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Frequently Asked Questions

Orders and Payment FAQs

What means can I use to pay for my order?

  • Domestic: Credit/debit cards, Internet Banking, UPI, QR, and EMI. Higher-value orders, above INR 5 Lakhs (~USD 5,700) must be paid via Bank Transfer, NEFT or IMPS. Multiple payments via a provided link are required for other methods upon your email request at ecomsupport@auwlassembly.com.
  • International: International Credit Cards and Bank Transfers.
  • Email/phone orders: Secure payment link or bank wire transfer.
  • Payments on www.auwlassembly.com are accepted in INR for domestic orders. International credit cards convert payments to INR.
  • Please Note – By placing an order, you acknowledge that you have read, understood and accept to be bound by the Terms & Conditions ("Terms of Use") and Policies of this site. You confirm that all details provided by you are accurate and final. No changes, cancellations, or modifications can be made once the order is placed. AUWL Assembly is not responsible for errors or incomplete information in the customer-provided details, including shipping details and customization requests. These Term of Use and Policies may be amended or changed by us at any time at our discretion. You agree that your continued use of this website after any such amendment or change shall constitute your agreement to any such changes.

Do you offer ‘Cash on Delivery’?

  • No. We do not accept COD, gift cards, cheques, demand drafts, or money orders.

How do I find my ring size?

Shipping FAQs

Do I need to pay for shipping?

  • Domestic: Free shipping.
  • International: Free shipping on orders worth USD 500 or more. Additional duties/taxes will apply based on destination country.
  • Please refer to our Shipping Policy for complete information.

Where do you deliver?

  • Domestic: Across India, except remote areas without insured courier service.
  • International: We deliver to 15+ countries. Check our website for the full list.

How soon can I get my order?

  • Delivery in a week as items are made-to-order. Shipping delays may occur due to external factors.

Is my delivery insured?

  • Yes, all shipments are fully insured until delivery.

Do I need to show ID for delivery?

  • Yes, government-issued ID or OTP verification may be required. PAN Card is mandatory for domestic orders above INR 2 Lakhs. Non-compliance shall result in order cancellation with cancellation charges. For queries, contact our support team at ecomsupport@auwlassembly.com.

Cancellations and Returns FAQs

Can I cancel my order?

  • Orders can be canceled within 12 hours, subject to deductions as cancellation charges. After this period, cancellation is at AUWL Assembly’s discretion. Refunds take 7 to 15 business days.

My order is lost. What do I do?

  • If not delivered within 15 business days, we will process a refund.
  • Please refer to our Returns Policy for more information.

Can I return or exchange my order?

  • Domestic: Returns allowed for defective products only within 7 days. An unboxing video is required as mandate evidence. The video must capture the outer packaging from all sides and angles before opening, ensuring the package is sealed and untampered. It is a part of our verification process and will help us assess the issue, and assist you promptly.
  • No exchanges.
  • International: All sales are final, no sales return or exchanges.

I received a wrong or tampered package. What should I do?

How do I track my order?

  • Use the tracking number provided via email, SMS, or WhatsApp. If marked ‘delivered’ but not received, check with neighbors or security before contacting us.

Can I send gifts?

  • Yes! We remove price details from packaging. For rings, check our Ring Sizing Guide as international orders cannot be resized.

Privacy FAQs

What data do you collect about me?

  • We collect personal information like your name, contact details, and login credentials to enhance your shopping experience. Some data, like IP address, browser type, geolocation, and browsing activity, are collected automatically.

Is my data safe with you?

  • We implement reasonable security measures to protect your data. However, no internet transmission is entirely secure. Refer to our Privacy Policy for more details.

Diamond and Gemstone FAQs

What quality are your diamonds and which certifications do you provide?

  • We use naturally mined diamonds of various clarity gradings (VS1-GH, SI1-GH) certified by agencies like GIA, IGI, HRD, DGLA, and SGL. Diamonds above 0.50 carats receive independent certification, while smaller ones come with an in-house e-certificate.

Are your diamonds conflict-free?

  • Yes. We adhere to the Kimberley Process Certification Scheme, ensuring ethical sourcing.

What quality are your gemstones?

  • We offer AA, AA+, AAA, and AAA+ grades, with each gemstone selected based on strict quality parameters.

How do you price your jewelry?

  • Unlike mass-produced jewelry, our handcrafted jewelry reflects artistry, fair wages, and unique craftsmanship. Prices account for gold/platinum rates, currency fluctuations, and gemstone complexity.

Can I provide my own gemstone for a jewelry piece?

  • No, we only work with gemstones we source to ensure authenticity and compatibility with our craftsmanship.

Why do you prioritize gemstone dimensions over carat weight?

  • Dimensions provide a more accurate representation of size, as different gemstones have varying densities.

Can I view my gemstone or jewelry before purchasing?

  • No, since we make-to-order. However, we provide high-quality renderings for reference.

Bespoke Jewelry FAQs

Do you make bespoke jewelry?

  • Yes! Send your design references to ecomsupport@auwlassembly.com. We will assess feasibility and provide a quote within 7-10 business days.

How much does bespoke jewelry cost?

  • Pricing depends on gemstone type, cut, carat, metal, and design complexity. We aim to stay within your budget while ensuring high quality.

How long does it take?

  • Typically, 4-8 weeks, depending on sourcing and intricacy.

Do I need to pay an advance?

  • Yes, a refundable deposit covers CAD renderings. If you approve, the remaining payment is required before manufacturing begins. Bespoke pieces are non-refundable.

Why do you charge for renderings?

  • Renderings require skilled design work, so a small fee is deducted if you cancel after the rendering is created.

Customization FAQs

Do you offer customized jewelry?

  • Yes, but customization is limited to options available on the product page. For unique requests, refer to our bespoke jewelry services.

How long does customization take?

  • Typically, 4-8 weeks, depending on gemstone availability.

Can I return a customized piece?

  • No, all customized pieces are non-refundable and non-exchangeable.

For answers to more detailed questions, check out our FAQ Page.