Question 1

How can I contact R Rumi Diamond?

Accepted Answer

Our customer service team is available via WhatsApp, email and direct message. The fastest way is to write to us at contact@rrumidiamond.co.

Question 2

When is customer service available?

Accepted Answer

Our advisors are available Monday to Sunday, 9 AM to 7 PM (Dubai time).

Question 3

In what languages can the customer service team assist me?

Accepted Answer

Our advisors are available to assist you in both English and Arabic.

Question 4

Can I book a boutique appointment online?

Accepted Answer

Yes. Please [book an appointment](/appointment) to schedule a visit.

Question 5

Is there a boutique near me?

Accepted Answer

Find the closest R Rumi Diamond boutique via our [store locator](/store).

Question 6

What shipping carriers do you use?

Accepted Answer

For secure and insured delivery of our jewellery we primarily use FedEx.

Question 7

Is my package insured?

Accepted Answer

Yes — all packages are shipped securely and fully insured until they reach the delivery address.

Question 8

Do you ship internationally?

Accepted Answer

Yes, we ship worldwide. Customs duties and import taxes are the responsibility of the customer.

Question 9

How much is shipping?

Accepted Answer

Shipping is complimentary on orders valued at $1,000 or more.

Question 10

Can I track my shipment?

Accepted Answer

Yes — sign in and visit [your orders](/account/orders) to track any active shipment.

Question 11

Can I change my shipping address after placing the order?

Accepted Answer

Yes — you can change the address as long as the order has not been dispatched. Please contact us as soon as possible.

Question 12

What is your refund policy?

Accepted Answer

Refunds are provided in cases of genuine defects or damage discovered upon receipt. Please see our [Return Policy & Warranty](/return-policy-and-warranty) for full details.

Question 13

How can I initiate a refund?

Accepted Answer

Please contact us within 7 days of receiving your order at contact@rrumidiamond.co with your order details and photographs of the defect.

Question 14

How long does it take to process a refund?

Accepted Answer

Approved refunds are processed within 10 business days to the original payment method. Transaction and currency conversion fees are borne by the customer.

Question 15

Are bespoke or personalised pieces eligible for return?

Accepted Answer

Custom, bespoke and personalised pieces are excluded from returns unless they arrive defective.

Question 16

How do I place an order?

Accepted Answer

Add your selection to the bag, proceed to checkout, and complete payment. You will receive an order confirmation by email.

Question 17

Do I need an account to place an order?

Accepted Answer

Guest checkout is supported. You will be asked to verify your email before placing the order.

Question 18

Which payment methods do you accept?

Accepted Answer

We accept major credit cards. Apple Pay and Google Pay are coming soon.

Question 19

What is a lab-grown diamond?

Accepted Answer

A lab-grown diamond is a real diamond — chemically, optically and physically identical to a mined diamond — produced in a controlled laboratory environment.

Question 20

Are your lab-grown diamonds certified?

Accepted Answer

Yes. All loose stones above 0.30ct are certified by leading gemological laboratories (IGI).

Question 21

How are they priced compared to mined diamonds?

Accepted Answer

Lab-grown diamonds typically offer better value than mined diamonds of equivalent quality, allowing for larger or higher-grade stones at the same investment.

Question 22

How do I care for my R Rumi Diamond piece?

Accepted Answer

Avoid contact with cosmetics, perfumes and chlorinated water. Store each piece individually in its provided pouch. Periodic cleaning at our boutiques is included for the lifetime of the piece.

Question 23

Do you offer resizing?

Accepted Answer

Yes — most rings can be resized at our atelier. Some designs may have limitations, which our advisors can confirm.

Question 24

What does the lifetime warranty cover?

Accepted Answer

Manufacturing defects, plus complimentary cleaning, polishing and re-rhodium plating. See our [Return Policy & Warranty](/return-policy-and-warranty) for full details.

Frequently Asked Questions

General

Shipping

Return & Warranty

Ordering Process

Lab-Grown Diamonds

Care & Repair