FAQs & Customer Care | ROCÈEN Fine Jewellery UAE

Everything you need to know, answered honestly.

Orders & Delivery

Do you deliver across the UAE?

Yes. We offer free delivery to all Emirates — Abu Dhabi, Dubai, Sharjah, Ajman, Fujairah, Ras Al Khaimah, and Umm Al Quwain. All orders are dispatched within 1–3 business days and delivered within 3–7 business days, depending on your location.

Do you ship internationally?

We currently focus on UAE-based orders to ensure quality and speed of delivery. For international enquiries, please contact us at info@roceen.ae and we will do our best to assist.

How will I know when my order has shipped?

You will receive a confirmation email when your order is placed and a shipping notification with tracking details once your order is dispatched.

Can I change my delivery address after placing an order?

Please contact us as soon as possible at info@roceen.ae if you need to change your delivery address. We can usually accommodate address changes if the order has not yet been dispatched.

Products & Quality

What materials does ROCÈEN use?

Our jewellery falls into two categories: our Lumière d'Or and Héritage collections use premium gold-tone or silver-tone plating over fine base metals. Our Argenté 925 collection uses hallmarked 925 sterling silver — the international standard for fine silver jewellery.

Are the stones real gemstones?

The coloured stones in our pieces are high-quality rhinestones and simulated gemstones, unless otherwise specified. Our cubic zirconia stones are AAA-grade, cut for maximum brilliance. We believe in complete transparency: we are a luxury fashion jewellery house, not a fine gemstone atelier. What we offer is exceptional design and finish at an accessible price point.

What does 925 mean?

925 means the jewellery is 92.5% pure silver — the international hallmark standard for sterling silver. It is a certification of quality. All pieces in our Argenté 925 collection meet this standard.

Will the gold plating fade?

With proper care, gold-tone plating retains its appearance for a significant period. Avoid contact with water, perfume, lotions, and sweat where possible. Store in the provided ROCÈEN pouch when not wearing. For pieces worn regularly, we recommend occasional gentle polishing with a soft cloth.

Can I shower or swim wearing ROCÈEN jewellery?

We recommend removing your ROCÈEN pieces before showering, swimming, or entering the sea. Water, chlorine, and salt can accelerate wear on plated finishes. For the 925 silver collection, occasional brief contact with water is fine, but prolonged exposure should be avoided.

Gifting & Packaging

Does my order come gift-wrapped?

All ROCÈEN orders are presented in our signature packaging — ready to gift. If you would like a personalised note included with your order, please mention it in the order notes at checkout and we will include it.

I am purchasing as a gift. Can it be sent directly to the recipient?

Yes. Simply enter the recipient's delivery address at checkout. We do not include pricing information inside the packaging.

Do you offer bridal jewellery consultation?

Absolutely. We understand that choosing bridal jewellery is one of the most important styling decisions a woman will make. We offer personalised bridal consultation via email or WhatsApp. Reach us at info@roceen.ae to begin.

Returns & Exchanges

What is your return policy?

We accept returns or exchanges within 7 days of delivery, provided the item is in its original, unworn condition with all packaging intact. Please contact us at info@roceen.ae to initiate a return. Custom or personalised orders cannot be returned.

What if my item arrives damaged?

If your order arrives damaged or defective, please contact us within 48 hours of receipt with a photograph of the item and your order number. We will resolve it promptly — either through a replacement or full refund.