Shipping & Returns

Q: HOW MUCH IS SHIPPING?

A: Standard tracked shipping is free for all local orders over 370 AED (USD100.00) and all international orders over USD300.00 -- except for a select few countries.* For all orders below the threshold, prices are listed below, plus express options.

Local Orders (UAE)	Price
Under 370 AED	30 AED
Over 370 AED	FREE!
Express Same Day (Dubai Only) - must order before 6PM local time	55 AED
Click & Collect	Currently unavailable - working on this

International Orders	Price
Under USD 150.00	USD 35.00
Between USD 150.00 to 300.00	USD 25.00
Over USD 300.00	FREE!
Express / Urgent Shipping	USD 55.00 - please contact us if you require urgent shipping

Q: WHEN DOES MY ORDER USUALLY SHIP? (LOCAL)

A: Orders placed on our website generally ship out within 1 to 3 business days of your initial order, and you will receive a shipment notification in your email inbox once your items have shipped. (If for any reason, we are unable to fulfill the order within 48-72 hours, we will contact you in timely fashion.)

Please note, some remote areas in UAE only have items shipped out on Thursdays and Sundays. Please contact us at info@luckyoliveatelier.com or our contact us page to know more about deliveries to your area (within UAE).

Please note that shipping times may take longer during sales. Shipping costs are not eligible for refunds/credits

Q: WHEN DOES MY ORDER USUALLY SHIP? (INTERNATIONAL)

A: Orders placed on our website typically ship out within 2 to 4 business days of your initial order, and you will receive a shipment notification in your email inbox once your items have shipped. (If for any reason, we are unable to fulfill the order within 48-72 hours, we will contact you in timely fashion.)

Please note that shipping times may take longer during sales. Shipping costs are not eligible for refunds/credits

Q: WHAT SHIPPING CARRIERS DO YOU USE?

A: We utilize multiple carriers tailored to your country for efficient delivery, but our main carrier is DHL Express.

Q: DO YOU OFFER CHEAPER UNTRACKED SHIPPING?

A: No, we do not offer untracked shipping, and it's unlikely we ever will. Our jewelry pieces are individually hand crafted and should be treated like treasures; your money and time is also valuable, so using tracked shipping at all times honours that value.

Q: WHAT'S THE ESTIMATED DELIVERY TIME?

A: Your order typically arrives within 1 to 2 weeks post the shipping date. However, please allow up to 4 weeks total considering potential local customs procedures or weather-related delays. Due to possible weather / postal disruptions, or customs clearance, we kindly request waiting within the mentioned time frames before reaching out regarding a missing or lost package.

Please Note: for orders shipped through Emirates Post, your local government-sponsored postal service handles the final delivery (e.g., Japan Post, USPS, Canada Post, etc.)

Q: DO YOU PROVIDE EXPRESS OR URGENT SHIPPING OPTIONS AT CHECKOUT?

A: Yes, we offer paid expedited shipping for local Dubai-based customers who require a faster delivery than regular tracked shipping. You can select urgent shipping during checkout. For international customers, it's a case by case basis. Please contact us if you require express delivery, and we'll try our very best to accommodate your needs.

Q: HOW CAN I TRACK MY DELIVERY?

A: You will receive a tracking number in your shipping confirmation email once your order has been dispatched.

Q: DO YOU DECLARE VALUE ITEMS ON THE SHIPPING LABEL?

A: Yes, we do. It is up to you to confirm your country's import regulations as we take no responsibility for any custom fees that may incur to receive your shipment.

Q: CAN I REQUEST A GIFT RECEIPT OR GIFT WRAPPING?

A: Yes! We are happy to share that there is no physical packing slip or receipt included in any of our packaging (only soft copies are emailed to the buyer), so there will be no indication of any prices to any gift recipient. We do not offer complimentary gift wrapping services at this time, but we do plan to offer special gift boxes, ribbons and greeting cards for purchase on our website soon.

Q: WILL CUSTOMS DELAY MY PACKAGE ARRIVING?

