Shipping and delivery

Q When will I receive my Order confirmation?

Once your order has been purchased, an Order Confirmation email will be sent to you.

If you can’t find the email, please check your junk mail or spam folders. Otherwise, please feel free to contact us at and we will be able to resend your confirmation email to you for your reference.

Q When can I expect my package to be delivered?

It is our aim to ship all orders within 3 days of purchase.

Orders are not processed on weekends and public holidays.

Please see our Shipping Policy for more information about shipping. 

We are not liable for lost, stolen or misdelivered items.

Q International shipping & costs?

Free shipping on all orders over $200

We ship worldwide. Prices on our site are shown in US Dollars. 

DHL: 5-7 business days 

DHL Express: 3-5 business days

FedEx: 5-7 business days 

EMS: 5-7 business days

We cannot cover the fees of customs import taxes and duties so these will be at the expense of the customer

It is the customer’s responsibility to know their country’s customs regulations. 

Please visit our Shipping page for more detailed information.

Q Lost packages & misdelivery?

We are not liable for lost, stolen or damaged goods during the shipping process.

Please be sure to check with neighbours and local postman for misdelivered packages. 

We recommend calling UPS immediately to change the delivery address as we are unable to do this for you.

In any case you have entered the wrong address, please notify us immediately so that we can update it before shipping. We will not replace or refund orders if lost or sent to the wrong address.

*provide link where they can track order

Q What can I expect in my package??

All Dua jewelry orders are packed using sustainable material where possible. 

Cancellation & returns

Q Can I cancel my order?

You may cancel your order within 24 hours of purchase

Once orders have been processed we cannot cancel your order

If you are unhappy with your purchase you may return your order for store credit once you have received it. 

Please read our Returns Policy for more information

Please email us immediately at if you have changed your mind.

Q What is your return policy?

Returns are accepted upon request within 14 days of the receipt of your order.

We can only accept returns if they are sent back unworn, in their original and complete packaging. 

The cost of shipping a returned order back to us will be at the expense of the customer. Please use a courier with tracking to ensure the item is returned to us. 

Q Do you offer refunds?

We can only offer store credit for returned goods.

If you would like to return your order please send us an email at so that we can help you with the return process. 

Q Do you offer exchanges?

We can only offer exchanges for store credit unless you have ordered a ring and need a different size.

We are unable to accept returns or exchanges for earrings due to hygienic reasons.

Q What if my item arrives damaged/faulty?

We follow 4 different quality check requirements from production to shipment to ensure our quality that we pride ourselves in. We sincerely apologize if you have received faulty items. 

If you have received a faulty item please send us an email at with a clear photo of the damage or malfunction. 

Stock and backorder

Q The item I want is out of stock?

If an item or size is currently unavailable online, please email us at with your sizing preferences.

Once the item has been restocked you will receive an email notification as soon as this item is available or when they item will be restocked. 

Q Why is my item on backorder?

We may have some issues keeping things in stock due to popularity. 

You may order a backorder item to reserve your favorite color and size, but understand it will not be shipped to you until it is in stock. 

Backorder shipping dates are subject to change. We will email you with any date changes.

Q Can I order out of stock items?

Please contact us at or through our Contact Page with your request.


Q Payment

Payment will be taken from your credit card or debit card as soon as the order has been placed. Alternatively we accept payment via Paypal or Indonesian Bank Transfer.

Q Payment Methods

We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex and PayPal.

Jewelry care

Q What if my jewelry tarnishes?

Check out our Jewelry Care page for all the information you need to take care of your jewelry.

Q Size guide

Our Ring Size Guide gives you several ways to measure your own ring size. 

Please contact us at for further help.