FAQs

Welcome to the DIANA LUXURY FAQ section. Find answers to common questions about our products, orders, payments, shipping, returns, exchanges, refunds, warranty, store pickup and customer support.

About DIANA LUXURY

What is DIANA LUXURY?

DIANA LUXURY is a jewellery brand offering artificial and fashion jewellery through our physical stores and online platform.

Do you have physical stores?

Yes. DIANA LUXURY operates physical jewellery stores in Jaipur, Rajasthan. Customers may also have the option of Store Pickup where available.

What type of jewellery do you sell?

We offer artificial and fashion jewellery. The exact material, finish, plating, stones, dimensions and other product specifications may vary by product and will be mentioned on the relevant product page where applicable.

Products & Product Information

Are the products exactly the same as shown in the photographs?

We make reasonable efforts to display products accurately. However, slight differences in colour or appearance may occur due to lighting, photography and individual screen settings.

Where can I find product specifications?

Product-specific information such as size, dimensions, weight, material, stones, finish, plating, care instructions and other applicable specifications will be provided on the relevant product page.

Does every product come with a warranty or guarantee?

No. Warranty or guarantee is product-specific. If a particular product has a warranty or guarantee, its duration and applicable terms will be mentioned on the product page or applicable order documentation.

Can I assume a material or quality only from the product photograph?

No. Product photographs should not be used to infer material, purity, composition or any other specification that is not expressly stated in the product description.

Account & Guest Checkout

Do I need an account to place an order?

No. DIANA LUXURY may allow both registered customers and guest checkout, subject to the website's available functionality.

What information is required for guest checkout?

Guest checkout may require information such as your name, mobile number, email address, shipping address and other information necessary to process and deliver your order.

How can I update my account information?

Logged-in customers can update available account information through their account/profile section. You may also contact customer support if assistance is required.

Can I delete my DIANA LUXURY account?

Yes. You may request account deletion by contacting us at dianaluxuryny@gmail.com. Certain transaction, invoice, accounting, legal, fraud-prevention or dispute-related records may need to be retained where required or reasonably necessary.

Placing & Managing Orders

How can I place an order?

Select the product you wish to purchase, add it to your cart, proceed to checkout, enter the required information, select an available payment or delivery option and complete the order process.

When is my order considered confirmed?

Payment success alone does not necessarily mean that an order is confirmed. An order is considered confirmed after DIANA LUXURY verifies the applicable payment and order information and issues an order confirmation.

Can I change my order after placing it?

You may request changes to the product, size, quantity or other order details before dispatch. A requested change will apply only if DIANA LUXURY accepts and confirms the change based on the order's processing stage and system availability.

What happens if a product becomes unavailable after I place an order?

If a product becomes unavailable after an order has been placed, DIANA LUXURY will inform you and provide the applicable cancellation and refund option. A substitute product will not be provided without separate agreement.

What happens if there is an obvious pricing or system error?

If an order is affected by a genuine technical, system or obvious pricing/listing error, DIANA LUXURY may cancel the affected order and refund any amount already paid. Normal advertised discounts and promotional prices are not treated as pricing errors.

Payment

What payment methods are available?

Available payment options may include:

• Razorpay
• PhonePe
• UPI
• PayPal
• Cash on Delivery (where available)
• Store Pickup payment options, where applicable

Available payment methods may vary depending on the order, location, currency and checkout conditions.

Does DIANA LUXURY store my complete card or payment credentials?

DIANA LUXURY does not claim to store complete card, banking or other sensitive payment credentials where such information is processed by third-party payment providers. Payment providers may process payment information according to their own terms and privacy/security practices.

What happens if money is deducted but my order is not confirmed?

If payment has been deducted but the order is not confirmed, the payment will be verified. If the payment is successfully received and the order can be created or confirmed, the order will be processed accordingly. For failed, duplicate or unmatched payments, the applicable refund process will be followed.

Cash on Delivery (COD)

Is Cash on Delivery available on every order?

No. COD availability may depend on factors such as delivery location, order value, customer/order history, courier availability and other applicable conditions.

Can I cancel a COD order?

A COD order may be cancelled before dispatch.

After dispatch, the order cannot normally be cancelled directly. The applicable return policy may be used after delivery, subject to eligibility.

What happens if I refuse a COD delivery?

A genuine courier failure, address issue or delivery problem that is not caused by an intentional refusal will not be treated as a COD refusal.

For customer-caused COD refusals, the following restrictions may apply:

• The first two qualifying refusals do not immediately disable COD.
• After the third qualifying refusal, COD may be locked for the applicable customer/order eligibility.
• After a successful online prepaid order, COD eligibility may be restored for up to two COD attempts.
• If two further qualifying COD refusals occur after such restoration, COD may remain unavailable for six months.