A: Before ordering, we recommend you double-check any customs regulations that can effect your shipment and cause delays or problems. When items are shipped internationally, every shipment must go through customs. This may cause a slightly delay in the arrival of your shipment. Please note that shipments to the EU and more may require additional information for customs such as passport numbers or tax IDs, and may require a duty payment before the parcel is cleared.

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Refunds & Returns Please contact us right away if you are unhappy with any of your items. To return an item, please contact us here or whatsapp us via +971

Damaged or Incorrect Orders It is possible that items may be damaged whilst in transit, or that an error may have been made during the packing of your order. Should you find a problem with your order upon its arrival, please contact us here within 24 hours of delivery providing clear images of product damage and/or packaging, or wrong item, or whatsapp us via +971 Instructions: please place the faulty item(s) in a shipping envelope along with a note (hand written or typed). The note should include your FULL NAME, CONTACT NUMBER, ADDRESS and REASON FOR EXCHANGE. Our team will not be able to refer to messages on social media or emails, so please remember to include the note. Postage is non-refundable unless the item is faulty. Thank you.

Q: DO YOU ACCEPT RETURNS FOR A REFUND?

A: If for any reason you are not satisfied with the product you purchased, we accept returns of unworn and undamaged full priced merchandise in their original packaging for a full refund, store credit, or exchange within 14 days of the delivery date after inspection. We are not responsible for lost return packages. And we are not responsible for return labels and shipping fees. Buyers are responsible for return / exchange shipping costs and shipping envelopes.

PLEASE NOTE: All earrings are non returnable due to hygiene reasons. Previously returned or exchanged items are also non returnable. Individual products in sets are non returnable (the entire set should be returned together).

Q: HOW LONG IS THE RETURN / EXCHANGE WINDOW?

A: The buyer has 7 days from item delivery to ship the item(s) back to Lucky Olive, excluding custom orders, outlet pieces, previously repaired items, earrings, and non-full priced sale items.

Q: WHAT HAPPENS IF MY PACKAGE IS ACCIDENTALLY RETURNED TO YOU BEFORE I COULD GET IT?

A: If, for whatever reason, your package is being returned to us, as a courtesy, we will ship it out to you a second time at no additional cost. However, if it is being returned to us a second time, upon receiving it back we will automatically process a refund for your order. However, the original shipping fees will not be refunded. Thank you for your understanding.

Q: HOW LONG DOES IT TAKE TO PROCESS THE RETURN REFUND, OR EXCHANGE?

A: Please allow up to 7 days for your return and refund to be processed once received (shipping and purchase protection fees will not be refunded). It may take up to 2 weeks for the payment to show up in your account, depending on your bank. If the item is for exchange, when you fill out your return form on the website, please indicate so. Exchanges are usually processed within 1 week.

Please note, items purchased on sale, clearance, promotion or coupon code are FINAL SALE and cannot be returned. Items damaged after opening the package also cannot be returned. Outlet pieces cannot be returned or exchanged. Baroque pearls and natural pearls that do not have quality issues; naturally uneven baroque pearls and tomato/rice/potato pearls; natural stones with natural cracks; natural uneven stones; naturally pigmented stones all cannot be returned or exchanged. These are not considered defects.

Q: CAN I RETURN SOMETHING I BOUGHT FROM A STOCKIST?

A: We only process returns for jewelry purchased through our website directly. If your item was purchased from one of our resellers, please contact them directly for further help.

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Customer Responsibilities

Before finalizing your order, please verify that all details are accurate. We cannot accommodate cancellations or exchanges for incorrect orders, including inaccurate product items, quantities, shipping addresses, names, phone numbers, and other details. We cannot be held responsible for packages delivered to an incorrect address or lost packages. Customers may contact the shipping carrier or insurance company for further assistance in such cases.

The customer assumes complete responsibility for initiating any claim(s) with the carrier for damaged, stolen or lost shipments. We cannot be held responsible for packages marked as delivered according to the tracking information. We cannot be held responsible for lost or stolen packages with delivery confirmation at the address provided.