Frequently Asked Questions

Please browse the categories below to find the answers to our most common questions. If you have a specific question that you cannot find an answer to, please do not hesitate to contact us directly.

Frequently Asked Questions

Please browse the categories below to find the answers to our most common questions. If you have a specific question that you cannot find an answer to, please do not hesitate to contact us directly.

General

Do you have a showroom?

Yes. We offer personalised and private viewings at our upscale showroom in Dubai, located in the prestigious Gold & Diamond Park. We are open for walk-ins Monday-Saturday (10am-7pm). To book a private appointment please visit our contact page.

Why should I buy from Cagau?

Our customer service and attention to detail are why our brand has become a world leader in the global watch and diamond jewellery industries. Our products, our craftsmanship, and the quality of the materials we use are of the highest calibre.

Our success has been supported by our incredible passion for what we do, and we have built a solid reputation with our clients from all over the world. We are proud to work have worked with some of the world’s most famous sports personalities, celebrities, and royalty.

Not only do we offer truly bespoke products, but an unmatched level of customer service. Purchasing a watch or iconic piece of jewellery through Cagau is a very significant investment, and we endeavour to offer a truly VIP experience to all of our clients. Once you have worked with us you will be a client for life.

Which brands do you sell?

We sell an incredible selection of sought-after luxury timepieces from brands such as Rolex, Audemars Piguet, Richard Mille, Cartier, and Patek Philippe. We are one of the world’s most highly trusted independent watch retailers and we have an expert team who can source some of the rarest timepieces. We sell all of our custom-made high jewellery under our own brand, Cagau. Please note we are not affiliated with any brands or manufacturers.

Do you offer returns?

For detailed information please read our returns policy page.

Do you offer warranty?

For detailed information please read our warranty page.

Watches

Are the watches you sell 100% authentic?

Yes. We guarantee that every watch we sell is 100% authentic and that the serial number on each watch has never been altered or modified in any way. Every watch manufacturer imprints a serial number on each of their watches for identification purposes. We guarantee that each watch we sell bears the original manufacturer’s serial number, intact and without any alterations. We also guarantee that all watches and jewellery we sell are brand new and unworn (unless otherwise stated). All watches that are supplied through Cagau come with the original manufacturer's box and papers.

While we are NOT an authorised dealer of any of the watch brands that we sell, we do source our watches and directly through authorised dealers and distributors. We thoroughly screen all of our vendors on a regular basis to make sure that they meet the high standards we set for all our business associates.

Are the watches that you sell brand new?

Yes. We sell all watches as ‘new/unworn’ (unless otherwise stated). This means that the watch has been recently purchased new and then purchased by us without having been worn. We then proceed to customise the watch as per our chosen design. All watches come with the original box and papers.

Is it possible for you to hold an item you have in stock?

Yes, we are happy to take an item off sale if you need time to arrange the full payment or make arrangements to collect and pay for the goods at our Dubai showroom. The deposit for this service is typically 25% of the value of the product, please visit our contact page to arrange.

Do you sell non-customised watches?

Yes. We launched Cagau Exclusive to offer our clients an enticing collection of non-customised luxury watches, the perfect investment for avid watch collectors. We sell an incredible selection of sought-after luxury timepieces from brands such as Rolex, Audemars Piguet, Richard Mille, Cartier and Patek Philippe. We are one of the world’s most highly trusted independent watch retailers and we have an expert team who can source some of the rarest timepieces.

Custom Watches

What are custom watches?

Gemset watches are amongst the most expensive in the world, whether they’re completely encrusted in diamonds or exquisitely subtle, they are the ultimate status symbol with craftsmanship to behold.

Factory-set refers to stones, such as diamonds, rubies, sapphires, emeralds, and other precious gemstones, that have been applied directly by the technicians of the watch manufacturer, without any third-party involvement.

Custom or afterset watches have had these stones applied outside of the manufacturers, in our case, in-house by our expert diamond setters.

Do custom watches come with warranty?

Yes. Cagau provides a 2-year global comprehensive warranty that is equivalent to the manufacturer’s warranty and covers the mechanical parts of the watch (functions/movement), manufacturing defects, and/or any custom diamond setting work. We also offer your first watch service for free after two years.

When any third-party custom modifications are completed on a timepiece, this automatically supersedes the existing manufacturer’s warranty. Watch and car makers are often quite similar in their position that if any aftermarket changes to an item occur, then all existing warranties are made invalid.

The Cagau warranty does not cover any form of water damage or misuse of the watch in any way. Due to the nature of customisation work – we cannot guarantee that watches will be 100% water-resistant once alterations, adding, or removing parts have occurred. The warranty does not cover damages such as scratches, finish crystals, glass, straps – leather, fabric, or rubber, damage due to wear and tear.

