Tell us what happened

We want to resolve problems with our jewellery, delivery or service fairly. Contact us through the website chatbot or our support email support@rafyqjewels.com and mark your message “Complaint”, or write to our registered business address below. We do not provide telephone support. Include your name, order number if relevant, what happened and the outcome you are seeking. Attach useful evidence where available, but do not send card security codes or passwords.

How we handle a complaint

We review the information, check relevant order records and may ask reasonable follow-up questions. We will explain the proposed outcome and any practical next steps. If more investigation is needed, we will keep you informed. If you disagree, ask for a further review and explain what you think remains unresolved.

Returns and legal rights

For cancellation, faulty goods or a refund, see our Delivery & Returns policy. Using this complaints process does not suspend a statutory cancellation deadline or restrict consumer remedies. You do not have to accept store credit instead of a refund where a refund is required by law.

Unresolved complaints

You can seek independent consumer advice, including through Advice Direct Scotland or the appropriate consumer-advice service where you live. If we reach a deadlock, we will provide any dispute-resolution information required by law and explain whether we agree to participate. Your right to take legal action remains.

Privacy concerns

For a data-protection complaint, see our Privacy Policy. You also have the right to contact the Information Commissioner’s Office.

RAFYQ JEWELS LTD, trading as Rafyq Jewels. Registered in Scotland, company number SC862606. Registered office: 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN.

We sell online only at rafyqjewels.com. There is no shop, showroom, customer collection or walk-in returns service. Our correspondence and postal returns address is RAFYQ JEWELS LTD, 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN. Please include your order number with returned goods. Customer support is available through our website chatbot or support email; we do not provide telephone support.

Customer support: support@rafyqjewels.com. Privacy and data requests: privacy@rafyqjewels.com.

Last updated: 25 October 2026.