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Welcome to the The Splendora Help Center.

Find answers to common questions about our watches, orders, payments, delivery, returns, refunds, exchanges, and warranty support.

If you cannot find the answer you're looking for, our customer support team is available to assist you.

Orders

How can I place an order?

Select the watch you would like to purchase, choose the available options if applicable, and add the product to your cart. Proceed to checkout and enter your delivery and payment information.

Once your order is successfully placed, you will receive an order confirmation.

How can I check my order status?

After your order has been processed and shipped, you may receive tracking information by email or through the contact details provided with your order.

If you need help checking your order status, contact our support team with your order number.

Can I cancel my order?

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it will be subject to our standard Return & Refund Policy.

I received the wrong product. What should I do?

Please contact us as soon as possible after delivery.

Provide your order number and clear photographs of the product and packaging. Our team will review the issue and arrange an appropriate solution.

Shipping & Delivery

Do you deliver across the UAE?

Yes. We deliver across the United Arab Emirates.

A standard AED 30 delivery fee applies to UAE orders. No minimum order value is required.

Do you deliver to the GCC?

Yes. We currently serve customers in selected GCC countries, including:

Saudi Arabia
Kuwait
Qatar
Bahrain
Oman

Shipping fees and delivery times may vary depending on the destination and are displayed or calculated at checkout.

How long does delivery take?

UAE: Typically 1–2 business days.

GCC: Typically 5–6 business days.

Delivery times may vary depending on the destination, courier service, weekends, public holidays, and circumstances outside our control.

Can I track my order?

Yes. Once your order has been dispatched, tracking information may be provided through the contact details associated with your order.

If you have not received tracking information, please contact our support team.

Do you offer Cash on Delivery?

Cash on Delivery (COD) is available for eligible orders within the United Arab Emirates.

COD is not available for international or GCC orders.

For GCC orders, available payment methods are shown during checkout.

Can I change my delivery address?

If your order has not yet been shipped, contact us as soon as possible and we will do our best to update the delivery address.

Once an order has been dispatched, the delivery address may no longer be changed.

Payments

What payment methods do you accept?

Depending on your location, available payment methods may include:

Credit and debit cards
Apple Pay
Tabby
Tamara
Cash on Delivery for eligible UAE orders

Available payment methods are displayed during checkout.

Is my payment secure?

Yes. Payments are processed through the secure payment methods available through our Shopify checkout.

We do not ask customers to send complete card details through WhatsApp, email, or social media.

Do you offer instalment payments?

Yes. Tabby and Tamara may be available at checkout for eligible customers and orders.

Eligibility and available payment plans are determined by the relevant payment provider.

Watches & Authenticity

Are your watches authentic?

Yes. The Splendora sells authentic watches sourced for retail sale.

We do not intentionally sell counterfeit products.

Product-specific information, including brand, model, specifications, movement, water resistance, warranty, and other details, is provided on the relevant product page where applicable.

Are the watches new?

Unless otherwise stated on a product page, our watches are sold as new products.

Products are supplied with the applicable original packaging and documentation where provided by the manufacturer or supplier.

Do watches come with a warranty?

Warranty coverage depends on the specific watch and brand.

Where a manufacturer's warranty applies, the relevant warranty information or documentation is supplied with the watch.

Please check the individual product listing and warranty documentation for the applicable warranty terms.

What does the warranty cover?

Warranty coverage varies by brand and product.

Warranty generally does not cover damage resulting from:

Normal wear and tear
Accidental damage
Misuse
Unauthorized repairs or modifications
Water damage beyond the manufacturer's specified water-resistance rating

Please refer to the warranty documentation supplied with your watch.

Can I resize my watch?

Watch resizing may be possible depending on the model and bracelet.

Please contact us before making any modifications to your watch.

Please note that watches that have been worn or resized may not qualify for return under our Return & Refund Policy.

Returns & Refunds

How long do I have to return an item?

You may request a return within 14 days from the date your order is delivered, subject to the conditions in our Return & Refund Policy.

What condition must the watch be in?

The watch must be:

Unused
Unworn
In its original condition
In its original packaging
Accompanied by applicable accessories, warranty cards, manuals, tags, and protective materials

Proof of purchase or your order number is also required.

Who pays for return shipping?

If the return is caused by an error on our part, such as receiving an incorrect or defective product, The Splendora will cover the return shipping cost.

For change-of-mind returns or other reasons not caused by an error on our part, the customer is responsible for return shipping costs.

Please refer to our Return & Refund Policy for full details.

How long does a refund take?

After we receive and inspect your returned item, approved refunds are processed within 5–10 business days.

Your bank or payment provider may require additional time before the refund appears in your account.

How are COD orders refunded?

For Cash on Delivery orders, approved refunds are made by bank transfer or another mutually agreed payment method.

Can I exchange my watch?

If you receive a defective, damaged, or incorrect product, we will arrange a replacement subject to availability.

For other exchange requests, please contact our support team. Exchanges are subject to product availability and the conditions of our Return & Refund Policy.

Can I return a watch after wearing it?

No. Watches that have been worn, resized, damaged, or altered may not qualify for a return.

Please inspect your watch and ensure you are satisfied with it before wearing or modifying it.

Damaged or Incorrect Orders

What should I do if my order arrives damaged?

Please contact us within 48 hours of delivery.

Send us:

Your order number
Clear photographs of the watch
Photographs of the packaging
A photograph of the shipping label

Our team will review the issue and assist you with the next steps.

What if I receive the wrong watch?

Contact us as soon as possible after delivery and provide your order number and photographs of the product and packaging.

We will review the order and work with you to resolve the issue.

Customer Support

How can I contact The Splendora?

You can contact us through:

WhatsApp / Phone: +971 52 699 4688

Email: hello@thesplendora.com

Our support team can assist with product questions, orders, delivery, returns, refunds, exchanges, and after-sales support.

What are your customer support hours?

Monday – Sunday, 24 hours

You can contact us through WhatsApp or email at any time.

How quickly will you respond?

We aim to respond to customer enquiries as quickly as possible.

For return requests, order issues, and other support enquiries, please include your order number so our team can assist you efficiently.

Before You Contact Us

For order-related enquiries, please have your:

Order number
Name used for the order
Product name
Relevant photographs, if applicable

ready when contacting our support team.

This helps us resolve your enquiry more quickly.

Important Policies

For complete information, please refer to our official policies:

Shipping & Delivery Policy
Details about delivery areas, delivery times, shipping fees, and Cash on Delivery.

Return & Refund Policy
Details about return eligibility, return shipping, refunds, exchanges, damaged products, and cancellations.

Privacy Policy
Information about how we collect, use, and protect personal information.

Terms of Service
The terms and conditions applicable to purchases made through The Splendora.

Still Need Help?

We're here to assist.

The Splendora for Online Selling
Commercial Registration Number: 1550458
Dubai, United Arab Emirates

Email: hello@thesplendora.com
Phone / WhatsApp: +971 52 699 4688
Website: thesplendora.com