1. Order Preparation

Ready-made and available pieces are normally prepared for dispatch within 2–3 business days after the order, payment and any required identity verification have been completed.

Customized, engraved and made-to-order pieces normally require 10–14 business days before dispatch unless a different preparation period is shown on the product page or confirmed directly by GHAYA.

Preparation times do not include weekends, public holidays, courier transit time or customs processing time.

2. Shipping Destinations

GHAYA ships within Kuwait and may offer international shipping to selected countries shown during checkout.

The availability of a country in a general address list does not by itself guarantee that GHAYA can accept or ship an order to that destination. International orders remain subject to courier availability, customs restrictions, sanctions, precious-metals regulations and GHAYA’s compliance review.

GHAYA may decline or cancel an order when delivery to the selected destination is unavailable, restricted, unlawful or considered unusually high-risk.

3. Shipping Charges

Shipping charges are calculated or confirmed according to the destination, shipment value, weight, insurance requirements and courier rate.

When a shipping charge is displayed during checkout, it will be added to the order total. If an accurate international rate cannot be calculated automatically, GHAYA may contact the customer with the final shipping quotation before dispatch.

GHAYA will not dispatch an order until all agreed product and shipping charges have been paid.

4. Estimated Delivery Times

Delivery times begin after the order has been prepared and handed to the courier. Any delivery estimate provided by GHAYA or the courier is an estimate and is not a guaranteed delivery date.

Delivery may take longer because of weekends, public holidays, customs inspection, security checks, severe weather, courier disruption, remote destinations or circumstances outside GHAYA’s reasonable control.

5. Delivery Address

Customers must provide a complete and accurate delivery address, recipient name, telephone number and any information required by the courier or destination country.

GHAYA is not responsible for delays, failed delivery or additional charges caused by an incomplete or incorrect address supplied by the customer.

Contact GHAYA immediately if you notice an address error. We cannot guarantee that an address can be changed after the order has been dispatched.

6. Identity and Delivery Verification

Because GHAYA sells gold jewelry and other valuable products, we may request a valid Kuwait Civil ID, passport or additional customer information before dispatch.

The courier may also require the recipient to present identification or provide a signature, delivery code or other proof of receipt.

Please read our Identity Verification Policy for further information.

7. Customs Duties and Import Charges

International orders may be subject to customs duties, import taxes, clearance fees, brokerage charges or other charges imposed by the destination country or courier.

Unless GHAYA expressly confirms otherwise in writing, these charges are not included in the product price or shipping fee and must be paid by the customer.

Customers are responsible for confirming that jewelry and precious-metal products may legally be imported into their country and for providing any documentation requested by local authorities.

8. Customs Delays or Refusal

GHAYA is not responsible for customs processing times or for delays caused by authorities in the destination country.

If a shipment is refused, abandoned or returned because the customer did not pay import charges, provide required documentation or comply with local import rules, GHAYA may deduct the original shipping cost, return shipping cost, customs charges and other non-recoverable expenses from any refund permitted under applicable law.

Customized, engraved or made-to-order pieces remain subject to the restrictions stated in our Returns and Exchanges Policy.

9. Tracking

When tracking is available, GHAYA will provide the tracking information after the courier accepts the shipment.

Tracking updates are supplied by the courier and may not appear immediately. Customers should also monitor telephone calls, messages and delivery notifications from the courier.

10. Receiving Your Order

Please inspect the external condition of the package when it is delivered. If the package appears damaged, opened or tampered with, photograph it before opening and notify GHAYA as soon as possible.

Keep the packaging, invoice, photographs and delivery information while GHAYA and the courier investigate the matter.

11. Delayed Shipments

If tracking has not updated for an unusual period or the shipment has passed its estimated delivery period, contact GHAYA so we can request an investigation from the courier.

Courier investigations and customs inquiries may require additional processing time. GHAYA cannot issue a replacement or refund solely because a shipment is delayed while it remains in transit and under active investigation.

12. Lost Shipments

A shipment is not considered lost until the courier completes its investigation and formally confirms the loss.

If a shipment is confirmed lost, GHAYA will review the order, insurance coverage and applicable legal obligations before arranging an appropriate replacement or refund.

13. Failed Delivery

If no one is available to receive the order, the courier may attempt redelivery, contact the customer or hold the shipment at a collection location.

Additional delivery charges may apply when delivery fails because the recipient is unavailable, refuses the package or provides incorrect delivery information.

14. Risk and Ownership

Responsibility for an order transfers in accordance with applicable law and the agreed delivery method. Ownership does not transfer until GHAYA has received full payment for the order.

15. Contact Us About Delivery

When contacting us about a shipment, please provide your order number, customer name, delivery country and tracking number, if available.