Client Services
Frequently Asked Questions
A considered guide to ordering, delivery, commissions and jewellery care.
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How can I contact Arnav?
Call +91 8884431216 or email support@arnav.in. For an existing purchase, include your order reference.
When is my order confirmed?
An automated confirmation acknowledges receipt of your order. Final acceptance follows verification and confirmation for fulfilment. Adding a piece to your shopping bag does not reserve it or guarantee its price.
Which payment methods are available?
Online payments may be made through UPI and net banking, processed through Razorpay. Cash on Delivery and online EMI are not currently offered. Full payment is required unless expressly agreed otherwise.
Are taxes included, and how long is a quotation valid?
Domestic prices are displayed inclusive of 3% GST unless expressly stated otherwise. Unless stated otherwise in writing, a Price Upon Request quotation is valid for 24 hours from issue and applies only to its stated specifications.
Can I cancel or amend an order?
You may request cancellation of a ready-to-ship order before dispatch. Cancellation of an accepted order by the customer carries a 3% cancellation and payment-processing charge. Orders cannot be cancelled after dispatch. Amendments depend on operational feasibility. Made-to-Order and commission cancellations have separate conditions.
When will my jewellery arrive?
Ready-to-ship jewellery is ordinarily dispatched within 3 business days after acceptance, successful payment and verification. Domestic delivery is ordinarily expected within up to 10 business days after dispatch. Monday to Saturday are business days, excluding public holidays. These are estimates; production and international timelines may differ.
How should I receive and open my delivery?
Secure delivery may require an OTP, signature or identity verification. Do not share the OTP until the parcel is physically available for handover. For condition-on-arrival claims, record a continuous, unedited unboxing video beginning before you open the outer package or security seal, showing the label, seals, full opening process and all contents.
What if my parcel is damaged, incorrect or marked delivered but missing?
Report a delivery discrepancy within 24 hours of recorded delivery and provide your order details and supporting evidence. Retain all packaging and documentation, and do not wear or alter affected jewellery. An unboxing video is required for condition-on-arrival claims, but not where the parcel was never received. Claims remain subject to assessment and applicable rights.
Can I return jewellery if I change my mind?
Arnav does not operate a general change-of-mind returns programme. A qualifying claim, such as a verified manufacturing defect at delivery or an incorrect product, remains subject to evidence, inspection and approval. Eligible Member benefits are separate. Never send jewellery back without prior written authorisation.
Does my jewellery have a fixed-duration warranty?
A purchase does not create a general fixed-duration warranty. Manufacturing concerns are assessed individually. Normal wear, accidental damage and third-party alterations are distinct from manufacturing issues. The eligible Member care benefit is a service benefit, not a two-year product warranty.
How do I arrange a repair or resizing?
Contact Client Services before sending jewellery. We may request purchase details, photographs and information about the concern. Repairs and resizing depend on technical assessment; not every piece can be safely altered, and work may be chargeable.
How should I care for my jewellery?
Apply perfume and cosmetics before wearing jewellery. Remove it before bathing, swimming, exercise or manual work. Avoid harsh chemicals and impact, and store pieces separately. Cleaning methods depend on the metal and gemstone. Stop wearing a piece if a stone becomes loose or a structural concern appears, and contact us for guidance.
How do Bespoke Commission and Heirloom Revitalisation work?
Bespoke creates an entirely new piece; Heirloom Revitalisation transforms client-owned jewellery. Both are currently accepted in gold only, generally with a minimum commission value of ₹5,00,000, subject to Arnav’s discretion. A non-refundable ₹25,000 deposit precedes design development. The usual estimate is 6 to 8 weeks, subject to each service’s terms, approvals, materials and complexity.
How can I become an Arnav Member?
Membership is complimentary but does not arise automatically from a purchase. Eligibility requires a qualifying completed purchase and successful enrolment in Arnav’s Member records. Historical purchases before the programme do not create retrospective new-enrolment eligibility. Benefits generally apply to eligible purchases after enrolment; the initial qualifying purchase does not receive benefits retrospectively.
Can I combine a Member benefit with another offer?
Unless Arnav expressly states otherwise in writing, coupons, promotional discounts, Member discounts and value benefits cannot be combined in the same transaction. Use one eligible benefit.
How do I make a privacy or communications request?
Email support@arnav.in for privacy, correction or communications requests. We may need to verify your identity. Available rights and any required record retention depend on applicable law. Promotional preferences are distinct from communications needed to administer a purchase, service or membership.
These answers offer a quick guide. The full policies set out the applicable conditions and do not restrict rights that cannot lawfully be excluded.