In the event your watch has been damaged by water, Cagau will offer to repair the watch at your expense if possible. All warranty repairs must be handled directly through Cagau. Watches opened or repaired by any other source will void all warranties. Cagau will cover all parts and labor or replace the watch at our discretion within the warranty period.

Can I customise a watch that I already own?

Yes. We have customised thousands of our client's watches – sometimes older pieces that need a little freshen up, or brand new watches whereby our clients want to add diamonds. For further details about the customisation options that we offer, please visit our customise my watch page.

Is there a significant price difference between factory-set and custom watches?

The simple answer is yes. Factory-set gem-set watches sell for a huge premium and are among the most expensive watches in the world. Often the manufacturers will require that you have an adequate previous spending history with the brand, and often you need to be on a waiting list to get your hands on a piece. Custom-set watches offer a more affordable solution, without compromising on quality.

A noticeable difference between factory-set and custom?

To the naked eye, and untrained professionals it is difficult to see the difference between factory-set and high-quality custom watches. However, under a 10x loupe, it’s clear to see the tangible difference between aftermarket and factory. Rolex, for example only uses IF (internally flawless) in clarity and between D and G colour diamonds.

What does 'Made to Order' mean?

When one of our customised watches goes out of stock, we are still able to sell the item on ‘made to order’. This means we will source a brand new piece, complete the customisation work, and will have the watch ready in 2-3 weeks.

Which diamonds do you use on customised watches?

We only use certified diamonds, our standard is G colour (clear white) VS/SI in clarity. However it is possible, should the customer require it, to request a higher colour and/or clarity grade of these stones. On most of our stock watches, we use the above-stated colour and clarity as we believe it gives the perfect balance between quality and affordability. We also sell a small collection of higher-value pieces whereby we use VVS and VS clarity diamonds.

Do custom watches come with a diamond certificate?

Diamond certificates are only issued on larger single stone diamonds above 0.30 carats – therefore smaller stones do not come with a certificate. A custom-set diamond watch typically has over 1,000 smaller diamonds giving an impressive total carat weight for the whole piece.

However, all Cagau custom diamond watches are supplied with an authorised sales certificate providing the exact details of the piece and the diamonds and/or gemstones used in the customisation. 

How do you set the diamonds onto a customised watch?

It is the extraordinary skill set of our diamond-setters that ensures each stone is placed perfectly, and securely lodged into the finely sculpted precious metal. The precise alignment, orientation, stone regularity as well as intricate finishing of the metalwork creates a sparkling masterpiece. Under no circumstance would we ever use glue or any similar substance to set stones – every seat is carved carefully into the metal by hand.

Do custom watches hold their value?

That depends upon the demographic to whom you are re-selling. Adding high-quality aftermarket diamonds to your watch, with impeccable setting work can increase the value of your original base watch when selling to an aftermarket buyer who values the aesthetics.

Most people who customise their watches have other watches in their collection (the investment pieces and the pieces they wear daily) – but the custom gem-set watches are treated like a piece of fine-art or jewellery – worn to exclusive events, elite parties, or anywhere that you want to make a VIP statement.

It is also important to take into consideration the luxury watch market in general, typically speaking, the retail price of watches has been increasing year on year – therefore a well-taken care of aftermarket watch has every opportunity to sell pre-owned at the top of the market. Of course, there is no way of knowing what will rise in value – so we always say customise your watch so that you will love and enjoy wearing it.

Do custom watches lose any of their functionality?

When we custom gem-set a watch, none of the internal parts, movements, or mechanisms are ever touched. However, it is important to note that we do not guarantee that custom watches will retain their original water resistance. 

When making alterations to the metalwork, adding or removing parts presents a risk whereby we cannot give the assurance that the same level of original water resistance is retained. We, therefore, do not recommend swimming, diving, or submerging a custom gem-set watch – in the unlikely and unfortunate event that any water resistance may fail.

Are you able to source & customise a watch you do not have in your inventory?

Yes, if there is a particular model you would like to bespoke, please contact us regarding the work required and our team will look to source and customise the watch as per your requirements.

Are you able to source & customise a watch you do not have in your inventory?

Yes, if there is a particular model you would like to bespoke, please contact us regarding the work required and our team will look to source and customise the watch as per your requirements.

Can I return my purchase?

For detailed information please read our returns policy page.

Jewellery

How are Cagau jewellery pieces made?

None of our jewellery is mass-produced – each piece is handcrafted from the finest quality precious metals and we only use natural diamonds, gemstones, rubies, sapphires, emeralds, and other precious stones.

