Each Qilaada piece is inspected before it’s packed, so we’re confident in what we send. Jewellery is a personal, hygienic purchase, which is why we don’t take items back once an order is complete — please review your selection carefully before confirming.
If something isn’t right
We’ll make it right if:
- the piece you received isn’t the one you confirmed with us, or
- it reached you damaged or with a visible fault.
What to do
- Message our team within 48 hours of delivery, quoting your order number.
- Send us clear photos and a short video of the problem.
- Keep the item unworn, in the same condition you received it, with its box, packaging, certificates and any extras.
What happens next
Our quality team will review your case and, if needed, examine the returned piece. Qilaada makes the final decision on every claim. Once a refund is approved, we send it back to the payment method you used within 5–7 business days; your bank may need a few more days to show it.
Returns as a goodwill gesture
Now and then, we may accept a return that falls outside these rules. This is entirely our decision and not guaranteed. If we agree, the piece must reach us within 3 days of delivery, unworn and complete. We’ll keep 10% of the item price to cover handling and give you the rest as store credit.
What we can’t accept
- You’ve changed your mind or no longer want the piece
- You picked the wrong size, colour or design
- The piece was personalised, engraved or made to order
- It has been worn, used, resized or altered in any way
- The problem was reported more than 48 hours after delivery
After-sales service
Qilaada does not currently offer warranty, repair or maintenance services.
Updates to this policy
We may revise this policy from time to time. Your order is covered by the version that was live on the day you bought it.