Terms and Conditions
Last updated October 26, 2023.
Welcome to Istana, offering exclusive and one-of-a-kind jewellery. Istana strives to find jewellery brands with a special combination of quality, design and value. We strive to ensure our customers receive an effortless shopping experience and we hope that you enjoy all our website has to offer.
This website is owned and operated by Istana Jewellers LLC for its own benefit and the benefit of its affiliates and subsidiaries (together “we” or “us”) in the United Arab Emirates. Istana Jewellers LLC is a limited liability company incorporated under the laws of the United Arab Emirates, with commercial license number 544721 and its registered office at P.O Box 2023, Dubai, UAE.
The currency you wish to shop and pay with will default to the currency of the closest region you are browsing from, which you can change at the top right side of the navigation bar.
After following the necessary steps to place your order, fill in your preferred method of payment along with your details.
You will receive an email to inform you that your order has been received.
From here, you will then receive a second email from us confirming your order is completed and has shipped. In the event of a problem however, you will quickly be informed and your payment will not be processed. For further help or technical issues, please contact our customer care team from 10am-7pm at +97142651111 or contact us via email.
Damaged Goods/Incorrectly Fulfilled Orders
If an item in your order is received damaged by you or is not what you ordered, then please arrange for return of the item to us. The item must be returned in the same condition you received it in within 5 days of receipt for a full refund including, where applicable, original order delivery charges, cash handling fees, taxes and any duties. Replacement may be available. Defective items may also benefit from a manufacturer’s defects warranty. Please call us +971 4 2651111 if you believe your goods have a manufacturing defect.
We are not currently able to offer exchanges. Instead, all items should follow the returns process, and a new order placed for the replacement items.
We pride ourselves on the highest quality luxury product at Istana. If your product is damaged or has a fault, we want to know about it. Please contact us from 10am-7 pm at +971 4 265 1111 or contact us via email.
You may contact us at any time prior to your order being shipped to cancel or change it. If you do so, we will at your request either: (I) cancel it free of charge and issue you with a full refund or (ii) do our best to change it, subject to stock availability and any applicable price adjustment. If the order has been processed, you will no longer be able to cancel the order.
We aim to make the website and its associated services available to as many customers as possible. However, we do require that you are at least 18 years of age, able to lawfully: (I) make payment through one of our accepted tender types; (ii) agree to these terms; and (ii) enter into binding. The website is for your personal or gift use only and commercial usage is not permitted. We reserve the right to decline orders where we suspect commercial usage.
Orders are subject to our acceptance, which we may withhold in our sole discretion including for reasons such as ineligibility, inability to confirm payment authorization, suspected fraud, shipping restrictions and stock availability. Items in your website basket are not reserved until your order is paid for.
The website may contain or provide information regarding the availability of merchandise. This information can be used to estimate the likelihood that an item will be available immediately upon order placement. Unfortunately, we cannot guarantee that an item stated to be available will actually be available right away, as inventory can change significantly throughout the day. In rare cases, a product may be available when you place an order but sold out by the time we process the order. Should this happen, we will notify you. Receipt of your order will be acknowledged by email. However the order is only confirmed when you receive a notification from us confirming dispatch of the relevant item(s). No party other than us has the authority to confirm acceptance of the order.
Prices on the website are displayed in AED, USD, EUR, CHF and exclude any services you may elect to pair the purchase with, delivery costs, taxes or duties to which the purchase may be subject. Any such additional costs will be displayed before your final check out. Where you purchase using a payment card denominated in a different currency to AED, the payment will be subject to the currency exchange rate applied by your card issuer at the time your payment is completed.
The destination you ask us to deliver to, the items & services you select and the method of delivery you choose will dictate what delivery charges, taxes and duties apply (if any). Please refer to our delivery section for further details on delivery options.
Delivery & Collection Options
Orders may be delivered to addresses within the UAE and worldwide by FedEx. The order delivery methods which are currently available are set out below. However we constantly strive to improve customer experience and may introduce additional delivery or collection methods across our shopping channels. Please check back frequently to see if more options have become available.
General Delivery Conditions
Although we are strongly committed to delivering in the timelines estimated in our order confirmation or displayed on our website or above, delivery timelines are estimates only. Time shall not be considered of the essence. Timelines start from order confirmation. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your order or request postponement. Orders are delivered daily excluding uae public holidays. It is your duty to ensure appropriate access for deliveries, including in particular but without limitation on fridays.
By placing an order through our website, you acknowledge and agree that full liability for the products rests with the manufacturer and that we carry no product liability for those items save as described in the returns section in relation to returning the products and refunding the price paid (where applicable).
Intellectual Property Rights
Your use of the website and its contents does not grant you any copyright, design, trademark or other intellectual property rights relating to the content (as described in the content section below), including our software, html or other code contained in the website. All such content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this website is typically protected by national and international intellectual property laws and treaties. You are permitted to use the content only as expressly authorized by us or the licensor of such content. Any reproduction or redistribution of the content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, linking, commercially exploiting, copying and use of the above listed materials on any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing content for your own personal use.
In addition to the intellectual property rights mentioned above, “Content” is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this website. We have made every effort to ensure that the information on the website accurate and complete but we cannot promise that content is error-free. We also do not promise that the functional aspects of the website or content will be error free or that this website or the servers that make them available are free of viruses or other harmful components. We always recommend that you have up to date virus checking software installed.
At the time of publication on our website, all product descriptions are believed to be accurate. We also strive to represent the products on our website as accurately as possible, however colours and resolution may vary depending on your monitor’s display. All measurements and weights are approximate.
Except as otherwise provided in these website terms or required by applicable law, we make no representation, covenant or warranty and offer no other conditions, express or implied, regarding any matter, including, without limitation, the merchantability, suitability, fitness for a particular use or purpose, or non-infringement of website membership, any content, or any products purchased through the website.
Your use of the website is at your sole risk and it is provided on an “As is” and “As available” basis. We reserve the right to restrict or terminate your access to the website at any time. Save as required by law, we make no warranties that access to the website will be uninterrupted or error-free; that the website will be secure; that the website or the server that makes the site available will be virus-free; or that information on the site will be correct, accurate, adequate, useful, timely, reliable or otherwise complete. If you download any content from the website, you do so at your own discretion and risk. You will be solely responsible for any damage to your computer or loss of data that results from the download of any such content. No advice or information obtained by you from the website shall create any warranty of any kind.
You acknowledge and agree that these website terms constitute the complete and exclusive agreement between us concerning your use of the website and any purchase by you of any items through the website, and supersede and govern all prior proposals, agreements, or other communications.