These restrictions do not apply in the same manner where the non-delivery was caused by DIANA LUXURY, the courier or circumstances outside the customer's control.

Shipping & Delivery

Do you provide delivery across India?

Yes. DIANA LUXURY provides delivery across India, subject to serviceability and applicable courier restrictions.

Do you provide international shipping?

Yes. International shipping may be available to eligible destinations, subject to courier serviceability, applicable laws and destination-country restrictions.

How long does delivery take within India?

The estimated delivery time is generally 3–7 business days after dispatch.

How long does international delivery take?

The estimated international delivery time is generally 7–15 business days after dispatch.

These are estimated timelines and are not guaranteed. Customs clearance, courier delays, weather, holidays, service disruptions and other circumstances may affect delivery time.

Who pays customs or import charges on international orders?

International customers are responsible for applicable customs duties, import taxes, clearance charges and other destination-country charges unless expressly stated otherwise.

What happens if my shipment is returned to origin because of my actions?

If a shipment is returned to origin due to a customer-caused reason, the following may apply:

• The first qualifying RTO may be eligible for re-delivery without an additional re-delivery charge.
• For a second and subsequent customer-caused RTO, applicable actual re-delivery/courier charges may be payable before re-dispatch.
• If the return was caused by DIANA LUXURY or the courier rather than the customer, it will not be treated as a customer-caused RTO.

Applicable international return freight, customs or related charges may also apply to international shipments.

Order Tracking

How can I find my order details or track my order?

You may access order-related information through any of the following options:

• My Cart, where applicable
• My Profile / My Orders
• Track Order under Shipping & Policies in the website footer
• Your order confirmation email or other order-related communication
• WhatsApp Customer Support at +91 9511500563

Where can I find my Order ID?

Your Order ID may be available in your order confirmation email, your account's order details or other order-related communication.

If you cannot find your Order ID, you can contact DIANA LUXURY on WhatsApp at +91 9511500563 and request assistance.

Where can I find my tracking number?

Once your order has been dispatched and tracking information is available, the tracking number may be displayed in your order details or communicated to you through applicable order/shipping communication.

What if tracking information is not available yet?

Tracking information may take some time to become available after dispatch. If tracking information is not updated, please allow reasonable time for the courier system to register the shipment.

What if my order is delayed?

If your order is delayed beyond the estimated delivery period, please contact DIANA LUXURY Customer Support with your Order ID so that the shipment status can be checked.

What if the tracking says delivered but I have not received the order?

Please contact DIANA LUXURY Customer Support as soon as possible and provide your Order ID and tracking details. We may coordinate with the courier to investigate the delivery status.

Order Cancellation

Can I cancel my order before dispatch?

Yes. Subject to the applicable cancellation conditions, an order may generally be cancelled before dispatch.

Can I cancel my order after it has been dispatched?

Normally, an order cannot be cancelled after dispatch. You may receive the order and use the applicable return process if the product is eligible.

What happens if I cancel a prepaid order before dispatch?

For an eligible prepaid cancellation before dispatch, you may be offered:

• Refund through the applicable online payment/refund method; or
• Store Credit, subject to the applicable terms.

Store Credit is generally valid for 6 months.

Returns

How much time do I have to request a return?

The return request must generally be submitted within 72 hours from the recorded date and time of delivery.

For example, if an order is delivered at 2:00 PM on October 2, the return request should be submitted by 2:00 PM on October 5.

What reasons are eligible for return?

Eligible product-related reasons may include:

• Wrong product received
• Defective product
• Broken product
• Damaged product
• Size or fitting issue
• Another genuine product-related issue materially affecting the product's condition, quality, correctness, size/fit or conformity with the order/specification

Can I return a product after wearing it?

A normal return or exchange is generally not available once the jewellery has been worn or used.

However, a genuine manufacturing defect discovered after wearing may be assessed separately based on the evidence, product condition, applicable warranty/guarantee and applicable law.

What condition must the product be in for a return or exchange?

The product should generally be:

• In its original condition
• Unused/unworn for a normal return or exchange
• In original packaging
• With the original barcode/tag
• With applicable accessories, components, cards, pouches, boxes, certificates and other inclusions
• Free from tampering, alteration or intentional damage

Removal, alteration, reattachment or attempted removal/tampering of the product barcode or tag may affect return/exchange eligibility.

Do I need an unboxing video?

For wrong, defective, broken or damaged product claims, a proper continuous unboxing/opening video is required as important supporting evidence.

The video should, where possible, clearly show:

• The sealed courier package
• Shipping label
• Opening process
• First view of the product
• Product condition
• Barcode/tag
• Packaging and included items

The video should be continuous and unedited and should not show intentional damage or alteration.

Who pays return shipping in India?

For an established DIANA LUXURY product-related issue such as a wrong, defective, broken or damaged product, DIANA LUXURY will bear the applicable return shipping cost.

