Frequently Asked Questions

  • D’NOUR Account

    Yes, you need an account to shop at www.dnour.com.

    • Manage your wish list & shopping cart.
    • Track orders & access order history.
    • Request Order Cancellation, Exchange and Refund.
    • Save your address & other details for faster shopping experience.
    • Receive updates & promotional information.
    • Make sure that you're using the same email address and password you registered with.
    • If you can't recall your password, please click on Forgot Password and you will be prompted to enter your email address. Check your mailbox for the link to create a new password.
    • Every account is verified for security reasons.
    • Once you create an account, an email is sent to your registered email address with a verification link.
    • Clicking on that verification link successfully verifies your account and you’re ready to explore and make your purchases at www.dnour.com.
    • Information you provide to us via our Website is stored on secure servers.
    • Any payment transactions carried out through our Website will be encrypted using SSL technology.
    • Your card details and passwords are not available to any of our employees.
    • However, please do note that it is your responsibility to keep any Website passwords or login codes issued to or chosen by you, confidential.
    • We do share information with carefully selected third parties, but we take care in doing so.
    • For full details on how we handle data, please read our Privacy & Cookies Policy.
  • Purchasing / Order

    • We do not keep stock of our jewelry pieces. Every time an order is placed by you, our artisans create your jewelry from scratch. The process may take a few days, but it ensures the best quality of our jewelry & less waste in the environment.
    • The Prices displayed on the website represents the full retail price of each item including 5% UAE VAT and the delivery charges.
    • For purchases / orders from outside the U.A.E., custom fees/ import taxes will be shouldered by the client/ customer.
    • Yes, you will receive an email with the order confirmation details to your registered email address.
    • If you have not received any confirmation email about your order then please get in touch with us immediately, either by email or live chat and we’ll make sure that the email is sent through, resolving the issue at the earliest.
    • If you have not completed your checkout process, then you can still edit your order list/cart. Once the payment is processed and you receive an email confirmation of your order then you’ll have to go through the Cancellation or Exchange process for your required changes. Please refer to Cancellation, Exchange & Refund Policy & Procedure.for more details.
  • Payment

    D’NOUR accepts the following forms of payment for online purchases:

    • Visa
    • Mastercard
    • American Express
    • United Arab Emirates Dirhams (AED) and United States of America Dollars (USD).
    • In case if the destination country is UAE, there are no extra charges to paid at the time of delivery.
    • In case if the destination country is other than UAE, depending on the destination country & value of your order, you may be charged import or customs duty. These charges are imposed by the destination country and we do not have any control on the applicable fees. These charges are the responsibility of the person receiving the parcel. Please check with your country’s customs service if you need more information.
  • Shipping

    • Every time an order is placed by you, our artisans create your jewelry from scratch. D’NOUR believes in having a positive impact on the environment. Bulk production of our pieces could result in wastage of materials that could cause harm to the environment. Hence, from producing your selected piece to delivering it to your doorstep, the process may take a few days, but it ensures the best quality of our jewelry & less waste in the environment. Our typical delivery time is 7 – 9 working days.
    • Currently we only ship within UAE. Soon we will be adding more destinations to our list.
    • You can track orders through your D’NOUR Account with the help of your Order Number.
    • You will also receive emails with periodical updates on your order status.
    • Yes, it’s always better that you yourself receive the delivery but you can also authorize someone to receive the parcel on your behalf. In any case, at the time of delivery you will receive an OTP on your registered email address which needs to be entered in D’NOUR Executive’s Delivery App. If you’re authorizing someone to receive on your behalf, then please make sure to pass on that OTP to that person.
    • Yes, you’ll be asked for an Identification Card.
    • In fact, we take great care in delivering the parcel to the right person with the help of Three Point Delivery Verification –
      1. At the time of delivery, an OTP will be sent to your registered email address. The receiver is required to enter that OTP with his/her own hands in D’NOUR Executive’s Delivery App.
      2. The receiver of the shipment will also be required to provide any Government Issued Identification Card or valid Passport for security and verification purposes.
      3. Finally, the receiver will be required to sign a delivery note at the time of receiving the parcel.
    • If you believe we have sent you the wrong item, please accept our sincere apologies.
    • Kindly apply for an Exchange through your D’NOUR Account.
    • We recommend you take the picture of the incorrect item received to upload in the Exchange Request form. This will help us in expediating the Exchange process.
    • Please do not discard the packaging and the collaterals as we may need them with the return of the parcel.
    • Please refer to Cancellation, Exchange & Refund Policy & Procedure for more details.
    • Please accept our sincere apologies if you’ve received a broken or damaged piece of jewelry.
    • Kindly apply for an Exchange through your D’NOUR Account.
    • We recommend you take the picture of the damaged item received to upload in the Exchange Request form. This will help us in expediating the Exchange process.
    • Please do not discard the packaging and the collaterals as we may need them with the return of the parcel.
    • Please refer to Cancellation, Exchange & Refund Policy & Procedure for more details.
    • Yes, you can place your order as a gift for someone.
    • We recommend you make sure of the following –
      1. You’ve entered correct delivery address.
      2. You will need to pass on the OTP, which you’ll receive on your email at the time of delivery, to the receiving person. The receiver of the parcel will have to enter that OTP in D’NOUR Executive’s Delivery App.
      3. The receiver will be asked to present any Government Issued Identity card to receive the parcel.
  • Returns

    • We strive to make your Return for Exchange/Refund experience as easy & comfortable as your Purchase experience. You can get your orders either exchanged or refunded in 5 easy steps.
      1. Make a Return Request through your D’NOUR Account.
      2. Prepare Package for Pickup.
      3. Handover the package to D’NOUR Executive.
      4. Receive Quality Verification Check (QVC) Report*.
      5. Receive your exchange/refund.
      *For more details, please read our Cancellation, Exchange & Refund Policy & Procedure.
    • We do not accept Return for Exchange/Refund request for items that have been personalized for you or are under special order.
    • After we receive your return item, it’ll be sent for Quality Verification Check (QVC) which takes 3-5 working days.
    • Once the QVC is approved you will receive a confirmation email & refund process is initiated.
    • Refund process time depends on the mode of payment used at the time of purchase. It normally takes 10-15 working days to get the refund in your account.
  • About the Product

    • Each purchase from www.dnour.com comes with a Jewelry Certificate from a reputed Gemological Laboratory.
    • We do not sell through third party sellers or any other stores.
    • Make sure to purchase from D’NOUR webstore www.dnour.com to receive an authentic D’NOUR jewelry.
    • Every D’NOUR jewelry, including the diamonds used in it, is certified from a reputed Gemological Laboratory.
    • D’NOUR uses SI quality of diamonds in their jewelry.
    • The choice of SI quality has an emotional connection with brand D’NOUR.
    • The term SI stands for Slight Inclusions(flaws) and we believe that diamonds, however flawed, can be cut, polished and set to create alluring pieces of jewelry.
    • Women being at the heart of our brand, SI diamonds represent those women who have flaws that make them imperfect and experiences that mold them. With love and abounding support, these women can be equipped to face the world and shine. To know more about how we are doing that, please visit To Women page for more details.
    • One of the best ways to keep your jewelry safe and shiny is to remove them before taking a shower, doing household chores or sports.
    • To keep your jewelry sparkling, clean it often with the cleaning cloth provided in the packaging to remove lotions, skin oil, and everyday dirt.
    • For any assistance, on further cleaning, you can bring your jewelry to us for complimentary Cleaning Service.
    • D’NOUR also offers complimentary Product Checkup service to detect & prevent the possibility of stone loss or damage.
    • Please refer to Service page for more details.