FAQ

If you cannot access your account, please follow the following steps:

1. Check that you have an internet connection. 
2. Confirm that you are using the same email and password with which you registered.
3. If you do not remember your password, click "forgot your password?" and enter your email address or your registered mobile number. We will send you a verification code in order to reset your password.
4. If after this you still cannot access your account, please use the Contact Us link and provide the following information with your message:

      • Your account username or registration e-mail.
       • Which web browser and version you are using.
       • Details about the problem.
       • Screenshots of the error message.
       • Description of what you have done to try to solve this problem.

To change details in your account, please follow the following steps:

1.     Sign into your account.

2.     Go to” My Account”.

3.     Click on “Profile”.

4.     Change the information you need except the address as you can add not change.

Note: your registered email address can’t be changed but we can add more than one address.

You can contact the Golden Rose team by clicking on the Contact Us at the bottom menu.

We are sorry you want to delete your account.
Use the e-mail you registered to GoldenRose.co with and kindly send an email to the Customer Care of Golden Rose - (care @Golden Rose. com)-and request the removal of your account. 

Please note that it can only be done through the registered e-mail to verify authenticity. 

All you need to do is go to the Sign In page, enter your username or registered email and click on “Forgot password.”  We will send you an email with instructions for resetting your password.

Registering an account with Golden Rose is how you can enjoy your shopping experience with us. Once registered you will be able to:

·       Place online orders.

·       Track the progress of your orders.

·       View your order history.

·       Create a Wishlist of your favourite pieces, which you can either make public or keep private.

·       Register for Golden Rose’s Newsletter to hear about the latest Design Collections. You can amend your preferences to personalize the information we send you.

·        Update your address details unless you didn’t make any order on it or add a new address.

Click SIGN UP to register an account with Golden Rose and enjoy a unique jewelry shopping experience.

You should sign up to Golden Rose newsletter:

·        To be the first to receive the latest Golden Rose trends.

·        To be the first notified with limited editions releases.

·        To take advantage of Golden Rose offers and special promotions.

·        To get an extra discount on your first purchase.

To unsubscribe from our newsletter mailing list, please click the “Unsubscribe” link at the bottom of every Golden Rose newsletter. Then confirm your unsubscribing request.

It can take up to a week for your request to be processed, so you may still receive marketing emails or surveys during the week after sending your request.

Renowned for its high quality, Golden Rose 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 Golden Rose that comes with any sold piece is certified from Golden Rose also Golden Rose is one of the members of 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 Golden Rose 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 Golden Rose 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 endeavour 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 Golden Rose, 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 Golden Rose, 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: DHL, Shipa, SMSA express, Fetchr. All our shipments are fully insured.

Congratulations on your first purchase with Golden Rose. 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.

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

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

1-     Golden Rose 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 Golden Rose order at www.GoldenRose.co

3-     Golden Rose 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 Golden Rose 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 Golden Rose.

On the rare occasion of a broken or damaged product delivery, please report to our Customer Care Team via our Contact Us on the Golden Rose 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. 

To keep your precious pieces of Golden Rose jewelry and Golden Rose fashion jewelry perfectly sparkling, follow these simple instructions:

·       Avoid scratching them against solid surfaces, to protect your jewelry pieces from any blemishes.

·       Take off your jewelry pieces whenever you’re about to start any housework or take a shower, for the ultimate shine.

·       Always have your jewelry as the last thing when you put on your dressing and the first the thing you take off when dressing.

·       Do not put your jewelry pieces in direct contact with any chemicals such as cleansers, perfumes, etc., for an intact jewelry surface.

·       Wear your pieces of jewelry rather than store them for a long time, this is the best way to avoid their oxidation and color change.

·       Wrap your Golden Rose jewelry in a cotton cloth and put them in their own box to keep the pieces in their finest form, when you’re about to store them.

·       Keep your Golden Rose jewelry in a dark, cool and dry place as it gets tarnished by extreme humidity or damage.

Clean your jewelry carefully with a soft, non-abrasive and lint-free cloth or chamois; this helps maintain or bring back its shine. If necessary, you can use a mild washing up liquid with warm water and a soft toothbrush, then rinse with clean water and pat dry with a soft cloth.

Avoid using ‘dip’ polish or abrasive jewelry cleaners as these contain harsh chemicals and can destroy your jewelry overtime. We do not recommend the use of any jewelry polishing cloths that have been treated with cleaners or polishing agents.

Keep your Golden Rose jewelry away from the following:

·        Chemicals present in perfume.

·        Hairspray.

·        Make-up.

·        Nail polish remover.

·        Body oils.

·        Suntan lotion.

·        Deodorant.

It is also preferred that you don’t keep jewelry in direct sunlight as prolonged exposure to sunlight can cause many gemstones to fade and lose their colour and brilliance. 

