Frequently Asked Questions

Yes. Our store runs on Shopify, one of the world's most widely used and secure e-commerce platforms. Your card details are encrypted during transfer and are never stored by us or visible to our team.

Caravana is a licensed UAE company — Caravana Concept Trading LLC, Trade Licence 1006197 — with a physical store in Dubai. There are real people behind this website, and you can come and meet us.

We accept Visa, Mastercard, Diners Club, Discover and JCB, as well as Apple Pay and Google Pay. Please note that we do not accept American Express.

You can also pay in instalments with Tabby — buy now, pay later, with no interest. Simply select Tabby at checkout and follow the steps.

Please note that Tabby is available to UAE residents with a UAE-issued card only. If you're ordering from outside the UAE, please use one of the other payment methods above.

All prices are displayed and charged in UAE Dirhams (AED). If your card is issued in another currency, your bank will apply its own exchange rate and may add a foreign transaction fee — this is set by your bank, not by us.

You'll receive an order confirmation by email straight away. Once your parcel leaves us, we send a second email with your tracking details.

If you haven't received the confirmation, please check your spam folder before contacting us — it's the most common reason.

Write to us at hello@caravanaconceptstore.com as quickly as possible with your order number. If your parcel hasn't been packed or dispatched yet, we will always do our best to help.

Once an order has shipped it can no longer be modified — but you can still return it under our 14-day policy below.

Please note: custom-made fine jewelry orders cannot be cancelled or modified once production has begun.

Caravana is a curated concept store — we buy small quantities from independent designers, so many pieces never return once they sell out. That's part of what makes them special.

Email us the piece you're looking for and we'll tell you honestly whether a restock is possible, or suggest something similar from the same designer.

Absolutely. Send us a screenshot or the Instagram post at hello@caravanaconceptstore.com and we'll check availability and arrange your order personally.

Standard UAE delivery costs between AED 45 and AED 65, depending on the weight of your order. The exact amount is shown at checkout before you pay.

Delivery is free on all UAE orders of AED 1,500 and above.

• Dubai — same-day delivery
• Other Emirates — up to 2 days

Orders placed on weekends or public holidays are processed on the next working day.

Yes, we ship worldwide. International shipping is free on orders above AED 2,500.

If your country doesn't appear in the list at checkout, email hello@caravanaconceptstore.com and we'll arrange a shipping quote for you.

Possibly — it depends on your country. Any local import duties, customs charges and taxes are set by your country's customs authority and are the responsibility of the customer. Caravana does not collect or control these fees.

We're not able to tell you the exact figure, as rates differ from country to country and are calculated by your local customs authority. But if you write to us before ordering, we can usually give you an approximate idea of what to expect, based on previous orders to your country.

You'll receive a tracking link by email as soon as your order ships. If the link isn't updating or your parcel seems delayed, send us your order number and we'll chase the courier ourselves.

Contact us at hello@caravanaconceptstore.com with your order number and, if the parcel arrived damaged, a few photos of the box and the contents. We'll open a case with the courier and take care of it for you.

Yes — and it's free. Choose Click & Collect at checkout and we'll send you a notification as soon as your order is ready to be picked up.

You'll find us at Caravana Concept Store, The Courtyard, Al Quoz, Dubai, open Monday to Saturday, 10am – 6pm. Please bring your order confirmation and a form of ID.

Of course. Come and try it in the store — and if it isn't right, we can exchange it on the spot for another piece of the same value, subject to our returns conditions below.

You have 14 days from the day your order is delivered to return or exchange an item, with proof of payment.

To be accepted, the piece must be:

• in the same condition you received it
• unworn and unused
• with all original tags attached
• in its original packaging

For full-price items you can choose whichever suits you best: a full refund, an exchange, or store credit to the same value.

Discounted items and fine jewelry follow different rules — see the two questions below and the Fine Jewelry section.

Email hello@caravanaconceptstore.com with your order number and which item you'd like to return. Once we approve your return, we'll send you instructions on how and where to send the parcel.

Please don't send anything back before contacting us — items returned without an approved return request cannot be accepted.

Yes — discounted items can be exchanged for another piece, or returned for store credit, within the same 14 days from delivery and under the same conditions (unworn, tags on, original packaging).