We craft our designs from 18k gold to give us the highest purity and brightest appearance, without a loss of durability. All of our pieces are custom-made in Dubai by our expert jewellers and are exclusively sealed with the Cagau signature and serial number. We will only create a limited number of each design, which can also be tailored to suit the individual style of the client.

Each diamond used in our creations is selected for its superior cut quality, colour, clarity, and carat weight. In most of our designs, we use G/H colour VS or VVS diamonds.

Can you make custom jewellery designs?

Yes. We can create custom-made jewellery specifically to suit your taste and style. The first part of the process is to contact us to discuss your design ideas, options, and budget. If you have photographs, sketches, or have taken inspiration from an existing piece of jewellery – we recommend providing those to help further the initial design process.

After discussing all of your requirements, our team will work out all of the costs based on the dimensions, materials, and specifications required to provide you with the initial quotation. Once you have received and approved the quotation, our designers will proceed to create a 3D rendering of your bespoke piece – a deposit for this service will be required.

Please note, that this deposit is non-refundable but will form part of the 50% deposit required to start the production. Typically the production time for most jewellery pieces is 7-10 working days. Depending on the complexity of the piece, this may take longer and we will inform you of this during the initial design development.

Are the diamonds that you use certified?

Yes. We source all of our diamonds from reputable and leading suppliers throughout Russia, Australia, Canada, and India. We also provide International Certification (GIA, HRD, IGI, etc.) for single stone diamonds above 0.30 carats. All Cagau jewellery pieces come with a Cagau certificate,  mentioning the printed serial number and the exact details of the piece.

Can I remodel an older piece of jewellery?

Yes! We have completed some incredible transformations on older jewellery pieces. The possibilities are endless, and we can offer a complete remodeling makeover – you could even turn a beautiful ring into a stylish statement necklace. Please contact us to discuss options for creating a completely custom piece from your old jewellery.

Can you resize a ring?

Yes, we will resize the ring within 30 days of purchase, small charges may apply. We can typically resize rings up to two sizes up or down. Please note that eternity ring designs cannot be re-sized. If you would like to know your ring size and you are in Dubai, please contact us to make an appointment so we can accurately check this for you. If you are located outside, we suggest visiting a local jeweller to check your correct size prior to purchase.

What is the difference between precious and non-precious gemstones?

Depending on the quality and rarity of the gemstones, they are classified as precious and semi-precious gemstones. Diamonds, rubies, sapphires, and emeralds are precious stones. All other gemstones are considered semi-precious. This distinction, however, does not affect their price, as certain semi-precious stones can be more expensive than lower-quality precious stones

Are Cagau jewellery pieces covered by warranty?

Yes! We are incredibly proud of our jewellery creations and the quality of our craftsmanship – we offer a lifetime warranty on all Cagau jewellery pieces. This warranty assures that our products are free from manufacturing defects and have been fully inspected before they are sold. Should you determine that your product is damaged due to a manufacturing defect, it will be inspected we will repair the product or, if we deem it appropriate, replace the product. If we determine that the damage is not caused by a manufacturing defect, then we will notify you of repair services available.

Please note that slight irregularities and variations in craftsmanship, natural characteristics, or internal inclusions, visible or otherwise, in coloured gemstones are unique and individual to each item. These characteristics are considered part of the character of the item and should not be considered a defect.

Cagau jewellery is not resistant to normal wear, activities, or trauma. This is particularly true for rings since hands are regularly subjected to daily use. We do not provide warranties for damage due to normal wear, product loss, loss of stones, or theft. Damage or loss that results from failure to obtain repairs necessary to maintain the integrity of the product is also not covered. Maintenance, repair, sizing or other service performed by someone other than Cagau will void your warranty. Some examples of common jewellery issues that would not be considered manufacturing defects include:

1. Discoloration due to exposure to chemicals, make-up, swimming pools, hot tubs, or bathing.

2. Prongs and precious metals, in general, wear over time and may require “building up” or restoration work as normal wear.

3. Bent, caught or worn-out prongs(s) allowing a stone to fall out or be lost due to normal wear or other damage.

4. Lost stone or a stone has fallen out due to chipping or breaking caused by normal wear or other damage.

5. Dents, knicks and scratches are inevitable and are not considered a defect

6. Rings that have been damaged or misshapen as a result of physical activities, such as weightlifting, rock climbing, gardening, DIY etc. This includes cases where damage results in loss of stones

Can I return my jewellery purchase for a refund?

We offer our clients peace of mind by allowing them to return their jewellery within 14 days of their order being delivered. The item must be returned to us in the same condition as when purchased (on which we have full discretion), and therefore must be unworn & include original packaging and any relevant paperwork.

