Returns, Exchanges & Refunds

Our promise to you

Every Fyrouzi piece is shaped and hand-painted by artisans, then packed with care for its journey to your home. 99.9% of our customers are delighted and happy with their orders. If something isn't right, we want to know, and we'll make it right.

If your order arrives damaged or faulty

If an item arrives broken, chipped, or isn't what you ordered, we take full responsibility and will refund you in full.

1. Contact us within 48 hours of delivery by email at hello@fyrouzi.com or on WhatsApp at +971 58 882 9210.
2. Send your order number and clear photos of the item and the packaging it came in.
3. Please keep the item and packaging until we've reviewed your request.
4. Once we confirm the issue, we'll refund the full price of the affected item. If you'd prefer a replacement and it's in stock, we're happy to send one instead at our cost.

You won't need to pay anything to return a damaged or faulty item. If we need it back, we'll arrange collection at our cost.

Because every piece is hand-painted, small variations in colour, pattern and glaze are part of its character, not a fault. Each piece is truly one of a kind.

Exchanges at our shop

Changed your mind, or want a different size or design? You're welcome to exchange your item at our shop within 7 days of receiving your order. Please bring:

• the item, unused and in its original condition and packaging, and
• your order confirmation email (invoice) on your phone or printed.

Exchanges are made in person at our shop. We don't offer exchanges by courier, and we don't offer refunds for change of mind.

How refunds are paid

Once your refund is approved, we process it within 7 days.

• Card or online payment: refunded to the same card or account you paid with. Your bank may take a few more working days to show it.
• Tabby: refunded through Tabby. Tabby updates your payment plan and returns any amount you've already paid.
• Cash on delivery: refunded by bank transfer to an account in your name. We'll ask you for your bank details.

Delivery at a glance

• Free delivery on orders from AED 499 within the UAE and to all Gulf (GCC) countries.
• Standard UAE delivery within 3 days.
• Same-day delivery in Dubai is available for an extra charge that depends on your location.

We're here to help

Email hello@fyrouzi.com or WhatsApp us at +971 58 882 9210. We'll reply as soon as we can and do our best to look after you.