FREQUENTLY ASKED QUESTIONS
Product Purchase and Delivery Questions
1.Things to keep in mind before buying designer jewelry online?
While the most important factor to keep in mind while buying designer jewelry online is obviously the design, the legitimacy of the online store also holds a significant value. One also necessarily needs to check the metal used to make the jewelry in order to not receive a product that looks different than the pictures. It is always advised to trust online stores that provide a certificate of authenticity with their jewels on their products, the way we provide.
- What is the estimated delivery time for AKSA jewelry?
Once you have placed the order it might take us upto 48 hours to process and to dispatch your order, once the order is confirmed. After that it will take 7-8 business days for the delivery.
- Do you ship all over India?
We ship to over 30,000 Pin codes, which includes cities like Delhi, Guwahati, Mumbai, Raipur, Hyderabad, Chennai, Patna, Bangalore and many more. Please contact our Customer Service team at firstname.lastname@example.org for more information.
- Is it safe to order on AKSA ?
Yes, it is safe to order on aksa.co We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.
- I have not received my order, what should I do ?
Our delivery usually takes maximum 7-8 business days. If you don’t get your order after 12 days, we sincerely apollogise and kindly contact us with your registered phone/email & order number and our team will solve the matter to the shipping partner on your behalf.
- When will my order be dispatched ?
Once you have placed your order, it will get up to 24 hours to process your order and after that it will get dispatched
- What to do If I Forget My Password?
If you have forgotten your password, click here to reset it or follow the FORGOTTEN PASSWORD link on the My Account page. Follow the steps and click RESET PASSWORD. We will send a link to the email address you have provided, which will enable you to reset your password.
- My order is unshipped, I would like to cancel my order
Sorry to hear that you would like to cancel your order. You can login to your account and cancel the order yourself. Just for feedback, please do let us know what caused you to cancel your order, this will help us improve in future.
- What can I do if I receive the wrong product or size ?
We urge our customers to check the products as soon as they receive them to ensure that they are in good condition and exactly what you have ordered. If you find anything wrong with the product, please contact us immediately!
- The order has been shipped, but I would like to cancel my order
Sorry to hear that you would like to cancel your order. Please note that your order has already been shipped, so we request you to please refuse the delivery of the product and the item will be sent back to us. If this is a prepaid order, we will initiate the refund once you have refused the delivery. Just for feedback, please do let us know what caused you to cancel your order, this will help us improve in future.
- Can I be featured on the Instagram account of AKSA ?
Of course! By purchasing one of our products, you join the AKSA Family. By posting photos of your AKSA products on Instagram and using our hashtags #aksajewelry #myaksa #aksafamily, you have a chance to be reposted on our official account.
- I haven't received a confirmation order email, what can I do ?
Make sure that you have noted the correct email address. We also kindly request you to please check your spam folder. The email might have been marked as spam by your email provider.
- Are there any additional or hidden costs?
No, there are no additional or hidden costs. Only 3% GST, which is already added to the price of the jewelry that you see on the website.
- I need to receive my order by a specific Can you help me?
We understand that you might have purchased the jewelry as a gift or would otherwise like to deliver it by a specific date. Please note that we will try our best to deliver your orders in time, but in some cases there might be some delays. Delivery on a specific day or before a specific date can be attempted from our side on a best effort basis, but these are not assured services. Please place the order and instantly send an email to email@example.com with your order number and expected delivery date.
- I need to change the delivery How can I do that?
If your order has not yet been picked up from our warehouse, we can definitely change your delivery address. Just reach out to us on any of our support channels and we will do our best to help! If the order has already been dispatched, there is very little we can do to update the address. If we have already shipped your order, we will call back the order and send you a new package from our side.
- How do I track my order?
We will keep sending you details of your order on your registered phone number and email. Once your order has shipped from our warehouse, you will receive an email notification with tracking information. Please also check your junk email. This email will have all your shipping information and ways to track your order. Please note you will not get tracking information until your order is processed and shipped. There may be additional shipping delays due to high order volumes.
- Can you call me on my number while delivering?
Our delivery partner will give you a call before delivering the order. However, this is not something that we can vouch for, since there are third party delivery agents involved.
- Someone else ordered this What is in the box?
We understand that you might not have placed the order that you have received. We get a lot of requests for gifting so it is possible someone might have put in a gift order for you. In order to not spoil the surprise, we request for you to wait to receive your gift and open with a smile!
- I am out of station. Can the product come when I come back to my house?
If your order is not yet shipped, we can hold on to your Please send us a reminder on when you would like us to ship it and we will move accordingly. Otherwise, if the order is already in transit, we will request the shipping partner to hold it for you for a few days and reattempt delivery, however, please note this is not an assured service. Alternatively, you can ask your neighbor/security to keep the parcel on your behalf.
- Can I pay online when the parcel arrives?
Most of our shipping partners offer to collect COD payment via GPay/PhonePe - so you can request the delivery person to receive the payment via UPI.
- My order was cancelled but I want to purchase the product.
