Order Support

A: Welcome to the extended KYRA family worldwide! Once you have placed your order online on www.kyra.ae, you will receive an auto-generated email confirming the receipt of the order. Currently, as the payment gateway set up on our website is not fully functional, your credit card will not be charged. However, there are other payment options that we can offer. We accept Bank wire Transfers for Local and International orders. COD (Cash on Delivery) is available for all Domestic orders within UAE. Gold Coins & Gold Bars are not sold on COD basis or sent via Courier.

A: Upon receipt of complete Payment for your order, we will email you a Sales Order / Sales Invoice. The invoice will carry all relevant details of the item(s) purchased along with Terms & Conditions for our Exchange/Refund Policy. Please note that all International shipments are subject to inspections by the customs authorities of U.A.E and of the relative Port of entry/import. All Billing and Shipping information of the Shipper and Receiver contained will be provided to the concerned authorities as part of the customs Clearance Procedures.

A: Products that indicate same day shipping can be shipped the same day upon receipt of full payment. All orders at www.kyra.ae are shipped by leading names in the industry like Brinks, Aramex, FedEx for secure and fully insured Door to Door Delivery. Local orders within Dubai are sent through the in-house team at KYRA.ae in case of a Domestic delivery.

The delivery time frames and transit period vary depending on the destination. Although we estimate the time frame to be 7-8 working days for international shipments and next working day within UAE, delivery dates are subject to change based on the customs and clearance regulations of the destination country.

All international shipments are subject to inspections by the customs authorities of the relative country of import. For all international orders purchased online, the customer is responsible for complying with laws and regulations for the import of the merchandise ordered into the destination country. Any customs fees, import duties, taxes, and any other charges will have to be borne by the customer (you). We have no control over these charges or their changes and may only be able to provide a rough estimate at the time of your purchase. However, based on our previous shipment history of respective cities/countries, we could help you with some guidelines. For more details, please read through our detailed Shipping Policy.

PS: If you choose to collect your order placed online from our location in Dubai, we will extend a further discount of AED 30 on select items and on orders placed above AED 1999. Please contact our customer service at +971-4-3406868 during working hours or send an email to cs@kyra.ae.

A: Track your shipment in real time! As soon as your item is shipped, the Customer Service team at KYRA will send you an email confirmation with tracking details. Simply click on the shipment tracking link provided in your email or the link at the bottom of our page under Customer Services. Enter the Shipment Tracking Number provided to you by email and check the status. You will be informed in case we are using an alternate courier company or arranging for the item to be hand delivered to you by our in-house delivery team.

A: In case you want to make a change in the order placed online, it is best to contact us first to check if your order has already been processed at our fullfilment facility. We will attempt to accommodate the order changes to the extent possible prior to shipping or completion. We will be unable to amend any part of your order or change the delivery or payment method once your order is complete and shipped. For custom made products, no amendments can be made to the order once the production is in process. However, all through this process we will make sure that we keep you in the loop of your ongoing order on a regular basis.

A: Once an order is received by us and the availability is checked and confirmed, products will be shipped within 24 hours of receiving the payment. If within this time you wish to cancel the order, you can contact us to submit a cancellation request.

We will then check for any payments received, deducting any service charges incurred by us or any other charges by our bank. So if you do cancel an order and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. In some cases, we might have to wait for our bank or third-party payment gateways i.e.: PayPal, to confirm the amounts received. We will process the refund due to you as soon as possible and, in any event within 30 days of the day we received your valid notice of cancellation.

A: Your complete satisfaction with our product and service is our main motto. If for any reason you are not satisfied with the item you have ordered online, we offer a hassle-free 7-day exchange policy on most products that can be exchanged/upgraded for any other Gold or Diamond Jewelry of the same or a value higher than the original purchase price. Read more about our Returns, Exchange & Upgrade Policy here.

Please note that the item should be eligible for an exchange and must be kept in their original purchase condition. Please call our Customer Service team on +971 4 340 6868 for more info.

A: In case of a custom order placed for any item, you can contact our Customer Service team directly for knowing the order status. We can also send you images of the items while it is under manufacturing to take your approval on certain design features requested by you.

A: Our helpful and experienced team are here to assist you with any queries you may have. For any product / sales / shipping related queries, please email us directly on cs@kyra.ae or call +971 4 340 6868. You may send us your query by filling this form .