FAQs
- Getting started
How do I make a purchase on Nawal Jewellery Trading LLC?
Simply add the items you want to your cart and complete the checkout to finalize your order.
Am I the owner of the precious metals purchased from Nawal Jewellery Trading LLC?
When you purchase precious metals from Nawal Jewellery Trading LLC, you have complete ownership of the items. Your metals are physically stored in our secure vaults and are not recorded on our balance sheet, ensuring that you remain the sole legal owner, even if Nawal Jewellery Trading LLC ceases operations.
Nawal Jewellery Trading LLC exclusively offers allocated precious metals, meaning the metals you buy are entirely yours. In contrast, some other sellers may offer “mutualized” gold, where you share ownership of a larger bar with other customers. Although you have a share in it, this can complicate resale and redemption. Additionally, some sellers provide “paper gold,” which represents the value of gold without being backed by physical metal.
Is it possible for me to collect my products personally?
We do not keep any products at our Dubai offices, and for security reasons, access to our vaults in UAE is restricted. If you need to view, sell, or redeem your stored products, you can manage these actions anytime through your online personal account.
Is it easy to get in touch with someone if I have a question?
Certainly! Our customer service team is available to assist you. You can reach out to us through online chat, email at info@nawal.com, or by calling …… Based in our Dubai head office, our team is proficient in English and Arabic.
- Buy
Explore how to add items to your cart, checkout process, auto-savings, and promo codes.
Is there a minimum purchase requirement?
No, there is no minimum order amount. You can purchase any quantity listed on our website.
Is there a limit on the maximum order amount?
The maximum order limit is AED 200,000 per transaction. For larger orders, contact our sales department.
Can I immediately store the precious metals I purchase?
Yes, select “Add To Wallet” during checkout to store your metals in our vaults. Note that items delivered are no longer eligible for storage.
Can I collect my orders in person?
Yes, in-person collection from our office is possible.
Can I modify my order once placed?
Orders are legally binding and cannot be modified once placed.
Why can’t I generate the certificate in my wallet?
Certificate generation is enabled 24 hours after your initial order. Contact customer service if issues persist.
Can I exchange smaller precious metals for a larger one?
Exchanges are not allowed. You may sell smaller items and use the proceeds to buy a larger product.
Can I buy on Nawal Jewellery Trading LLC through my company?
We sell only to private individuals, not companies.
Where can I find a discount code?
Discount codes are available on banners on key pages and via our newsletter.
Can I use multiple discount codes on an order?
Only one discount code can be applied per order.
If my order is canceled, can I reuse my discount code?
Discount codes are considered used once an order is placed, even if canceled.
Do I own 100% of the precious metals I buy?
Yes, you own 100% of the metals purchased. Certificates of ownership are available in your account.
How do discount codes work?
Apply discount codes in the cart during checkout. Only one code per order.
Why doesn’t my discount code work?
Codes may not work if expired, previously used, or applicable only to certain products. Contact customer service for help.
Who issues the certificates for my purchases?
Nawal Jewellery Trading LLC issues all certificates, and products are stored in our vaults.
- Payment
Learn about payment methods, fees, accepted currencies, and cancellations.
Which currencies are accepted?
We currently accept payments made in AED only.
What payment methods are accepted?
We accept VISA, MasterCard, and Nawal Jewellery Trading LLC Pay.
Can someone else pay on my behalf?
Payments must match the name on the invoice. Payments from accounts with different names are not accepted.
What is the 3% processing fee on credit card payments?
The 3% fee covers priority handling, ensuring immediate approval and protection from price fluctuations.
Can I cancel or change my order?
All orders are final and cannot be changed or canceled once placed.
Does Nawal Jewellery Trading LLC use 3-D Secure?
Yes, we employ 3-D Secure technology for enhanced transaction security.
Can I use my spouse’s credit card?
Payments must match the name on the Nawal Jewellery Trading LLC account. Orders with mismatched names will not be processed.
Can I pay in cash?
No, all payments must be made online using a credit card.
Is it possible to pay in installments?
No, payments must be completed in full at the time of purchase.
- Our Products
Explore our product range, quality, authenticity, and weight information.
