Frequently Asked Questions
Product Purchase and Delivery Questions
What is the estimated delivery date of my order?
We work with all leading logistics partners in India to ensure smooth and timely delivery of your jewellery. It might take us upto 48 hrs to dispatch your order, once the order is confirmed. Once your order has been dispatched from our warehouse, deliveries are completed within 4-6 business days. We will keep sending you details of your order on your registered phone number and email . You can also track the status of your order here: https://tracking.giva.co/
My product is not delivered yet. The number given by courier partner is not reachable. How to contact them?
We sincerely apologise in case your order is delayed. Please reach out to us with your registered phone/email & order number and we will escalate the matter to the shipping partner on your behalf.
My order is unshipped, I would like to cancel my order.
Sorry to hear that you would like to cancel your order. You can login to your account and cancel the order yourself. Just for feedback, please do let us know what caused you to cancel your order, this will help us improve in future.
The order has been shipped, but I would like to cancel my order.
Sorry to hear that you would like to cancel your order. Please note that your order has already been shipped, so we request you to please refuse the delivery of the product and the item will be sent back to us. If this is a prepaid order, we will initiate the refund once you have refused the delivery. Just for feedback, please do let us know what caused you to cancel your order, this will help us improve in future.
I would like to know about your return policy.
We offer a 30-day return policy on all our products, for all unused and unworn items, no questions asked. If you're not satisfied with the items you have received, please write to us at firstname.lastname@example.org and we are happy to help!
Please note that the items must be returned in their original packing and should not have been used. GIVA reserves the right to process refunds after checking the returned items. No returns will be accepted after 30 days.
How do I return your product?
Sorry to hear that you would like to return the product. To return the product, just drop us an email at email@example.com stating that you would like to return the product, along with the product images, and we will arrange a reverse pick up for you. Reverse pick up takes about 72 hrs and once it is done, we will initiate your refund. Please note that it may take 4-6 working days for the refund to be processed.
I need to receive my order by a specific date. Can you help me?
We understand that you might have purchased the jewellery as a gift or would otherwise like to delivery it by a specific date. Please note that we will try our best to deliver your orders in time, but in some cases there might be some delays. Delivery on a specific day or before a specific date can be attempted from our side on a best effort basis, but these are not assured services. Please place the order and instantly send an email to firstname.lastname@example.org with your order number and expected delivery date.
I need to change the delivery address. How can I do that?
If your order has not yet been picked up from our warehouse, we can definitely change your delivery address. Just reach out to us on any of our support channels and we will do our best to help! If the order has already been dispatched, there is very little we can do to update the address. If we have already shipped your order, we will call back the order and send you a new package from our side.
Do you ship to Canada/USA?
Sorry at this time, we only ship to India for free. We can ship to your location if you are okay to bear the cost of shipping. Please write to email@example.com if you would like to receive the products outside India.
Can you do something for a speedy delivery?
Most of our orders are air-shipped - but still if you have a need for expedited shipping, let us know and we will try our best to dispatch the order as early as possible.
Can the delivery be sooner? I can pay more.
We already airship most of our orders - so we do not require you to pay extra. Please just reach out to us and we will try our best to help!
How can I update the address after the order is already dispatched.
Once the order is shipped, changing the address might not be possible. In this case, we would request you to take delivery at the initial address. If that is not possible, we will call back your initial order and send out a fresh one to the updated address.
Can you call me on my number while delivering?
We work with all leading delivery partners and most of them will give you a call before delivering the order. However, this is not something that we can vouch for, since there are third party delivery agents involved.
Someone else ordered this product. What is in the box?
We understand that you might not have placed the order that you have received. We get a lot of requests for gifting so it is possible someone might have put in a gift order for you. In order to not spoil the surprise, we request for you to wait to receive your gift and open with a smile!
Can I pay via EMI?
Sure, we make it as convenient as possible for our customers to make payments. You can opt for EMI via your credit card or if you do not have a credit card, you can use Sezzle to make EMI payments. To pay via Sezzle, you have to register yourself on Sezzle and then you can make payments in 4 equal installments over 6 weeks.
