FAQ
Working With Dokanzargar
Do you sell directly to consumers?
No. We operate exclusively as a B2B supplier and do not sell directly to consumers. Our products are available only to jewellery retailers and trade customers.
Do I need to provide business documents to purchase from you?
Yes. As we operate exclusively on a B2B basis, we require a valid Trade Licence and TRN (Tax Registration Number) before completing your account registration.
We also require your business bank account details. These may be used when we need to issue refunds, settle account balances, or pay applicable purchase bonuses or incentives.
Can I visit your workshop?
Yes. Workshop visits can be arranged by appointment for high-volume custom orders, exclusive production agreements, and long-term manufacturing partnerships. Please contact our team in advance to arrange a visit.
Designs and Custom Manufacturing
How many designs can I choose from?
Our collection includes more than 2,000 designs, with approximately 30 new designs developed every week.
As we have traditionally operated primarily through offline B2B channels, a significant part of our collection has not yet been added to our online catalogue. We are continuously adding existing and new designs to the website.
If you would like to explore additional designs that are not currently available online, simply contact us via WhatsApp and our team can provide you with further options.
Can you manufacture our own designs?
Yes. We provide manufacturing services for customer-supplied designs.
You can send us your STL file for review. Our production team will assess the file for manufacturability and technical requirements. Once the design has been reviewed and approved, we can proceed with production according to the agreed specifications.
For larger quantities, we can also discuss ongoing or exclusive manufacturing arrangements.
Can you manufacture and package products under our own brand and logo?
Yes. Private-label manufacturing and custom-branded packaging are available for long-term partnerships and qualifying order volumes.
Depending on your requirements, products can be manufactured and prepared under your own brand identity and packaging specifications. For private-label enquiries and eligibility requirements, please contact us by email.
What gold colours and karats do you manufacture?
Our standard production is 18K yellow gold.
For custom orders, we can also manufacture in other gold karats and colours according to your requirements, subject to order specifications and production feasibility.
Quality, Purity and Weight
How do you ensure the accuracy of the gold purity?
Gold purity and quality control are an essential part of our production process.
We have our own in-house gold testing capabilities and professional testing equipment. Every piece is checked for gold purity before leaving our workshop and is marked with its applicable fineness identification before being supplied to our retail partners.
Are the product weights shown on the website exact?
No. All weights displayed on our website are approximate. Due to the nature of jewellery manufacturing, the final weight of individual pieces may vary slightly.
Orders are initially calculated based on the estimated weight, and any difference is adjusted according to the final actual weight.
For example, if an order is estimated at 300 grams but the final production weight is 310 grams, the additional 10 grams of making charges will be payable. If the final weight is 290 grams, the difference for the remaining 10 grams will be credited or refunded to you.
You only pay making charges based on the actual final weight of your order.
What happens if I receive a product with a manufacturing or quality issue?
Every piece goes through our quality-control process before dispatch, making manufacturing defects highly unlikely. However, if a product does not meet our manufacturing quality standards, we will accept the affected piece back.
Once we confirm a manufacturing defect, you are compensated in three parts:
- We return the gold to you as raw gold, equal to the weight of the affected piece.
- We refund the making charge you paid on that piece, at the rate applied to your most recent order.
- As our quality guarantee, we credit you free making charges on three times the weight of the affected piece, to use on your next order.
For example, if a 2-gram piece is confirmed defective, you receive 2 grams of raw gold, a refund of the making charge you paid on those 2 grams, and 6 grams of free making charges on your next order.
This guarantee applies to confirmed manufacturing defects and does not cover damage caused after delivery, improper handling, alteration, or normal wear.
Pricing and Making Charges
Do the prices shown on the website include the gold value?
No. Prices displayed on our website represent making charges only and do not include the value of the gold.
When placing an order through our website, you pay the applicable making charges. The gold itself is settled separately, and how you provide it depends on where you are:
- Customers in the UAE: the required gold is supplied to us physically from your store or business location, in accordance with the confirmed order weight and settlement arrangements.
- International customers: you are not expected to deliver metal to us. You transfer the funds to Dokanzargar's company account and we purchase the required gold on your behalf, then proceed with your order.
What is your minimum order quantity?
We have no minimum order quantity for our trade customers.
However, our making charges are based on the total weight of your order. Different weight tiers carry different rates, so the larger your order, the lower the making charge per gram.
Can I order a small quantity to replenish previously purchased collections?
Yes. If you have previously purchased a collection from us and need only a few pieces to replenish sold items, you can place a small replenishment order.
For these orders we will honour the same making charge per gram applied to your most recent order, regardless of the smaller quantity.
For example, if your previous order was 300 grams and qualified for a lower making charge, and you later need only 10 grams to replenish your stock, those 10 grams will be calculated using the same making charge per gram as your previous invoice.
Do I receive a better rate if I supply the gold in advance?
Yes. Customers who provide the required gold in advance of production qualify for preferential making charges, and their orders are also produced one day faster. This allows us to offer a more competitive production rate compared with our standard ordering terms.
Payment and Settlement
Is an advance payment required to place an order?
Yes. The full making charge is payable in advance to confirm your order and begin production.
Any adjustments resulting from differences between the estimated and final production weight will be settled once the final weight has been confirmed.
Do you offer credit terms or weekly/monthly settlement?
Our standard terms are cash settlement, and the full physical gold balance must be settled at the time the completed order is delivered.
For established customers purchasing more than 500 grams per month, we may accept a 30-day cheque, subject to approval and agreed account terms.
Production and Lead Times
How quickly will my order be ready?
It depends on the type of order:
- Ready stock: dispatched within 2–3 business days.
- Custom orders: approximately 7 working days, counted from the point at which the design, specifications, payment and required materials have all been confirmed.
- Custom orders with gold supplied in advance: approximately 6 working days. These orders also qualify for preferential making charges.
Lead times may vary for particularly complex designs or exceptionally large orders.
Gold Refining Services
What gold refining services do you provide?
We provide professional gold recovery and refining services for jewellery businesses and workshops.
We can recover and refine precious metal from a range of workshop residues, including:
- Polishing dust and polishing bags
- Sink and wash-water residues
- Melting residues
- Other gold-bearing production waste
Our process is designed to achieve the highest practical recovery efficiency. For additional transparency, customers can also observe the refining process through our CCTV system, providing greater confidence and traceability throughout.
Shipping and Customs
How do you ship international orders?
International orders are shipped through insured logistics and courier providers suitable for valuable shipments.
International shipping rates start from approximately USD 150, depending on the destination, shipment value, weight, insurance requirements, and selected service.
Who is responsible for customs clearance, duties, and import taxes?
The customer is fully responsible for customs clearance, import duties, taxes, brokerage fees, and any other charges imposed by the destination country.
We recommend confirming your local import requirements before placing an international order.
Returns and Exchanges
Can I return products that I have not sold?
We do not offer refunds or buybacks for products simply because they remain unsold.
However, eligible unsold products may be exchanged for other products from our collection, subject to our exchange terms and the condition of the returned items.
Contact Us
How do I reach you?
WhatsApp is the fastest way to reach our team: +971 54 200 6655
Email: support@dokanzargar.com
Workshop: SAIF Zone, Sharjah, United Arab Emirates