Frequently Asked Questions - FAQs

Made-to-Order essentially means that the order is processed to be made specifically for you once you finish placing your order. The shipping and processing times depend on the items you’re ordering. The estimated shipping date is mentioned on the page of the item you are willing to purchase, kindly check that and plan accordingly. In case you need anything urgently, you may Contact Us for further help.

Every jewelry item is crafted on a Made-to-Order basis to ensure it is tailored to your preferences and of the highest quality. This approach allows us to offer personalized designs, precise sizes, and attention to detail, while minimizing waste and maintaining ethical production practices. By creating each piece upon order, we ensure it meets your unique requirements and exceeds your expectations.

Estimated Dispatch Date

The estimated dispatch date will be indicated above each product page & also at the check-out page. Please note that if there are customisations/engravings or personal changes in the order made by the customer, then there might be a slight change in the dispatch date. Make sure to check the dates indicated during checkout and on your confirmation email. If you are shopping for any particular event we would suggest to place your orders atleast 15 days prior.

The shipping fee is charged based on the subtotal before taxes and discounts.  Indicated delivery timeline does not include weekends, holiday and any unforeseeable delays on the courier’s end (weather, volume, traffic, etc). Estimated delivery date may be delayed if a change of delivery option was submitted on the customer’s end. Under normal circumstances it takes 3-5 working days in delivery of an order once dispatched anywhere in India. However, due to Covid, you may face delays in shipping country wide.

Currently, we are shipping ALL OVER INDIA and pincodes.

We do ship internationally on client demand, kindly connect with us on WhatsApp to talk to us and we will definitely help you out!

1. Your Order
   If you have a Mater Gems Jewels account, simply log in and select “My Orders” in the drop-down menu under your name. There, you can find the order number! If you haven’t created an account, no worries! You can create one anytime with the same email address used to place the order.Also note that with every order, we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder.
2.  Gift Order
   If you’ve been sent a gift, a gift receipt with the order number should’ve been included. Still can’t find it? Send us an email at contact@mastergemsjewels.com with the gifter’s name and their email address!

If you need to update or make a change to your order, please reach out within 24 hours of placing the order. As all orders are on made-to-order basis, we immediately start processing it as we receive the order hence we do not provide cancellations.  Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel or update your order upon request.

For customized and/or engraved pieces, once the order is placed, we will not be able to cancel or update the order.

Still need to talk to us? Connect with us at contact@mastergemsjewels.com

Feel free to reach out to us within 3-5 days of placing your order and we will try our best to accommodate the change before the order is processed. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we are unable to guarantee the change. Once the order is shipped, Mater Gems Jewels cannot change the address on our end, we will have to wait for the package to come back to us and ship it again to the updated address.

Your order takes approx 10-13 days to make, in that period, you will receive email updates on regular intervals as to where your order has currently reached. After the order is dispatched, you will receive your respective Tracking IDs via email along with all other tracking information.

As all orders are crafted on Made-to-order basis & created specifically for you according to your needs, items cannot be returned or exchanged. Mater Gems Jewels is happy to help with any sizing issues, if needed.

Reach out to us within 8 to 10 hours after receiving the package and we will happily help you out with the same and provide replacements if necessary. Please mail us on (insert email id).

Note: We will only replace the damaged items with a new piece referring to the same order that was placed. You will not be able to make any new changes to the order or ask for an exchange.

All damaged returns must be:

 – Unworn

-Have no signs of wear

-In its original condition with tags still attached (if any)

-In all original packaging (box and pouch included)

Please return your order back to us in the original packaging it came in (or smaller), no oversized or large boxes will be accepted as this increases shipping rates. Mater Gems Jewels will not be responsible for increased fees due to large packaging and reserves the right to ask for additional shipping fees if applicable. Should the returned item not meet the above return guidelines, Master Gems Jewels has the right to deny a return and have the item re-shipped to customers.

Make sure to check our return policy to see if your item is eligible for a return!

Mail us on support@mastergemsjewels.com with subject “ORDER RETURN”. We will check the viability/reason of the return and proceed further as needed

Yes! The first resize is on us. Reach out to us on WhatsApp on +91 91046 69929 or email us on support@mastergemsjewels.com within 48 hours of delivery. One of our experts will help you out regarding the return pickup of your ring & also provide help with identifying your true ring size.

