General FAQs

Please accept our apology for being late to solve your complaint. Allow us to explain to you what happens when you file a complaint.

Every customer complaint is logged in our database and remains open until a full, satisfactory resolution has been reached. However, at times, due to the complexity of the issue, it might require longer to resolve but rest assured that your case or complaint is not being ignored and is being worked on. For further assistance, you may contact us via our Contact Us.

No, currently we do not have any retail locations. We specialize in offering a premium online retail shopping experience. One of the benefits of this is eliminating the extra costs associated with physical storefronts such as rent, insurance, and staff, which results in better value to price to our customers.

Yes, sometimes we offer promotions on Lolya products. From time to time, Lolya product promotions will be offered through promotional codes on our social pages, or for Loyal customers (either directly or via third parties). 

Lolya has few conditions associated with Lolya products promotions and by participating in any promotion, you agree to these terms and conditions.

1-     Lolya reserves the right to further reduce its product prices and is unable to refund the difference on prior purchases.

2-     Promotional codes allow the user one single use. This offer can only be redeemed on a single Lolya order at

3-     Lolya reserves the right to:

                                               i. Cancel the promotion at any time.

                                              ii. Decline the promotion code activation on certain accounts.

Kindly Contact Us, and you will receive a written response within 3 working days. We will do our best to resolve any complaint within 14 days maximum.

If you have an issue with a product, please submit it to our Lolya Customer Care Department. Our Customer Care Department will pay the attention required to resolve it. Please pay attention to the following notes:

1.     All goods must be counted and checked at the time of delivery. Any damage or faults must be reported on receipt of the goods. This does not affect your statutory rights as a consumer.

2.     Any claim in respect of the above should be made by contacting us within three working days of delivery.

3.     No claims will be entertained unless the above conditions are strictly adhered to.

4.     No credit or refund will be given for any losses due to the incorrect storage or handling by the customer of any goods supplied by Lolya.

On the rare occasion of a broken or damaged product delivery, please report to our Customer Care Team via our Contact Us on the Lolya website with details as soon as possible and we will resolve the issue.

Be assured that we take the utmost care that your product reaches you exactly in the same condition as you see it on the website. Strict quality checks are made at every stage. Your product is carefully packaged to ensure its safety and dispatched through renowned logistics partners. 

Renowned for its high quality, Lolya jewelers use only the most skilled artisans and pure, precious metals. From manufacturing to the final dispatch, our product goes through stringent quality checks at every stage. There is no scope for defects and flaws. The gold certificate issued by Lolya that comes with any sold piece is authorized by the Gold Council of the UAE.

Thank you for being a loyal customer. To use your points, please follow the following steps:


1.     Sign in to your Lolya account.

2.     Click on "My Points" section.

3.     Choose a suitable item for your balance points and buy it with your points.

4.     Receipt of any points will be after 3 days upon receiving your order.

Yes, any Lolya point has an expiry date six months which you can check it from your account.

The answer to this question depends on the size and resolution of your screen. Computer monitors vary in size, so it is impossible to show an actual size image on the Internet.

We do however provide meticulous measurements and endeavor to show each piece worn by a model to demonstrate the actual fit of the jewelry pieces in real life.

Get in touch via our Contact Us link if you have any further queries.


Yes. People bank online, they transfer cash online, they even buy cars and airplanes online! In Lolya, we use the same technology that the banks use to protect against the loss, misuse or alteration of your information, so you can order without worrying about a thing. Your information is safe with us.

Also, when you’re checking out from shopping websites – it is more secure if you find in the website URL address "https" and not "HTTP". All browsers display this to let you know that you’re in a secure environment thanks to our use of Secure Socket Layer (SSL) technology.


Yes, it is safe to ship jewelry orders by courier.

At Lolya, we ship our jewelry by trusted couriers and reputed logistics services provider so the chances of anything happening to your package are super slim. We ship with the following logistics courier: FedEx, Shipa, SMSA express, Fetchr. All our shipments are fully insured.


Congratulations on your first purchase with Lolya. You do not need to respond unless requested by the Customer Care team or asked to do that in the SMS and e-mail.

This SMS/e-mail is to confirm your order and remind you to track your order with the order ID link.