For a size/fitting issue or customer-requested/preference-based return or exchange, the customer is responsible for the applicable return shipping cost.

Who pays return shipping for international orders?

For international orders, the customer generally bears return/exchange shipping costs, subject to applicable law and the specific circumstances of the claim.

Exchange

Can I exchange a product?

Yes, eligible products may be exchanged subject to the applicable Exchange Policy.

Can I choose a different design for a size or fitting exchange?

Yes. For a size/fitting exchange, a different design/product may be selected, provided it is from the same jewellery category and is available in stock.

What happens if the replacement product costs more?

You must pay the price difference online. An applicable delivery charge may also apply where free delivery is not available.

What happens if the replacement product costs less?

The remaining difference will generally be provided as Store Credit rather than a cash refund.

Store Credit is valid for 6 months.

Can I exchange one jewellery category for another?

A size/fitting exchange is generally limited to the same jewellery category.

What happens if my preferred replacement is unavailable?

If a suitable replacement is unavailable, the applicable refund option may become available according to the Return, Exchange and Refund Policies.

Can I exchange a product more than once?

Exchange availability and repeat-exchange conditions may depend on the specific order and applicable policy. Please contact Customer Support before sending a product for another exchange.

Refunds & Store Credit

How long does a refund take?

Once a refund is approved, it is generally processed within 7–10 business days.

The actual time for the amount to appear may also depend on the payment provider or financial institution.

Can I choose Store Credit instead of a refund?

Where Store Credit is offered, you may choose Store Credit instead of an online refund, subject to the applicable policy.

Store Credit is generally valid for 6 months.

What happens if a COD order is eligible for a refund?

Where an applicable online refund method is available, the refund may be processed through the applicable method.

If a suitable online refund method is not available, Store Credit may be provided, subject to the applicable policy and applicable law.

Is the original delivery charge refundable?

If the return is due to an established DIANA LUXURY issue such as a wrong, defective, broken or damaged product, the original delivery charge may also be refunded or credited as applicable.

For other eligible returns, the original delivery charge may be deducted and may not be refundable.

What happens if I return a prepaid order after payment?

If an online prepaid order is returned, the applicable delivery charge may be deducted before the refund where the return is customer-requested and the policy provides for such deduction.

If the return is due to an established DIANA LUXURY error, the applicable special delivery-charge refund/credit rule will apply.

International Orders

Do you ship internationally?

Yes, international shipping may be available to eligible destinations.

Which currencies may be available?

Depending on the website and payment setup, prices/payment may be displayed or processed in supported currencies such as INR, USD and GBP.

Who is responsible for customs and import duties?

The customer is generally responsible for applicable destination-country customs duties, import taxes, clearance charges and other local charges.

Can I return or exchange an international order?

International returns and exchanges may be available subject to the applicable policy and destination/courier conditions.

The customer generally bears international return/exchange shipping costs and applicable customs or import-related charges.

Store Pickup

Is Store Pickup available?

Yes, Store Pickup may be available for eligible orders.

How long do I have to collect my Store Pickup order?

The collection window is 15 days from the applicable notification/order availability date, subject to the applicable order terms.

Can I pay at the store?

Where Store Pickup payment is available, payment may be made through supported options such as online payment, card, UPI or cash.

Can I cancel a Store Pickup order?

After full or required advance payment, a Store Pickup order may generally be cancelled within 24 hours.

After 24 hours, normal cancellation/refund is generally not available under the Store Pickup process. Eligible customers may instead choose an exchange or another product, subject to the applicable terms.

What happens if I choose another product?

The applicable amount can be adjusted against the replacement product.

• Higher-priced product: You pay the difference.
• Same-priced product: The amount is adjusted.
• Lower-priced product: The remaining amount is generally provided as Store Credit valid for 6 months.

The applicable exchange/alternative-product adjustment should generally be completed within 7 days.

What happens if I do not collect my Store Pickup order within 15 days?

After the 15-day collection period, non-collection alone does not automatically create a right to a refund or Store Credit under the normal Store Pickup process. The product may remain available for collection subject to applicable terms and law.

Warranty & Guarantee

Does every product have a warranty?

No. Warranty or guarantee is offered only on selected products where specifically stated.

How can I know whether my product has a warranty?

The applicable warranty/guarantee duration and terms will be stated on the relevant product page or order documentation where applicable.

What does a colour-change warranty cover?

If a product specifically carries a colour-change warranty/guarantee, a valid claim may be resolved through exchange or replating, depending on the applicable product terms.

Does warranty cover scratches or accidental damage?

Generally, warranty/guarantee does not cover customer-caused damage, misuse, accidental damage, scratches, chemical exposure, perfume/cosmetic damage, alteration or improper care unless specifically covered by the product's warranty/guarantee.

Who pays courier charges for warranty service?

