Frequently Asked Questions
About Us
Who is Ayana Jewels?
Ayana Jewels is a luxury jewellery brand specializing in fine gemstones and precious metals, serving both retail and wholesale customers worldwide.
Payment Methods
What payment methods are accepted?
We accept international payments via Credit & Debit Cards, Cashfree Payments, Razorpay, and Bank Transfer. All orders must be prepaid.
Cash on Delivery (COD) is not available for international orders. Transactions are processed securely in USD or supported local currencies.
Orders
How will I know my order is confirmed?
You will receive a confirmation email once your order is placed.
What is the processing time for orders?
Processing time is 7–15 business days for standard items and 30–45 days for bulk/wholesale orders.
Will I get tracking details?
Yes, tracking details will be shared once your order is shipped.
Warranty
Do you provide a warranty on jewellery?
Yes, all jewellery comes with a 12-month warranty covering manufacturing defects. This does not cover normal wear, misuse, or third-party alterations. Repairs beyond warranty are available as a paid service.
Customization
Can I request custom designs?
Yes, we offer custom designs and personalization services. However, customized or engraved jewellery cannot be returned or cancelled once in production.
Shipping
Do you ship internationally?
Yes, we provide worldwide insured shipping through reputed partners like UPS, FedEx, and (Foreign Post Office) FPO.
How much does shipping cost?
Shipping charges are calculated and displayed at checkout based on the destination country.
What are the delivery timelines?
Retail orders: 7–15 business days. Wholesale orders: 30–45 business days. Please note, delays due to customs clearance are beyond our control.
Duties & Taxes (DDP)
Are import duties and taxes included in the product price?
Yes. All international orders are shipped under DDP (Delivered Duty Paid) terms. Product prices include all applicable import duties, customs charges, VAT, GST, tariffs, and local taxes.
Will I need to pay any duties or taxes upon delivery?
No. Customers are not required to pay any additional customs duties or taxes at the time of delivery.
Who handles customs clearance and duty payment?
Ayana Jewels handles customs clearance and payment of all applicable import duties and taxes on behalf of the customer.
Can customs delay my shipment?
Yes. Customs authorities may inspect shipments, which can occasionally affect delivery timelines.
However, all duties and taxes are prepaid under DDP (Delivered Duty Paid) terms, and no additional customs or import charges will be passed on to the customer at the time of delivery.
What shipping method does Ayana Jewels use for duties?
All international shipments are sent under DDP (Delivered Duty Paid) terms. Ayana Jewels manages customs clearance and pays all applicable import duties and taxes on behalf of the customer.
Customers are not required to pay any additional duties or taxes upon delivery.
Repair
Do you provide repair services?
Yes, repair services are available for damaged jewellery (charges may apply). Please contact our support team with product details for assistance.
Repair / After-Sales Shipping
Do you provide repair services?
Yes, repair and resizing services are available. Charges may apply depending on the service required.
Who pays shipping, duties, and taxes for repairs?
For repair, resizing, or after-sales service shipments, all shipping charges, customs duties, taxes, and clearance fees (both to and from Ayana Jewels) are borne by the customer.
Order Refusal due to Duties
What happens if I refuse to pay customs duties or taxes?
If an order is refused due to non-payment of import duties or taxes, the shipment may be returned or abandoned by customs.
In such cases, shipping charges, duties, and taxes are non-refundable, and additional charges may apply.
Customs Delays Clarification
Can my order be delayed due to customs clearance?
Yes. Customs clearance times vary by country and are beyond our control. Ayana Jewels is not responsible for delays caused by customs inspections or clearance procedures.
Estimated Duties – Non-Binding
Are duty and tax estimates final?
No. Any duty or tax estimates shown on our website are approximate and provided for reference purposes only.
Final charges are assessed by customs authorities at the time of import.
Courier Authority
Who collects import duties and taxes?
Import duties and taxes are collected directly by the courier company (such as UPS or FedEx) on behalf of the destination country’s customs authorities.
Returns & Exchanges
Can I return or exchange a product?
Returns or exchanges are accepted only in eligible cases as defined in our Return & Refund Policy.
Products must be unused, in their original packaging, and approved by our Quality Control team.
Customized or engraved items are not eligible for return or exchange.
Refunds
How are refunds processed?
Refunds are processed within 15–25 business days after inspection of the returned product.
The refunded amount is credited to the original payment method used at the time of purchase.
Will duties or taxes be deducted from my refund?
No. For eligible returns, customers receive a refund of the product price paid, with no deduction for duties or taxes.
Duties and taxes are already included in the product price under DDP (Delivered Duty Paid) terms.
Cancellations
Can I cancel my order?
Orders may be cancelled within 24 hours, provided that processing has not already started.
Custom or personalized items cannot be cancelled once production begins.
Contact Us
How can I contact Ayana Jewels?
📧 Email: support@ayana-jewels.com
📞 Phone / WhatsApp: +91-7300069729
🌐 Website Contact Form: www.ayanajewels.com