Sorry to hear that your order was cancelled without your intention. For all COD and orders missing critical information, we reach out to customers to get a confirmation/update so we can ship their order. In case we do not hear back for 7 days, we might cancel your order. But if you would still like to receive your order, please let us know and we will recreate and ship out your order again.
Coupon code and discount
- The coupon code I have is not working
Sorry to hear that your coupon code is not working. Please note coupon codes are case sensitive, so please make sure that there are no typos while entering the code. It is also possible that the coupon code is old and might have expired, in which case, we request you to reach out to us with a picture of the code, and we will do our best to help!
- I forgot to apply for a discount Can I apply now?
Sure, please reach out to us with a screenshot of your discount code and if the coupon is eligible, we will return the amount to you as cashback once your order is received.
- Do you offer me a custom discount code?
We understand that you are looking for the best deal. Please note our standard applicable coupons are available on the website. Further, we run some discount campaigns around various festivals. For more details on discounts and best deals, please subscribe to our newsletter!
- Do you have any special offers for special occasions?
Our offers and promotions are designed centrally by our strategy team and we take into account most if not all special occasions. We request you to join our mailing list or keep visiting our website for updates on any new discounts and promotions.
- My AKSA jewelry is broken, what can I do ?
The quality of our product is a priority for us. Each product has a quality check but sometimes some can have quality problems due to human error. If you have a problem with your AKSA jewelry (damaged, broken or other), use the contact page of our website and send us some photos of the problem and we will do our best to solve it soon.
- If the stone color gets discolored?
You can buy our color stoned jewelry with assurance that the colors will not fade with day to day use. Please avoid any physical harm or other exposure to any acidic chemicals and the stones in your jewelry will stay good as new!
- Can I please have the pictures of the products?
Sure, please reach out to our care team with details of which product you are interested in and we will help you with jewelry pictures.
- I want to buy a pendant and matching earring set?
We have Sets as one of our categories where you can find predefined matching pendants and earrings. Please browse to Shop > By Categories > Sets. If you still need help in finding a match for one of the items in your cart, our care team will be happy to assist!
30. What kind of stones do you use ? Are they genuine precious stones?
we use High Quality Imported CZ stones and real AAA grade Fresh Water Pearls in our Jewellery.
- What is the size of a ring?
All our rings are adjustable, so they are free size!
- Could you please add a note while delivering the parcel. I forgot while ordering.
We understand that you may have forgotten to add a note at the time of placing the Please reach out to our support team (firstname.lastname@example.org) and we will do our best to help. However, please note that this is not an assured service, once the order has been placed without a note, there is a good chance that we may not be able to add the note despite you informing us before shipping, however, we will try our best
Payment and Billing
- What modes of payment do you accept?
We accept Debit and Credit Cards for Visa/MasterCard/AMEX, Net Banking, UPI, and Cash On Delivery.
33.What is the return policy?
Customers can return their order within 15 days after an order has been delivered. We have a reverse pick-up facility for most pin codes. For pin codes that are non-serviceable by our courier partners against the reverse pick-up policy, you will have to self-ship the product(s). If the product is eligible for a return, you may write to us at email@example.com and fill in the Return Request Form within 15 days of delivery to request return and refund. Only products which are unused, unworn, undamaged, with all its labels and tags completely intact, in original packaging, and eligible for return only can be returned.
34. How are returns processed?
Once you request to return a product via email, phone or website, a pick-up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated to your bank account or store credit.
For areas where the return facility is not provided by our logistics partner, you can use your own partner and ship it to our warehouse. Please send a confirmation email with the tracking ID.
Please ensure the items are packed securely to prevent any loss or damage during transit. All items must be in unused condition with all original tags attached and packaging intact. Within 48 hours of receiving the product(s), the complete amount + 100 (in lieu of courier charges) will be refunded.
35. Can I cancel my order?
You can cancel your order within 24 hours of ordering. Please fill the Cancellation Request Form or email us at firstname.lastname@example.org to request a cancellation. You will not be able to cancel the order by yourself on the website. AKSA reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.
36. How will I receive the refund for my cancelled or returned product?
In the case of prepaid orders, money will be returned to the bank account/ credit/debit card where the payment was made from. For Cash on Delivery orders, customers will be required to provide bank details where they would like to receive the refund via the Cancellation or Return Request Form.
36. How long does it take to receive a refund for a cancelled order or returned product?
We will process your refund within 5 business days in case of the cancellation of an order. In case of returns, we will refund the money after the product has been received by our warehouse and post completion of the quality check. Please note, this entire process takes 2 weeks after the return has been picked up.
37. Can I return part of my order?
Yes. You can return any products that are eligible for returns within 30 days of delivery. Please do note there are some items that are not returnable or exchangeable.
38. The product I want to return was bought on discount. Will I get refunded the full amount?
No. You will only receive the exact amount paid for the product
39. What kind of stones do you use ? Are they genuine precious stones?
We use High Quality Imported CZ stones and real AAA grade Fresh Water Pearls in our Jewelry.