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Birla Gold and Precious Metals Limited

 
 

FAQ's

 
Customer Login / Registration

1. From where can I log in to My Account?

Answer : On our home page at the top right corner you will see the option of "Sign In / Register". Click on it and you will be guided to the "log in" page.

2. From the My Account section, where can I check my order status?

Answer : After login in to your account, on the left side of the page you can see the option of My Order. Click on it and you will see the list of orders you have made with us. You can then click to the Track order and see its status.

3. I am unable to log in to My Account. Please help.

Answer : Please take a screen shot of the error message and send it across through an email. We will look into the issue. OR Call at our customer care team to resolve your issues.

4. How can I register with www.shagunn.in?

Answer : You can become a part of Shagunn family in easy and simple step. You need to click on "Sign In / Register" option on the top right corner of our website and provide us with some of your basic personal information.

5. How will I know whether I am registered with you or not?

Answer : We have self-service registration process, you itself create your own user id and password.

6. What do I do if I have forgotten my password or my password does not work?

Answer : If you have forgotten your password or it does not work for some reason, the first step we recommend is to try the Forgot Password; new password will email you on the registered email id. Even if this new password doesn't work, please contact Customer Support.

7. Do I need to type my address every time I order?

Answer : For registered users we offer the facility to retrieve saved addresses. For all new customers, as a onetime process need to filled the address (Shipping address / Billing Address) at the time of registration. Once you have ordered with us, your shipping address is saved in your My Account section. While placing any subsequent order, simply enter your email id/ user id and password to use this saved address. You can also login to the My Account section to manage your saved addresses.

8. I am unable to download your item pages. Every time I try to open this item, a pop up box appears. Please help!

Answer : There might be some problem with your system cookies. We request you to please delete stored cookies from your system and try again. It should sort out the problem.

9. In My Account I can see all the items with different status, what does it mean?

Answer : This indicates that the item is in process in our workshop or in-transit and will be shipped soon.

10. What about the privacy of the customer information?

Answer : Shagunn is using latest data encryption technology to ensure that your account information is not available to outside resources. Also we never authorize our customer's information to any third party. We consider that the privacy of our customer is extremely important to us. We are in the business of serving you and not selling the information of the customers. Your name, address and other information's are collected only to attend your order.

11. Where is your franchisee outlet located?

Answer : To locate our registered franchisee outlet, please visit our website www.shagunn.in

Customer to Know

1. Where is Shagunn located?

Answer : Registered Office: Morya Landmark II, 202 2nd Floor, New Link Road, Andheri (West), Mumbai 400 053.

2. Do you have stores? Can I visit you to see the jewellery?

Answer : NO, we don’t have company store. We have the Shagunn Registered Franchisee Outlet, were you can visit and see the available Jewellery. These stores are basic and the cost saved there is passed on as price benefit to our customers.

3. What is the best form of Contact?

Answer : Our Customer care executives are ready to greet your query, simply use any of the given below ways to reach us: 

Contact No: 1800 102 2066
Email: customer.service@shagunn.in

4. What if I want to cancel an order?

Answer : In such case you have to contact our customer care team. They will further assist you for cancelling process.

Shipping and Packaging

1. Do you ship internationally?

Answer : Currently this facility is not available.

2. How long it takes to deliver the product to my doorstep?

Answer : All our products are “Made to Order”, so it will take approx. 15 working days for your order to get shipped.

3. Can the Delivery be quicker than your estimated time?

Answer : You can contact our customer service executive before placing order and we will let you know if we can process your order quicker. Please contact us on 1800 102 2066 or email us on customer.service@shagunn.in  in such cases.

4. How will my order be delivered?

Answer : We use logistics and some private courier company (for all the items delivered within India). These methods of shipment are fully insured against losses, damages and theft in the event of shipment.

5. How safe is my jewellery in Transit?

Answer : Our methods of shipment are fully insured against losses, damages and theft in the event of shipment. Please do not accept any package that has been tampered. Your product will come in secured packing so you don't have to worry about the safety of your product.

6. How to know the status of my order?

Answer : See the status of your recent order by clicking on the 'My Order' tab on our website after login account.

7. What if I want to change my shipping address after placing an order?

Answer : If your product is not shipped we will try to ship your product to your new shipping address. Please contact our customer care 1800 102 2066 regarding the same.

8. Do you provide Shipping throughout India?

Answer : Kindly check here whether we are providing Shipping service at your pin code.

