Frequently Asked Questions

Shipping, Order Tracking & Delivery

How can I track the status of my order?

We usually ship out all orders we have received in 24-48 working hours.
At the time of shipping the order, you will receive a text message and email
from us with details the delivery partner and tracking ID, these can be used to track your order.

Will someone call me before delivering the order?

We work only with leading shipping partners in India to assure that your delivery experience is great! Our courier partner will send a text message once your jewellery is out for delivery. You will receive a call from the delivery person before they reach the delivery address.

Can I schedule delivery on a specific day and time?

We work with some of the leading logistics companies for our jewellery
deliveries. If you wish to receive your order on a specific day/time, we can
send a request to our delivery partners, however, please note that this is not an assured service. Please also note that our delivery partners are unable to deliver on Sundays

How much time does it take to deliver the order?

We work with all leading logistics partners in India to ensure smooth and timely delivery of your jewellery. It might take us upto 24-48 working hours to dispatch your order, once the order is confirmed. Once your order has been dispatched from our warehouse, most of the deliveries are completed within 5-7 working days (depending on your location).

How long do you take to ship the order?

We normally ship out all our online jewellery orders within 24-48 working hours (excluding Sunday and Holidays). Once your order has been shipped, you will receive a notification via text message with details of shipping partner and tracking ID. Please also note that the above timelines are based on estimates provided by our delivery partners and any unforeseen situations might cause delays.

How are orders placed on ISHU delivered to me?

All orders placed on ISHU are shipped through leading logistics partners in India. This helps us ensure smooth and timely delivery of your favourite jewellery :)

Are there any shipping charges applicable to my order?

We offer Free Shipping on orders above 1999/- across India.

How much time does it take to dispatch my order?

Your order would be dispatched within 24-48 working hours of the order being placed. You will receive a tracking link (via email as well as sms) once the order has been dispatched. For Personalised Jewellery Orders, it takes around
14 working days for us to dispatch the order.

Do you deliver Pan-India?

Yes, we deliver to almost all Pin-Codes Pan India.

Can I get my order delivered faster or on the same day?

While we try our best to deliver your order as soon as possible, we currently do not have the facility to offer faster or same day delivery. We are working hard to partner with some leading players to offer same day delivery. Keep watching this space for further updates on the same. Only Bangalore orders could be delevired within a day.

What happens if I am not available to collect the order?

If you're unable to collect the order yourself, we would suggest you to
please ask your neighbour to collect the order on your behalf. If that's not
possible, you can ask the the Delivery Executive to deliver the order to you on the following day. Please note that this is not an assured service and would
depend solely on your interaction with the Delivery Executive

The order was not delivered but I got a message stating that it is, what to do?

We're very sorry that you encountered this issue. Please reach out to us through any of the support
channels (Call/Email/Chat) and we would be happy to help.

Please note such an instance would require an in depth investigation by our logistics partner and we would require 72 hours for the same. We would greatly appreciate your patience for the same

Items are missing from my order, what should I do?

note that all our dispatches are made from fully automated digitised warehouses which ensures that such instances do not happen. However in an unfortunate event that this happens, we would request you to please reach out to us on any
of the support channels (Call/Email/Chat) and we would be delighted to help you. We will be doing an in depth investigation and would require 48 hours for the same. Your patience would be greatly appreciated in this regard

Can I exchange the product if I don't like it with some other product?

In case you have received a faulty or incorrect item , we allow you to replace the jewellery with the same item or exchange it with another
item for upto 7 days from the time of delivery of the order. Please note that
in case of exchange, any price difference will be collected/refunded to you as the case may be.

Return, Replacement & Exchange

How are COD refunds done?

To make COD refunds fast and convenient, we issue COD refunds via Payout links. No more hassle or waste of time in collecting bank account details.


