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    INTERNATIONAL
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    POLICIES
Frequently Asked Questions

INTERNATIONAL

  • Do you ship outside India?

    Yes, we do! We ship to: US, UK, Canada, Australia, Dubai and Singapore. We are adding more countries everyday. Please contact us to know if we can ship to your country.
  • How much is the shipping charge?

    It varies from country to country. Please add your favourite jewellery to the cart page to see applicable shipping charges PS: Subscribe to our newsletter to stay updated on special shipping promotions we might run :)
  • I live outside India but I want to have the order delivered in India. Is it possible?

    Yes it is possible to do that! Just change your shipping country to India and pay in Indian Rupees via any convenient payment option and get your order delivered to your loved ones in India. If you’re facing any issues, please write to us at internationalsales@caratlane.com
  • Is my international order covered by insurance?

    Yes, all our shipping is insured and shipped via reputed courier partners like FedEx, DHL, UPS!
  • Do I have to pay any additional custom duty charges for my order?

    No, the custom duties are included in the product price. You will not have to pay anything at the time of receiving your order.
  • Can I redeem the gift card for international orders?

    Unfortunately, we can’t redeem the gift card for international orders as of now. All CaratLane gift cards can be purchased and redeemed against Indian delivery orders.
  • Why is the price of the product in my local currency higher than the price in Indian Rupees?

    The price in dollars includes applicable duties, taxes and forex transaction charges that we incur when we ship to your country from India.
  • How can I return/exchange an item shipped internationally?

    We are currently not accepting returns or exchanges on international orders.
  • Can I cancel my order after it has been shipped?

    Unfortunately, once an order has been shipped out of India we can't cancel your order. For any queries please contact us on internationalsales@caratlane.com
  • How can I request a live video consultation or real images / video of the designs I like?

    You can share the details with us on internationalsales@caratlane.com
  • Can I place an order through the CaratLane app? If yes, how do I proceed?

    Yes, you can! Once you’re on the CaratLane app, please change the flag on the top right corner to the country of your choice.
  • Can you customise a design just for me?

    We are happy to help customise any design you have in mind and ship it to any international Pincode!
  • I live in India and want to pay in Indian currency but get it delivered to an international location. Is it possible?

    As per RBI guideline, we can only accept payment in foreign currency for an international delivery. You can pay in foreign currency via an international PayPal account or credit / debit card issued internationally.
  • Are xCLusive points applicable on international orders?

    You cannot earn or redeem your xCLusive points on international orders. Contact us at internationalsales@caratlane.com to know more!
  • Once I’ve placed my order, how do I track?

    The moment your order is cleared at customs and dispatched, we will share the tracking link with you. Incase of any queries before dispatch, please write to us at internationalsales@caratlane.com
  • Can I change my order delivery address after placing the order?

    Yes, you can. Just drop us an email to internationalsales@caratlane.com and we will take care of the same :) (P.S: Provided we haven’t shipped it out already)

PAYMENTS

  • Do I need to carry ID proof while shopping at CaratLane?

    If your purchase is over ₹50,000, at the time of payment we require you to provide us with government-approved ID proof (Aadhar card or PAN card).

TRY AT HOME

  • What is Try at Home?

    Try at Home is a service that you can avail to try our designs in the comfort of your home. It is a free service, with absolutely no obligation to buy. All you have to do is pick your favourite designs, and schedule an appointment as per your convenience.
  • Is Try at Home available outside India?

    No, Try at Home is available only within India.
  • Which are the cities in which this service is available?

    Try at Home service is currently available in Agra, Ahmedabad, Bangalore, Bhubaneswar, Bokaro, Chandigarh, Chennai, Cuttack, Dehradun, Delhi-NCR, Gandhinagar, Guwahati, Haridwar, Hyderabad, Jaipur, Kochi, Kolkata, Lucknow, Ludhiana, Mumbai, Nagpur, Pathankot, Patna, Pune, Ranchi, Surat, Vijayawada & Visakhapatnam.
  • Is the Try at Home service free?

    Yes, there are absolutely no charges for Try at Home.
  • Which products can I try?

    The products available for you are based on your location. Once you enter your pincode on the Try at Home page, you can select any of those designs.
  • How many products can I try?

    You can select up to 5 products for Try at Home. If you would like to select a few more designs to try, please contact us on +91-44-42935000, and we will help you with it.
  • How will you send me the products for trial?

