Customer Service

For all customer enquiries please use the contact us form.



Once the order is placed and an email confirmation of the order is sent we do not offer any cancellations as our jewelry is made to order.

Refund and Exchange

At this time, all sales on are final. Due to the finality of your purchase, please note the measurements and scale of all products before purchasing. We are here to help and will be more than happy to talk you through everything before making a purchase. Please send us an email at or send us a message on our WhatsApp account with any prior questions or concerns. In the event of a manufacturing defect or if you received an item in error, please email us at within 48 hours of receiving your purchase and someone will get back to you within 24 hours.

Each piece of jewelry is made for you once you complete your order therefore we do not accept any refund or exchange on all items. We can accommodate a small alteration if it doesn’t affect the design, for example, a resize of a ring or a change in chain length on a necklace. Some alterations may require additional charges.


Delivery Terms

Your jewelry is handmade with care on receipt of your orders therefore orders will be shipped within 2-3 weeks if there is no customization. Any customization of the piece may extend delivery time up to 4 weeks. Bespoke items delivery is based on design, approval by customer, and uniqueness of the natural gems used.



Shipping within the United Arab Emirates will be free of charge. Shipping charges will apply to any order delivered outside the UAE.


Privacy policy

When you purchase something from illustra, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. 
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. 
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. 
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. 
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.