FAQs & Support
Shipping, Order Tracking & Delivery
Do you charge for shipping?
We offer free shipping on orders above ₹450 within India. For orders below this amount, a small shipping fee will be applied, which will be visible at checkout.
How long does delivery take?
We partner with leading courier services to ensure timely and safe deliveries. After dispatch, most orders are delivered within:
● 4-6 business days in metro and major cities.
● Slightly longer for remote areas, depending on the location.
You can track your order in real time using the provided tracking link.
Do you offer same-day or faster delivery?
At the moment, same-day delivery is not available, but we are working towards offering express delivery options in the future. Keep an eye out for updates!
Do you deliver all over India?
Yes, we ship across India! You can check whether we deliver to your location by entering your pin code on the product page before placing an order.
What happens if I’m not available at the time of delivery?
If you’re not available, you can:
1. Authorize a neighbor or family member to receive the package.
2. Request the delivery executive to attempt delivery the next day. However, re-delivery depends on the courier service’s policies.
When will my order be dispatched?
- ● Standard Orders: Dispatched within 24-72 hours after confirmation.
● Personalized Jewelry Orders: Since these pieces are specially crafted, they require more time and are dispatched within 14 days.
Once your order is shipped, we’ll send you a tracking link via email, SMS, and WhatsApp so you can stay updated on its journey.
Can I choose a specific delivery date and time?
We’ll gladly forward your request to our delivery partners, but we can’t guarantee specific time slots. Deliveries are usually made during business hours, and most courier services do not deliver on Sundays.
How can I check my order status?
As soon as your order is shipped, you’ll receive a tracking ID along with details of the courier service via email, SMS, and WhatsApp. You can use this information to monitor your order’s status.
Will I get a call before my order is delivered?
Most of our courier partners send a message when your package is out for delivery. In some cases, the delivery executive may call before arriving at your location.
Return, Replacement & Exchange
What is your return policy?
We understand that buying jewelry online can be a bit overwhelming, so we want you to shop with confidence! We offer a 15-day return policy for all unused and unworn items—no questions asked.
However, please note that personalized jewelry cannot be returned. The product must be in its original packaging and in an unused condition for the return to be accepted. Oviya Jewels reserves the right to process refunds only after verifying the returned item.
Can I exchange my product for something else?
Yes, we offer an exchange option within 15 days of receiving the order. Whether you received a faulty product or simply wish to swap your jewelry for another piece, we’ve got you covered!
●You can exchange the item for another product of your choice.
● If there is a price difference, the additional amount will either be collected or refunded accordingly.
● All exchange orders are processed and shipped within 48-72 hours of the request.
To request an exchange, reach out to us through our support channels (Call/Email/Chat).
What is the refund process for a returned order?
Once your return request is approved, our courier partner will pick up the order within 3 working days. As soon as we receive the returned product, we will initiate your refund within 48 hours.
● For prepaid orders: The refund will be credited back to the original payment method.
● For COD orders: A Razorpay Payout link will be sent to you. Enter your details and choose your preferred refund method.
● For wallet payments: The refund will be credited back to your Oviya Jewels wallet (as per RBI guidelines, wallet refunds cannot be transferred to another payment method).
● For mixed payments: Refunds will be made in the same proportion as the original payment mode.
Can I return multiple orders together?
If you have placed return requests for multiple orders, there’s a chance that the same courier executive may collect them. However, we advise you to verify this with the pickup agent before handing over the items. Each product should be returned with its original packaging and order details.
I’m not satisfied with the product. How can I return my order?
To initiate a return request, follow these simple steps:
Via Website:
1. Visit our website and log in with the email ID used for placing the order.
2. If you forgot your password, click ‘Forgot Password’ to reset it.
3. If you don’t have an account, create one using the same email ID and phone number
used while placing the order.
4. Go to ‘My Orders’ and select the order you wish to return.
5. Click ‘Return’, choose the items for return, and select the reason.
6. Confirm the request. You’ll receive an email confirmation along with return details.
Our courier partner will attempt the return pickup within 3 working days. If your pickup is delayed, please contact our support team via call, email, or chat.
I now see the longer delivery time of (a part of) my order. How can I cancel it?How do I request a replacement or exchange?
If you received a damaged or incorrect item, or if you simply want to exchange it for another design, follow these steps:
1. Contact our customer support team with your request.
2. Our team will process the exchange, and the new product will be shipped within 48-72 hours.
How long does it take for the return pickup?
Once the return request is placed, the pickup is usually completed within 3 working days. If there’s a delay, feel free to reach out to us for assistance.