    Our Try at Home consultant will visit your location to show you the designs, at a time and place that is convenient to you.
  • Can I request for a Try at Home at my office?

    Absolutely! You can request for the appointment to take place at your office, or any other indoor location.
  • What if the date or time slot convenient to me is not available?

    In such cases, we request you to contact us on +91-44-42935000, and we will try to arrange the appointment as per your convenience.
  • After trying on the products at home, can I place the order immediately?

    Yes, if you would like to purchase any of the designs you tried, you can place an order on the spot with our Try at Home consultant.
  • Are all the jewellery sent for the Try at Home appointment made of real gold?

    Yes, the jewellery we send to your home for trial is crafted with real gold and diamonds. If you place an order after the trial, you will receive the certificate of authenticity too.
  • What are the measures CaratLane is taking to ensure the Try at Home consultants are healthy and safe?

    - Our jewellery consultants use mask, gloves & sanitisers
    - We monitor & record the temperature of all our consultants every day via thermal screening
    - Every consultant uses the Aarogya Setu App to ensure they are healthy, and they have a limited number of appointments per day
  • What are the safety measures taken during the Try at Home appointments?

    - All our jewellery is sanitised with alcohol swabs before and after the appointment
    - We sanitise our bag, jewellery kit, mirrors, ring sizer, bangle sizer, iPad, and everything else we bring, to ensure your safety
    - For appointments in containment zones, we will first double-check with the customer if the entry is allowed and if it's a non-infected zone
    - Proper social distancing during the appointment is practised, and we also bring a new mask for the customer to wear

    Please note: We may need to check the status of the customer's health on the Aarogya Setu App.

XCLUSIVE

  • What are xCLusive Points?

    xCLusive Points are a special way of saying thanks for shopping with us! It is an extra benefit that we provide to you every time you shop on the App, Website or in a CaratLane Store. The xCLusive Points, can be redeemed on your future orders.

    Your xCLusive Points will be sent to you in the form of a gift card. Each gift card comes with a PIN number, and has an expiry date.

    P.S: Earning and redemption of xCLusive Points is not applicable on 22kt jewellery & international orders.

  • How to earn xCLusive Points?

    Earn by Completing Your Profile

    You can earn Rs. 250 worth of xCLusive Points by completing your profile. Psst... You'll also get an extra special birthday and anniversary offers!

    To complete your profile, go to your Profile in the "My Account" section and enter your details. Once you verify your mobile number, the xCLusive Points will be credited to your account.


    Note:

    • All fields except anniversary and profession are mandatory.
    • We need to verify your mobile number to credit your xCLusive Points.
    • You can use xCLusive Points instantly.

    Earn on Every Prepaid Order

    Now earn xCLusive Points every time you shop on the App, Website or in the CaratLane store! Use prepaid options like Credit/Debit cards or Netbanking to earn xCLusive Points. The xCLusive Points will be credited to you after 15 days from the date of delivery.


    Note:

    • You will not receive the xCLusive Points in case the product is returned under ‘15-Day Money Back’.
    • The xCLusive Points earned will be calculated on the basis of the invoice value.
  • How to redeem xCLusive Points?

    You can redeem xCLusive Points only while placing an order on the App or in a CaratLane Store.


    Online Process:

    You can redeem your points while placing an order on the App. During the checkout process you can select ‘xCLusive Points’ as your payment mode. Select the ‘xCLusive Gift Card(s)’ that you wish to redeem, and enter the PIN number from the email that would have been sent to your registered email id/ or the SMS sent to your registered mobile number, and then proceed to place the order.


    Store Process:

    The store team will help you redeem your xCLusive Points while placing the order.

    You will need to have the CaratLane App downloaded on your phone to redeem the points in a CaratLane store.

    xCLusive Points can be redeemed on Studded, Unstudded, Preset Solitaire and Shaya Jewellery only. You can redeem multiple ‘xCLusive Gift Cards’ on your order, if applicable.


    You can redeem:
    • Up to 20% on Studded Jewellery.
    • Up to 10% on Preset Jewellery.
    • Up to 10% or 500 Points (whichever is higher) on Unstudded Jewellery.
    • Up to 20% or 500 Points (whichever is higher) on Shaya Jewellery.

    Note: 1 Point = 1 Rupee.

    P.S: You cannot redeem your Points if you have applied a coupon on the order.

  • What are the terms and conditions for earning and redeeming xCLusive Points?

    • Your xCLusive Points will be given in the form of a gift card.
    • Each gift card will have a separate expiry date and PIN number.

