Shipping policy

Shipping & Returns Policy

Last Updated: September 14, 2026

At Lou Fine Jewels, each piece is made to order and handcrafted with care. This Shipping & Returns Policy explains how your order is produced, shipped, and delivered, and the circumstances in which we accept returns, exchanges, or refunds.

This Policy is governed by the applicable laws and regulations of the Kingdom of Saudi Arabia, including the Saudi E-Commerce Law and its Implementing Regulations. Nothing in this Policy limits or excludes any mandatory consumer right available under Saudi law.

1. Production Time

Each Lou piece is made to order and handcrafted, rather than shipped from ready-made stock. Please allow approximately 2 to 3 weeks for production before your piece is shipped.

Once your order is ready, you will receive a confirmation email with tracking information.

2. Shipping Destinations & Carrier

We currently ship across Saudi Arabia and the GCC (UAE, Kuwait, Qatar, Bahrain and Oman), as well as to the United Kingdom, United States and Europe, using UPS as our shipping partner.

We are unable to ship to destinations that are subject to international trade sanctions or embargoes (currently including Cuba, Iran, Myanmar, Sudan, and North Korea), or to a small number of other territories our carrier does not service. If your delivery address falls into one of these categories, we will contact you to arrange an alternative or cancel and refund your order.

3. Estimated Delivery Times

Delivery times following dispatch vary depending on your location and the shipping method selected at checkout. As general estimates once your piece has been dispatched:

•       Within Saudi Arabia: approximately 2–4 business days to major cities, and up to a few days longer to more remote areas;

•       GCC countries: approximately 2–5 business days;

•       Rest of world: approximately 5–10 business days, depending on destination and customs clearance.

These are estimates only. Delivery times are not guaranteed and may be affected by customs processing, courier delays, weather, public holidays, or other circumstances outside our reasonable control.

4. Shipping Costs

Shipping costs are calculated based on your delivery destination and the shipping method selected, and will be clearly displayed at checkout before you complete your order.

5. Order Tracking & Confirmation

You will receive an order confirmation by email when your order is placed, and a further email with tracking information once your piece has completed production and been dispatched.

6. Packaging

All Lou pieces are packaged in our signature jewelry box to ensure they arrive safely.

7. International Orders — Customs, Duties & Taxes

For international orders, the recipient may be responsible for import duties, customs fees, and taxes charged by the destination country's customs authority. These charges are set by the destination country, are outside our control, and are not included in the item price or shipping cost shown at checkout.

Also, If an international shipment is returned to us because the recipient refuses or fails to pay applicable customs duties, taxes, or import charges, any refund or redelivery will be handled in accordance with applicable law, and any non-refundable shipping, customs, or carrier charges may be deducted where legally permitted.

8. Delayed or Failed Delivery

If there is an anticipated material delay in delivery, we will notify you using the contact information provided with your order.

Under the Saudi E-Commerce Law, where delivery is delayed by more than 15 days beyond the agreed or estimated delivery date, you may have the right to terminate your order and receive a refund, subject to the applicable legal provisions. Please note that this 15-day period runs from the estimated delivery date, which already accounts for the 2–3 week production time disclosed above.

If our carrier is unable to deliver your order after multiple attempts (for example, because of an incomplete address or repeated unavailability at the delivery address), your piece may be returned to us. We will contact you to arrange redelivery — additional shipping charges may apply where the failed delivery was not our fault — or, where appropriate, a refund in accordance with applicable law.

9. Our Policy: No Returns or Exchanges for Change of Mind

Certain Lou pieces are made or customized specifically in accordance with the customer’s order, including, where applicable, selected size, specifications, engraving, stone selection, or other customer-selected features. To the extent a product qualifies as a product manufactured according to the consumer’s specifications or request under applicable Saudi law, the statutory right of cancellation for change of mind may not apply.

Under the Saudi E-Commerce Law and its Implementing Regulations, products manufactured according to the consumer's order are excluded from the standard seven (7) day statutory right to cancel an online purchase, except where the product is defective or does not conform to the specifications agreed with the customer. This exclusion is the legal basis for our no-returns policy, and it does not apply to, and does not limit, your rights described in Section 10 below.

Sale and discounted pieces are subject to the same policy described in this Section 9.

10. Damaged, Defective, or Incorrect Items

 We encourage you to contact us within 48 hours of delivery if your piece arrives visibly damaged, incorrect, or with an apparent manufacturing issue, as this helps us investigate the matter promptly. Failure to notify us within this period does not affect any mandatory rights you may have under applicable Saudi law at support@loufinejewels.com and include:

•       Your order number;

•       Photographs (and, where helpful, video) clearly showing the issue; and

•       A brief description of the problem.

Our team will review your request and work with you to resolve it. Where a claim is confirmed, we will provide the remedy required under applicable Saudi law, which may include repair, replacement, or refund, depending on the circumstances and product availability. This right is a mandatory consumer protection and is not affected by Section 9 above.

11. Return Shipping Costs

As we do not accept returns for change of mind, return shipping costs do not apply in that circumstance. Where a piece is confirmed to be damaged, defective, or incorrect under Section 10, we will arrange the return and remedy at no cost to you.

12. Refunds

Where a refund is due under Section 10, we will process it without undue delay and within the period required by applicable Saudi law. Under the applicable Saudi e-commerce framework, amounts due following termination of an eligible e-commerce contract are subject to a refund period of no more than 14 days, subject to the circumstances provided by law.

Refunds will generally be issued using the same payment method used for the original purchase, unless otherwise permitted by law or agreed with you. The time it takes for a refund to appear in your account may depend on your bank or payment provider.

13. Inspection of Returned Products

Where a product is returned to us under Section 10, we may inspect it on receipt to confirm the reported issue. Our inspection process will not be used to restrict any mandatory statutory right.

14. Product Variations & Handcrafted Characteristics

Due to the handcrafted nature of our pieces and the natural characteristics of gemstones and precious materials, minor variations in color, texture, dimensions, stone appearance, or finishing may occur. Such natural or handcrafted variations are not, by themselves, considered defects, provided that the piece materially conforms to the specifications disclosed and agreed at the time of purchase.

15. Address Changes / Incorrect Address

Customers are responsible for providing complete and accurate delivery information. Please contact us promptly if you need to request an address change. Once an order has been dispatched, we may be unable to amend the delivery address

16. Customer Complaints

If you have a complaint regarding an order, delivery, product, refund, or our service, please contact us at [support@loufinejewels.com]. We will acknowledge and review your complaint and seek to resolve it within a reasonable period in accordance with applicable law.

17. Policy Changes

We may update this Shipping & Returns Policy from time to time to reflect changes to our business, shipping partners, or applicable laws and regulations. The version applicable to an order will be the version in effect at the time of that purchase, unless otherwise required by law. The most recent version will always be available on our website.

18. Contact & Customer Support

Store: Lou Fine Jewels

Legal Name: Lou Fine Jewels

CR No.: 7054628511

Email: support@loufinejewels.com

Website: loufinejewels.com

Last Updated: September 14, 2026