I received an empty box. What to do?
Sorry to hear that you have received an empty box. This can happen either on account of tampering by the delivery personnel or an operations error at our end. Regardless, if you receive an empty box, please reach out to us ASAP with the images of the box and your order number and we will ship out a replacement to you from our side.
I am out of station can the product come when I come back to my house?
If you order is not yet shipped, we can hold on to your order. Please send us a reminder on when you would like us to ship it and we will move accordingly. Otherwise, if the order is already in transit, we will request the shipping partner to hold it for you for a few days and reattempt delivery, however, please note this is not an assured service. Alternatively, you can ask your neighbour/security to keep the parcel on your behalf.
Can I pay online payment when the parcel arrive?
Most of our shipping partners offer to collect COD payment via GPay/PhonePe - so you can request the delivery person to receive the payment via UPI.
My order was cancelled but I never called. I want to purchase the product.
Sorry to hear that your order was cancelled without your intention. For all COD and orders missing critical information, we reach out to customers to get a confirmation/update so we can ship their order. In case we do not hear back for 7 days, we might cancel your order. But if you would still like to receive your order, please let us know and we will recreate and ship out your order again.
Coupon code and discounts
The coupon code I have is not working.
Sorry to hear that your coupon code is not working. Please note coupon codes are case sensitive, so please make sure that there are no typos while entering the code. It is also possible that the coupon code is old and might have expired, in which case, we request you to reach out to us with a picture of the code, and we will do our best to help!
I forgot to apply discount coupon. Can I apply now? Big basket allows it.
Sure, please reach out to us with a screenshot of your discount code and if the coupon is eligible, we will return the amount to you as cashback once your order is received.
Can you offer me a custom discount code?
We understand that you are looking for the best deal. Please note our standard applicable coupons are available on the website. Further, we run some discount campaigns around various festivals. For more details on discounts and best deals, please subscribe to our newsletter!
A lot of brands are giving offers for X occasion. Do you have any?
Our offers and promotions are designed centrally by our strategy team and we take into account most if not all special occasions. We request you to join our mailing list or keep visiting our website for updates on any new discounts and promotions.
Will stone color get discolored?
You can buy our colour stoned jewellery with assurance that the colours will not fade with day to day use. Please avoid any physical harm or other exposure to any acidic chemicals and the stones in your jewellery will stay good as new!
Can I please have the pictures of the products?
Sure, please reach out to our sales team with details of which product you are interested in and we will help you with jewellery pictures.
I want to buy a pendant and matching earring set?
We have Sets as one of our categories where you can find predefined matching pendants and earrings. Please browse to Categories -> Sets. If you still need help in finding a match for one of the items in your cart, our sales team will be happy to assist!
I'm interested in this product. How to purchase?
You can buy the products online from our website: https://giva.co or https://avni.co, or find us on any marketplace like Amazon, Myntra, AJIO, Tata Cliq etc. You can also get in touch with our sales team on call/whatsapp and we will be happy to manually take your order.
What is the size of ring?
All our rings are adjustable, so they are free sized!
Could you please add a note while delivering the parcel. I forgot while ordering
We understand that you may have forgotten to add a note at the time of placing the order. Please reach out to our support team and we will do our best to help. However, please note that this is not an assured service, once the order has been placed without a note, there is a good chance that we may not be able to add the note despite you informing us before shipping, however, we will try our best.
Is there any sale or offer going on now?
All of our existing offers and promotions are always visible on the website. You may also reach out to our support team to check if any offers are running at this time. Additionally we recommend that you subscribe to our mailing list to stay updated with all new offers and promotions.
Can you please check my order is confirmed or not?
All prepaid orders are confirmed by default and for all COD orders, we will reach out to you for confirmation via call/sms/email/whatsapp and once you have confirmed, we will ship out the order. In case there is any issue because of which we are unable to ship out your order, we will reach out to you for next steps on how to proceed further.