For a valid warranty claim, the customer generally pays the cost of sending the product to DIANA LUXURY. DIANA LUXURY generally bears the applicable cost of sending the repaired, replated or exchanged product back to the customer, subject to the specific warranty terms and applicable law.

Jewellery Care

Can I wear DIANA LUXURY jewellery every day?

Suitability for daily wear depends on the specific product. Please follow the care instructions provided on the relevant product page where applicable.

Can I wear the jewellery while bathing?

Some products may be suitable for such use only where the product-specific description or care instructions expressly indicate it. Do not assume that all DIANA LUXURY jewellery is suitable for bathing or water exposure.

Should I avoid perfume and cosmetics?

As a general care precaution, avoid direct contact between jewellery and perfume, cosmetics, harsh chemicals or other chemical substances unless the specific product instructions state otherwise.

What happens if jewellery changes colour due to normal use?

Normal wear, environmental exposure, scratches, tarnishing or plating/finish deterioration caused by usage or improper care is generally not treated as a manufacturing defect unless a specific warranty/guarantee states otherwise.

Coupons, Offers & Promotions

Do you offer coupons or promotional discounts?

Yes. DIANA LUXURY may offer coupons, promotional discounts and special offers from time to time.

Can I use multiple coupons on one order?

Multiple coupons can be used only when the applicable offer specifically allows it.

Why is my coupon not working?

A coupon may not work if it is expired, invalid, already used, restricted to certain products/customers, below the required minimum order value or subject to another condition.

Can I convert a coupon into cash?

Coupons generally have no cash value and cannot be exchanged for cash unless expressly stated otherwise.

Can DIANA LUXURY change or end a promotion?

Promotional offers may be modified, suspended or ended according to their stated terms and applicable law.

Reviews, Photos & Videos

Can I submit a review?

Yes. Customers may voluntarily submit reviews, ratings, photographs or videos relating to their experience or purchased products.

Can DIANA LUXURY use my review or photo?

Yes. By voluntarily submitting content, you allow DIANA LUXURY to use, publish, reproduce, resize, crop, edit or adapt the submitted content for website, social media, advertising, promotional and marketing purposes, subject to applicable law.

What type of customer content may be removed?

DIANA LUXURY may decline to publish or may remove content that is fake, fraudulent, abusive, misleading, offensive, unlawful, unrelated to the product/service or otherwise inappropriate.

Customers should submit only content they have the right to use and that does not violate another person's copyright, privacy or other rights.

Privacy & Security

How does DIANA LUXURY use my personal information?

Personal information may be used for purposes such as account management, order processing, payment coordination, shipping, customer support, fraud prevention, security, marketing where applicable and other purposes described in our Privacy Policy.

Does DIANA LUXURY use cookies?

Yes. Cookies and similar technologies may be used for website functionality, account and shopping features, security, analytics and advertising/remarketing where applicable.

Do you use my information for marketing?

Where applicable, DIANA LUXURY may send promotional communications through email, WhatsApp or other supported channels. Customers may unsubscribe from promotional communications where an unsubscribe option is available.

Transactional and service-related communications may still be sent when necessary to process or support an order or account.

Can I request deletion of my personal information?

You may contact us at dianaluxuryny@gmail.com to request account deletion or exercise applicable privacy rights. Certain information may need to be retained where required by law or reasonably necessary for transactions, accounting, fraud prevention, disputes or other legitimate purposes.

Customer Support & Grievance

How can I contact DIANA LUXURY?

You can contact DIANA LUXURY through the customer support options provided on our website.

For WhatsApp Customer Support:

+91 9511500563

For privacy-related matters and other applicable requests:

dianaluxuryny@gmail.com

Can I ask about my order on WhatsApp?

Yes. You may contact DIANA LUXURY on WhatsApp at +91 9511500563 for order-related assistance, including help locating your Order ID or checking available order information.

For security and verification purposes, we may request relevant order/customer information before providing order details.

How can I submit a grievance?

You may submit a grievance through our Grievance Redressal process by contacting the designated Grievance Officer:

Bhavya Soni

Manager

Email: dianaluxuryny@gmail.com

What if my issue is not resolved?

You may first contact DIANA LUXURY Customer Support or the Grievance Officer so that the issue can be reviewed.

Applicable consumer rights and external grievance mechanisms remain available to customers. The National Consumer Helpline currently provides a nationwide pre-litigation grievance channel through 1915, along with online and other submission channels.

Related Policies

For detailed terms and conditions, please refer to:

• Privacy Policy
• Cookie Policy
• Terms & Conditions
• Shipping Policy
• International Shipping
• Return Policy
• Exchange Policy
• Refund Policy
• Order Cancellation Policy
• Track Order
• Jewellery Care Instructions
• Size Guide
• Grievance Redressal

Last Updated: 10 October 2026