SUPPORT & FAQs

How can I pay for my order?
We intend to make the purchase as simple and as seamless for you as possible. We accept all major modes of payment including credit cards, debit cards, cash on delivery (COD), bank transfer, UPI, and so on. We do not accept any international cards.

Can I change my Order/ Delivery address?
We can only change orders that have not been processed for shipping yet.
To make changes to your order/ Delivery address, please reach out to support by submitting your request via "contact us" form.

How much time does it take to deliver the order?
We work with all leading logistics partners in India to ensure smooth and timely delivery of your jewellery. It might take us upto 24-48 working hours to dispatch your order, once the order is confirmed. Once your order has been dispatched from our warehouse, most of the deliveries are completed within 5-7 working days (depending on your location).

Are there any shipping charges applicable to my order?
We offer Free Shipping across all orders delivered within India.

How can I track the status of my order?
We usually ship out all orders we have received in 24-48 working hours. At the time of shipping the order, you will receive a text message from us with details the delivery partner and tracking ID, these can be used to track your order.

Do you have Return/Exchange Policies?
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How much time will it take to deliver my Personalised Jewellery order?
Please note that all personalised jewellery is made to order and therefore once you place the order with us, it takes us about 14 working days to prepare the jewellery, QC it, and get it ready for dispatch. Delivery takes another 5-7 working days on average. So overall, delivery of a personalised jewellery order takes about 21 working days.

Can I cancel my Personalised Jewellery order?
Since personalised jewellery orders are custom made based on your requirement, we are not able to cancel this order as once we start working on it, we cannot reverse the process. So we strongly recommend that you place the order very carefully double checking the finish, spelling and character case.

What to do if the amount got deducted but I haven't got the order confirmation?
"Once you have made the payment, please allow upto 10-15 minutes to receive an order confirmation email/text message. In case you do not receive any confirmation within 24 hours please reach out to us through Call/Email/Chat and we will assist you further.
In the event that amount has been debited and we have received it we will manually create your order and ship it out. If the amount has not reached us, the payment gateway will automatically return the amount to your original payment source in 7-10 working days."

How to exchange/replace my jewellery?
In case you have received a faulty or incorrect item or you just want to exchange your jewellery for another piece, we allow you to replace the jewellery with the same item or exchange it with another item for upto 10 days from the time of delivery of the order. The fastest way to ensure you get what you want is to return the item you have and once the return is recieved by us, we would ship the exchange product.

In how many days will my return be picked up?
It takes upto 4-6 working days to get the return pick up done from your location, once the return request has been placed. In case your return pick up is not done within 4-6 working days, you can chat with our customer support team.

What is the refund procedure for returned order?
Once a return request has been raised on the app or web, our pickup partners will reverse pick up your order within 4-6 working days from the day of booking the return. As soon as we are receive return pick up, we initiate the refunds within 4-6 working days of us receiving the update. Please note that refunds cannot be initiated unless a return pickup is done.
 
Once the return has been picked up, it usually takes us upto 4-6 working days to initiate the return process.

• For Prepaid orders: returns are initiated directly to the original payment source.
  
  
• For COD orders: the fasted way is KaratBee Gift cards which are issued in 24-48 business hours, other optins is a Razorpay Payout link, which we share with the customers who opted to return. Please enter correct details in the link and choose the mode of accepting payment.

• For wallet orders: refund will be done back to the wallet. Please note that wallet refunds cannot be done to any other payment source in line with RBI guidelines.
  
  
• For any combination of the above: all refunds will be done in same proportion in which the payments were received including partial refunds.