Frequently Asked Questions
Everything you need to know about ordering, payments, delivery, returns, and the craftsmanship behind every Ratan Jewellers piece.
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What Can We Help You With?
Ordering
How do I place an order on Ratan Jewellers?
Browse our collections, select the piece you love, choose your size or variant, and click "Add to Cart". Proceed to checkout, fill in your delivery details, select a payment method, and confirm your order. You will receive a confirmation email and SMS instantly.
Can I place an order over the phone?
Yes! Our customer care team is happy to assist you place an order over the phone or via WhatsApp. Call us at +91 98765 43210 (Mon–Sat, 10 AM – 7 PM IST).
Can I modify or cancel my order after placing it?
Orders can be modified or cancelled within 2 hours of placement. After that, the order enters processing and cannot be changed. Please contact us immediately via phone or WhatsApp if you need to make any changes.
Is it safe to order jewellery online?
Absolutely. Every order is securely packaged, fully insured during transit, and dispatched only to the verified delivery address. Our website uses SSL encryption to protect your data.
Do you accept custom jewellery orders?
Yes, we specialise in custom-crafted jewellery. Visit our Custom Jewellery page or contact our team to discuss your design. Custom orders typically take 2–4 weeks and require a 50% advance payment.
Payments
What payment methods do you accept?
We accept UPI (GPay, PhonePe, Paytm), all major Credit & Debit Cards (Visa, Mastercard, RuPay), Net Banking, EMI (on cards and NBFC), and Cash on Delivery for orders up to ₹50,000.
Is EMI available on jewellery purchases?
Yes, No-Cost EMI is available on select Credit Cards and through NBFC partners (Bajaj Finserv, ZestMoney, etc.) for orders above ₹10,000. EMI options will be displayed at checkout.
Is my payment information secure?
Yes. All payments are processed via PCI-DSS compliant payment gateways (Razorpay / PayU). We never store your card details on our servers.
Why was my payment declined?
Payment declines can happen due to incorrect card details, insufficient balance, bank blocks on e-commerce transactions, or OTP timeout. Please retry or use a different payment method. If the issue persists, contact your bank.
Can I pay in instalments without a credit card?
Yes, we offer NBFC-based EMI (e.g. Bajaj Finserv) that does not require a credit card. You can also enquire about our in-store instalment plans by contacting us.
Shipping
Is shipping free on all orders?
Standard shipping is completely free on all orders across India. Express delivery charges may apply for select cities and will be shown at checkout.
How long does delivery take?
Metro cities: 2–4 business days. Tier 1 cities: 3–5 days. Tier 2 cities: 4–6 days. Remote areas: 6–10 days. International: 10–15 days. These are indicative and may vary during festive seasons.
How do I track my order?
Once dispatched, you will receive a tracking number via email and SMS. Use it on our Track Order page or directly on the courier partner website for real-time updates.
Do you ship internationally?
Yes, we ship to select countries including the USA, UK, UAE, Singapore, and Australia. International shipping charges and delivery times will be calculated at checkout.
What if I am not available to receive my order?
The courier will make up to 3 delivery attempts. After that, the parcel is held at the nearest hub for 5 days before being returned. Please contact us to reschedule delivery.
Returns
What is your return policy?
We offer a 7-day return window from the date of delivery for eligible items — including defective pieces, wrong items, or items significantly different from their description. Custom and personalised items are non-returnable.
How do I initiate a return or exchange?
Contact our customer care team within 7 days of delivery via phone, WhatsApp, or email with your order ID and reason. We will arrange a free reverse pickup from your address.
How long does a refund take?
After our quality team approves the return (2–3 business days), refunds are processed within 5–7 business days to your original payment method. Store credit is instant.
Can I exchange for a different design?
Yes. You can exchange for a different design of equal or higher value (pay the difference) subject to stock availability. Contact us within 15 days of delivery.
What is your lifetime exchange policy?
We offer a lifetime exchange on all gold and diamond jewellery purchased from Ratan Jewellers. Bring your piece to any of our stores, and we will apply the current gold market rate toward your new purchase.
Jewellery & Purity
What purity of gold do you sell?
We sell 18K, 22K, and 24K gold jewellery, all BIS hallmarked by a government-certified assay centre. The purity and hallmark details are mentioned on every product page and certificate.
Are your diamonds certified?
Yes. All diamonds above 0.25 carats come with a GIA or IGI certificate. Smaller diamonds are certified by our in-house gemologist. The certificate accompanies every purchase.
How should I care for my jewellery?
Store jewellery in separate soft pouches to avoid scratches. Avoid contact with perfumes, lotions, and chemicals. Remove jewellery before swimming or exercising. Clean gently with a soft cloth. Visit our store for professional cleaning.
Can I get my jewellery resized?
Yes, we offer resizing services for rings and bangles at our stores. Resizing is free within 15 days of purchase. After that, nominal charges may apply.
What is the making charge?
Making charges vary by design complexity and range from 8%–25% of the gold value. All charges are transparently listed on each product page with a breakup of gold value, making charge, and stone value.
Trust & Safety
Is Ratan Jewellers an authorised BIS hallmarking seller?
Yes. All our gold jewellery is BIS (Bureau of Indian Standards) hallmarked under the HUID (Hallmark Unique ID) system. You can verify the hallmark on the BIS Care app.
How do I know the jewellery is genuine?
Every piece comes with a BIS hallmark certificate, gemstone certificate (for diamond jewellery), and a Ratan Jewellers invoice with full purity and weight details. You can also visit our store for a free purity test.
Do you have a physical store?
Yes, we have stores across Odisha. Visit our Store Locator page for addresses, timings, and contact numbers of your nearest Ratan Jewellers showroom.
Is my personal data safe with Ratan Jewellers?
We take data privacy seriously. Your information is encrypted, stored securely, and never shared with third parties for marketing. Please read our Privacy Policy for full details.
Do you have a buyback policy?
Yes, we offer a buyback on all gold jewellery at the prevailing market rate minus applicable deductions. Visit any Ratan Jewellers store with your original invoice and certificate to initiate a buyback.
Still Need Help?
We Are Here for You
Did not find the answer you were looking for? Our customer care team is always happy to help you personally.
Looking for policy details?
Read our dedicated Shipping & Returns pages for full policy information.