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FAQ's
Shipping, Order Tracking & Delivery.
Are there any shipping charges applicable to my order?
We offer free shipping on all orders above ₹499 within India. For international deliveries, Charge may varies depend on destination County.
How much time does it take to dispatch my order?
Your order will be shipped within 24 to 72 hours of placement. Once shipped, you'll receive a tracking link via email and SMS. For personalised jewellery orders, it takes up to 14 days for shipping. Made-to-order items will require up to 25 days for production and shipment.
How much time does it take to deliver the order?
It may take up to 48 hours for us to process your order after confirmation. Once your order is shipped, most deliveries are completed within 4 to 7 business days, depending on your location. You will receive SMS, email, and WhatsApp notifications once the order is shipped.
Can I get my order delivered faster or on the same day?
Although we strive to deliver your order as quickly as possible, we cannot guarantee same-day delivery. However, we are working on partnerships with top service providers to bring this option to you in the future. Stay tuned for updates! In the meantime, simply enter your pincode to check the estimated delivery date.
How can I track the status of my order?
We usually process and ship all orders within 2-3 business days of receiving them. Once your order is shipped, you will receive notifications via SMS, email, and WhatsApp with details of the delivery partner and your tracking ID. We are committed to providing a smooth and timely delivery experience and are here to assist with any inquiries you may have regarding your order’s status.
Do you deliver pan India?
Yes, we deliver to almost all pin codes across India. To check if we can deliver to your address, simply visit the product page and enter your pin code in the provided field. This will let you know if the product can be shipped to your location. We strive to offer wide coverage, but if you have any trouble or need further assistance, feel free to reach out. We're here to help and make your shopping experience as smooth as possible. Happy shopping, and we hope this information was helpful!
Do you deliver internationally too?
Yes, we deliver our products to All our world In which our delivery partner service is available.
Will someone call me before delivering the order?
Once your jewelry is out for delivery, our courier partner will send a text message. You will also receive a call from the delivery person before they arrive at your delivery address.
What happens if I am not available to collect the order?
If you're unable to collect the order yourself, we would suggest you to make arrangements such as asking neighbor to collect the order on your behalf. If that's not possible, you can ask the Delivery Executive to deliver the order to you on the following day. Please note that this is not an assured service and would depend solely on your interaction with the Delivery Executive.
Can I change the Address once the order is placed?
Please note that once your order has been processed, we will not be able to modify your shipping address, item, or contact number. If you need any changes, we recommend you reach out to our support team immediately, and we will do our best to assist you. However, please understand that we cannot guarantee that any changes will be possible at that stage. Please reach out to us at customer support at 9898444705 (from 10 AM to 6:30 PM). Better yet, raise a ticket and we'd be happy to assist you.
The order was not delivered but I got a message stating that it is, what to do?
We're very sorry for the issue you've encountered. Please reach out to us at customer support at 9898444705 (from 10 AM to 6:30 PM). Better yet, raise a ticket and we'd be happy to assist you. Kindly note that this matter requires an in-depth investigation by our logistics partner, which may take up to 72 hours. We truly appreciate your patience and understanding.
Items are missing from my order, what should I do?
All our dispatches are made from fully automated, digitised warehouses to ensure accuracy and prevent such instances. However, in the rare event that this occurs, please reach out to us at customer support at 9898444705 (from 10 AM to 6:30 PM). Better yet, raise a ticket within 72 hours of the item being marked delivered—we'd be happy to assist you. We will conduct a thorough investigation, which may take up to 48 hours. Your patience and understanding are greatly appreciated.
Return, Replacement & Exchange
What is your No Questions Asked return policy?
We understand that buying online can be tricky, and we want you to love your purchase! That’s why we offer a hassle-free 14-day return policy for all unused and unworn items no questions asked.
