Frequently asked questions
If you don’t find what you’re looking for, message us at care@ornamae.com or call +91 80000 00000.
Orders & payments
Placing orders, payment options, COD, gift cards.
What payment methods do you accept?
We accept UPI, all major credit/debit cards, net banking, and EMI through Razorpay. Cash on Delivery is available on orders up to ₹25,000 to most pincodes.
Can I cancel or modify an order?
Yes, within 2 hours of placing the order if it hasn’t been packed yet. Email care@ornamae.com or WhatsApp us. Once packed, cancellation isn’t possible but you can return after delivery.
Do you offer EMI?
Yes, on credit cards from HDFC, ICICI, Axis, SBI, Kotak, and a few others. 3 / 6 / 9 / 12-month plans appear at checkout when your card is eligible.
Are there gift cards available?
Yes. Gift cards are available in ₹1,000 to ₹100,000 denominations, delivered by email instantly, redeemable site-wide for 12 months.
How do I use a discount code?
Enter it at the cart or checkout page in the “Apply coupon” field. Only one code per order. Some codes have minimum order values or category restrictions.
Shipping & delivery
Timelines, tracking, COD, packaging.
How long does delivery take?
Most pincodes get delivery within 2-5 business days. Metro cities (Delhi-NCR, Mumbai, Bangalore, Chennai, Hyderabad, Pune, Kolkata) get next-day or 2-day. Remote pincodes (J&K, NE) take 7-10 days. Check your specific pincode in the cart for an exact estimate.
Is shipping free?
Free on orders over ₹999. Below that, ₹99 shipping applies. International shipping not available yet.
Will my order be discreet?
Yes. Outer packaging is plain corrugated cardboard with no jewellery branding visible. Inside, your piece is in our branded box with a tamper-proof seal.
Can I track my order?
Yes. You’ll get an email + SMS when your order ships with a tracking link. Most orders are trackable via Shiprocket within 6 hours of being packed.
What if I'm not home for delivery?
The courier will attempt 3 deliveries. If all fail, the package returns to us and we’ll email to reschedule or refund. We don’t leave jewellery unattended.
Returns & exchange
Return window, eligible items, refund timeline.
What's your return policy?
30 days from delivery for unused, unworn pieces in original packaging with tags + certificate intact. Engraved, sized, custom-made, and clearance-sale items aren’t returnable.
How do I start a return?
Log into your account → Orders → pick the order → “Return” button. Or email us with your order number and reason. We’ll arrange a free pickup.
When do I get my refund?
5-7 business days after we receive and verify the piece. Refund goes back to the original payment method. UPI refunds are usually faster (1-2 days).
Can I exchange for a different size or design?
Yes, within 30 days. Same value exchange is free. If the new piece costs more, you pay the difference; if less, we refund the difference.
Care & maintenance
Cleaning, storage, lifetime services.
How do I clean my jewellery at home?
Gold: mild soap + lukewarm water + soft toothbrush, dry with a microfiber cloth. Silver: same, plus a silver polishing cloth for tarnish. Demi: avoid water and perfume; wipe with a dry cloth.
How should I store my pieces?
In the original Ornamae box, kept dry, away from direct sunlight. Each piece in its own pouch to prevent scratching. Silver loves anti-tarnish strips.
Do you offer plating restoration?
Yes, on demi-fine and rose-gold plated silver. One free re-plating in the first year, ₹500-800 per piece after that. Send us the piece, we ship it back in 7 working days.
Will the gold change colour over time?
Solid gold doesn’t change colour. Gold-plated and rose-gold-plated pieces may show slight wear after 12-18 months of daily wear. That’s when re-plating helps.
Authenticity & hallmarking
BIS, certificates, buyback.
Is your gold BIS-hallmarked?
Yes. Every gold piece carries the BIS triangle, purity stamp (14/18/22 KT), and unique HUID number. You can verify the HUID on the BIS Care app.
Do diamonds come with certificates?
Yes. IGI or GIA grading sheet ships with every diamond piece showing cut, colour, clarity, carat. We don’t use uncertified diamonds.
Do you offer buyback or exchange?
Yes. We buy back gold at the day’s rate minus a 3% processing fee. Diamonds are bought back at 70-80% of the IGI-listed value. Stop by our Jaipur studio or ship the piece to us.
Custom orders & gifting
Personalisation, lead time, gift wrap.
Can I get a piece engraved?
Yes. Up to 25 characters on the inside of rings and the back of pendants. ₹299 fee, adds 2-3 working days. Engraved pieces aren’t returnable.
Do you do custom designs?
Yes, with a minimum order value of ₹25,000 and 15-20 day lead time. Email care@ornamae.com with a sketch or reference photo; we’ll send a quote within 48 hours.
Can I add a gift message?
Yes. At checkout, add gift wrap (+₹49) and a 250-character message. We’ll handwrite the note on a card inside the box.