Do not swim or shower while wearing your Golden Rose jewelry and remove rings when washing your hands.

Chlorine, saltwater and fresh water can damage precious metals and gemstones by dulling or eroding them. Gold and silver are particularly susceptible to damage from chlorine, which can permanently damage or discolour them. Soapy water when bathing and showering can also leave a thin film, which makes the metal seem dull.

Some stones can also be quite porous (such as turquoise and lapis lazuli), which is why you should not leave these kinds of stones immersed in water for too long. Liquids and oils can seep into the gems through the tiny cracks between the crystals, causing permanent discolouration and damage. Besides, porous gems should not be worn to a beach or other hot, extreme environments. 

We do our best to ensure a completely comfortable and easy shopping experience. This includes granting our customers the rights to return their purchased products when requested.

There are a number of conditions that must be met collectively not individually, so that the product return can be accepted:

1. The return request shall be submitted within a maximum period of 3 days from the date of the order recipient.

2. The product should be in the same condition when received and not damaged.

3. The product has not been consumed or installed.

4. The products have not been tampered with and still hold the same serial numbers thereof.

5. The products still hold the price cards, labels, the original cover and the barcode card without removing them.

6. The products are still in their conditions without any missing accessories thereof.

• Under the normal circumstances, the freight forwarder shall contact you within a period from three to five working days from the date on which the returning of the commodity is required. Sometimes, however, the matter may require a period of two weeks for the freight service provider to receive the commodity from you.

• In the event that some circumstances preclude you from returning the product within 3 days from the date of receipt please call the Customer Service Team in “GoldenRose.co” through the number (+971 58 882 9737), or send a complaint via "Contact Us" on the website. All complaints submitted in this case are investigated and studied independently. In general, all the goods which are approved to be returned must subject to the Consumer Protection Laws and Regulations.

• Refund the paid money is made very quickly and smoothly after the receipt of the commodity. We Simply Credit your Wallet Account with Golden Rose by the total value paid after deducting any due deduction based on Previous Return Policy. And through your account, you can Simply Ask for Refund or use Your Wallet Balance in Future Purchases.

• Returning the goods’ value is not performed unless “GoldenRose.co” receives the returned goods through one of its approved shipping service providers. The representative or the service provider shall call you to set a time to receive from you the commodity, which you desire to return, within three to five working days from your request to return the commodity.

If your return request is approved, the refund of the paid money is made quickly and smoothly after the receipt of the returned order to Golden Rose. Golden Rose credits your wallet account with Golden Rose with the total value paid after deducting any dues based on Golden Rose Return Policy. Through your Golden Rose account, you can request a refund or use your wallet balance in future purchases. If it is cash you will need to add your bank details (bank name, country, account number, IBAN, if it is applied, and Swift code and account name). You have to fill a refund request at this link:

In case of late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

It may take a month or more to recover your money.

Next, contact your bank. There is often processing time before a refund is posted on your statement. 

If you returned a product and your refund is not made yet, first check with your bank account Customer Care by phone as sometimes the transactions are not reflected in the online bank statement immediately after refund. This is common in credit card refunds in banks.

It may take a month or more to recover your money depending on your bank and the competition of the return procedures in Golden Rose. 

We do our best to ensure a completely comfortable and easy shopping experience. This includes granting our customers the right to return their purchased products when requested.

However, there are numbers of conditions must be met collectively not individually so that the product returning can be accepted:

1. The returning request shall be submitted within a maximum period of 3 days from the date of receipt.

2. The product should be in the same condition when received and not damaged.

3. The product has not been consumed or installed.

4. The products have not been tampered with and are still hold the same serial numbers thereof.

5. The products still hold the price cards, labels, original cover and the barcode card without removing them.

6. The products are still in their conditions without any missing accessories thereof.

7. If any of the above conditions are not met, it is not possible to return your order to Golden Rose. 

Many conditions must be met collectively, not individually, so that the product return can be accepted for more information please check our (Terms And Conditions).

If you received an order in the wrong size and/or color, please follow the following steps:

1. Check order details on your Golden Rose account to make sure of the details of the order placed is not matching what is received.

2. If the order was already not consistent with the ordered placed, please contact our Customer Care immediately through the Contact Us and they will contact you to resolve the issue to your satisfaction.

3. If the order placed and the order received are of the same size but it does not fit your needs, please proceed with return request within maximum 3 days as long as it is in the same condition received and meets Return Policy in the Terms And Conditions.  

At Golden Rose we take extra care to make sure we get your order right, In the event that some circumstances preclude you from returning the product within 3 days from the date of receipt please call the Customer Care team in Golden Rose through the number (+971 58 882 9737), or send a request via our Contact Us page on the website. All complaints submitted in this case are investigated and studied independently. In general, all the goods which are approved to be returned must subject to the Consumer Protection Laws and Regulations.