What if I want to return a product after the return window has closed?
Unfortunately, we do not accept returns after 15 days. However, if you face any issues like fading or defects, you can claim our warranty service, and we will replace your product with a brand-new one.
Does the return policy apply to all products?
Our 15-day return policy applies to all products except personalized jewelry.
When will I receive my refund for a returned order?
Payments & Refunds
What payment methods do you accept?
We strive to make your shopping experience seamless! At Oviya Jewels, we accept:
● Credit & Debit Cards (Visa, Mastercard, Rupay, etc.)
● Cash on Delivery (COD) (for orders up to ₹15,000)
● Bank Transfers & UPI
● Card-less EMI options via Zest Money
● Digital Wallets
Currently, we do not accept international cards. If you have any queries regarding payments, feel free to contact our support team.
Do you offer EMI options?
Yes! You can avail EMI payments through Zest Money by selecting it as your preferred payment mode at checkout.
What is the COD limit?
Cash on Delivery (COD) is available for orders up to ₹15,000. If your order exceeds this limit, please opt for digital payment methods.
How long does it take for refunds to reflect?
● For COD orders: Once the return is processed, you will receive a Razorpay Payout link. Enter your details, and the amount will be credited instantly.
● For prepaid orders: Refunds are initiated within 48-72 hours of return pickup and typically reflect in your account within 7-9 days.
What if the payment is deducted but I don’t receive an order confirmation?
Once you complete the payment, please allow 10-15 minutes to receive an order confirmation via email/SMS.
If you haven’t received confirmation within 24 hours, please reach out to us via Call/Email/Chat for assistance.
● If the payment was received, we will manually create your order and dispatch it. ● If the payment was not received, the payment gateway will automatically refund the amount to your original payment method within 5-7 working days.
Are there any additional charges apart from the listed price?
No, there are no hidden charges! The price displayed on our website is inclusive of all taxes—what you see is what you pay.
If you’re ever asked to pay additional charges, please report it to us immediately, and we will assist you.
Where will I receive my refund for a returned order?
● Prepaid Orders: Refunds will be credited back to your original payment source or your Oviya Wallet.
● COD Orders: Refunds can be credited to your Oviya Wallet or a bank account of your choice. Our team will contact you for the necessary details.
Wallet & Coins
What is the COD limit?
Yes, you can use your Oviya Wallet balance to pay for your entire order. If your wallet balance is insufficient, you can combine it with other payment methods to complete your purchase.
For any queries related to wallet payments, feel free to contact our support team.
Personalized Jewelry
What is Personalized Jewelry?
Personalized jewelry is a beautifully crafted, custom-made piece that carries your name or that of a loved one, making it truly unique and meaningful.
How long does it take to receive my personalized jewelry order?
Since each personalized jewelry piece is made to order, it takes approximately 14 days to craft, quality check, and prepare for dispatch. After that, delivery typically takes 4-6 business days, depending on your location. In total, please allow around 21 days for your order to reach you.
Why does personalized jewelry take longer to deliver?
Unlike ready-made jewelry, personalized pieces are crafted from scratch based on your specifications. Each piece goes through a meticulous three-step quality check to ensure it meets our high standards. This process takes around 14 days, followed by 5-7 days for shipping and delivery.
Can I cancel my personalized jewelry order?
Unlike ready-made jewelry, personalized pieces are crafted from scratch based on your specifications. Each piece goes through a meticulous three-step quality check to ensure it meets our high standards. This process takes around 14 days, followed by 5-7 days for shipping and delivery.
Can I return my personalized jewelry order?
As each personalized piece is specially crafted, we do not accept returns. However, we offer a 30-day replacement policy in case of breakage, fading, or incorrect engraving.
Is warranty applicable to personalized jewelry?
Yes! Our warranty policy covers personalized jewelry as well. If you experience plating issues or fading, we will provide a replacement in line with our warranty terms.
Warranty Policy
What is Oviya Jewels’ Warranty Policy?
At Oviya Jewels, we stand by the quality of our craftsmanship. Our jewelry comes with a 6-month limited warranty, covering any plating or manufacturing defects.
How can I claim my warranty?
You can claim your warranty if you experience any plating-related or manufacturing issues within 6 months of receiving your order. To initiate a claim, simply contact our customer support team with your order details, and we’ll assist you in resolving the issue.
What if I’m unable to claim my warranty?
If you face any difficulties while claiming your warranty, please reach out to our customer support team through calls, email, or chat, and we’ll ensure a smooth resolution.
Does the warranty apply to all products?