However, please note that Made-to-Order Gold jewelry, personalized jewelry, coins, and God idols are not eligible for returns. Items must be returned in their original packaging and remain unused. Besides, any FREE gift needs to be returned as well, if your order value goes below ₹2199. Refunds will be processed after a thorough check of the returned items as per ARTINE’s policy.
I didn't like the product. How can I return my order?
To place a return request, please follow the below steps:
Please go to our website and login with your registered email ID (which you used to place the order). In case you are not able to find the password, please click on Forgot Password, and a password reset link will be sent to your registered email ID. Please reset your password, and you will be able to login.
In case you do not have an account, please click on Create Account on the login page and create the account with the phone number and email ID that you used while creating your order.
Once you have logged in:
- Please choose the order number that you would like to return by clicking on it
- On the order screen, please click on Return
- Next, choose the items you would like to return and then the reason for return
- Click on Return and your return pickup will be booked, You will also receive an email confirmation for the same from ShipShop
- If you do not receive a confirmation email, please let us know and we will book your return manually
Please note that it takes us up to 3 working days to get the return pickup done from your location. In case your return pick-up is not done within 3 working days, please reach out to us at customer support at 9898444705 (from 10 AM to 6:30 PM). Better yet, raise a ticket, and we'd be happy to assist you.
Can I exchange the product if I don't like it with some other product?
In case you want to exchange your jewelry for another piece, we allow you to replace the jewelry with the same item or exchange it with another item for up to 14 days from the time of delivery of the order. Please note that in case of exchange, any price differences will be collected/refunded to you as the case may be.
How to replace/exchange the product/order?
In case you have received a faulty or incorrect item or you just want to exchange your jewelry for another piece, we allow you to replace the jewelry with the same item or exchange it with another item for up to 14 days from the time of delivery of the order. Please note that in case of exchange, any price differences will be collected/refunded to you as the case may be.
To place return through website:
Please go to our website and login with your registered email ID (which you used to place the order). In case you are not able to find the password, please click on Forgot Password and a password reset link will be sent to you registered email ID. Please reset your password and you will be able to login.
In case you do not have an account, please click on Create Account on the login page and create the account with the phone number and email ID that you used while creating your order.
Once you have logged in:
- Please choose the order number that you would like to return by clicking on it
- On the order screen, please click on Return
- Next, choose the items you would like to return and then the reason for return
- Click on Return and your return pickup will be booked, you will also receive an email confirmation for the same from Shipshop
If you do not receive a confirmation email, please let us know and we will book your return manually
Please note all replacement/exchange orders will be created and shipped out in 48-72 hrs. To replace or exchange an item, please reach out to us at customer support at 9898444705 (from 10 AM to 6:30 PM). Better yet, raise a ticket and we'd be happy to assist you.
What is the refund procedure for returned order?
Once a return request has been raised on the app or web, our pickup partners will reverse pick up your order in 3 working days from the day of booking the return. As soon as we are notified about a successful return pickup, we initiate the refunds within 48 hours of us receiving the update. Please note that refunds cannot be initiated unless a return pickup is done.
It usually takes us up to 48 hours to initiate the return process.
For Prepaid orders: returns are initiated directly to the original payment source.
For COD orders: Returns are initiated via a Razorpay Payout link, which we share with the customers who opt to return. Please enter the correct details in the link and choose the mode of accepting payment.
For wallet orders: Refund will be done back to the wallet. Please note that wallet refunds cannot be done to any other payment source in line with RBI guidelines.
For any combination of the above, all refunds will be done in the same proportion in which the payments were received, including partial refunds
In how many days will my return be picked up?
It takes up to 3 working days to get the return pick up done from your location, once the return request has been placed. In case your return pick up is not done within 3 working days, please raise a ticket and we'll get back to you.
Can I return two orders together?
In case you have placed return request for two of your orders, there's a possibility that the return might be picked by the same executive. However, we would request you to verify the same with the executive and handover only the required product to him. Please note that each order needs to be returned with its original packaging.
What happens if I want to return the product after return window is closed?
