FAQ

Order
Q.1 How will I know if the order is successfully placed?

An SMS and email confirmation containing order details will be sent to your registered email address and contact number.
Q.2 How can I check the status of my order?

Sign into your registered account on our website or app. Go to “My Account” -> “My Orders” to check your order history or status.
Q.3 How can I track my order?

Upon shipment of the order, a Tracking ID will be mailed to you along with the link. Alternatively, you can sign in, and navigate to "My Account" -> "My Orders" -> "Track Order" to access all the updates on your shipment.
Q.4 What is the estimated delivery time?

The shipping timeline differs upon your address, but you can expect delivery within 10-12 working days from the date of the order placed. Metros and Tier 1 cities take 4-7 working days or earlier.

Tier 2, Tier 3 cities, and rural areas take 10-12 working days or earlier.
Q.5 How do I cancel my order?

Orders once shipped cannot be canceled.
Q.6 Can I change the shipping address of my order once the order is placed or after it has been shipped or when the order is in transit?

The shipping address cannot be altered once the order is dispatched. However, you can add an alternate contact number or additional information to the existing shipping address on your order.
Q.7 Do you have Free Shipping?

FREE shipping is provided for all orders exceeding INR 499/-. The orders below this value are subject to a shipping fee of Rs.59/-.
Q.8 What to do if my order has an item missing or damaged?

Please provide an unboxing video of your order and reach out to us at support@esmeraa.com or +91 9892896891.
Q.9 How can I get information regarding the delay in delivery?

If there is a delay in the shipment, please email us at support@esmeraa.com or reach us at +91 9892896891.
Q.10 What if the order is not delivered?

Listed below is the potential resolution for orders undelivered to customers or those marked as Return to Origin (RTO).
For prepaid orders, upon receiving the order at our warehouse, we will contact you. You can either choose to have the order re-shipped to the specified shipping address or opt for order cancellation, initiating a refund to the store credit which can be used for future purchases at ESMERAA.

Return & Refund
Q.1 Can I return the products?

Currently, we do not offer returns or exchanges on any of our products. All sales are final
Q.2 What if I receive a defective item or some items are missing?

If you receive a defective item or your package is missing items, notify us within 24 hours of receiving the package. Please ensure you have an opening video of your package, without the video we won’t be able to accept your return/exchange request. Please email us at support@esmeraa.com or reach us at +91 9892896891.

Include your ORDER No. and a description of the issue in your message along with valid images and an opening video of your package.
Q.3 If the return/exchange is approved for the defective or missing items, how do I return the products?

If a return or exchange is approved, we will provide instructions for returning the item. Items approved for return must be unused, in their original packaging, and accompanied by proof of purchase.
Q.4 How will I get the refund if my return is approved?

In cases where a return or exchange is not possible, we will issue a refund in the form of store credit. Store credit can be used for future purchases at ESMERAA.
Q.5 How many attempts will a courier make to collect my parcel?

The courier company will make a maximum of three (3) attempts to collect your parcel. If unsuccessful on the third attempt, the system will automatically cancel your registered return.
Q.6 Due to personal reasons, I couldn't inform about the missing/defective products within 24 hours. Now, how can I proceed with the return process?

We regret to inform you that we cannot assist you as your return window is now closed.

Product
Q.1 How to handle or take care of the product?

The care tips are mentioned in the product description. Kindly follow the same to increase the shelf life of your jewellery.
Q.2 Can I get my order customised?

No, currently we are not into jewellery customisation. Unless a product allows customisation it will be mentioned in the product description.
Q.3 What material is the jewellery made of?

We make use of various high-quality materials in crafting our jewellery. Each piece is meticulously created using a diverse range of materials and alloys, with detailed descriptions provided on our product page.
Q.4 Are the products waterproof?

All of our products are crafted from various materials; therefore, it is recommended to refrain from exposing the jewellery to water unless mentioned as waterproof under the product description.
Q.5 Are the products anti tarnish?

The products are made from a variety of materials, so it is advisable to avoid direct contact with perfume, body lotions, sunscreens, etc. on the jewellery. Detailed guidelines for each product is provided under the product description.
Q.6 Can these products be used daily for office or casual outings?

Absolutely, the products are suitable for daily use. To enhance their lifespan, it is advisable to adhere to the care guide provided.

Payment
Q.1 What payment options are available?

We provide an extensive array of payment choices available Debit Card, Credit Card, Net Banking, Mobile Wallets, UPI and Bank Transfers. We currently do not offer Cash On Delivery service.
Q.2 The payment got debited from my account, but I did not receive an order confirmation. How to get this resolved?

This usually happens due to a technical glitch with the payment gateway. If you encounter this issue, you can directly connect to our Customer Care on +91 9892896891 or write to us atsupport@esmeraa.com.
Q.3 Where can I connect for other payment related queries?

If you encounter difficulties with payment or order placement, you can contact us on +91 9892896891 or write to us atsupport@esmeraa.com.

General
Q.1 How can I apply for a re-seller or wholesaler with your brand?

Please write to us at info@esmeraa.com
Q.2 How can I apply for a brand collaboration?

Directly message or DM our official Instagram account @esmeraa.com or email us at info@esmeraa.com. Provide your details, and our team will assess and contact you if you meet the criteria.
Q.3 How can I buy more quantity from your brand for gifting purpose?

You can initiate a direct order with us following the standard procedure. Up to 5 units of the same item can be purchased. You may choose the same product multiple times and input the quantity accordingly. It is recommended to place a prepaid order. Incase you need to order any products in bulk, kindly send an email to info@esmeraa.com with all the details.
Q.4 Is Gift Voucher or Gift Coupons Available?

At the moment, Gift Vouchers or Gift Coupons are not available. However, we will notify you via email if we introduce in the future.
Q.5 Do you have Gift Wrapping available, is there any cost for it?

Yes, we do offer Gift Wrapping at an additional cost of Rs. 50. You can find this option in your cart.
Q.6 Do you have any Loyalty Program, if yes how can I enrol?

Currently, we do not offer a Loyalty Program. However, we will notify you via email if we introduce any customer loyalty initiatives in the future.