Our limited quantity approach means that sometimes products will be out of stock. If you cannot find the product you are looking for on our website, you can contact us via Whatsapp or email at customercare@maisoncarmen.com Our lovely team will be happy to assist you. We may re-order the piece for you, or propose a similar product.

Once your purchase is complete, you will receive an order confirmation by email where you will find your CARMEN order number.

Your order will also be on your customer profile on our website. If you are having trouble finding your order number, please contact us at customercare@maisoncarmen.com, and mention the name and email used for the purchase.

We ship worldwide. However please note that it may happen that some countries are on a restricted list or are not serviced by our courier. In that case, our team will notify you by email and find alternative solution if any.

For security reasons we do not deliver to P.O. boxes, or packstations.

For more information, visit our SHIPPING POLICY page.

For deliveries within UAE, we use a local agent. For deliveries outside UAE, we use international courier such as FEDEX, DHL, UPS. Orders are usually delivered from Monday to Saturday.

For more information, visit our SHIPPING POLICY page.

We cannot guarantee the cancellation of your order if it has already been processed. Please contact us by Whatsapp or email at customercare@maisoncarmen.com with the subject line “urgent :
cancel my order.” Please indicate your name, phone number, and order number in the message. If our team reads your request before the order is sent out, we may be able to cancel it.

Once your order is confirmed, we will not be able to cancel your order.

If you do not wish to receive your purchase, please refuse it upon delivery. It will be returned to us and we will be able to refund it once we receive it. The shipping cost will be deducted. If you are located outside the UAE, any additional custom fees will be also deducted from your purchase amount.

Once the order is shipped, we will be unable to change the delivery address. You can try to request the address change on the carrier’s website. CARMEN will not be responsible for any extra charge due to that change.

Your purchase will be dispatched within 2 business days unless the order includes items available in pre-order or out of stock.
Delivery time will depend on where you are located, our shipping partners and the service of your choice.

GENERAL DELIVERY INFORMATION :
• Delivery times are for in stock products only. For deliveries in UAE, it will be delivered the next day. For International deliveries, it usually takes 3 to 4 working days.
• All deliveries are tracked and some must be signed for.
• Please be aware that UAE public holidays will affect your expected delivery date. When placing your order the expected delivery date will be clearly shown during the checkout process.
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SHIPPING FEES:

We offer free delivery in UAE. For the other countries, shipping fees may apply depending on your order amount and country zone.

To know more about our shipping fees, please visit our SHIPPING POLICY page.

An email including the tracking number will be sent to you once your order is dispatched. You can use this number to track your order on the website of our carrier (as identified in our email).

If you log in online to your CARMEN Account, you may also follow your delivery by selecting My Account and click on My Orders.

Depending on your delivery address, different taxation rules and additional charges may apply. You may need to pay import duties upon receipt of the products. If they are not included, we don’t have any control over these charges and we cannot advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included. Please contact your local customs office for further information and a “landed cost estimate” before placing your order.

RETURN POLICY

RETURNS

Products purchased on www.maisoncarmen.com may be exchanged or returned up to thirty days (30 days) from the date of receipt. We will accept products in the same condition that you received it, unworn, unused and undamaged and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at customercare@maisoncarment.com and wait for our confirmation and instructions before sending your item.

Returns must be sent at this address by mail or by hand at our shop :

CARMEN Shop

The Beach, Opposite JBR,
Front of Roxy Cinema

DUBAI - United Arab
Emirates

Contact: +971 50 681 3307

We will process your request within 5 business days after receiving your jewelry. After received your products, we will send you an email to notify you about the approval or rejection of your refund/ exchange.

Please note that Maisoncarmen is not responsible for the carrier fees for exchanges and returns. You may use your preferred carrier with tracking services
and insurances to secure your package. Maisoncarmen will not be responsible for any loss during the transportation.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at customercare@maisoncarment.com.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once
the return is accepted and refunded, make a separate purchase for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return to let you know if the
refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please
contact us at customercare@maisoncarmen.com

Specific return policy for Gift:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive
a gift credit for the value of your return. Once the returned item is received, a gift card will be mailed to you.

DAMAGES & ISSUES

Please inspect your order upon receipt and contact us immediately if the item is
defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at carmencustomercare@gmail.com

Please inspect your order upon receipt and contact us immediately if the item is
defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

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WARRANTY

Maisoncarmen offers a twelve months warranty applicable to all our products, from the date of the purchase.

If you receive a proven defective item or a defect happens within the warranty period, we will be able to provide a CARMEN Credit in its value, so you can get a replacement. Please contact us at customercare@carmen.com

If the item is broken or defective after a 365 day period from receiving your order, CARMEN will not be responsible for replacements or repairs. CARMEN is not responsible for lost items within the exchange period or after.

We use SSL technology, which allows us to encrypt sensitive information. Our HTTPS certified site is therefore unable to read your information, whether it is your first and last name or your payment information.

We accept credit cards (Visa, Mastercard and American Express).

Learn more about it here

Our jewelry is made with real
stones, Swarovski crystals, white zirconia, or tinted glass. The exact materials will be detailed in the product description.

Please visit this page.

All of our items will be delivered to you with a CARMEN BOX or a pouch, depending on the size of the
jewelry. For special occasions, we suggest a CARMEN GIFT BAG for 15aed.

Please visit our size guide here