We're very sorry but we do not accept returns after 14 days. However, in such an instance we've got you covered through our Warranty Policy. In case of any issues with the product like fading etc., you can claim warranty and we will help you by replacing your product with a brand-new one.
Is Return policy applicable on all products?
The return policy is applicable for all products except Made-to-Order Gold jewelry, personalized jewelry and coins.
Wallet & Coins
Can I pay for my entire order from ARTINE Wallet?
Yes, you can pay for your entire order through ARTINE Wallet.
Can I pay for my entire order using ARTINE Coins?
No, only 20% of the order value can be paid with the ARTINE coins.
Personalized Jewelry
What Is Personalized Jewelry?
Personalized jewelry is a uniquely crafted piece designed just for you, featuring your or your loved one’s name, initials, or a special symbol. You can personalize in silver, gold plated and rose gold plated jewelry designs. Check out our exclusive Personalised Jewelry collection here
How much time will it take to deliver my personal jewelry order?
Please note that all personalized jewelry is made to order and therefore, once you place the order with us, it takes us about 12-15days for us to ship the personalized product.
Why do Personalized Jewelry orders take longer to deliver?
All personalized jewelry orders are custom-made, meaning they are not readily available and are crafted from scratch once we receive your order. Each piece undergoes a rigorous 3-step QC process to ensure only the highest quality reaches you. As a result, it takes approximately 10-15 days to ship the product.
For gold custom-made orders, the process takes about 25 days before shipping. We appreciate your patience as we create something truly special for you.
Can I Cancel my Personalized Jewelry order?
Since personalized jewelry is crafted specifically for your unique requirements, we’re unable to cancel the order once production begins. As each piece is custom-made, it’s not possible to reverse the process. We highly recommend reviewing your order carefully and double-checking details like finishes, spelling, and character cases before confirming your purchase to ensure everything is just as you want it.
Can I return my Personalized Jewelry order?
No, since your Personalised Jewelry is specially crafted just for you, we’re unable to accept returns.
However, we do offer a 14-day replacement policy for cases of breakage, fading, or if there’s a mismatch in the name.
Warranty
When and how can I claim Warranty?
You can avail of our 6-month warranty policy for any plating or manufacturing defects found within six months of delivery.
Please note:
- The warranty applies only to jewelry products and coins.
- Warranty claims can be made exclusively through the ARTINE website.
Coupons & Discounts
My Coupon Code is not working, what should I do?
Please note that our coupon codes are case sensitive. If your code isn't working, kindly double-check that the letters are entered in the correct case.
Some coupon codes have an expiry date, so the coupon may have expired if you're still attempting to use it after that date. In such cases, the coupon will no longer be valid.
Additionally, certain coupons may apply only to specific products or collections. Please ensure that the items you're purchasing are eligible for the coupon.
If you've verified all of the above and the code is still not working, don't hesitate to raise a ticket. We'll be happy to assist you further and help resolve the issue!
Can I combine multiple Coupon Codes?
Unfortunately, we do not allow you to combine multiple discount codes for one order. A lot of our discount codes are short-term festival/season-based discounts and hence, come with an expiry date.
Even if we do run 2 concurrent coupons, we currently do not offer them in combination. For more queries about coupons, you can raise a ticket and we're happy to assist!
I forgot to apply coupon code while placing the order? Can I apply it now?
Coupon code can be applied only while placing the order.
Product
Is ARTINE Jewelry made of Pure Silver?
Our jewelry is made of 925 Silver which is the purest form of jewelry grade silver used to make jewelry worldwide. Every piece of jewelry comes with a 925 stamp and an authenticity certificate, so you can be assured that you're buying a high-quality product
Do you use Natural Diamonds?
No, we use 100% lab-grown diamonds that are IGI/SGL certified - same like mined or natural diamonds. They offer the same exceptional quality as mined or natural diamonds. The difference only being the source of it. Lab diamonds are considered the future of diamonds and are 100% ethical.
