FAQ
Getting Started
Do I need an account to place an order?
You can shop as a guest without creating an account. However, signing up allows quicker checkout, easy order tracking, and a more seamless shopping experience.
Why choose JI Jewellery?
Our creations blend traditional craftsmanship with modern techniques. Backed by years of expertise in gemstones and jewellery making, we focus on quality, design precision, and long-lasting value.
Hallmark & Authenticity
Is your jewellery BIS hallmarked?
Yes, every gold jewellery piece we offer is certified with BIS hallmarking to ensure purity and compliance with Indian standards.
What does BIS hallmarking indicate?
It certifies the authenticity and purity of the metal, confirming it meets the standards defined by the Bureau of Indian Standards.
Is hallmarking required for gold coins?
Hallmarking is not compulsory for gold coins. However, we source our coins only from authorised and trusted refineries.
How can I check the authenticity of BIS hallmarking?
You can verify your jewellery using the BIS CARE mobile application by entering the HUID number provided with your purchase.
Certifications
Will my jewellery come with a certificate?
Yes, every purchase includes a certificate confirming authenticity. Optional third-party certification (such as IGI or SGL) can be arranged for selected stones at an additional cost.
How do I validate the certificate?
Visit the respective certification authority’s website and enter your certificate number to access verification details.
When will my order be delivered?
When will my order be delivered?
Each piece is made to order. Crafting typically takes 8–10 business days, followed by delivery within 2–5 business days after dispatch.
Is shipping free?
Yes, we offer complimentary shipping on all orders.
How can I track my order?
Tracking details will be shared via email and WhatsApp. You can also use the tracking option available on our website.
What happens if I miss the delivery?
Our delivery partner will attempt delivery again. You can also arrange for a family member to receive it with valid identification.
Can I change my delivery address after placing an order?
Yes, changes can be made before dispatch. Once shipped, the address cannot be modified.
Do I need ID proof at delivery?
Yes, a valid government ID may be required for secure delivery verification.
What does ‘RTO’ mean in order status?
RTO’ (Return to Origin) indicates that your order could not be successfully delivered and is being returned to us.
Our delivery partners typically make up to three attempts to deliver your package. If all attempts fail, the shipment is marked as undelivered and sent back.
Common reasons for failed delivery include:
- Unable to reach you via phone
- Incomplete or incorrect address
- Invalid contact number provided during checkout
- Incorrect PIN code
- Payment not available at the time of delivery (for COD orders)
After the first failed attempt, the courier team will usually contact you to reschedule delivery. If subsequent attempts are also unsuccessful, the order is returned to our facility.
How to avoid RTO:
- Ensure your contact number is active and reachable
- Provide accurate address and PIN code details
- Respond promptly to delivery calls or messages
If your order has already been marked as RTO or you would like us to re-dispatch it, please get in touch with our support team. We’ll assist you with the next steps.
What if my order is delayed?
Delays may occur due to unforeseen factors like weather or additional quality checks. We ensure timely updates in such cases.
Where is your jewellery manufactured?
All our jewellery is crafted by skilled artisans.
Are you a physical store?
We operate online, allowing us to offer better pricing while maintaining premium quality.
Payments
What payment methods do you accept?
We support credit/debit cards, UPI, net banking, wallets, and COD (up to ₹49,000).
Are there any hidden charges?
No, the price displayed is final. There are no additional or hidden costs.
Is online payment secure?
Yes, all transactions are protected with advanced encryption protocols.
What should I do if my payment fails?
You may retry using a different payment option or contact support for assistance.
Do you offer EMI or instalment options?
Currently, instalment options are not available, but we are working towards introducing them.
Why is there a price adjustment at dispatch?
Since each piece is made to order, slight variations in metal weight may occur, leading to minor adjustments in the final price.
Orders & Customisation
Can I place an order over the phone?
Yes, our support team can assist you in placing an order directly.
Do you offer customised jewellery?
Yes, we create custom designs based on your preferences. Reach out to discuss your requirements.
Can I modify my order after placing it?
Changes can be accommodated only if the order hasn’t entered production or shipping stages.
Can I include a gift message?
Yes, you can add a personalised note during checkout.
Can multiple offers be combined?
Only one offer or coupon can be applied per order.
How is my order packaged?
Your jewellery is delivered in secure, discreet packaging along with a premium branded box.
Cancellation & Refunds
Can I cancel my order?
Yes, cancellations are allowed before dispatch. Once shipped, you may refuse delivery to initiate a return.
How will I receive my refund?
Refunds are processed to the original payment method. COD refunds are issued via bank transfer.
How long does it take to receive a refund?
It typically takes 8–12 business days, depending on your bank.
Ring Resizing
Do you provide ring resizing?
Yes, one complimentary resizing is available within 15 days of delivery.
Do I need to send original documents for resizing?
Yes, the jewellery must be returned with its original certificate and packaging.
How long does resizing take?
Timelines vary depending on the design. Some rings may require complete remaking.
Returns & Exchanges
What is your return policy?
We offer free returns and exchanges within 15 days of delivery.
Are there any items not eligible for return?
Customised, engraved, worn, or altered jewellery cannot be returned.
How do I initiate a return or exchange?
Simply contact our support team, and we’ll arrange a pickup.
Is return shipping free?
Yes, return pickup and delivery are free within the return window.
When will I receive my exchange item?
Replacement products are dispatched within 6–7 business days after approval.
What if I receive a wrong item?
Report it immediately. We will arrange pickup and process a replacement or refund.
Lifetime Exchange & Buyback
Do you offer lifetime exchange or buyback?
Yes, all our jewellery is eligible under our lifetime exchange and buyback policy.
How is the value calculated?
The value is based on the current market rate of similar jewellery at the time of request.
Are custom pieces included in this policy?
Yes, customised jewellery is also covered under lifetime exchange and buyback.
Return & Exchange Guidelines
What should I include when returning a product?
Please return all original items, including certificates, packaging, and accessories.
What if something is missing in the return?
A deduction may apply if original components are not included.
How is the return processed?
After receiving your item, our team conducts a quality check before approving refunds or exchanges.
Refund Details
What conditions apply for refunds?
Items must be unused and returned in original condition with all documents.
Will I get a full refund?
Yes, if the return meets all criteria within the allowed timeframe.
What happens if certificates are missing?
A deduction may be applied depending on the certificate type.
Exchange Process
How do I exchange my jewellery?
Contact support, select your new product, and we’ll arrange a pickup for your existing item.
When will the new item be shipped?
After inspection of the returned product, your replacement will be processed and shipped.