9. What is the estimated delivery time?

Answer : Our delivery date depends on the product selected as well as the shipping address provided by you. We have several products under the Same Day Shipping section. These are "Ready to Ship" products and will be delivered to your address within 5 to 7 business days. The rest of our products are 'Made to Order' and it takes us 15 to 20 business days to safely deliver this jewellery to you. This includes the time taken to individually handcraft each product and ship it to your delivery address. Please note that the business days mentioned do not include Sundays and festive holidays.

10. What if there is a problem with my Product?

Answer : If there are any problems with the quality of the workmanship of your piece we'll change it free of charge and pay the shipping too. If you damage a piece, we'll exchange it for you for a very reasonable fee plus shipping. We want you to enjoy your piece, not have it sitting in a box! If you are still not satisfied with product, you can return the product to us within 30 days, we have a 30-days Return Policy.

11. How will you ship my product?

Answer : Upon receipt of payment, products are shipped via logistic partner fully insured to its ultimate destination. Each jewellery is packed in elegant boxes.

12. I am placing an order to gift someone. Will she receive the price tags and invoice?

Answer : We have a facility to mention two different Address field (Shipping Address and Billing Address). For gifting someone mention the Shipping Address and to receive invoice to you mention Billing Address.

13. How do I check the current status of my orders?

Answer : Checking your order status is very easy. You need to log in to the My Account section and click the Orders tab. The order, and item, status will be available there.

14. How will I know when my order is shipped?

Answer : You will receive an auto-generated email or SMS from us with details of the item which has been shipped along with the tracking details. You can also check your order status on www.shagunn.in

15. Can I receive my order early even if the time to ship is 20 days?

Answer : For priority requests, we can try for it. But we cannot assure that we can make the delivery as per your request. Sometimes the product takes their due time in processing. If you have any time constraints then you can always opt for Ready to Ship products on our website.

16. I want to change the shipping address of the order as I am relocating to a different location.

Answer : You can surely change the Shipping Address till the item is not shipped. Please contact our Customer Service Team for the required amendment.

17. I had changed my shipping address from one city / state to another city / state to India. Will it be any charge for Shipping?

Answer : Shipping address can be change before placing order, once order place and want to change shipping address, such possibilities does not exist.

18. How do I track my order?

Answer : Before an order is shipped, you can login to the My Account section and view the Order Details to review its status. Once an order is shipped, we email or SMS the courier company's name and order tracking number to you. You can visit the courier company's website to track your order.

19. I should have received my order by now but I haven't. What do I do?

Answer : If you have the tracking information order number and name of the courier partner, please visit the courier partner's site and check for your order. You can call the courier partner with your reference number/ Airway Bill number for clarification. If you are not happy with the information, please contact our customer service with order number and we will be happy to help you.

20. I am going out of town. Can you expedite my order delivery?

Answer : We try our best to meet the requirements of our customers. If you require expedited delivery, you can raise a request for it with our Customer Support team and we will try our best to meet it. However, we cannot guarantee that it can be expedited. If you require your product on priority, we request you to see our exquisite range of Ready to Ship items.

21. What is billing address, shipping address? Can Billing Address and Shipping Address be different?

Answer : The address where you receive your Invoice is called Billing Address. The address where your orders are delivered is called the Shipping Address. Yes, you can give different addresses according to your convenience.

22. What is the Ready to Ship option?

Answer : Ready to Ship are those items that we can ship within 5 to 7 business days of receiving your order. View the complete selection of Ready to Ship items.

Product Information

1. Where is your jewellery made?

Answer : All of our Jewellery is made in India Only.

2. Does Shagunn have a catalog?

Answer : NO, we don't have a print catalog as of now. To view the latest design please visit at our website www.shagunn.in

3. How safe is my product?

Answer : Your jewellery is shipped in durable, tamper-proof packing that ensures that the contents remain intact. Your jewellery is fully insured till it reaches your doorstep, and we only work with reputed and established courier services like Blue Dart. Please do not accept any package that has been tampered with.

4. Can I customize a design?

Answer : Please call our Customer Care team and they will be able to help you. You can customize the gold purity and the diamond color-clarity combination online as per your choice.

5. Can I get the jewellery in a different gemstone or metal not offered on Shagunn?

Answer : Please call our Customer Care team and they will help you with possible choices.

6. Do pendants come with the chain?

Answer : NO, that the price mentioned near the pendant is for the pendant only, you would need to buy the chain for it separately.

7. Can I order a ring in a size that isn't offered on the site?

Answer : NO, our apologies as of now we do not accept orders for custom sizes.

8. What if I don't know the ring size?

Answer : We have a process to identity the rings size, please follow the process and identify your ring size.

9. Do you carry a specific style/gem?

Answer : You can use the drop down menus in our top navigation bar to browse by piece type or by gem. We also have very powerful text search. Just type what you are looking for in the search box in the upper right-hand corner of the site. You can find colors, styles, and price ranges this way also.

