Frequently Asked Questions (FAQ)

Last Updated: 1 August 2026

Welcome to the Jewels Collection FAQ section. Here you can find answers to common questions about our jewellery, orders, payments, shipping, cancellations, eligible product claims and jewellery care.

Orders and Payments

1. Do you offer Cash on Delivery?

No.

Jewels Collection currently accepts prepaid orders only. Cash on Delivery is not available.

This helps us reduce refused parcels, repeated delivery costs and non-genuine orders while maintaining efficient order processing.

2. Which payment methods do you accept?

Available payment methods will be displayed during checkout and may include:

• UPI
• Credit cards
• Debit cards
• Net banking
• Supported digital wallets
• Other online payment methods offered by the payment gateway

The availability of a particular payment option may depend on your bank, payment provider or transaction.

3. Is my online payment secure?

Payments are processed through the payment-gateway provider displayed during checkout.

Jewels Collection does not normally receive or store complete:

• Card numbers
• CVV numbers
• Card PINs
• UPI PINs
• Internet-banking passwords
• One-time passwords

Never share your OTP, CVV, UPI PIN, card PIN or banking password with anyone.

4. My payment was deducted, but my order was not confirmed. What should I do?

First, check your bank account, UPI application or payment application to confirm the transaction status.

If the amount was deducted but your order was not confirmed, contact Customer Support and provide:

• Your full name
• Payment date
• Amount paid
• Transaction reference
• Payment screenshot
• Registered phone number and email address

Failed or pending payments may be automatically reversed according to the bank or payment provider’s processing time.

5. What is the minimum order value?

The minimum product order value is ₹599, excluding shipping charges.

6. Can I modify my order after placing it?

A modification request must be submitted within 2 hours of placing the order.

Modification is not guaranteed and may not be possible after the order has entered processing, been specially arranged, packed or dispatched.

7. Can I cancel my order?

A cancellation request must be submitted within 2 hours of placing the order.

Once an order has entered processing, been packed, handed to the courier or dispatched, it cannot normally be cancelled.

Approved cancellations are governed by our Return, Refund and Cancellation Policy.

8. How do I know whether my order was successful?

After a successful checkout, you should see an order-confirmation page and may receive an email containing:

• Order number
• Ordered products
• Billing and delivery details
• Payment status
• Shipping method
• Order amount

An automated acknowledgement does not necessarily mean final acceptance. We may verify payment, product availability and delivery information before accepting the order.

9. Can I place an order through WhatsApp?

Orders should normally be placed through jewelscollection.shop so that product details, payment, address and order records are captured correctly.

You may contact us on WhatsApp for product assistance before ordering.

10. Can I create an account before ordering?

Yes.

Creating an account allows you to:

• View order history
• Save delivery details
• Check available order information
• Complete future checkouts more quickly

Shipping and Delivery

11. Do you deliver across India?

We deliver to supported and courier-serviceable locations across India.

Delivery depends on PIN-code serviceability, product availability, successful payment and complete delivery information.

12. Which courier partners do you use?

Depending on serviceability and operational availability, orders may be shipped through:

• DTDC
• Blue Dart
• Shree Maruti Courier
• Other suitable logistics providers

The courier partner may vary according to the delivery location.

13. What is the order-processing time?

Orders are generally processed within approximately 2–3 business days.

Processing time may depend on:

• Product availability
• Order quantity
• Payment confirmation
• Quality inspection
• Customer verification, where required

Orders placed after 12:00 PM, on Sundays or public holidays normally begin processing on the next working day.

14. How long does delivery take?

Estimated courier transit time after dispatch is:

• Standard Delivery: approximately 6–7 business days
• Express Delivery: approximately 3–4 business days

Some orders may take approximately 9–10 business days because of stock availability, additional quality checks or order quantity.

Remote or difficult-to-reach locations may take approximately 10–12 business days or longer.

These are estimated periods and are not guaranteed delivery dates.

15. Do you offer express delivery?

Yes, express delivery may be available for an additional shipping charge.

It is subject to:

• Product availability
• Courier serviceability
• Order processing
• Payment confirmation
• Delivery location

Express delivery does not guarantee delivery on a particular date unless confirmed by Jewels Collection in writing.

16. What are your shipping charges?

Shipping charges depend on the delivery region, quantity and selected shipping method.

The applicable charge will be calculated during checkout.

Free standard shipping is available for eligible product orders above ₹999, meaning ₹1,000 or more, subject to the Shipping Policy.

17. How can I track my order?

Once your order has been dispatched, tracking details will normally be sent to your registered email address.

You may also use the Track Your Order page with your:

• Order number
• Billing email address

Courier tracking may take some time to become active after dispatch.

18. What happens if I enter the wrong delivery address?

Contact Customer Support immediately.

We may try to update the address if the order has not entered processing or been dispatched.

Once the parcel has been dispatched, an address change may not be possible.

19. What information should I include in my address?

Please provide:

• Full recipient name
• House, flat or building number
• Street address
• Area or locality
• Landmark, where applicable
• City
• State
• Correct PIN code
• Active mobile number
• Correct email address

Incomplete or incorrect information may cause delay or failed delivery.