Can I return the order placed on CRED?
If you have placed the order through CRED, we reqest you to reach out to the CRED team for details on return window and policy.
I need to exchange as my product is broken.
Sorry to heat that your product is damaged. Please drop us an email at firstname.lastname@example.org with images of the product and we will help arrange a replacement for you.
I returned my product when will I get the replacement
In case you have opted for replacement, your replacement gets shipped out as soon as the initial order is return picked up. Once the new order is created, you will receive confirmation over email.
I returned my product but did not get refund
Sorry to hear that you have not received your refund yet. Please note that we initiate refunds within 48 hrs of the return getting picked up from you. Once the refund is initiated, it should hit your bank account/payment source in 5-6 working days. If this is not the case, please reach out to us and we will escalate this matter to our bank/gateway partners.
Will I get a call when the return person come home?
We work with all leading courier partners for our shipments and returns. Most partners will give you a call before delivering your order or coming for pick up of your return.
Do I need to pack the box?
We strongly recommend that you keep the box safe for the duration of the return window return the jewellery items in the box as jewellery is precious and fragile and is likely to get damaged without a box.
When will the replacement arrive?
In case you have opted for replacement, your replacement gets shipped out as soon as the initial order is return picked up. Once the new order is created, you will receive confirmation over email. Delivery of replacement may take about 5-7 working days from the date of the reverse pick up of the initial item.
What is covered by the warranty?
The GIVA warranty covers only product plating issues and no other form of damage or product issue. For better understanding, the issues covered by GIVA plating warranty are as follow:
Change in product colour
Significant loss of shine in product colour
Blackening of product
How does the GIVA Plating warranty work?
If any of the products that you have bought from GIVA’s website or the GIVA app have plating issues, you can claim the GIVA plating warranty within 180 days of the product being delivered to you.
If your claim is approved, and the Eligible Product(s) is in stock, a fresh product shall be shipped to the address specified on the original order.
In case your claim is approved, and the Eligible Product(s) is out of stock, you shall receive a similar product.
How do I claim the warranty?
To claim the GIVA plating warranty you need to follow these steps:
- Log into your account on the app
- Navigate to your order history. All eligible items shall have a warranty icon next to them
- Select the desired item(s)
- Read and accept the Terms and Conditions
- Click/upload a picture of the Eligible Product(s)
- Share a note on the issue resulting in the Warranty Claim
- Click Submit
Once your claim has been submitted, GIVA shall arrange a return pick-up within 72 hours. In case you do not receive an email/SMS/WhatsApp notification about the return pick-up within 72 hours, please email email@example.com.
When can I claim the warranty?
You can claim the warranty within 180 days from the date of the delivery of the product.
Please note that warranty claim is also subject to product being used within the scope of jewellery care instructions- any mishandling or deliberate exposure to water, perfumes, and any other chemicals might result in the claim not being entertained.
How do I know if I am eligible to claim the GIVA warranty?
To be eligible to claim GIVA warranty, you must:
- Have purchased a GIVA product(s) from GIVA’s website or GIVA app.
- Have a registered account on the Platform
- Initiate the warranty request within 180 days from the date of delivery of the Eligible Product(s) as confirmed by the logistics partner
- Return the Eligible Product(s) with its original packaging
- Follow all care instructions during the usage period
- Only orders delivered on or after 01-10-2021 will be covered under the GIVA Plating Warranty.
- Warranty claim is also subject to product being used within the scope of jewellery care instructions- any mishandling or deliberate exposure to water, perfumes, and any other chemicals might result in the claim not being entertained.
How do I know that my product is eligible for warranty claim?
All the eligible products have a warranty icon next to them. The products that are excluded from the warranty policy are:
What if my warranty claim is not approved?
In case your claim is rejected, the Eligible Product(s) shall be returned to you on payment of two-way shipping cost. In case the packaging material is missing, the Company has a right to reject the claim outright.