10. Is my jewellery authentic and certified?

Answer : All jewellery bought from Shagunn is certified by SGL, some of the most respected and trusted diamond grading bodies in the world.

11. Can I take a ring to my local jeweller to have it resized?

Answer : Of course, but we don't recommend it.
We can't accept returns of items that have been modified by someone else. Having someone else work on a piece also voids the 30 days return and lifetime exchange policy, because these kinds of modifications, when done incorrectly, can damage the gems or the strength of the setting.

12. What do I look for in a quality of a Diamond?

Answer : When you evaluate a Diamond, check for the four “C”s – Cut, Color, Clarity and Carat weight. You need to follow this primary guideline carefully for the above characteristics to determine the value of a Diamond. Refer our Diamond Guide.

13. What does Carat means?

Answer : “Carat” is the unit of measuring the weight of a Diamond. In actual terms, 100 points is equals on carat. Being a precious stone, diamonds are weighed on a scale with a balance so sensitive that even breathing can tip the scales.

General Information

1. I want to see your jewellery. Is there any physical store of yours?

Answer : Yes, we have physical stores (i.e. Franchise Outlet) and can visit and see jewellery available on the store.

2. Does every piece of jewellery come with Hallmark or any other certification?

Answer : All our jewellery is BIS hallmarked.

3. How can I know the perfect ring size?

Answer : Refer our ring sizing chart for tips on determining your size.

4. What if I want to resize my ring?

Answer : Suggested to every customer to check the size of your rings using the “Ring Size Table” before placing order, as we don’t accept return and resizing request for product.

5. In case if I lost the jewellery certificate, can I have a new one?

Answer : Yes you can get a duplicate certificate at decided charges but the new certificate will watermarked as Duplicate.

6. Can you make jewellery for design of my own?

Answer : Yes absolutely. Just send us the image of the design you'll like to make or visit at any nearest Shagunn Outlet. As soon as we get your design our jewel experts will work on the amount of gold & diamonds (if requested) needed and will get back to you with the approximate price in making that jewellery. To make jewellery of your designs call us on 1800 102 2066 or email us at customer.service@shagunn.in

 

Gift, Discount, Promo Code, Voucher

1. Do you have any promotional codes or do you offer any discounts?

Answer : As you know we already offer our jewellery 15% to 20% less than market price but still we do provide timely discounts and other promotional offers, which is display on the website.

2. Do you offer any additional discounts?

Answer : No, we do not offer any additional discounts. Our all-inclusive price is lower than most stores. Our products are offered directly from the manufacturer and with no overheads like rent, inventory costs, etc. We are able to pass on this benefit to all our customers by way of honest and competitive prices.

3. How do I Redeem the Coupon / Voucher / Discount codes on www.shagunn.in ?

Answer : Once you have selected a product that you wish to purchase, in the shopping cart review window, there is an option that says “enter your Coupon / Voucher / Discount codes” and click on apply. After validation of code the amount automatically adjusted in an invoice amount. In case of any excess amount is showing in the Invoice, can pay us the same by any mode of payment facility. Coupon / Voucher / Discount codes are not valid for Gold Coins and Solitaire, plain stones.

4. Can the Coupon / Voucher / Discount codes is adjusted after the purchase and before delivery?

Answer : NO, you cannot adjust the Coupon / Voucher / Discount codes after booking of any order.

5. Multiple Coupon / Voucher / Discount codes are valid for buying single product?

Answer : NO, at a time only one Coupon / Voucher / Discount codes against a product is accepting at the time of booking.

6. What happen if Coupon / Voucher / Discount codes are used to purchase the product and after that cancel the order?

Answer : Once the Coupon / Voucher / Discount codes is used to purchase the order and payment is done, then the Coupon / Voucher / Discount codes is invalid to use for any other product. Even though you cancel the existing order.

7. Can I use discount codes even if the item I am buying is on sale?

Answer : As the item is already on sale and on a discounted price, any additional discount will not be applicable to it.

8. I am unable to use my Gift Card, provided against an earlier excess amount paid, to pay for a new order?

Answer : Request you to send us an email at customer.service@shagunn.in with the code provided to you along with the item details, we shall assist you in getting the same redeemed.

9. When I use a discount code on the site, I am shown a discount code is invalid message.

Answer : All discount codes are subject to expiry. We request you to email us the code so that we can check the same from our side, and update you on it.

10. Is there any time limit to redeem the gift card?

Answer : YES, the gift card has validity of 1 year the expiry date is mention on the gift card.