20. What happens if I miss my delivery?

Courier partners generally make delivery attempts according to their own procedures and may make up to three attempts.

Keep your registered phone number active and respond to courier calls or messages.

If the parcel is returned because of customer unavailability, refusal, incorrect address or repeated failed delivery attempts, additional re-dispatch charges may apply.

21. What happens if I use an office delivery address?

The courier may deliver the parcel to your:

• Office reception
• Security desk
• Mailroom
• Another person authorised to receive office deliveries

You are responsible for collecting the parcel from the applicable office location.

22. My tracking says delivered, but I have not received the parcel. What should I do?

First, check with:

• Family members
• Neighbours
• Building reception
• Security desk
• Office reception or mailroom
• Anyone authorised to receive the parcel

Then contact Customer Support promptly with your order number, tracking number and delivery-status screenshot.

Returns, Replacements and Wallet Credit

23. Do you accept returns?

Returns are considered only for eligible claims involving:

• A product delivered in a damaged condition
• A genuine defect present at delivery
• An incorrect product
• A missing product
• A missing component from the ordered set

Every claim is subject to evidence, verification and inspection.

24. Can I return a product because I do not like it?

No.

We do not accept a return, exchange or refund merely because:

• You do not like the design
• You changed your mind
• The product does not suit your preference
• It appears too long or too short
• It feels too heavy or too light
• You selected the wrong product or variation
• There is a reasonable colour difference caused by photography, lighting or screen settings

Please review all images, measurements, included items and descriptions before ordering.

25. Why are change-of-mind returns not accepted?

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

Jewellery that has been tried, worn, handled or used cannot ordinarily be resold to another customer as a fresh product.

This policy helps protect product quality and hygiene.

26. Is a parcel-opening video compulsory?

Yes.

A continuous parcel-opening video is compulsory for eligible claims involving:

• Damaged products
• Incorrect products
• Missing products
• Missing components
• Defects visible at delivery

27. How should I record the parcel-opening video?

The recording must:

• Begin before opening the sealed outer courier packaging
• 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 reported problem
• Contain no cuts, pauses, edits or interruptions

28. What happens if I do not have an opening video?

A delivery-related claim may be rejected when the required opening video is unavailable and the original parcel or product condition cannot otherwise be reasonably verified.

Nothing in this requirement removes any customer right that cannot lawfully be excluded.

29. How quickly must I report a damaged, incorrect or missing product?

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

Send your complaint to:

Email: support@jewelscollection.shop

Include your order number, opening video, clear photographs and a description of the issue.

30. What happens after I submit a claim?

We may:

• Review the video and photographs
• Verify the order and courier information
• Request additional evidence
• Ask that the product be returned for inspection
• Approve or reject the claim after verification

Do not send a product back without receiving written return instructions.

31. Will I receive a replacement?

When an eligible claim is approved, we will provide a replacement whenever the same product is reasonably available.

A different product will not be sent without your approval.

32. What happens when a replacement is unavailable?

Where an eligible replacement is unavailable, the approved amount will normally be credited to the customer’s Jewels Collection Wallet after successful inspection.

Where applicable law requires an eligible monetary refund through the original payment method, it will be processed accordingly.

33. How long does approved Wallet Credit or refund processing take?

Approved Wallet Credit or an applicable refund will normally be initiated within 7–12 business days after successful inspection and final approval.

Additional processing time may depend on the bank, card issuer, UPI provider or payment gateway.

34. Can Wallet Credit be transferred to my bank account?

Jewels Collection Wallet Credit is normally store credit and cannot ordinarily be:

• Withdrawn as cash
• Transferred to a bank account
• Transferred to another customer
• Moved to another account

Where applicable law requires a monetary refund, it will be handled accordingly.

35. Does Wallet Credit expire?

No.

Jewels Collection Wallet Credit currently does not expire.

The Wallet Credit can be used for future purchases on jewelscollection.shop, subject to the Wallet terms displayed on the website.

Products and Materials

36. Is your jewellery made of real gold?

Unless specifically stated in the product description, our products are fashion or imitation jewellery.

They should not be treated as solid gold, solid silver, natural diamond or other precious jewellery unless clearly stated.

37. What is the base metal?

The base metal may vary by product and may include:

• Copper
• Brass
• Mixed metal or alloy
• Other materials stated in the product description

Please check the applicable product page before ordering.

38. Will the jewellery look like real gold?

Many products are designed to provide an elegant gold-style appearance.

However, fashion jewellery should not be compared with real gold jewellery because the materials, manufacturing process, care requirements, durability and price are different.

39. Why are some products more expensive than others?

Price differences may reflect variations in:

• Design complexity
• Craftsmanship
• Base material
• Plating or finish
• Stones, pearls or beads
• Weight
• Product construction
• Detail and workmanship

Price alone is not a guarantee of a fixed product lifespan.

40. Is the jewellery waterproof?

No.

Unless specifically stated otherwise, fashion jewellery should be kept away from water, moisture, sweat, perfume and chemicals.

41. Will the polish or colour fade?

The appearance of fashion jewellery may gradually change with time and use.