Yes, you can. We want to offer you, our valued customers, the peace of mind of shopping with us, and we fully understand that sometimes you might change your mind on a bought item. If after making the purchase online, you still have not received the item and the courier didn’t pick it up from our stockrooms, you may still cancel your order. If you have paid through electronic means (Credit or Debit Card) then the money will be refunded to your wallet, then after your refund request will be added to your card, but due to individual card providers, the amount may take time to reflect in your card statement.

If you wish to return the item after receiving it, you have up to (3) days to do so as long as it meets the return policy stated conditions. Please read Terms And Conditions for more information about Golden Rose return policy and return conditions.

If you received the order that is not what you bought online, please follow the following steps:

1.     Check order details on your Golden Rose Account to make sure of the details of the order received is not matching it.

2.     If the order placed details do not match what was received, please send our Customer Care Team at the Contact Us link and place a request for return an item within 3 days, even if it is the same item you have ordered so long as it meets our Terms And Conditions, namely being in the same condition as received and with the original packaging intact.

Currently, we  are shipping and deliver  to all Arab countries, America, the European Union and Australia

No, you will pay only the total amount that is written on your receipt (including the tax) but there are some conditions you need to check below:

1. Golden Rose is not responsible for any additional cost corresponds to the import taxes laid out in each country’s current legislation.

2. Golden Rose is not responsible if a wrong shipping address is sent with the order.

3. You may have to pay some custom taxes in your country, (it varies from country to country).

. Golden Rose does not ship to countries placed in the prohibited area by the shipping company such as countries where war is declared or have a natural disaster and so on.

5. Most countries apply customs fees for importing gold. Please keep in mind that our shipping charges are excluded from any bills you may get for gold clearance. The shipping cost will determine the tax bills imposed by each country.

Yes, every jewelry package from Golden Rose that arrives at your doorstep is beautifully packaged in signature Golden Rose packaging. Your item is delivered to you in an exclusive Golden Rose box and bag along with the relevant certificates. 

Please contact our Customer Care team if you believe your order has been lost in transit. There’s no need to worry. All shipments are insured. We will trace your order and take the necessary steps to get your item to you. If we are unable to locate your shipment, our Golden Rose support team will contact you to know your decision whether you would like to receive a replacement or get a refund for your order. 

First, please accept our apologies. Our commitment to promised delivery times is taken very seriously and we make every effort to contact you in advance of any anticipated delays. Our usual time frame for receiving an item bought on Golden Rose is maximum 12 business days. Unfortunately, there may be circumstances beyond our control, such as delays with the courier company. You can check the status of your order online by clicking on “Order Status” You can also contact our Customer Care Team through our Contact Us link.

If you placed an order, the courier company will call you to confirm the address and set with you the appointment of delivery. Please respond to courier calls in a timely manner to receive your order at the specified time range. 

Our shipping option is maximum of 12 working days also there are some other shipping options based on the country and the time.

Upon your selection of a suitable shopping option for you with your order delivery. The following steps take place.

• Once your order has been shipped, you will receive an e-mail from Golden Rose containing 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 GoldenRose.co.

To receive your order, the courier company will contact you to confirm the address of the recipient and the suitable appointment. The courier’s messenger will proceed with the following easy steps upon delivery:

Recipient Identification:

• Customers will need to enter the correct details of the consignee/recipient name with complete address, nearby landmark and contact number for hassle-free delivery.

Delivery requires the signature of the official recipient upon delivery.

• The Photo ID of the cardholder and the buyers’ or recipient’s name mentioned in the order should be the same, with valid identification. 

Golden Rose handles the shipping process of orders through our expert shipping partners. Golden Rose fully insures all order shipments until delivery. We consider our logistic courier partners DHL, UPS, SMSA Express, and Fetchr to be our partners in customer commitment

.Yes, we ship outside KSA, UAE, and all over the world

There are multiple reasons your package might have been returned to us:

1. If the order submitted included wrong or incomplete address.
2. If the order submitted included an invalid phone number.
3. If the messenger were not able to contact the customer and hence was unable to deliver.
Please, contact our Customer Care team through our channels Contact Us link.

If your tracking updates show the return of your order, please contact Golden Rose Contact Us as soon as possible. We are at your service.

The duration is taken for the order to arrive in maximum 12 working days also have some other options, but it depends on the country and the time.

If you forgot which option you selected, please review the delivery time for your chosen item when viewing orders at your account. 

If you need your order within specific time that is not within our delivery options, please contact our Customer Care team via our Contact Us link and they will sure do their best to accommodate your need.