Policies and Terms & Conditions
Our Promise to You
At The Diamond Oasis, each piece of jewelry is thoughtfully crafted to your exact specifications, making it a truly unique , and not mass produced. We take immense pride in creating pieces that perfectly match your style and size requirements.
Our Quality Commitment
We stand firmly behind the quality of every piece we create. While every jewellery you purchase is crafted specifically for you (made-to-order) and therefore not eligible for standard returns & refunds for ANY reason, we're fully committed to ensuring your complete satisfaction.
If Something Isn`t Perfect — Manufacturing Warranty
In the rare event that you receive a piece with a manufacturing defect:
- Simply reach out to us within 7 days of receiving your jewelry.
- Our dedicated team will respond within 12 hours.
- Include clear photos & videos of your concern, and we'll guide you through the process.
- Once approved, we'll make it right by either repairing it or crafting a new piece, covering shipping both ways.
The warranty is valid only with proof of purchase and if the jewellery has not been altered in any way.
Our Generous 6-Month Stone Security Guarantee
Your peace of mind matters to us. That's why every piece comes with a 6-month warranty covering side stones. If any side stone becomes loose or dislodged We'll restore your jewelry to its original beauty.
- Professional repair by our master craftsmen
- Completely free of charge
- Return shipping included
The warranty is valid only with proof of purchase and if the jewellery has not been altered in any way.
Wear & Tear (Not Covered by Manufacturing Warranty) or 6-Month Stone Security Guarantee
Fine jewellery — especially rings — naturally shows signs of everyday wear. Our Manufacturing Warranty does not cover damage caused by accidents, mishandling, abusive use, theft, or general wear and tear. This includes:
- Dents, scratches, or abrasions to metal settings. Precious metals are malleable and will wear over time. We recommend an annual jewellery check to ensure stones remain secure. A professional clean and polish can restore its brilliance.
- Chips, cracks, scratches, or breakage of gemstones due to impact. While diamonds and moissanite are extremely durable, they are not indestructible. Stones can chip if struck at certain angles — particularly along exposed edges (such as prong settings).
- Pitting or corrosion caused by harsh chemicals (e.g. chlorine, bleach, cleaning agents).
- Metal discolouration from chemicals, cosmetics, pools, hot tubs, or bathing.
- Worn-down claws, prongs, or bands that may loosen over time and allow a stone to fall out.
- Loss of a gemstone resulting from wear, impact, or external damage.
Order & Payment Terms
- All orders must be paid in advance. Upon request, a 50% deposit with the remaining 50% due before delivery may be arranged.
- Kindly note that once a deposit is paid for a piece with any form of customization (including engraving), it becomes non-refundable.
- Any design modifications requested after confirmation that require additional gold, diamonds, or materials will incur additional charges.
- The Diamond Oasis reserves the right to cancel an order if it is unable to fulfill it for any reason.
Crafting & Delivery Timeframes
We value our clients across UAE, KSA, Lebanon, and beyond, we're delighted to offer:
- Complimentary shipping on every order in United Arab Emirates, Kingdom of Saudi Arabia, and Lebanon.
- Secure packaging to ensure safe arrival.
Crafting & Delivery Time Estimations:
- Ready-to-Ship items delivered within 3-5 business days.
- For custom-crafted (made-to-order) jewellery allow 7-14 business days for creation and delivery. It'll be worth the wait!
Note: Delivery timelines may vary based on your location and factors beyond our control, including public holidays, peak periods, weather conditions, courier delays, or customs clearance procedures.
Intellectual Property
- All custom designs created or modified by The Diamond Oasis remain our intellectual property.
- By proceeding with a custom order, you agree that we may use, display, reproduce, and share the design worldwide and indefinitely for marketing, promotional, and digital purposes, including on our website and social media channels.
- If you wish for your design to remain private, you may request a non-disclosure agreement prior to submitting your custom order. Non-disclosure agreement may mean price alteration of the piece. If no agreement is requested and signed, The Diamond Oasis reserves the right to display and use the design as part of our portfolio and promotional materials.
Privacy Policy
The Diamond Oasis is committed to protecting your privacy and safeguarding your personal information. This policy explains how we collect, use, share, and protect your data when you visit our website or use our services.
Information we collect:
- Personal details (name, email, phone number, billing and delivery addresses, payment information)
- Browsing data (IP address, browser type, device information, pages visited, website interactions)
- Transaction details (purchase history, order information, preferences)
Your information is used to:
- Process and fulfill orders
- Provide customer support
- Improve our website and services
- Send promotional updates (with your consent)
- Detect and prevent fraud
We do not sell or trade your personal data. We may share it only with:
- Authorized service providers (e.g., payment gateways, shipping partners, IT providers)
- Legal or regulatory authorities when required by law or to protect our rights
Our website uses cookies and similar technologies to enhance your experience, analyze performance, and personalize content. You may control or disable cookies through your browser settings. Subject to applicable laws, you may request access to, correction of, or deletion of your personal information by contacting us via our website.
We may update this Privacy Policy from time to time to reflect operational, legal, or regulatory changes. Any significant updates will be communicated on our website.
Last update: February 2026
Care Instructions
To preserve the beauty and longevity of your ring, we recommend removing it during any hands-on activities. A simple rule: put your jewellery on last when getting ready, and take it off first when you return home. Always remove your ring before sports, gym sessions, or heavy household tasks such as washing dishes or gardening.
Here to Help
We're committed to providing exceptional service:
- Email: clientcare@thediamondoasis.com
- Response time: Within 12 hours
- Friendly, professional support
- Expert guidance whenever you need it
Your satisfaction is our priority. While we maintain specific policies due to the custom nature of our pieces, we're always here to ensure you're delighted with your The Diamond Oasis jewelry.
