Shipping & Exchange

Delivery across the Kingdom

We deliver to every region of Saudi Arabia with SMSA Express and Aramex. Orders are prepared, hallmarked and packed before they leave us, and every parcel is insured for its full value until it is signed for.

• Lead times are counted in working days from the moment your order is confirmed and payment is authorised.
• Our working week is Sunday to Thursday. Orders placed on Friday or Saturday, or after 14:00 on Thursday, are prepared on the next working day.
• During Ramadan, the two Eids and national holidays the couriers run reduced schedules — please allow two additional working days.
• A single order cannot be split across several addresses. If you are sending pieces to different people, please place a separate order for each.

Delivery rates

All prices and delivery charges shown on this website include 15% VAT. Orders delivered inside Saudi Arabia are sent duty-paid: there is nothing further to settle with the courier on arrival, and no customs paperwork for you to file.

Tracking your order

The moment your parcel is handed to the courier we send you an email and an SMS with the carrier name and the air-waybill number. You can follow it at any time from your account, or from our tracking page.

Track your order

Collection from the boutique

Choose collection in boutique at checkout and your order is set aside at the Riyadh Flagship Store, Via Riyadh Mall. We write to you as soon as it is ready — usually within one working day for pieces held in stock.

Please bring your order number and your national ID or passport. If someone is collecting on your behalf, send us their full name in advance and ask them to bring their own ID. Boutique addresses and opening hours are listed on our stores page.

Exchanges and store credit

Fine jewellery is bought slowly and we would rather you took your time than sent a piece back. We do not offer refunds; we do offer an exchange, or store credit for the full value of your piece, within 14 days of delivery, provided that:

• the piece is unworn and in the condition in which it reached you;
• it is returned in its original box and pouch, with any certificate, care card and tags;
• you can show proof of purchase — your order number is enough;
• it is not one of the pieces listed as non-exchangeable below.

Your statutory rights. Nothing in this policy limits the rights given to you by the Saudi e-commerce legislation and the consumer-protection rules administered by the Ministry of Commerce, including the right to withdraw from an online purchase within seven days of receiving it where that right applies. Our 14-day exchange window is offered in addition to those rights, not instead of them.

What can and cannot be exchanged

Pieces altered, repaired or resized by a jeweller other than L'Atelier Nawbar, and pieces damaged through wear, cannot be exchanged.

How to start an exchange

1. Tell us within 14 days. Write to customercare@lateliernawbar.com or message us on WhatsApp with your order number and the piece you would like to exchange.
2. We book the collection. SMSA Express or Aramex collect from any address in the Kingdom, or you may bring the piece to the Riyadh flagship. We confirm the collection charge to you when we book it and deduct it from your store credit — there is nothing to pay if the piece is faulty or we sent the wrong one, and nothing to pay if you bring it to the boutique yourself.
3. Pack it as it reached you. Original box, pouch, certificate and any personalisation cards. Please never post loose jewellery.
4. We inspect it. Within three working days of arrival, by the same hands that finished it. If the piece does not meet this policy we return it to you and explain why.
5. Choose your new piece. Once the exchange is approved we issue your store credit by email, and you have seven days to choose. If the new piece costs more you settle the difference; if it costs less, the balance stays with us as store credit.

Faulty or incorrect pieces

Open your parcel carefully and check it on arrival. If anything is damaged, defective or not what you ordered, tell us within 48 hours of delivery and send a photograph if you can. We arrange and pay for the collection, and you choose between a repair in the atelier, a replacement or store credit. We will always try to restore the original piece first — that is what our workshop is for.

Changing or cancelling an order

If your order has not yet been dispatched, contact us as soon as possible and we will change the address, the size or the piece itself wherever we still can. Once a parcel is with the courier the exchange route above is the way forward. Made-to-order, engraved and personalised commissions cannot be cancelled once work has started in the atelier.

Delivering outside Saudi Arabia

This storefront ships within the Kingdom. For delivery to any other country, our customer care team will place the order for you from the house's international boutique — write to customercare@lateliernawbar.com and we will take it from there. Please note that outside the Kingdom local taxes and import duties may be charged on delivery and are the recipient's responsibility.

Need assistance?

For anything at all about your order, a delivery, an exchange or a repair, our customer care team in Riyadh answers every message personally.

• Email customercare@lateliernawbar.com
• WhatsApp or telephone +966 53 995 0306
• Hours Sunday to Thursday, 10:00 – 22:00 · Friday, 16:00 – 22:00

See also our customer care hub, our terms and conditions and our privacy policy.