Frequently Asked Questions
Everything you need to know before choosing your DONYDO piece. Can't find your answer? Write to us on WhatsApp or at info@donydo.com.
Orders & production
Are your pieces made to order?
Yes. Most DONYDO pieces are handcrafted for you after your order is placed, which is why each one is made with care and attention to detail.
How long does production take?
Production takes up to 30 business days, depending on the piece. We confirm the timing when you order, and shipping starts once your piece is complete.
Can I customize a piece or commission a bespoke design?
Yes. Many pieces can be adapted in gold colour or stones, and we also create one-of-a-kind commissions. Book an Atelier Consultation to start.
Payment
How can I pay?
We accept payments via Ziina. Full payment is required before production begins; you will receive an email confirmation once payment is received.
In which currency are prices shown?
Prices are in UAE dirham (AED). Customs duties, taxes and fees in your destination country are not included.
Shipping & delivery
How do you ship within the UAE?
We ship with UPS. Overnight delivery is available for an additional fee, subject to availability. We cannot ship to P.O. Boxes.
Do you ship internationally?
Yes, with FedEx. As the importer, you are responsible for any customs duties, VAT or fees in your country.
Do I need to sign for my order?
Yes. Every delivery requires a signature, so please make sure someone is available to receive it. You will get a tracking number by email when your order ships.
Returns & exchanges
Can I return my piece?
You can request a return within 14 days of delivery by writing to info@donydo.com. The piece must be unworn, in its original packaging and with proof of purchase.
Which items cannot be returned?
Custom, personalized and made-to-measure pieces, sale items and gift cards.
Can I exchange fine jewelry?
Yes, within 15 days of purchase, with a 20% restocking fee, if the piece is in its original condition. Exchanges are usually issued as store credit.
When will I receive my refund?
Once your return is approved, the refund is issued to your original payment method within 10 business days.
Materials & stones
What materials do you use?
Our fine jewelry is crafted mainly in 18K gold, with natural precious stones, diamonds and enamel. Each product page lists the exact metal and stones.
Do you use lab-grown diamonds?
Yes, in our D by DONYDO line and selected pieces. They are real diamonds, with the same brilliance and hardness as mined diamonds. Read our Lab-Grown Diamond Guide.
What do the Aura colours mean?
Each colour of the Aura collection is linked to one of seven energy points of the body. Discover them in the Aura System.
Contact
How can I reach you?
WhatsApp +971 58 567 6246 · info@donydo.com · Instagram @donydoadorn. We work by appointment.