Our 6-month warranty applies to our entire jewelry collection. However, the warranty does not cover non-jewelry items such as candles, gift accessories, or packaging materials.
Coupons & Discounts
Why is my coupon code not working?
If your coupon code isn’t working, please check the following:
● Case Sensitivity: Coupon codes are case-sensitive, so ensure you’ve entered them
correctly.
● Expiry Date: Some coupons have a limited validity period and won’t work if expired.
● Product Restrictions: Certain coupons are only applicable to specific products or collections.
If you’ve checked everything and your coupon is still not working, feel free to contact our support team for assistance.
Can I use multiple coupon codes on a single order?
No, we currently allow only one discount code per order. Some promotional offers run for a limited time and cannot be combined with other discounts.
I forgot to apply my coupon code while placing the order. Can I add it later?
Unfortunately, coupon codes can only be applied at the time of purchase and cannot be added afterward.
Product Information
Is Oviya Jewelry made of pure silver?
Yes! Our jewelry is crafted from 925 sterling silver, the highest standard for jewelry-grade silver worldwide. Every piece is stamped with “925” and comes with an authenticity certificate, ensuring you receive a high-quality product.
Does your jewelry come with a warranty on plating?
Yes, all our jewelry comes with a 6-month limited warranty covering any plating or manufacturing-related issues.
How do I take care of my silver jewelry?
We create our jewelry with precision and care, and proper maintenance will help it retain its shine for a long time. Our pieces are rhodium-coated to enhance durability and prevent tarnishing.
Here are a few care tips to keep your jewelry in excellent condition:
● Store Properly: Keep your jewelry in a sealed zip-lock bag when not in use for extended periods.
● Avoid Chemicals: Keep away from perfumes, soaps, extreme temperatures, and anything acidic.
● Handle with Care: Silver jewelry is delicate—avoid impact, pulling, or using tools that may damage the piece.
● Re-polishing: If needed, you can get your jewelry re-polished by a local jeweler or contact us for assistance.
How do I choose the right size?
We understand that sizing can be tricky when shopping online, so we’ve designed our jewelry to be as adjustable and comfortable as possible:
● Necklaces: Standard length of 19″ (17″ fixed + 2″ adjustable).
● Rings & Toe Rings: Adjustable to fit most sizes.
● Bracelets: Chain-style bracelets come with extenders for a perfect fit. Hard bracelets are either adjustable or in standard sizes.
● Product Descriptions: Each product page includes detailed size information and model images for reference.
Will my jewelry look exactly like the website images?
We take great care to ensure that our website images accurately represent our products. However, minor variations may occur due to lighting and screen settings. If you feel your jewelry looks different than expected, please contact our support team, and we’ll be happy to assist you.
Profile & Account
Do I need to create an account to place an order?
No, you can check out as a guest when shopping on our website. However, we highly recommend creating an account before placing an order. Having an account allows you to:
● Easily track your order status
● View your order history
● Quickly place cancellation or return requests
● Access exclusive features and offers
I forgot my password—what should I do?
No worries! If you’ve forgotten your Oviya Jewels account password, follow these steps:
1. Go to the login page and click on “Forgot Password.”
2. Enter the email ID associated with your account.
3. You’ll receive a password reset link via email. Click on it to set a new password.
4. Once reset, you can log in with your new password.
Are my personal details secure?
Absolutely! Your privacy is our top priority. We do not store any financial details (credit card, debit card, UPI ID, or bank account numbers). The personal data we collect—such as your name, email, phone number, and delivery address—is stored securely and used only for:
● Processing and shipping your orders
● Providing order-related updates
We never share your data with any third party. Your information is safe with us!
Troubleshooting: Payment Gateway Issues
What should I do if payment fails on the website, but the amount is debited from my account?
If you experience a payment failure on our website but notice that the amount was debited from your account, please follow these steps to resolve the issue:
1. Check Your Email
Look for any confirmation emails from us or your payment provider. Sometimes, the transaction may have gone through despite the error message.
2. Wait for a Few Hours
Transactions can sometimes take a little while to reflect in our system. Please wait for a
few hours and then check your order history or account balance.
3. Verify with Your Bank
Contact your bank or card issuer to confirm if the transaction was successful on their
end. Provide them with the transaction details, including the date and amount debited.
4. Contact Our Support Team
If the issue persists, please reach out to our customer support team with the following
details:
● Your order number (if available)
● Date and time of the transaction
● Amount debited
● Payment method used (credit card, debit card, UPI, etc.) You can contact us via:
● Email: [insert email address]
● Phone: [insert phone number]
● Live Chat: Available on our website during business hours
We’re here to assist you!