Frequently Asked Questions
Q: IS IT SAFE TO BUY A DIAMOND AND OTHER PIECES OF JEWELLERY OVER THE INTERNET?
Yes. People bank online, they transfer cash online, they even buy cars and airplanes online! Well, we use the same technology that the banks use to protect against the loss, misuse or alteration of your information, so you can order a diamond (or pearl necklace or gold bracelet, etc) without worrying about a thing. Your information is safe with us.
Also, when you're checking out – you can feel doubly secure if you see an “s” after the “http” in the website address. All browsers display this to let you know that you're in a secure environment thanks to our use of Secure Socket Layer (SLL) technology.
To be sure you're browsing secure pages, check the bottom of the Web page for the icon of a closed padlock. This icon appears in the latest versions of Internet Explorer and Mozilla Firefox to tell you that your information is protected.
Q: HOW DO I PLACE AN ORDER ON CANDERE.COM?
Ordering on Candere.com is easy and safe. Once you have found the item you would like to purchase, click the "SHOP NOW” button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order. Your order will not be placed until the very end of the checkout process, when you will be asked for your credit card information. You may also order over the phone by calling +91 22 6106 6262.
Q: IS IT SAFE TO MAIL JEWELRY?
We ship our jewelry by highly trusted carriers like FedEx, Bluedart, DHL or Reputed Logistics Provider so the chances of anything happening to your prized package are super slim. Plus, all our shipments are fully insured. Visit our Shipping page for more information.
Q: WHAT IF I WOULD LIKE TO RETURN THE JEWELLERY I ORDERED AND I AM UNABLE TO FIND THE APPRAISAL CERTIFICATE?
What? You lost the appraisal certificate?! Truth is we'd like you to return all bridal and engagement rings that come with an IGI® or GIA® or EGL® or HKD® Appraisal Certificate with the certificate. But, if you can't find it – call us and we'll give you a quote for the exact price of the replacement. However, your refund -- if you return the ring without the certificate -- will be reduced by Rs. 1000 or more, depending on the certificate replacement cost.
Q: CAN YOU HELP ME KEEP THE ENGAGEMENT RING A SURPRISE?
We love surprises and we'd love to help you. First, you need to think about where you'd like the Candere Jewelry to be delivered, we require a signature for delivery regardless of any waivers you have from FedEx, Bluedart, DHL or global reputed logistics company. This requirement is for your protection, but we understand that they may interfere with your surprise. You can call our Customer Service Department at +91 22 6106 6262 or email us at email@example.com to arrange a FedEx delivery location (like an neighbor who's in on the surprise or your work place, etc.) that will keep the secret safe. We can also expedite your delivery for a special occasion, forgotten birthday (doh!) or missed anniversary (whoops!). And please don't hesitate to contact our Customer Service Department for any special requests.
Q: WILL I BE LIABLE FOR MY JEWELLERY ORDER WHILE IT IS BEING SHIPPED?
Nope. We fully insure each order all the way to you. That means that when your order is in transit to you, shipment is always risk-free. For added security, it's our policy that a signature is required for all Candere orders, regardless of any signature waivers you may have with FedEx or any other logistics provider.
Q: DO YOU DELIVER TO POST OFFICE BOXES OR FORWARDING ADDRESSES?
Please note that we are unable to deliver to Post Office boxes or forwarding addresses.
Q: WHAT IF I HAVE PLACED A DUPLICATE ORDER?
If you think you might have placed a duplicate order, please contact our Customer Service Representative at 1800-200-4014 or email firstname.lastname@example.org to get the details and they'll make sure that everything gets sorted out to your satisfaction.
Q: HOW CAN I CHECK ON THE STATUS OF MY ORDER?
To track your most recent orders simply click on "My Account" at the top of any Candere page and go to "My Order History". This is the easiest and fastest way to get the most current information regarding your orders.
Q: CAN SOMEONE ASSIST ME WITH MY PURCHASE?
We would be happy to assist you with answering any questions you may have regarding your purchase either online chat or you may either contact us at +91 22 6106 6262 or email email@example.com.
Q: WHAT ARE MY PAYMENT OPTIONS?
You've got a lot of choices. We accept Visa, MasterCard, Discover or American Express card as well as bank wire and money orders. We accept PayPal Checkout.
Q: CAN YOU HELP ME RESIZE MY RING?
Of course! If your Candere ring doesn't fit well, we'll resize it free of charge (if it's returned within 30 days of its original shipment date). Expect the resize turnaround time to take about five (5) business days plus shipping time-in-transit. We can also resize your ring after the warranty period for a very competitive price. Call us at +91 22 6106 6262 or email firstname.lastname@example.org to get the details.
Q: HOW DO I RETURN AN ITEM I PURCHASED?
We strive to provide you with an experience that makes you feel confident in your purchase and use of our products and services. We hope your selection brings you many years of enjoyment. But if you do want to return any Candere jewellery, you can simply call our Jewellery Consultant at +91 22 6106 6262 or via email at email us at email@example.com and they will guide you through the process. Please see our detailed Return Policy.
Q: WHAT IS YOUR REFUND POLICY?
Well, although it's highly unlikely– if you didn't LOVE your Candere purchase and wanted a refund, you have 30 days (for jewellery). For more detailed information, please see our Refund Policy.
Q: WHAT IS YOUR WARRANTY PERIOD?
If your merchandise becomes defective within 30 days following your original shipping date, we'll exchange it free of charge, or refund the full cost of the merchandise excluding shipping charges.
Q: HOW LONG WILL I HAVE TO WAIT FOR A REFUND?
You should receive your refund within three to four weeks, which takes into account the time required to ship to us, inspection and processing of your return at our facility, and processing of your refund by your credit card company. For more detailed information, please see our Refund Policy.
Q: HOW DO I CLEAN AND CARE FOR MY CANDERE DIAMOND JEWELRY?
To clean a lightly-soiled diamond, run a bowl of lukewarm water with a little washing-up liquid and use a soft old toothbrush to gently remove any dirt. If a diamond is more heavily soiled, then it would be advisable to take it to a trusted diamond jeweller to be cleaned ultrasonically.
Q: WHO DO I CONTACT IF I HAVE ANY QUESTIONS?
Please visit our Contact Us section here.