SHIPPING POLICY

Production and Processing

All MOUJ jewelry is made to order unless expressly stated otherwise.

Our standard production and delivery timeframe is approximately two to three weeks after payment and all order details have been confirmed.

Customized or highly detailed designs may require additional time. Where this applies, the customer will be informed through the contact details provided with the order.

Orders are dispatched only after they have passed our quality-control process.

United Arab Emirates Delivery

Orders within the United Arab Emirates are delivered using a local courier service.

Once the order is ready for dispatch, the customer may receive a telephone call, text message, WhatsApp message, or delivery notification from MOUJ or the courier.

The customer must provide a complete UAE delivery address and an active UAE telephone number.

Delivery timeframes begin once production has been completed. Delays may occur during weekends, public holidays, high-demand periods, or because of circumstances affecting the courier.

International Delivery

International orders are shipped primarily through DHL Express.

Available destinations and shipping charges are displayed at checkout where applicable. Delivery availability may depend on courier coverage, customs restrictions, sanctions, security requirements, or local import regulations.

Once an international order has been dispatched, the customer will receive tracking information where available.

International delivery times vary by destination and customs processing. Any delivery estimate provided at checkout or after dispatch is an estimate rather than a guaranteed arrival date.

Shipping Charges

Shipping fees are calculated or displayed during checkout based on the delivery destination, courier service, package details, and available shipping method.

Any promotional or complimentary shipping offer will apply only where expressly stated and may be subject to specific conditions.

Customs Duties, Taxes, and Import Fees

International orders may be subject to import duties, customs charges, destination-country VAT, brokerage fees, or other government charges.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping fee and must be paid by the recipient.

MOUJ cannot estimate or control charges imposed by customs authorities. Customers are responsible for checking their country’s import requirements before ordering.

Customs authorities may request identification, proof of purchase, payment confirmation, or other information from the recipient before releasing a shipment.

Accurate Delivery Information

Customers are responsible for providing:

• A complete and accurate delivery address.
• The correct country, city, area, and postal code where applicable.
• A working telephone number.
• Any building, apartment, access, or delivery instructions needed by the courier.
• A correct recipient name that matches any identification required by customs.

MOUJ is not responsible for delays, failed delivery, or additional fees caused by incorrect or incomplete information supplied by the customer.

Please contact us immediately if an address correction is required. We cannot guarantee that an address can be changed after dispatch.

Tracking and Delivery Updates

Tracking information will be provided when available.

Tracking updates are controlled by the courier and may not appear immediately after dispatch. Customers should allow time for the shipment to be scanned into the courier’s system.

Once a parcel has been handed to the courier, delivery updates should be monitored through the tracking details provided.

Delivery Attempts and Unclaimed Parcels

The customer or an authorized person should be available to accept the delivery.

Where delivery cannot be completed, the courier may attempt redelivery, request collection, or return the parcel to MOUJ.

If a parcel is returned because of:

• An incorrect or incomplete address.
• Repeated unsuccessful delivery attempts.
• Failure to respond to the courier.
• Failure to provide customs documentation.
• Refusal to pay applicable import charges.
• Refusal to accept the shipment.

the customer may be responsible for the original shipping fee, return shipping fee, customs charges, storage fees, and the cost of resending the order.

Because MOUJ products are made to order, an unclaimed or refused parcel does not automatically qualify for a refund.

Delayed Shipments

Courier and customs delays may occur for reasons outside our control, including:

• Customs inspections.
• Public holidays.
• Severe weather.
• Flight or transport interruptions.
• Security procedures.
• Incorrect customer information.
• Destination-country restrictions.
• High seasonal shipping volumes.

MOUJ will reasonably assist the customer in communicating with the courier, but we cannot guarantee a delivery date once a parcel is under the control of the courier or customs authority.

Lost Shipments

A shipment will not be considered lost until the courier has completed its investigation and officially confirmed the loss.

Customers must contact MOUJ promptly if tracking has not updated for an unusual period or the parcel appears to be lost.

We will open an investigation with the courier and advise the customer of the outcome. Any replacement or refund will be considered after the courier investigation has concluded and in accordance with the circumstances and applicable law.

Damaged Packages or Incorrect Items

Please inspect the parcel upon delivery.

If the outer package appears seriously damaged or tampered with, photograph it before opening wherever possible.

Any damaged, defective, or incorrect item should be reported to MOUJ promptly after delivery with:

• The order number.
• Clear photographs and videos of the outer parcel.
• Clear photographs and videos of the jewelry.
• A description of the issue.
• Photographs of the shipping label and packaging.

The item must not be worn, altered, repaired, resized, or taken to another jeweler before MOUJ reviews the claim.

Ownership and Responsibility

Responsibility for the shipment will be determined in accordance with applicable law and the circumstances of delivery.

A shipment may be treated as delivered when the courier’s tracking system confirms delivery to the address provided, reception desk, concierge, authorized recipient, or another accepted delivery location.

Contact Us

For shipping assistance, please contact:

Telephone : +971 54 466 4688

WhatsApp : +858 914 8500

Email: mouj.finejewels@gmail.com

Registered Business Address:
Office 230, Saeed Bin Thani Building
Naif, Dubai
P.O. Box 14418
United Arab Emirates

Website: moujjewelry.com