Please note, only the first resize service of each individual item is free of cost. An item resized once if again needs another resizing, in such rare case the client will have to bear a minimal cost of 350/-

Resizing requests of an item will not be entertained after 48hrs of delivery.

To minimize the chances of recieving a wrong size, we highly suggest to have a quick chat with one of our experts online on the website or WhatsApp us on +91 91046 69929. The experts shall guide you to choose your perfect ring size to the best of their abilities.

925 Sterling Silver

A little love goes a long way! We believe passionately in sourcing and using the best quality materials we can find for our products. A little bit of wear and tear is, in our opinion, a sign that the product is loved and enjoyed. However, we appreciate that you will want to protect your items and keep them looking as good as new for as long as possible.

Here is what we recommend:

-Avoid contact with excessive water, harsh chemicals & direct excess heat.

-Store in a dimly lit space. Never store in direct sunlight.

-Keep the jewellery as clean as possible. When not wearing your jewelry, be sure to store it in the pouch it came in. This helps prevent scratching and maintain colour of the plating and finish.

-To keep your piece looking its best, gently rub the surface with the polishing cloth included in your order. Remove your jewellery when applying scents, lotions, sprays and hand sanitizers.

-It is best not to use DIY techniques for cleaning, getting it cleaned professionally once a year is highly recommended, by any local jeweller or you can send the products to us as well for cleaning purposes.

 

Pure Gold items

TLC is always needed, even for true Gold – to keep their beauty and patina as long as possible, scrub lightly with a fresh toothbrush and warm water. Make sure to rinse away any excess residue! You can also buff your Pure Gold pieces gently using the polishing cloth included in your order.

Precious metals and Diamonds require care and attention to extend their lifetime. Although made for everyday wear, rings need routine care. We recommend the rings be cleaned and inspected every 6-12 months (through your local jeweler). For regular maintenance, you can use the polishing cloth included in your order to buff the surface.

• We provide 2 years warranty on repairs & maintenance on all our 925 Sterling Silver pieces. This means that for 2 years from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewellery occurs. Just contact us and we’ll take care of the rest.
  
  For our pure gold owners, we’re here to stay for an even longer run! We provide 5 years warranty on our pure gold pieces.
  
  All jewelry pieces are hand-crafted in our own in-house manufacturing unit, ethically sourced pieces that are made to last. We’re confident in the quality of our product hence the 2-year warranty. This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Master Gems Jewels.
  
  Services covered under warranty:
  
• Replacing CZ Diamonds, in case of loss of Diamonds due to impact or wear and tear
• Repairing prongs (if damaged/broken)
• Thorough professional cleaning of the item
• Checking for internal damage, if any
• Repolishing

All the services above are absolutely free of cost, the client will only have to bear minimal shipping charges and leave the rest to us, we are sure you’ll be uber happy to receive your piece as good as brand new!

Note: You may also wish to get the product replated in any variant of your choice, however replating is NOT covered under warranty hence there will a minimal charge for the same.

If the jewelry is defective or you received a wrong order, please send your order number and a photo of the defective or incorrect piece to support@mastergemsjewels.com with subject “Defective item received”.

Our customer support will be happy to help resolve it as soon as possible.

We don’t recommend having our products worked on by outside jewellers as this voids any potential for claiming the warranty (should a defect develop due to their work). This includes resizing or any type of repair work. We will not be responsible if any defect occurs due to involvement of a third-party jeweller working on our jewelry.

We do offer repair and resizing service. If needed, please send your order number and a photo of the damaged piece to support@mastergemsjewels.com with subject “Damaged Product". Kindly give us 24 to 48 hours to resolve your query.

If everything with the product is awesome but unfortunately it doesn’t fit right, no worries! Reach out to us within 48 hours of delivery regarding the size issue and we will replace the product with an appropriate size that will fit you correctly. Kindly send a picture wearing the ring (be it loose or tight) to support@mastergemsjewels.com with subject “Size Issue” and we will assist you further.
Kindly provide us 24 to 48 hours to resolve your query.

Yes, we offer customization of piece as per your design. Please write us at customize@mastergemsjewels.com with your requirements.

We offer options to pay via UPI, Credit cards, Debit cards and net banking options.