a. LOCATION & CONTACT DETAILS

1. Head Office in Panchkula– Location & Timing

• Our Head Office is based in Panchkula, Haryana, India.
• We are open all days except Monday, from 11 am to 8 pm.
• Google Map Location -https://maps.app.goo.gl/sQzgW5uuppWrZR1v9

2. Email ID

• Our email ID is mail.payalwala@gmail.com .

3. Calling / WhatsApp Helpline

• Yes, you can reach us at +91 9465743916
• In case your call goes unanswered for multiple times, please write to us at mail.payalwala@gmail.com with your name and number and we will call you back. We normally remain busy with store clients and sometimes it may get practically difficult to handle calls at peak hours. We hope to get dedicated helpline team very soon.

4. Social media connect

• Instagram – You can send us a message on our Instagram handle: www.instagram.com/payalwala.com_official

b. PLACING AN ORDER

1. Online on www.payalwala.com

• You can place your orders online directly on www.payalwala.com. You can complete the checkout process by either of the payment gateways – Pre-Paid or cash-on-delivery.
• You can create an account on www.payalwala.com to keep a track of all your orders (recommended) or you can checkout as guest as well.

2. Ordering through helpline

• If you are facing issues placing an order online on the website, you can contact our helpline number for assistance. Team will help you place order either online or in offline model. However, orders cannot be placed in cash-on-delivery mode through helpline.

3. Possibility to include a note?

• Yes, we can certainly include a handwritten note corresponding one or many products contained in an order. You can mention the text while placing the order online on www.payalwala.com against each product.Yes, we can certainly include a handwritten note corresponding one or many products contained in an order. You can mention the text while placing the order online on www.payalwala.com against each product.

4. Assistance required for any of the products or checkout process?

• Colors – We make sure that images are as real as possible without any special effects. But colors slightly vary on various screens (mobiles / laptops / desktops). Most creations are handmade and so they might slightly differ from the image. Natural stones might have shade differences too.
• Dimensions – For most of the products, sizes will be mentioned in detail. Please refer to the size, description and material section on the product specific pages that get opened after you click on the product image. If you do not see size details or have any queries around the size, please reach out to us before confirming the order and we will help you with the exact size details at the earliest possible.
• In case of any other queries, please feel free to reach out to our helpline on 9465743916 during 10 am to 8 pm and we will be glad to help you.

c. SHIPPING AND DELIVERY

1. Domestic Delivery – Charges and Timing

• As of Now, Shipping is FREE in case of Standard & COD Delivery, but in case the cost of shipping increases and goes beyond our control the suitable charges will be applicable.

2. How do I track my order?

• We will provide you the AWB number to track your order. Also, you will get a notification email within 24 hours of shipping the product.
• Should you have any questions about your order dispatch, we’re just a quick email or phone call or a WhatsApp message away: Helpline: +919465743916 and www.payalwala.com All days 10 am to 8 pm.

3. Where is my order processed from?

• Orders are processed from our operational center in Panchkula, India.
• Orders will be delivered to the shipping address you submit at checkout.

4. Who will deliver my order?

• Within India, we ship through recognized courier company i.e. Delhivery. Our delivery partners will attempt to deliver the package thrice before they return it to us.
• Please provide a mobile number that you are available at, and your complete shipping address including the pin-code and a landmark nearby. This will help us ensure smooth delivery of your order. At the time of delivery, if the packaging looks damaged or tampered, please do not accept the package.

5. If I have placed two separate orders, can you combine the orders and offer me
reduced shipping?

• Unfortunately, once your orders are placed we cannot combine multiple orders due to regulatory and compliance issues. Shipping will be applicable on every new order.

6. Shipping terms and conditions

• Sundays and public holidays are not set as business days for standard deliveries.

d. PAYMENTS

1. What are the accepted payment methods for domestic transactions?

• We accept the following modes of payment for domestic transactions through Paytm& COD payment gateways:
  – Credit cards – Mastercard, Visa, American Express, Rupay
  – Net Banking – all major banks
  – Debit Cards – all major banks
  – UPI (BHIM, Google Pay, Amazon Pay, Phone Pe etc.)
  – Wallets (PayTM etc.)

2. What are the accepted payment methods for cards used outside India?

• If you are paying with a card issued outside India, please use PayPal as the payment gateway to complete your purchase.
• It does not matter whether delivery address is in India or outside India if the card is issued outside India. There could be some lag in processing the order if you order through PayPal gateway. In case of any issues, please reach out to us on our helpline +91 9465743916 (Voice / WhatsApp).