Please note – if the item you ordered was not in stock, and your product was made-to-order, then a stocking fee of up to 20% can apply should you wish to return your item. We reserve the right to refuse any refund, however, at our own discretion, or may refund a proportion of the original purchase price. This is dealt with on a case-by-case basis, where we will exercise fair practice to the very best of our possibility based on the condition of the item being returned. You must be able to produce a receipt or proof of purchase in order to return an item. Any authorised refund will be repaid in the same or similar form as originally paid.

Do you offer jewellery aftercare services?

We offer complimentary polish and cleaning aftercare services with every jewellery piece purchased from Cagau. Re-setting a stone or other repairs due to normal wear is chargeable at our discretion.

How is Cagau jewellery packaged?

Our packaging perfectly compliments your bespoke piece. Your jewellery will be sent or given to you in a beautiful, handmade, and sturdy Cagau jewellery box that is lined with soft fabric that ensures safety from scratches.

Shipping

Do you offer free shipping?

Yes. We offer free worldwide shipping to almost all countries (some exclusions apply) vis our trusted courier partner FedEx. All items that leave our showroom for shipping are fully insured against loss, theft, and damage during transit – so you can rest assured that your investment will be protected. All of our packages are insured by an independent third-party insurance company.

Typically all FedEx deliveries take 3-4 working days from dispatch. For International Delivery Destinations, your order may be subject to import duties, taxes, fees, or charges applicable to the country where the products are being received – please note these charges are payable in full by the customer, and Cagau have no control over the amount. Please contact your local customs office for further information before placing your order. Compliance with all applicable laws and regulations of the country for which the products are destined is necessary for successful delivery; Cagau will not be liable or responsible if you break any such law.

When will my order be shipped?

If you place an order for an item we have in stock, and all funds are cleared, we will endeavour to dispatch your item within 24 hours. This is subject to the item being purchased with no further alterations and/or complications with the order.

If we do not have the item in stock, the piece will be made to order. Typically customised watches will take approximately 2-3 weeks and for custom-made jewellery we advise 7-10 working days. If you would like further information about a particular piece, please contact us to discuss.

Will my order be fully insured?

Yes. All items that leave our showroom for shipping are fully insured against loss, theft, and damage during transit – so you can rest assured that your investment will be protected. All of our packages are insured by an independent third-party insurance company.

Higher value pieces?

In cases whereby the value of a shipment exceeds the limits of the insurance company, we will use a secure armored carrier to get your package to you on time and in immaculate condition. For this additional service, charges will apply and will be provided to you at the time of purchase.

Can I collect my items in-store?

Yes. Products sold in stock can also be collected from our Dubai showroom, by appointment only for security reasons. Or we can arrange a personal delivery to you within Dubai or Abu Dhabi. Please contact a member of our sales team at the time of your order to check timescales.

Fraud protection?

Please note that due to the nature of our products, all shipments will require a physical signature with ID at the time of delivery. For high-value orders purchased using a credit/debit card – we request you to use the same shipping and billing address. We understand there may be times where the shipping address is different – in this circumstance please call your credit card company and request them to add an ‘Alternative Shipping Address’ to your account. This is a fairly simple routine procedure that shouldn’t take longer than a few minutes. Doing this it adds a level of security to your purchase that isn’t worth overlooking.

Do you offer a personal hand-delivery service?

Should you require a personal delivery of your item, to ensure the utmost of security – this can of course be arranged. Please contact us to discuss the details and costs involved with such service.

Payment

We offer a broad range of secure payment methods for your convenience.

Credit / Debit Card

We accept Visa & Mastercard credit/debit card payments via our website, secured through a world-leading online payment gateway provider Stripe. We accept payments online in all currencies, however, you will be charged in USD. Please note, that any currency exchange charges will be subject to your particular bank.

American Express

We can accept American Express cards online via PayPal or using the POS machine in-store in our showroom.

PayPal

We accept PayPal payments which support all major credit/debit cards including Visa, Mastercard, American Express, Discover, JCB and Diner’s.

Bank Transfer

We offer a 4% discount on all orders paid via bank transfer. Please select the ‘Pay via Bank Transfer’ button on the product page and complete the order form. Once your order has been received, a member of our team will contact you to discuss the full details of your purchase, including the total amount payable to our company bank account and the details for the transfer. Please note, that your order will not be confirmed until payment is received.

Will I be charged VAT?

If you are based in the UAE - then you will be charged 5% VAT on your purchase. If your shipping address is any other country outside the UAE - then 5% VAT will be deducted at the checkout and you will not be charged VAT. 

Do you offer finance?

We do not currently offer any form of financing on our products. On in-stock watches, if you would like to reserve an item and arrange a payment plan (max 8 weeks) – please contact us directly to discuss your requirements.