Help & FAQs

We are in the business of selling custom afterset-diamond watches, and our core brand of expertise is Rolex. We do however customise other world leading watch brands such as: Audemars Piguet, Patek Philippe, Richard Mille, Cartier and Hublot.

These are just a few of the brands we have worked on & are able to customise. If you're looking for a specific requirement not mentioned above, please get in touch with us and we will always do our best to source what you're looking for - if we can.

Please note we are not affiliated with any brands or manufacturers.

The question we are asked time and time again...so let's make it clear. Both have REAL diamonds & precious gemstones of similar size, quality and quantity.

However, custom set watches have had the stones added outside of the manufacturers, in our case, in-house by our expert diamond setters. We hand-select all of our diamonds specifically for our customised watches, and for certain designs, we also incorporate precious coloured stones such as Rubies, Sapphires & Emeralds.

In the case of diamonds, our standard is G colour (clear white) VS/SI 1 in clarity. However it is possible, should the customer require, to change the colour and clarity of these stones. On all of our stock watches, we use the above-stated colour and clarity as we believe it gives the perfect balance between quality and affordability.

Diamond grading can be explained simply as follows, the diamond colour scale starts at D (the most colourless) through to Z (very noticeably yellow in colour). The clarity scale starts at flawless through to included and is also numbered 1,2,3 with the lowest of these numbers meaning the tail part of that clarity grading. To summarise, the debate between custom & factory will always rage on. Both have their benefits and drawbacks. What we provide is an alternative. Our clients can buy/create something truly unique and bespoke to them at a more affordable price, without compromising on quality.

All of our watches are set with the highest quality diamonds and precious gem stones. On all of our stock watches, we use G/H colour (clear white) hand-selected diamonds VS/SI clarity. Should you require an alternative specification, we can also provide VVS/VS clarity diamonds for a higher cost. Depending on the customisation, we also use various stones such as emeralds, rubies, sapphires and black onyx.

Yes, we will resize the ring within 30 days of purchase, small charges may apply. We can typically re-size 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 size and you are in Dubai, please contact us to make an appointment so we can accurately check. If you are located outside, we suggest visiting a local jeweller to check your correct size prior to purchase.

No, when sourcing our diamonds, we buy in large 100 Carat loose diamond parcels. Each parcel is certified but not each individual diamond.

A typical fully diamond set watch has over 1,000 diamonds, therefore we cannot provide an individual certificate for each of the stones used.

On all of our stock watches, we use G/H colour (clear white) hand-selected diamonds VS/SI clarity. Should you require an alternative specification, we can also provide VVS/VS clarity diamonds for a higher cost.

Cagau are legally obliged to supply you with products that conform to the contract of sale and we aim to ensure that all products are sold with the complete information provided including age, appearance, condition, any customisations, alterations, and box & paperwork authenticity.

No refunds will be given in the purchase of bespoke or customised products. In the case of these products being faulty, we will endeavour to repair/replace the product.

Please note we will not repair/replace any items damaged by water, or once the factory seals are removed. As part of our quality control standards, we inspect and test all products before dispatch to ensure they are delivered as described.

In the unlikely event a product is delivered and found to be faulty, please contact us immediately within 7 days providing full details of the fault. The product must be returned complete as of first delivery (including box, paperwork, links, factory seals etc.) for inspection here in our Dubai workshop.

The cost of return postage and insurance of the faulty item will be the customer's responsibility, and we recommend that all packages are fully insured to the full value of the enclosed items. We will not be held responsible for any loss or damage to the items whilst in transit to us.

If for some reason you are not happy with your purchase, for example it has arrived damaged or faulty - please contact us within 48 hours to arrange a return and/or a replacement.

It is the buyers responsibility to ensure they are purchasing the correct custom part for their watch - if you are ensure, please contact us directly.

We will not refund any watch parts which are damaged due to incorrect fitting by a third party. If you require Cagau to fit your custom watch parts, we will do so free of charge here in Dubai. Please note, if fitting via a third party watchmaker or jeweller to ensure they are used to working with custom-made parts prior to purchase.

We want you to be 100% happy with your purchase, and we therefore accept returns on all Cagau stock jewellery. You will have 7-days from the date you received your product in which to make a return. 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.

If we did not have the item 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, 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.

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 watch being purchased with no further alterations and/or complications with the order.

If we do not have the item in stock, the timepiece will be made to order; in most cases this is around 7-10 working days, however please allow up to 30 days depending on the level of customisation. Please contact us if you would like to check the approximate order time, if you are unsure.

Products sold in stock can also be collected from our Dubai office, 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.

INTERNATIONAL DELIVERY
We offer free worldwide tracked delivery on all watches with our chosen courier, FedEx. A list of the countries served by FedEx can be found here at http://www.fedex.com/gb/contact/served-countries.html. If you cannot locate your country on the list, please contact us and we will provide a fixed quotation for the delivery of the product.

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 a successful delivery; Cagau will not be liable or responsible if you break any such law.

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

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

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

Please note - for all watch purchases paid via credit/debit card - we reserve the right to request for additional documentation such as proof of address & ID documents to ensure fraud protection is treated with the highest levels of security.

For watch purchases, we can also take payments via Bank transfer: CHAPS, BACS & Wire Transfer. Once your order has been received, you will receive an invoice via email providing the full details of your purchase, including the total amount payable to our company bank account, and the approximate delivery times if the watch is made to order.

For purchases made via bank transfer, we can offer a 4% discount on the purchase price.

Please note we must receive cleared funds before any items can be released or customised.

We can also accept cash payments upon collection from Dubai - 50% deposit is required on all orders. Please note, we only accept USD and AED in cash.

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