Our Shipping Policy
You can expect a maximum of 6 working days on local shipments (inside the UAE). Upon your selection of a suitable shopping option, the following steps take place:
Once your order has been shipped, you will receive an e-mail from info@marengoldgroup.com with your tracking number and a link to the website's order tracking page.You can check the status of your order once it has been shipped by visiting the website of our logistics partner and following the instructions by using your tracking number. Your tracking number can be found in the e-mail confirming the shipment of your order or within the Order Status page on marengoldgroup.com
Correct Identification
Customers must enter the correct details of Consignee / Recipient Name (as stated on their legal identification cards approved by the Government) with complete address, nearby landmarks, postal code and contact number for hassle-free delivery.
As the product reaches the destination, at the time of delivery, the recipient must provide any government-recognized identity proof or address proof to collect the product, such as Emirates ID, Driving License, etc.
We make sure that delivery is made with the help of a courier agent after checking the identity proof of the recipient, and the courier agent confirms the same. To ensure the delivery is safe and secured, the courier agent will note down details of the recipient's identity proof. During this process, the receiver is expected to cooperate with the agent by providing original copies of identity proof.
What do I do if I don’t receive my order?
We track all orders from the moment they leave our shop. If your item doesn’t arrive on time, let us know, and we’ll locate it. All wrongly shipped or short-shipped product issues will be resolved immediately. Replacements will be shipped within 24 hours of notice (depending on stock availability).
Delivery Location
Orders can only be delivered to residential and commercial locations. The delivery of orders cannot be done to any public places such as malls, hotels, restaurants, hostels, on-road, etc.
If the recipient is unavailable during delivery, we will try three attempts to deliver the product. If the recipient is still not reachable/ available, the item will be returned to our office. If the customer does not accept the delivery, return shipping charges along with Import duty in Dubai will be accepted by the customer, and the same shall be deducted from the customer’s amount. Please make sure of your availability during the delivery of your shipment.
Return and Exchange Policy
Note: The below Return Policy does not cover customized jewellery, Watches, Accessories, Art & Antiques.
Within 30 days of the purchase date
Gold Jewelry can be exchanged for either gold or diamond jewellery or a gift voucher equal to the invoiced amount. Price changes will be considered, and only one-time exchange is allowed.
Diamond Jewelry can be exchanged for diamond jewellery or a diamond gift voucher equal to the invoiced amount. Only one-time exchange is allowed.
After 30 days until the end of (1) year of the Gregorian purchase date
Gold Jewelry
It can be exchanged for gold, diamond jewellery, or a gift voucher. Gold will be calculated on the prevailing market price on the date of exchange after deducting manufacturing costs, stone weights and other non-gold components.
Diamond Jewelry
Can be exchanged for diamond jewellery only after deduction of remodelling cost not exceeding 25% of the original invoiced amount. The value of the selected diamond jewellery should be more than the value of the previously purchased jewellery for the exchange to be accepted.
Defective/Damaged Product Return Policy
Maren Gold Group and our manufacturers stand behind the products we represent. A full credit or replacement will be issued if a product defect results from a manufacturing production and packaging process.
What is a defective product?
All faulty products that require service within 30 days of the invoice date are considered defective box products.
All claims for a defective product must be made within 30 days of the invoice date.
Defects due to improper use and application are the customer's sole responsibility.
Any replacements shipped to the customer will be invoiced for and credited upon the return of the defective product.
Upon testing the returned product, the replacement product will be shipped to the customer at Maren Gold Group’s expense.
Warranty & Non-Warranty repairs
Any product that requires service or replacement is past the 30-day defective policy period.
Warranty terms vary by product and manufacturer. Your owner’s manual and/or the manufacturer product web page will list specific warranty provisions.
All warranty or non-warranty repairs must be handled case-by-case by Maren Gold Group’s customer care representatives. Please fill out a claim form, and you will receive confirmation of your request within 24 hours.
Products sent for repair are returned to the customer once repairs are complete.
Our Customer Care Team is available Saturday to Thursday: 9 AM - 6 PM.
For other servicing questions, please email us at info@marengoldgroup.com or WhatsApp at +971 56 614 5682
