Delivery & Pickup Policy
Muna Jewellery LLC
Ajman Gold Souk, Ajman, United Arab Emirates
This Delivery & Pickup Policy applies to orders placed or arranged with Muna Jewellery LLC through our website and official communication channels.
1. Delivery Availability
Delivery is available for eligible orders within locations serviced by Muna Jewellery.
Delivery availability, charges and estimated delivery times may vary depending on:
-
Delivery location
-
Order value
-
Product type
-
Security requirements
-
Product availability
Muna Jewellery will confirm the applicable delivery arrangements with the customer before dispatch.
2. High-Value Jewellery and Bullion Deliveries
Gold bars, silver bars, jewellery and other precious-metal products are high-value goods. Additional verification and security procedures may therefore apply.
Muna Jewellery Jewellery may require the customer or authorized recipient to complete identity or delivery verification before an order is released.
We reserve the right to delay or refuse handover where we cannot reasonably verify the recipient or where there is a security concern.
3. Delivery Address
Customers are responsible for providing a complete and accurate delivery address and contact number.
Before dispatch, customers should notify Muna Jewellery of any necessary correction to their delivery information.
Once an order has been dispatched, changes to the delivery address may not be possible and may require additional verification.
For security reasons, Muna Jewellery may decline a request to redirect a high-value order after dispatch.
4. Recipient Verification
The customer or an authorized recipient should be available at the agreed delivery location.
Depending on the order, Muna Jewellery or the delivery provider may require one or more of the following before releasing the package:
-
Recipient’s name
-
Signature
-
One-time password (OTP)
-
Order or delivery reference
-
Mobile-number verification
-
Identification
-
Other reasonable verification appropriate to the transaction
If the required verification cannot be completed, the order may not be handed over.
5. Proof of Delivery
Due to the value of our products, Muna Jewellery may maintain appropriate proof that an order has been delivered.
Proof of delivery may include, where appropriate:
-
Recipient’s name and signature
-
OTP confirmation
-
Delivery date and time
-
Delivery tracking information
-
Order or delivery reference
-
Confirmation from the delivery provider
-
Other reasonable records confirming receipt
A successfully completed verification or proof-of-delivery process may be used as evidence that the order was received by the customer or an authorized recipient.
6. Claims of Non-Receipt
If you believe that your order has not been received despite being shown as delivered, please contact Muna Jewellery as soon as possible.
We will review the available delivery information and, where applicable, investigate the matter with the delivery provider.
This may include reviewing delivery confirmation, recipient verification, signatures, OTP records, tracking information and other available proof of delivery.
Where valid records confirm delivery to the customer or an authorized recipient at the agreed delivery location, those records may be relied upon when assessing a claim of non-receipt.
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable UAE law.
7. Failed Delivery
If delivery cannot be completed because:
-
No customer or authorized recipient is available
-
Required verification cannot be completed
-
Incorrect or incomplete delivery information was provided
-
Access to the delivery location is unavailable
-
The recipient refuses to accept the order
The order may be returned to Muna Jewellery or the delivery may be rescheduled.
Additional delivery charges may apply where another delivery attempt is requested.
High-value products will not be left unattended, outside a property, with an unauthorized person or in an unsecured location.
8. Inspection Upon Delivery
Customers should inspect the external package at the time of receipt where reasonably possible.
If there is visible evidence of damage, tampering or an incorrect package, please notify Muna Jewellery immediately and, where appropriate, inform the delivery representative before accepting the package.
Customers should contact us promptly if they discover an issue after opening the package.
9. Store Pickup
Customers may choose store pickup where available.
Pickup will take place from the location confirmed by Muna Jewellery. Please wait until Muna Jewellery confirms that your order is ready before visiting the store.
For high-value orders, we may request:
-
Order or reference information
-
Mobile-number verification
-
Identification
-
Other reasonable verification
The order will only be released once the required verification has been completed.
10. Authorized Person Collecting an Order
If someone other than the customer will collect or receive an order, Muna Jewellery should be informed in advance.
We may request information or verification for both the customer and the authorized recipient before releasing high-value goods.
Muna Jewellery may refuse handover where authorization cannot reasonably be verified.
11. Cash Orders and 10% Deposits
Cash orders for delivery or store pickup require a 10% deposit unless Muna Jewellery confirms otherwise.
The deposit is paid securely through Shopify Checkout using an available online payment method. The checkout page displays the deposit amount being charged and the remaining balance due in cash.
After the deposit is successfully paid, the customer will receive an order confirmation showing:
-
The deposit amount paid
-
The remaining balance
-
Confirmation that the remaining balance is payable in cash only