Its lifespan depends on:

• Frequency of use
• Skin chemistry
• Sweat and moisture
• Perfume or cosmetic exposure
• Climate and humidity
• Storage
• Handling and care

We do not provide a fixed colour-retention or plating-life guarantee.

42. What should I do if a stone or pearl becomes loose or comes out?

Minor loosening or detachment of a small stone, pearl or decorative component during transit does not automatically qualify the complete jewellery product for replacement or refund.

Please contact Customer Support within 24 hours of delivery and provide:

• Order number
• Continuous parcel-opening video
• Clear photographs or video of the loose component
• Description of the issue

After reviewing the evidence, Jewels Collection may provide suitable guidance for safely refitting or reattaching the component at home.

Please contact us before applying glue or attempting a repair so that we can first verify the product’s delivered condition and recommend the appropriate method.

43. Does a loose or fallen stone or pearl qualify for complete replacement?

Not automatically.

A minor stone, pearl or decorative component that can be safely and easily refitted is generally treated as a minor repairable issue and does not normally qualify for replacement of the complete jewellery product.

Complete replacement or another appropriate resolution may be considered where:

• Several stones, pearls or components are missing
• The stone setting or jewellery structure is broken
• The jewellery cannot be reasonably repaired
• The issue materially affects the product’s appearance or usability
• The product was delivered with substantial damage or a genuine manufacturing defect

Every claim is reviewed individually using the parcel-opening video, photographs and product condition.y.

44. Can small product variations occur?

Yes.

Minor variations may occur in handmade or traditionally finished jewellery, including variations in:

• Stone shade
• Polish
• Texture
• Bead placement
• Engraving
• Component alignment
• Weight or measurement

Reasonable variations that do not materially affect the product are not normally treated as defects.

Jewellery Care

45. How should I store my jewellery?

Store each piece separately in:

• A clean zip-lock pouch
• A soft jewellery pouch
• An airtight jewellery box
• The original box or packaging

Keep it in a cool, dry place away from direct sunlight and moisture.

46. Can I wear jewellery while bathing or swimming?

No.

Remove fashion jewellery before:

• Bathing
• Swimming
• Exercising
• Sleeping
• Household cleaning
• Activities involving water or excessive sweat

47. Can perfume or cosmetics damage jewellery?

Yes.

Perfume, deodorant, lotion, hairspray, sanitiser, cosmetics and cleaning chemicals may reduce the lifespan of the plating or finish.

Wear jewellery only after these products have dried.

48. How can I make my jewellery last longer?

Follow these care steps:

• Keep it away from water
• Avoid perfume and chemicals
• Wipe it with a clean, soft, dry cloth after use
• Store each piece separately
• Avoid pulling, bending or dropping it
• Remove it before sleeping, bathing or exercising
• Keep it away from moisture and humidity

Please read our complete Warranty and Jewellery Care Policy.

Customer Support

49. How can I contact Jewels Collection?

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

50. Can I ask product questions before ordering?

Yes.

Please contact Customer Support if you need clarification regarding:

• Product measurements
• Included items
• Design
• Colour
• Material information
• Product availability
• Shipping

51. Can I request additional product photographs or videos?

Yes, depending on product availability and operational feasibility.

Additional photographs or videos are provided for product understanding and do not replace the product description or applicable policy.

52. Can I view customer reviews before ordering?

You may view customer reviews and testimonials available publicly on our website or official business channels.

53. Can I request customer-feedback screenshots or parcel-opening videos?

Yes.

To help customers shop confidently before placing a prepaid order, Jewels Collection may share genuine, anonymised customer-feedback screenshots and parcel-opening or unboxing videos, subject to availability and customer permission.

Before sharing such content, we take reasonable steps to hide or remove personal and identifying information, including:

• Customer’s full name
• Phone number
• WhatsApp profile photograph
• Email address
• Delivery address
• Order number
• Courier tracking or AWB number
• Payment or transaction information
• Parcel shipping label
• Customer’s face
• Other information that could reasonably identify the customer

Where a customer’s voice or surroundings may reveal their identity, those portions may also be muted, blurred or removed.

We do not intentionally share private customer information publicly. Customer chats, reviews or videos are shared only in an anonymised form and, where required, with the customer’s permission.

The shared content is provided only to help prospective customers understand genuine shopping and delivery experiences. We do not create fake reviews, alter the meaning of customer feedback or disclose confidential customer information.

Availability of such screenshots or videos is not guaranteed for every product.

54. Do you accept wholesale or bulk orders?

Wholesale or bulk-order enquiries may be submitted through email or WhatsApp.

Availability, pricing, minimum quantity, processing time and payment conditions will be confirmed separately.

55. Will I receive order updates?

Order confirmations and dispatch information will normally be sent to your registered email address.

Additional order communication may be sent through phone, WhatsApp or SMS where verification or assistance is required.

56. I still have a question. What should I do?

Contact Jewels Collection Customer Support:

Email: support@jewelscollection.shop
Phone and WhatsApp: +91 8898879950

Please provide your name, order number where applicable, and a clear description of your question.