  • Once your item is picked up, our team will issue you a Payout link. To acceptrefunds via a payout link:
  • You will receive the payout link on email and SMS
  • Click on the link and confirm your phone number via OTP
  • Choose the mode how you would like to receive the refund (UPI or bank account)
  • Payout will be processed to your account!

What is the refund procedure for returned order?

Once a return request has been raised on the app or web, our pickup partners will reverse pick up your order within 24-48 working hours from the day of booking the return. As soon as we are notified about a successful return pick up, we initiate the refunds within 24-48 working hours of us receiving the update. Please note that refunds cannot be initiated unless a return pickup is done.


Once the return has been picked up, it usually takes us upto 5-6 working days to initiate the return process.

  • For Prepaid orders: returns are initiated directly to the original payment source.
  • For COD orders: returns are initiated via a Razorpay Payout link, which we share with the customers who opted to return. Please enter correct details in the link and choose the mode of accepting payment. 

How to exchange/replace my jewellery?

We don’t provide exchange on the jewellery unless its afaulty or incorrect item, and is notified to us within 7 days of delivery

I didn't like the product. How can I return my order?

We do not provide a return unless it’s a faulty or incorrect item, and is notified to us within 7 days of delivery

In how many days will my return be picked up?

It takes upto 24-48 working hours to get the return pick up done from your
location, once the return request has been placed.

I placed an order for a set, can I return/replace/exchange only one item from the set?

No, it cannot be replaced unless it has a faulty or incorrect item , and is
notified to us within 7 days of delivery.

Can I return two orders together?

In case you have placed return request for two of your orders, there's a possibility that the return might be picked by the same Executive. However we would request you to verify the same with the executive and handover only the
required product to him. Please note that each order needs to be returned with its original packaging

What happens if I want to return theproduct after return window is closed?

We're very sorry but we do not accept returns after 7 days.

Cancelations & Modifications

How do I cancel my order?

To cancel your order, please go to our website and login with your registered email id/contact number (that was used to place the order). Then go to account/profile section and check your active orders. You'd have an active cancel button against the eligible orders. Click that and confirm your cancelation request. Please note that once the order has been processed from our side, it cannot be canceled, however if you do not want the product, you can refuse to accept the delivery

My order status says "RTO" -what does this mean?

RTO stands for Return to Origin. For all orders that are shipped from our side, our delivery partners make a maximum of 3 delivery attempts. Your order may be marked as undelivered by our shipping partner for the below reasons: 

  • Delivery partners are not able to contact you
  • Not able to locate your address
  • You have registered an incorrect phone number
  • Cash is not ready from your side in case of a COD order
  • Pin code is incorrect etc

Usually, as soon as this happens, our shipping partners will contact you to reschedule the delivery.

However, if in the  next 2 attempts as well, the delivery partner still fails to deliver for the above mentioned reasons, then the order shall be sent back to us as RTO. 

To prevent this from happening, we request that you answer calls from delivery partners and in case the order is undelivered on the first attempt, please do respond to the delivery partner messages to reschedule the delivery. If it so happens that your order has been RTO'd without the proper attempts or you would like us to ship the order again, you can chat with our customer support team and we will be glad to help you further!

What is your Cancellation Policy?

If you've placed your order by mistake or forgot to apply a coupon code, you can cancel your order from our website. However, please note the cancellation window is open only till your order is processed. We won't be able to take the cancellation request post that. If you still don't want to receive the order, you can refuse the package at the time of delivery.

Payments & Refunds

What to do if the amount got deducted but I haven't got the order confirmation?

Once you have made the
payment, please allow upto 10-15 minutes to receive an order confirmation email/text message. In case you do not receive any confirmation within 24 hours
please reach out to us through Call/Email/Chat and we will assist you further.


In the event that amount has been debited and we have received it we will manually create your order and ship it out. If the amount has not reached us, the payment gateway will automatically return the amount to your original payment source in 7-10 working days.

Do I need to pay any extra charges on top of what is shown on the website?

