Customer Support

Welcome to Jewels Collection Customer Support. We are available to assist you with order-related questions, payments, shipping, tracking, cancellations and eligible product complaints.

1. Contact Information

Legal Business Name: Ashmit
Brand Name: Jewels Collection
Website: jewelscollection.shop
Email: support@jewelscollection.shop
Phone and WhatsApp: +91 8898879950
Customer Support Hours: Monday to Friday, 10:00 AM to 5:00 PM

Customer-support requests received outside business hours, on Sundays or on public holidays will normally be reviewed on the next working day.

2. How to Contact Customer Support

For general questions, order assistance or complaints, contact us through:

  • Email
  • Phone
  • WhatsApp
  • Website contact form

For complaints involving damaged, defective, incorrect or missing products, email is the preferred communication method because supporting videos and photographs may be required.

3. Information to Include

To help us review your enquiry, please provide:

  • Full name
  • Order number
  • Registered email address
  • Registered mobile number
  • Clear description of the issue
  • Product name, where applicable
  • Payment reference, where applicable
  • Tracking number, where applicable
  • Relevant photographs or videos, where required

Incomplete information may delay our response.

4. Order-Related Assistance

Customer Support can assist with:

  • Order confirmation
  • Payment-status questions
  • Order modifications
  • Eligible cancellation requests
  • Shipping information
  • Order tracking
  • Delivery problems
  • Incorrect delivery details
  • Damaged, defective, incorrect or missing products
  • Approved replacement or Wallet Credit status
  • Account-related questions

All requests remain subject to the applicable policies displayed on our website.

5. Order Cancellation or Modification

Cancellation or modification requests must be submitted within 2 hours of placing the order.

Submitting a request does not automatically confirm that the order has been cancelled or modified.

An order cannot normally be cancelled or modified after it has:

  • Entered processing
  • Been packed
  • Been handed to the courier
  • Been dispatched
  • Been specially arranged or prepared for dispatch

Cancellation and eligible credit conditions are governed by our separate Return, Refund and Cancellation Policy.

6. Shipping and Tracking Assistance

Once an order has been dispatched, tracking information will normally be sent to the registered email address.

For tracking assistance, provide:

  • Order number
  • Registered mobile number
  • Registered email address
  • Courier partner’s name
  • Tracking or airway-bill number
  • Screenshot of the tracking status, where applicable

Courier tracking information may take some time to appear after dispatch.

7. Damaged, Defective, Incorrect or Missing Products

Visible damage, transit damage, incorrect products, missing products or missing components must be reported within 24 hours of delivery.

A continuous parcel-opening video is compulsory for eligible claims.

The recording must:

  • Begin before opening the outer courier packaging
  • Clearly show the sealed parcel
  • Clearly show the shipping label
  • Show all sides of the parcel
  • Show the complete opening process
  • Show the jewellery packaging
  • Clearly show every product received
  • Clearly show the claimed damage, defect, incorrect item or missing item
  • Contain no cuts, pauses, edits or interruptions

Claims submitted without the required evidence may not be accepted where the original condition of the parcel or product cannot reasonably be verified.

Please do not return any product without first receiving written return instructions from Jewels Collection.

8. Returns and Personal Preference

Jewels Collection does not accept returns, exchanges or refunds merely because:

  • The customer does not like the design
  • The customer changed their mind
  • The jewellery does not suit their personal preference
  • The jewellery appears too long, short, broad or narrow
  • The jewellery feels too heavy or too light
  • The colour does not match the customer’s outfit
  • The customer ordered the wrong product, design or variation
  • The product is no longer required
  • Minor colour differences arise because of photography, lighting or screen settings

Customers should carefully review the product description, measurements and all available product images before placing an order.

9. Product Freshness and Hygiene

We aim to provide every customer with a new, fresh, unused and unworn jewellery product.

For product-quality and hygiene reasons, jewellery that has been worn, tried, handled, altered or used cannot ordinarily be accepted for return.

This helps protect customers from receiving jewellery that may previously have been worn or used by another customer.

10. Payment Assistance

All orders are prepaid.

Cash on Delivery is not available.

For payment-related assistance, provide:

  • Order number
  • Payment date
  • Amount paid
  • Payment method
  • Transaction or payment reference
  • Screenshot of the payment status, where applicable

Never send your UPI PIN, card PIN, CVV, OTP, password or complete banking credentials to Customer Support.

11. Wallet Credit

Where Wallet Credit is approved under an applicable policy, it may be used for future purchases through jewelscollection.shop.

Wallet Credit:

  • Cannot normally be withdrawn as cash
  • Cannot normally be transferred to another customer
  • Cannot normally be transferred to another account
  • Must be used according to the Wallet conditions displayed on the website

Wallet Credit availability will depend on the installation and activation of the website Wallet facility.

12. Customer Responsibilities

Customers are responsible for:

  • Providing accurate order information
  • Providing a complete delivery address
  • Providing the correct PIN code
  • Keeping their registered mobile number active
  • Monitoring tracking information after dispatch
  • Responding to reasonable courier calls or messages
  • Remaining available for delivery
  • Inspecting the parcel promptly after delivery
  • Recording the compulsory parcel-opening video
  • Reporting eligible delivery-related issues within the required period
  • Following jewellery-care instructions

13. Response and Review

We aim to review enquiries as soon as reasonably possible during our stated Customer Support Hours.

Complex complaints may require additional time where we need to:

  • Review photographs or videos
  • Verify order and payment information
  • Contact the courier partner
  • Inspect a returned product
  • Request additional evidence
  • Verify product availability
  • Investigate suspected misuse or fraud

Submitting a complaint does not automatically approve a replacement, cancellation, Wallet Credit or refund.

14. Grievance Officer

For unresolved complaints or grievances, contact:

Grievance Officer: Amit Sujay Das
Designation: Proprietor and Grievance Officer
Legal Business Name: Ashmit
Brand Name: Jewels Collection
Email: support@jewelscollection.shop
Phone and WhatsApp: +91 8898879950
Customer Support Hours: Monday to Friday, 10:00 AM to 5:00 PM

Please include your full name, order number, registered contact details and a complete description of the grievance.

15. Applicable Policies

Customer-support requests may be governed by the following pages:

  • Terms and Conditions
  • Privacy Policy
  • Shipping Policy
  • Payment Policy
  • Return, Refund and Cancellation Policy
  • Track Order
  • How to Order

Where information on this page differs from a detailed policy, the applicable detailed policy will govern, subject to rights that cannot lawfully be excluded.