    For Prepaid Orders, you will earn:

    • 3% on Studded Jewellery,
    • 3% or up to 1000 Points on Unstudded Jewellery,
    • 3% on Preset Jewellery,
    • 10% on Shaya Jewellery.
    • xCLusive Points can be earned on Unstudded, Studded, Preset Solitaire and Shaya Jewellery.
    • xCLusive Points cannot be earned on Gift Cards, Gold Coins, Mounts and Loose Diamonds.

    You can redeem:

    • Up to 20% on Studded Jewellery.
    • Up to 10% on Preset Jewellery.
    • Up to 10% or 500 Points (whichever is higher) on Unstudded Jewellery.
    • Up to 20% or 500 Points (whichever is higher) on Shaya Jewellery.
    • xCLusive Points can be redeemed on Unstudded, Studded, Preset Solitaire and Shaya Jewellery only.
    • xCLusive Points cannot be redeemed on Gift Cards, Gold Coins, Mounts and Loose Diamonds.

    • Your xCLusive Points can be used only on eligible orders while making payment.

    • You cannot use your rewards if you've applied a coupon on your order.

    • The conditions for earning and redeeming points can be changed by CaratLane.

    • Please note: xCLusive Points cannot be earned or redeemed on International orders.

POST SALES

  • Where is my order?

    To check the status of your order, please go to ‘My Account’ and check your order details. If you are unable to find the status, please call us at +91-44-42935000.
  • How do I place an exchange order and when should I do so?

    You can call us at our toll-free number or raise an exchange request on the CaratLane app.
  • How do I pay the excess amount if the exchange order is of a higher value?

    It can be done using a manual payment link, which will be shared via SMS / email or the balance can be paid as COD at the time of delivery.
  • How will I get a refund for the difference in amounts?

    The balance amount will be refunded to the same account from where the payment had been made. In the case of COD, the difference will be transferred to the bank details shared by you with our customer representative. Bank Details will have to be sent from the registered email address or mobile number only.
  • Can I exchange more than once?

    No, you can’t exchange your order more than once.
  • Do I need to a share a certificate for availing lifetime exchange?

    Yes, we will need a certificate to know the current value of the jewellery.
  • In which mode will I get my refund?

    The balance amount will be refunded to the same account from where the payment had been made. In the case of COD, the difference will be transferred to the bank details shared by you with our customer representative. Bank Details will have to be sent from the registered email address or mobile number only.
  • How many days will it take for the refund to reflect in my account?

    It’ll take around 7 to 10 business days for the refund amount to reflect in your account.

POLICIES

  • What is LIFETIME EXCHANGE?

    LIFETIME EXCHANGE is a policy where you can exchange or upgrade your jewellery/ solitaires anytime with us.

    TNC for Diamond and Gemstone Studded/ Gold/ Platinum/ Preset Solitaire Jewellery:


    Gold/ Platinum
    100% value of metal weight at the prevailing metal rate*

    Diamond
    100% of the prevailing diamond value*

    Gemstone
    90% of the prevailing gemstone value*

    Preset Solitaire
    100% of the prevailing solitaire rate

    * In case of any discount given during the original purchase on the metal and stone value, an equivalent amount will be deducted from the Exchange amount (Maximum value of Rs. 10 lakhs)


    TNC for Solitaires (loose diamonds):

    90% of the prevailing solitaire rate*
    *UPTO Rs.10,00,000
    TNC for Gold Coins:

    100% value of gold weight at the prevailing gold rate

    (Shipping charges: Rs 500)

  • What is LIFETIME BUYBACK?

    LIFETIME BUYBACK is a policy where you can sell your diamond jewellery and solitaires back to us. (Not applicable on gold coins).


    TNC for Diamond and Gemstone Studded/ Gold/ Platinum/ Preset Solitaire Jewellery:

    Diamond, Solitaire Jewellery and Studded Solitaire Mount Additional 10% will be deducted from the LTE value*

    Plain Gold /Platinum/ Gemstone Jewellery and Unstudded Solitaire Mount Additional 3% will be deducted from the LTE value *

    *Maximum value of Rs. 10 lakhs


    TNC for Solitaires (loose diamonds):

    80% of the prevailing solitaire rate*
    *UPTO Rs.10,00,000

    List your solitaire on our website for a nominal fee and set your own price for it*
    *OVER Rs.10,00,000

    (Shipping charges: Rs 500)
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