Support
Lifetime warranty
If a claw loosens, a clasp fails or a joint gives way, we fix it free, for as long as you own the piece. No registration and no receipt needed — the SKU is stamped inside.
Covered, free, for life
- Stones that loosen in their setting, and re-tightening of a whole tennis line.
- Clasps, hinges and box catches that fail in normal wear.
- Solder joints that open on chains and bangles.
- Re-polishing and rhodium re-plating on white gold, once a year.
- An annual bench check on anything you own, whether or not it needs work.
We collect from anywhere in the UAE and return it insured, and there is no charge for either leg.
Covered for sixty days
- Resizing, up to two sizes in either direction. After sixty days it is AED 180, or AED 320 if the band is set with stones all the way round.
Not covered
- A stone lost through impact rather than a failed setting. We replace lab-grown stones at cost, which is usually a small number, and we will tell you what happened when we look at it.
- Wear that comes from taking it swimming, into the hammam or to the gym. Chlorine attacks the alloy, not the stone. See care.
- Scratches, dents and the general softening of an edge over years. That is not a fault, and on 22k it happens faster because the metal is purer.
- Work done by another jeweller. Once someone else has had a torch on it we cannot vouch for the metal.
- Theft or loss. Insure anything you would be upset to lose.
How to claim
WhatsApp +971 50 555 0180 with a photograph, or bring it to City Walk or the atelier. We tell you at that point whether it is warranty work or chargeable, and what it will cost if it is chargeable. We do not start work and invoice you afterwards.
Most repairs take three to five working days. A full re-tighten on a tennis bracelet takes a week because every claw gets checked.
If you sell it or pass it on
The warranty follows the piece, not the buyer. Whoever owns it can bring it in.
Valuations for insurance
We issue a written valuation at the current gold rate for free, at either address. Most UAE insurers accept it. Bring the piece; it takes about ten minutes at the bench.