How do I take care of my Silver Jewelry?
We make our jewelry with a lot of love and care. It is important to take care of your jewelry so that it retains its shine for a long time. Our jewelry is coated with rhodium which protects it from tarnishing or turning black and ensures long-lasting brilliance
Given below are a few caring tips to ensure proper care of your jewelry:
Store in a Plastic zip lock bag if not in use for an extended amount of time
Keep away from Perfumes, Soaps, Extreme temperatures, or anything acidic
Keep safe from impact: Like all jewelry, our jewelry is a delicate creation, and any physical impact can result in damaging/breaking the jewelry so please keep it safe from impact and do not pull or use any tools on the jewelry
Re-polishing: We hope that you do not need to re-polish your jewelry. But in case you do, please contact us or your local jeweler and get it re-polished
Will my jewelry look same as shown in the website images?
We take utmost care to ensure the images on our website are representative of how our jewelry looks. However, some designs may look slightly different in terms of lighting.
Profile & Account
Do I need to create an account to order on Website?
On the website, creating an account is not mandatory, and you can check out as a guest. That said, we strongly recommend creating an account before placing an order. Having an account allows you to easily track your order status, request cancellations or returns, view your order history, and access many other useful features.
I have forgotten my account password, what should I do?
No worries! If you've forgotten your ARTINE account password, simply go to the login screen and click on "Forgot Password." Enter the email address you used to register your account, and a password reset link will be sent to your inbox. By clicking on this link, you can reset your password.
Once completed, you should be able to log in with your new password.
Are my personal details secure?
Absolutely! We priorities customer privacy above all else. While we do not store any financial information (such as credit card, debit card, bank account numbers, or UPI IDs), any personal data we collect, such as your name, email address, phone number, and delivery address, is kept secure. This information is solely used for processing and shipping your orders, as well as providing you with order-related updates. Rest assured, we will never share your data with any third parties.
International Shipping
Do I need to create an account to order on Website?
International orders will take approximately 15 days to be delivered from the date of order placement. In the case of personalized jewelry, delivery may take around 30 days.
How much time will it take to deliver the orders?
On the website, creating an account is not mandatory, and you can check out as a guest. That said, we strongly recommend creating an account before placing an order. Having an account allows you to easily track your order status, request cancellations or returns, view your order history, and access many other useful features.
What're the Shipping Charges for International Orders?
For International orders, we charge depend upon destination County.
What're the return and warranty policies for International Orders
Our return and warranty policies apply to international orders as well. However, the customer will be responsible for the return shipping costs, as the returns will need to be shipped back at the customer's expense.
Payments & Refunds
How can I pay for my order at ARTINE?
We intend to make the purchase as simple and as seamless for you as possible. We accept all major modes of payment including credit cards, debit cards, cash on delivery (COD), bank transfer, UPI and a few others. We also offer card-less EMI through Ola, Simpl and Zest Money. However, at this time we do not accept any international cards.
If you have any queries about payment modes, do raise a ticket and we'll help you out.
What to do if the amount got deducted but I haven't got the order confirmation?
Once you have made the payment, please allow up to 10-15 minutes to receive an order confirmation email/text message. In case you do not receive any confirmation within 24 hours please do raise a ticket and we'll help you out
In the event that amount has been debited and we have received it we will manually create your order and ship it out. If the amount has not reached us, the payment gateway will automatically return the amount to your original payment source in 5-7 working days.
Do you offer EMI option for Payments?
Yes, we do offer EMI option. To avail EMI, option please select Simpl, Zest Money as payment mode at the time of payment.
Do I need to pay any extra charges on top of what is shown on the website?
Absolutely not! All prices shown on our website are inclusive of taxes! What you see on the website is what you pay.
In case you are asked to pay anything extra, please do raise a ticket and we'll do our best to help you!
What is the COD limit?
You can choose COD option on orders up to ₹15000. If your order amount is above this, please use a digital method of payment.
