Delivery & Orders

·         Q: Do you deliver outside the UAE?

A: No — we currently accept online orders and deliver only to addresses within the United Arab Emirates.

·         Q: How soon will I receive my order?

A: We offer next‑day delivery within the UAE (for orders placed before the cut‑off time). You’ll receive a tracking link once your order is dispatched.

·         Q: Can I track my order?

A: Yes — once your order is dispatched, we send you a tracking link via email or SMS. You can also reach out to customercare@pellington.ae for help.

·         Q: What happens if I’m not home when delivery is attempted?

A: Our delivery partner (Quiqup) will make up to two delivery attempts. If still undelivered, the order may be cancelled and returned.

Returns, Refunds & Exchanges

·         Q: Can I return an item simply because I changed my mind?

A: Unfortunately, we cannot accept returns for change of mind due to hygiene and quality control. Returns/exchanges are only accepted if items are defective, damaged, or not as described.

·         Q: What is the returns window?

A: You must raise a return/exchange request within 48 hours of receiving your order by emailing customercare@pellington.ae with relevant images.

·         Q: Can I return personalised or engraved items?

A: No — personalised, engraved or custom work is non‑returnable and non-exchangeable.

·         Q: How long will my refund take?

A: Once approved, refunds are processed to your original payment method within 7–10 working days (bank processing times may vary).

·         Q: If I request an exchange, do I pay extra delivery?

A: No — if an exchange is approved, we’ll resend the replacement item at no extra charge.

Payments & Pricing

·         Q: What payment methods do you accept?

A: We accept major credit/debit cards and alternative payment methods as configured on our checkout page (e.g. Visa, Mastercard, etc.).

·         Q: Are prices inclusive of VAT?

A: Yes — all prices listed are in AED and include applicable VAT.

·         Q: Is my payment information secure?

A: Absolutely. We use industry‑standard encryption and secure payment systems to protect your data.

Product Care & Maintenance

·         Q: How should I care for my jewellery?

A: To preserve the beauty and longevity of your pieces:
- Avoid contact with harsh chemicals, perfumes, lotions, or bleach.
- Remove jewellery before swimming, bathing, or during heavy physical activity.
- Store pieces separately in soft pouches or lined boxes to avoid scratches.

·         Q: Do you offer jewellery cleaning or servicing?

A: We currently do not offer in‑house cleaning at no cost. However, we can provide advice on trusted professional cleaners in the UAE. Contact us at customercare@pellington.ae for more details.

Warranty & Authenticity

·         Q: Are Pellington products authentic?

A: Yes — all our jewellery is crafted under strict quality control, using ethically sourced materials. Each item is 100% authentic and inspected before dispatch.

·         Q: Do you offer a warranty?

A: We provide a 6‑month limited warranty covering manufacturing defects. Damage from normal wear, misuse, or unauthorised repairs is not covered.

Packaging

·         Q: How will my order be packaged?

A: Every order comes in signature Pellington packaging designed for safe delivery and an elegant unboxing experience.

Jewellery Sizing & Adjustments

·         Q: How do I find my correct ring size?

A: We provide a size guide on our website. If unsure, you can contact customercare@pellington.ae for assistance before purchasing.

·         Q: Can I resize my jewellery after purchase?

A: Selected pieces can be resized or adjusted. Please reach out to our support team to check feasibility and associated costs.

Customer Support

·         Q: How can I reach Pellington for urgent inquiries?

A: You can contact us by:
- Phone: +971 52 203 8848
- WhatsApp: (direct link)
- Email: customercare@pellington.ae

Our team is available Saturday–Thursday, 9 AM to 9 PM, and Friday 12 PM to 9 PM.