Frequently Asked Questions
About Rayah
What is Rayah?
Rayah is a private luxury boutique offering a curated selection of the most sought-after pieces from houses such as Hermès, Chanel, Goyard, Dior, and Louis Vuitton. We work by request and by curation, sourcing rare and seasonal pieces for a discerning clientele across the UAE, the GCC, and internationally.
Are your pieces new?
Our pieces are brand new and unworn. They are sourced through the secondary market rather than through the brands' own retail channels. Please confirm the condition, included packaging and documents for your selected piece with our concierge before ordering.
Where do you source your pieces?
Each piece is sourced directly by the boutique or acquired through a small circle of trusted, long-standing sellers in Paris, Hong Kong, London, Italy, and the GCC. This global reach is what allows us to secure pieces that are otherwise waitlisted, region-exclusive, or unavailable in the local market.
Is Rayah affiliated with the brands you carry?
No. Rayah is an independent boutique and is not affiliated with, endorsed by, or connected to any of the brands featured. All trademarks and brand names remain the property of their respective owners and are referenced solely to describe the pieces we source.
Ordering & Payment
How do I place an order?
For pieces shown as available, simply add them to your cart and proceed through secure checkout. For rare or made-to-request pieces, our Connected Concierge will assist you personally — guiding you through availability, pricing, and acquisition from start to finish.
Can I reserve a piece before committing fully?
Yes. A deposit of 10–20% will hold a piece for three working days, giving you time to decide with confidence. Should you choose not to proceed, the deposit is non-refundable — but it remains yours to transfer toward another piece. If you need a little more time, speak with us; we are happy to extend a hold within reason.
Which payment methods do you accept?
For your convenience, we accept:
Credit & debit cards — Visa, Mastercard, and American Express
Bank transfer
Tabby & Tamara — split your purchase into instalments
PayPal
Cash
Cryptocurrency
Every transaction is handled securely and with complete discretion.
Can I request a piece I don't see on the site?
Absolutely — this is where we are at our best. If you have seen a piece elsewhere, or have a specific model, colour, size, or hardware in mind, reach out to our Connected Concierge and we will source it for you through our network.
Can I add a personal note to my order?
Yes. Let us know at checkout or through the Concierge, and we will prepare your piece with a discreet handwritten note — ideal for gifting.
Authenticity
Are your pieces guaranteed authentic?
Without exception. Every piece is either sourced directly by the boutique or acquired through trusted sellers, and each is carefully inspected upon receipt before it reaches you. We stand behind this with a lifetime authenticity guarantee: should any piece ever be proven inauthentic, we will provide a full refund — for the entire life of the piece, with no time limit.
What comes with my piece?
Each piece is inspected by our team. Included packaging and documents vary by item. Please confirm whether your piece includes an original invoice, an invoice copy or a third-party authenticity certificate with our concierge before ordering.
Delivery
How long will my order take to arrive?
Because each piece is individually sourced and inspected with care, please allow the following from confirmation of your order:
- United Arab Emirates — 5 to 10 working days
- GCC — 6 to 12 working days
- International — 7 to 14 working days
Order processing takes 1–2 business days before dispatch. Where a piece can be delivered sooner, we will always do our best to accommodate you.
Do you offer express or same-day delivery?
For select pieces, yes. Express and same-day delivery are arranged on a case-by-case basis through our Connected Concierge — do reach out and we will advise on what is possible.
What does shipping cost?
Delivery within the UAE is complimentary. For the GCC and international destinations,
shipping is calculated per order and location. Every shipment, wherever it travels, is fully insured door to door and handled by a trusted delivery partner.
How are high-value pieces delivered?
For pieces of significant value, we offer discreet hand-delivery in unbranded packaging, with a signature required on receipt. Where a third party will receive the piece on your behalf, we simply ask for their name and phone number, and a signature upon delivery.
Are customs duties and import taxes included?
For international deliveries, any customs duties or import taxes levied by the destination country are the client's responsibility and are not included in the price shown.
Returns & Resolutions
What is your returns policy?
Given the rare and curated nature of what we offer, all sales are final. We make exceptions only in the case of a genuine issue with authenticity, damage, or a defect — where you are always fully protected. We encourage you to review each piece carefully before ordering, and to lean on our Concierge for any detail you need beforehand.
What if my piece arrives damaged, or I receive the wrong item?
Please contact us within 48 hours of receiving your order, with your order number and clear photographs. We will make it right. The resolution is entirely your choice — a refund, a replacement, a repair, or store credit. Where the fault is ours, we cover the cost of return shipping.
How are refunds processed?
Approved refunds are processed within 7 to 14 working days, with no fees deducted, to your original payment method. Should you prefer, you may instead take lifetime store credit toward a future piece.
Client Care
How can I reach you?
Our Connected Concierge is here for anything you need — sourcing a piece, a question about an order, or guidance before you buy. Write to us at help@rayah-uae.com and we will respond personally.
Can you help me choose the right piece?
Of course. Whether you are deciding between sizes, colours, or two pieces entirely, our Concierge offers considered, honest guidance — with no obligation to purchase.
STILL HAVE A QUESTION?
We would be glad to help.
For anything not answered here, our Connected Concierge is available directly and will always reply with care and discretion.