What products are available?
We offer a wide selection of investment-grade bullion, coins, and bars in gold and silver.
How can I verify product authenticity?
Our products undergo rigorous quality control and many feature Veriscan™ technology for instant authentication.
What is the weight of an ounce?
A troy ounce, commonly used for precious metals, weighs 31.10 grams.
Are the bars sealed with a purity certificate?
Yes, all bars are sealed with a purity certificate. Some feature Veriscan technology for added security.
Can I select the year of the coins?
Coins are from mixed years unless specified. Specific years cannot be selected.
Do I receive an authenticity certificate with every purchase?
Authenticity certificates are provided for PAMP products and coins. A certificate of ownership is issued for all stored products.
Do you offer shared gold or allocated physical gold?
We exclusively sell allocated physical gold, ensuring you are the sole owner of your purchase.
What is Veriscan™ technology?
Veriscan™ is an advanced system by MKS PAMP for instant authentication of precious metals.
Do your products have a positive or negative tolerance?
PAMP bars are manufactured with a positive weight tolerance.
- Delivery
Learn about international delivery, packaging, return policies, and delivery tracking.
What is your return policy?
We sell brand-new products and do not accept returns, except for defective items.
How are packages wrapped?
We use discreet packaging to ensure privacy and security during delivery.
How long does delivery take?
Delivery takes an average of 24-72 hours.
Is my package insured during delivery?
All shipments are fully insured until signed for upon delivery.
What should I do if my package looks damaged?
If your package appears damaged, refuse delivery and it will be returned for inspection.
Is a signature required upon delivery?
Yes, a signature is required. Do not sign if the package seems damaged or tampered with.
Can I have the product delivered to an address different from my billing address?
For security reasons, delivery is only available to the address on file with Nawal Jewellery Trading LLC.
Do you deliver internationally?
We currently deliver only within the UAE.
Can I choose the delivery company?
No, we work exclusively with our trusted partners to ensure safe delivery.
Do you deliver to PO boxes?
No, we do not deliver to PO boxes.
Can I track my package?
Yes, tracking details will be provided once your order is shipped.
- Storage
Information on storing your metals with Nawal Jewellery Trading LLC, access, insurance, and fees.
How can I store my metals?
During checkout, choose the “Add To Wallet” option to store your metals in our vaults.
Where are my metals stored?
Your metals are stored in our high-security vaults located in the UAE.
Can I access my stored metals?
You can request to withdraw or view your stored metals by contacting customer service.
Is my storage insured?
Yes, all stored metals are fully insured by Nawal Jewellery Trading LLC.
Are there storage fees?
Storage fees are applicable based on the quantity and duration of storage. Contact us for detailed pricing.
How do I withdraw my stored metals?
To withdraw, contact our customer service team to arrange delivery or collection.
- Security
Learn about the security measures Nawal Jewellery Trading LLC takes to protect your metals and information.
How does Nawal Jewellery Trading LLC ensure the security of my stored metals?
We employ state-of-the-art security systems and protocols to protect your stored metals.
Is my personal information safe with Nawal Jewellery Trading LLC?
Yes, we use industry-standard encryption to protect your personal and financial information.
What happens to my metals in case of an emergency?
Your metals are fully insured and protected under all circumstances, including natural disasters.
- Account
Information on managing your Nawal Jewellery Trading LLC account, including registration, login issues, and account updates.
How do I create an account?
To create an account, click on the “Register” button on our website and fill in the required details.
What if I forget my password?
Click on “Forgot Password” at the login page to reset your password.
Can I update my personal details?
Yes, you can update your personal details by logging into your account and navigating to the “Profile” section.
How do I close my account?
To close your account, please contact our customer service team.
- Contact
How to get in touch with Nawal Jewellery Trading LLC for support, inquiries, or feedback.
How can I contact Nawal Jewellery Trading LLC?
You can contact us via phone, email, or by using the contact form on our website.
What are your customer service hours?
Our customer service is available from 9:00 AM to 6:00 PM, Monday to Friday.
Do you offer support in multiple languages?
Yes, we offer support in English and Arabic.