FAQs

ALL THE ANSWERS TO YOUR QUESTIONS

General

delivery

How can I contact Customer Care?
I'm having troubles with my order and/or account, how can I contact Support?
Do you offer refund on purchases made online?
Unfortunately, we do not offer refund on purchases, however, you can exchange your purchased product(s) in case you are not satisfied with the item, or in case there is any defect on the item within a period of 30 days from the date of purchase. Exchange is only applicable if the products has not been used or worn and, on the condition, that the item(s) is still maintained in its original packaging.
Can I exchange my purchased product(s)?
Yes! Our Exchange Policy is valid 30 days from the date of purchase, and you can exchange a product(s) purchased for any reason. Exchange Policy is only applicable on product(s) that have not been used or worn, and on the condition that the item(s) is still maintained in its original packaging. If you wish to Exchange your product, kindly contact our customer care service anytime through WhatsApp on +961 71 89 89 81 or via email at support@zoughaibandco.com
Can I pay cash on delivery?
The Cash on delivery service is only applicable within Lebanon. For all online purchases made outside Lebanon, transactions are made online on our secure payment getaway using credit or debit card.
Can I place a special order?
I want to get in touch with the company, how can I contact you?
We would love to hear from you, drop us an e-mail at hello@zoughaibandco.com and we will make sure to reply promptly.
Do you provide certificates of guarantee?
Every purchase comes with a certificate of guarantee from Zoughaib & Co that details the product (gold weight, carat weight, stones featured etc.). We are committed to excellence and integrity.
Do you provide GIA, HRD or other diamond certificate with the purchase of solitaires, studs or wedding rings?
Yes, we provide international diamond certificates in addition to our company's certificate of guarantee on special items that contain a of diamond carat weight. To request an international certificate or to know if your product comes with an international diamond certificate, kindly contact us our customer care service anytime through WhatsApp on +961 71 89 89 81 or via email at support@zoughaibandco.com
I've forgotten my password, how can I reset my account?
If you've forgotten your password please click here to reset your password. If you are still having troubles accessing your account, please contact support@zoughaibandco.com
How does the e-gift card work?
It's quite simple! All you need to do is purchase an e-gift card coupon here. You choose the amount starting $50. The recipient will then receive the e-gift card coupon by e-mail notifying him/her of your beautiful gesture. He/She can then sign-up on our website and use the coupon code to purchase an item, or use the amount gifted to compliment on his/her purchase (ex: e-gift car of $100, recipient chose a products of $300 on the website, recipient will pay a total of $200 using the e-gift card coupon code send to him/her by email). Gift cards are valid for 1 year. For more info, kindly contact support@zoughaibandco.com or customer care service on +961 71 89 89 81
Where do you ship?
We ship worldwide using DHL Express, and in Lebanon using Aramex.
How long does it take to receive my package/product(s)?
Your package/product(s) will be delivered to your door within 3 to 12 days from the date of purchase.
How will I know when my order is ready?
Once your order is ready, you will be contacted by the carrier either by phone, SMS or e-mail through the information you have provided in your account. The carrier will then arrange with you a time to drop-off your packaging. The process is the same for local & international orders.
My order is facing delays, what do I do?
If your order hasn't been delivered after 12 days from the date of purchase, kindly contact our customer care service anytime through WhatsApp on +961 71 89 89 81 or via email at support@zoughaibandco.com. If your order has not been delivered to you after a period of 30 days from the date of purchase, you will be entitled to a full refund on your card.