FAQs
Shipping
What company name will appear for billing and transactions?
All products sold via msgemsbymamta.com use the legally registered company name M’s Gems FZCO for billing and transaction purposes.
Do you offer same-day delivery in Dubai?
Yes, we offer same-day delivery in Dubai for orders received before 2:00 PM.
How long does UAE delivery take?
UAE delivery is estimated within 1–3 business days. For remote locations within the UAE, delivery may take up to 7 days.
Do you offer international delivery?
Yes, international orders are delivered via international courier within 7–15 business days.
Who is responsible for customs duties, taxes, or import fees on international orders?
For all international shipments, the customer is responsible for paying any applicable customs duties, taxes, or import fees required by the destination country, regardless of the final amount.
How can I contact you for order-related inquiries or expedited shipping?
For all order-related inquiries or to request expedited shipping, please contact us via call or WhatsApp at +971 55 180 9649, or email us at info@msgemsonline.com.
Do you sell to OFAC-sanctioned countries?
No, M’s Gems FZCO does not sell to or provide services to any OFAC-sanctioned countries, in accordance with UAE law.
Why might I see multiple charges on my card statement?
Multiple shipments may result in multiple charges appearing on the cardholder’s monthly statement under the name M’s Gems FZCO.
Returns & Exchanges
What is your return and exchange policy?
If you are not fully satisfied with a purchase made on www.msgemsbymamta.com, or if your item was damaged in transit, we offer repair, exchange, or refund options.
How do I request a return or exchange?
Please clearly indicate whether you are requesting a return or an exchange. You can contact our customer service team at info@msgemsonline.com or call/WhatsApp +971 55 180 9649.
What is the return window?
Returns must be requested within 7 days of delivery.
What are your customer service hours?
Our customer service team is available Sunday–Thursday from 9:00 AM to 4:00 PM (GST).
What proof is required for a return or exchange?
Your request must include proof of purchase, such as an invoice, bank statement, order confirmation, or delivery note from M’s Gems FZCO.
Can you arrange pickup for returned goods?
Yes, if needed, we can arrange pickup of returned goods. Any associated costs will be communicated in advance.
What happens after you receive my return?
Once we receive your return, we will provide you with a Return ID Number via email.
What options may be offered after a return is received?
Depending on the case, we will offer one of the following within 30 days: full refund, partial refund, product replacement, product repair, or exchange for another item.
Return Requirements
What condition must the item be in for a return?
The item must be in its original condition and show no signs of use.
How should I ship a return?
Please use an insured and trackable shipping method, as we are not responsible for lost returns.
What happens if my return package does not reach you?
If a package does not reach us, it is the sender’s responsibility to file a claim with the courier service.
What happens if return shipping is underpaid?
Insufficient postage or underpaid shipping will result in the deduction of applicable fees and administrative charges from the final refund.
Are customs duties, taxes, or import fees refundable on returned international shipments?
No, we are not responsible for any customs duties, taxes, or import fees levied on returned international shipments.
Refunds
How are refunds processed?
All refunds will be processed via the original mode of payment only.
Can a credit card refund be issued to a different card?
No, credit card refunds can only be made to the same card used for the original purchase.
How long do refunds take?
Refunds are processed within 30 days of receiving the returned item. Please allow up to 21 days for the credit to reflect in your account.
How are partial refunds processed?
If eligible for a partial refund, the amount will be credited to your original payment method. In cases of exchange for a lower-value item, an administration and shipping fee may apply. We will notify you of any additional charges.
Exchanges
Can I request an exchange?
Yes, you may request an exchange within 10 days of receiving your order. Items must be unworn, unused, in their original condition, and returned with the original packaging. Exchanges are subject to availability.
What happens if the new item is higher in value?
If the new item is higher in value, the price difference must be paid before dispatch.
What happens if the new item is lower in value?
If the new item is lower in value, the difference may be offered as a credit voucher.
Are exchange shipping or pickup charges covered?
Exchange shipping or pickup charges are not covered and will be charged to the customer.
Can I visit in person for an exchange?
Yes, customers may visit us in person to avoid pickup fees.
Can faulty items be exchanged?
Faulty items can only be exchanged for the same item, based on availability.
Services
Do you offer complimentary gift wrapping?
Yes, complimentary gift wrapping is available.
Do you offer complimentary shipping?
Yes, complimentary shipping is available.
Do you offer easy returns and exchanges?
Yes, easy returns and exchanges are available.
Do you provide an authenticity certificate?
Yes, an authenticity certificate is provided.
Do you offer a repair warranty?
Yes, we offer a 5-year repair warranty.