idea, preferred design style, budget, metal, diamond shape, size, and reference images. Our team then reviews feasibility, quotation, design direction, and production requirements.
How do I pay for a bespoke piece?
A bespoke piece may be paid in four stages: 20% in advance when you place the order, 30% when you approve the design, 20% when the model has been crafted in metal, and 30% before the stones are set and the piece is shipped. Each payment is due within one week of our request.
Can I cancel a bespoke order?
Yes, until production starts, and we refund the 20% advance in full. Once production has started, a bespoke order cannot be cancelled.
Are bespoke pieces returnable?
No, unless, on inspecting the piece, we confirm a defect.
Where can I start a bespoke request?
Start here: Bespoke Jewelry or contact us directly through the Contact Us page.
After-Sales Care
Warranty & Repairs
Do you offer warranty support?
Yes. Every piece carries a lifetime manufacturing warranty for the original purchaser. If, on inspecting the piece, we confirm a defect, we repair it at no cost, or replace it or issue store credit if it cannot be repaired.
What may be covered?
Verified manufacturing-related issues may be reviewed, including workmanship faults, setting defects caused by production, structural issues caused by craftsmanship, or clasp and fastening issues caused by manufacturing defects.
What is not covered?
Normal wear and tear, scratches, dents, accidental damage, impact damage, misuse, chemical exposure, loss, theft, third-party repair, or unauthorized alteration are generally not covered.
Who pays shipping for warranty work?
You pay shipping in both directions. If we confirm a defect within two years of delivery, we refund your shipping cost.
Can I request paid repairs?
If an item is not covered under warranty, we may still offer paid repair or servicing where technically feasible, subject to inspection and quotation.
Where can I read the warranty policy?
Read the full policy here: Warranty & Repairs Policy.
Long-Term Value
Lifetime Trade-In & Upgrade
What is the Lifetime Trade-In & Upgrade?
You may trade in a piece bought from FID Royal Jewelry for a credit equal to its original purchase price, towards one new piece priced at least double that credit.
Can I upgrade my jewelry later?
Yes. Each piece can be traded in once. The piece must pass our inspection, be in original condition with its documents (USD 150 is deducted for each missing IGI grading report), and must not have been altered by another jeweller.
Do all products qualify?
Bespoke pieces are not eligible. You pay the shipping to us, and we ship the new piece free. The credit must be used within seven (7) days and is not redeemable for cash.
Where can I learn more?
View the details here: Lifetime Trade-In & Upgrade.
Still need help?