We do not issue cash or card refunds on discounted items. Your store credit is valid for 12 months and can be used across the whole collection, online or in store.

Store credit is issued as a code by email, for the full value of the item you returned. It's valid for 12 months from the day we issue it.

You can spend it on anything in the collection, online or in the store, and you don't have to use it all at once — if you spend less than the full amount, the balance stays on your code until it expires.

No exchange, credit or refund is possible on:

• Special orders
• Gift cards
• Fine jewelry (see the separate section below)

Anything falling into these categories is clearly indicated on the product page before you buy.

Return shipping costs are the customer's responsibility.

If the piece is faulty or we sent you the wrong item, contact us first — we'll arrange the return and cover the cost ourselves.

If you are returning from outside the UAE, please mark the package clearly as a "RETURN". This avoids customs delays and unnecessary charges.

You'll be reimbursed the full price you paid for the item — as a refund to your original payment method, an exchange or store credit for full-price pieces, and as store credit for discounted pieces.

Please note that VAT and the original shipping cost are not refundable.

Refunds are always issued to your original payment method. Once we've processed it, please allow 5–7 days for the funds to appear in your account — the exact timing depends on your bank or card provider.

Contact us with your proof of purchase and photos of the fault. We'll first look at repairing or replacing the piece; if neither is possible, we'll refund you.

This covers manufacturing defects, not damage caused by misuse or by not following the care instructions.

Almost certainly not. Much of our collection is handcrafted by artisans, and every piece is unique. Slight variations in colour, visible joints or uneven surfaces are marks of hand-making, not faults.

If something looks wrong to you, send us a photo anyway — we'd rather look at it than have you wonder.

All fine jewelry sales — rings, necklaces, bracelets, earrings and custom pieces — are final. We don't offer refunds, returns or exchanges, with the two exceptions below.

Because of this, we encourage you to ask us anything at all before you buy: sizing, materials, stone details, photos in natural light, a video. We'd much rather spend time with you beforehand than have you unhappy afterwards.

Damaged or defective: contact us within 7 days of receiving it. We'll assess the piece and offer a replacement or a repair.

Wrong item sent: if we made the mistake, tell us within 7 days. We'll ship the correct piece and cover all return shipping costs ourselves.

Custom orders require a deposit, which is non-refundable. We'll always tell you the exact amount before any work begins.

Once production has started, a custom order can no longer be cancelled, modified or refunded — so we'll walk you through every detail with you first.

Remove your pieces before swimming, showering, exercising or sleeping, and keep them away from perfume, lotions and cleaning products. Store each piece separately in a soft pouch, and wipe gently with a dry cloth after wearing.

Full details are in our Jewelry Care Guide.

Yes, please ask — this is the single best way to avoid a return. We stock every piece in our physical store, so we can tell you how a specific designer runs, what the fabric feels like, and which size we'd choose for you.

Email hello@caravanaconceptstore.com or message us on Instagram with your usual size and the piece you're considering.

We photograph every piece as accurately as we can, but every screen renders colour slightly differently, and handmade pieces vary naturally from one to the next. If the exact shade matters to you, ask us for an additional photo or a video in daylight before ordering.

Every piece is sourced directly from the designer or their official distributor. Caravana is a multi-brand concept store — Aurélie selects each designer personally, often meeting them at trade shows or in their studios. Nothing here comes through a third-party marketplace.

Every order is wrapped in our signature packaging. If it's a gift, tell us in the order notes and we'll leave out the invoice and add a handwritten card.

We also offer gift cards, which are delivered by email and can be used on the full collection. Gift cards are non-refundable.

Email us at hello@caravanaconceptstore.com — we answer within 1–2 business days, and it's usually Aurélie or someone from the store team writing back.

You can also message us on Instagram, on WhatsApp at [[WHATSAPP NUMBER]], or simply come and see us at Caravana Concept Store, The Courtyard, Al Quoz, Dubai — Monday to Saturday, 10am – 6pm.

We only use your information to process your order and, if you've opted in, to send you news about new arrivals and events. We never sell your data. You can unsubscribe from emails at any time in one click.

Full details are in our Privacy Policy.

This page is a summary written in plain language. The full terms always apply:

• Returns & Refunds
• Shipping Policy
• Terms & Conditions
• Privacy Policy