3. What if my card has been charged multiple times for the same order?

• If your card has been debited multiple times at the payment gateway(s) while making a single purchase, you may call us on our helpline number +91 9465743916 and we will help resolve the matter.
• However, please note that, typically all payment gateways run one batch a day to find out failed transactions and transactions in which amounts got deducted but orders are not placed through. Such transactions are automatically put through payment gateways’ refund methods and get credited back to customers’ original mode of payment in 5 – 7 working days. In these kind of transactions, we do not have any control to fast-track the process. Hence, we request all our patrons to have patience and support us in this regard.

e. EXCHANGES / RETURNS / REFUNDS

1. Policies

• Product once sold cannot be returned OR exchanged. There are no refunds available either.
• We take utmost care while packing the products in case of shipping through our courier partners. However, if the product gets damaged during shipping, we will replace the same product. It is subject to the recipient sending us the unboxing Video and photo within 8 hours of delivery. Team Payal Wala will verify the damages and confirm the exchange. Buyer needs to send us back the damaged product within 7 days through a normal courier and after confirmation in email from Team Payal Wala. Products sent back without a consent from Team Payal Wala will not be considered for replacement.
• Products returned after 7 working days will not be accepted for replacements. Once the damaged product is received, we will send a replacement product. If the same product is not available for shipment, we will issue you a “Credit Note” and you can redeem it against any of our products. Credit note does not have any expiry. Please note there will be no money refunded in such cases. In a rare case wherein, order is placed but the product is not available due to inventory mismatch, our team will inform about it to the buyer. Buyer has an option to pick something else of the same value // or // have that money kept in a credit note // or // get a full refund of the amount paid on the original mode of payment.
• If you are not sure about how to wear a particular jewelry creation you are interested in, please feel free to reach out to us on our helpline number +91 9465743916. We cannot exchange jewelry creations damaged during any of the trials.
• At the moment, we do not have a facility to pick up the damaged product from your doorstep even if the exchange is approved. Although we intend to expand rapidly, we are a small team right now. You will need to ship the product back to us with appropriate packing and through normal courier service. Shipping cost incurred by you (max INR 100) will be reimbursed to you.

2. When will I receive the exchanged item?

• Once the item dispatched from your end reaches our center in Panchkula, the replacement product will be shipped out to you and will reach you in our standard delivery time i.e. 5 – 7 working days for domestic shipments. In case there is an additional time required, we will notify you beforehand. against the amount lost.

f. CUSTOMIZED CREATIONS

1. Can we make customized rings / pendants (Alphabet series)?

• Yes, we can make calligraphy oriented customized rings or pendants.
• It takes about 3 – 4 weeks of time to make such creations.
• Pricing starts from INR 6500 (incl shipping within India and GST) per creation in Alphabet series.
• Full payment is required to be paid in advance for such creations.
• Alphabet creation can be sent as a gift with appropriate packaging.
• For your requirements, please send an email to www.payalwala.com or feel free to reach out to our helpline number +91 9465743916.

2. Can we make custom jewelry?

• Yes, we can make customized creations in pure silver. However, you are requested to send details of your requirements to our email 9465743916. Once the details are received, we will evaluate them and inform you whether such a creation can be made. For any queries, please feel free to call our helpline number +91 9465743916.
• Typically, it takes about 3 – 4 weeks to make a customized jewelry creations.
• Costing of the customized creations depends entirely on the design. There could be a +/- 10% variance in the estimate and the final pricing depending on the weight of the creation.

3. Can we replicate a design?

• Can we replicate a design?

4. Can the customized jewelry be shipped outside India?

• No, customized jewelry cannot be shipped outside India.

g. SIZE GUIDE

1. Do we have a guide to understand various sizes of earrings, necklaces, bangles, rings?

• Yes, please refer to the attached chart / image.

h. JEWELRY CARE

1. Are their any tips for storing the jewelry?

• Store in:
  Plastic ziplock or the pouch with plastic cover provided by us! Please do not use fancy cloths, velvet pieces, wooden boxes etc. for storing your jewelry creations.
• Avoid from:
  Perfumes, soaps, water, humidity, mositure, extreme temperature or anything acidic!

2. Are the jewelry pieces breakable?

• Yes, they are. All jewelry pieces are delicate creations so please do not pull them or handle them roughly. We do not replace broken jewelry.

3. Is there a need to re-polish the jewelry? If yes, how do we do it?

• Plating / polishing may fade over a period of time and yes, you may need to re-polish your jewelry.
• Your local jeweller can do it for you or you can contact us for the same. We can re-polish your jewelry at nominal charges.
• We do not polish jewelry creations not bought from us.

4. What if silver creations turn black?

• Silver jewelry is hand polished once the creation is ready. After it is exposed to atmosphere, anything in silver is prone to oxidation. Silver finish as original can be brought back by cleaning silver jewelry with silver cleaning cloth. It is available with us at an extra cost.
• In case of any queries, please feel free to contact us on +91 9465743916.

i. COLLABORATIONS

1. Looking for collaborations?

• Please write to us on www.payalwala.com with your details and proposal. We shall respond back to you at the earliest.

j. RESELLING ELOTIC CREATIONS

1. We are open to work with franchise in India. Intrested parties can call us at 9465743916 or write us at www.payalwala.com