Absolutely not! All prices shown on our website are inclusive of taxes. Shipping is free! What you see on the website is what you pay.In case you are asked to pay anything extra, please report to us ASAP and we will do our best to help you!

How can I pay for my order at ISHU?

We intend to make the purchase as simple and as seamless for you as possible. We accept all major modes of payment including credit cards, debit cards, cash on delivery (COD), bank transfer, UPI, and so on. However, at this time, we do not accept any international cards.

Will I receive a payment confirmation for my paid order?

You should receive an order and payment confirmation via email and text message within 5 minutes of completing your payment. In rare cases, your order may not get synced immediately. In these cases, it may take up to 24 hours to receive your confirmation. 


However, if you do not receive an order confirmation within 24 hours, it is possible that your order might not have been created on account of a technical issue either at our end or at the payment gateway's end. In such cases, please do not worry, do connect with our customer support team via chat and provide them the details of your payment and we will do our best to assist you further!

What is the Cash on Delivery (COD)limit?

You can choose COD option on orders upto Rs. 3999. If your order amount is above this, please use a digital method of payment!

Where will I get the refund money for the returned order?

In case of prepaid or postpaid order, you can avail the refund in any bank account of your choice, we will be reaching out to take this input from you!

Do you offer an EMI option for Payments?

No, we do not offer an EMI option.

When will I get my refund for returned order?

Pre-paid Orders: Once the reverse pick-up is done, we will initiate the refund within 24-48 working hours. The customer will be notified with an email and an SMS. Refunds will ideally reflect in the customer’s account in the next 7-10 working


How do I take care of my product?

We make our jewellery with a lot of love and care. It is important to take care of your jewellery so that it retains its shine for a long time. Our jewellery is coated with rhodium which protects it from tarnishing or turning black and ensures long-lasting brilliance


Given below are a few caring tips to ensure proper care of your jewellery:


Store in a Plastic zip lock bag if not in use for an extended amount of time

Keep away from Perfumes, Soaps, Extreme temperatures or anything acidic

Keep safe from impact: Like all jewellery, our jewellery is a delicate creation and any physical impact can result in damaging/breaking the jewellery so please keep it safe from impact and do not pull or use any tools on the jewellery

Re-polishing: We hope that you do not need to re-polish your jewellery. But in case you do, please contact us or your local jeweller and get it re-polished

Will my jewellery look the same as shown in the website images?

We take utmost care to ensure the images on our website are representative of how our jewellery looks. However, some designs may look slightly different on account of lighting. In case your feel your jewellery doesn't match its image, please let us know via chat to our customer support team

Is ISHU Jewellery made of Pure Silver?

Our jewellery is made of 925 Silver which is the purest form of jewellery grade silver used to make jewellery worldwide. Every piece of jewellery comes with a 925 stamp and an authenticity certificate, so you can be assured that you're buying a high-quality product

I am not sure about what size I should choose?

We understand that sizing is a major issue when it comes to online jewellery, so we've made this easy for you:

All our rings are adjustable ensuring they fit comfortably on your or your loved one's fingers 

All chain-type bracelets come with extenders which you can adjust according to elbow arm size

Hard bracelets are either adjustable or come in a standard size

Furthermore, all our pendants, chains, and necklaces have the size information mentioned on the product page as well as product images

We also add model images for every design, which should help you understand sizing better

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Coupons & Discounts

I forgot to add my coupon code while placing the order. What should I do?

The coupon code can be applied only while placing the order

My coupon code is not working what should I do?

  • Please note all our coupon codes are case sensitive, so in case your code is not working, please double-check if the letters are in the correct case
  • Some coupons have an expiry date, so it is also possible that you may be using a coupon post expiry, in which case the coupons will not work
  • Some coupons are also applicable only on certain products/collections, this might also be a reason that your code is not working


Once you have checked all of the above and your code is still not working, you can chat with our customer support team and we will do our best to help!

Can I combine multiple coupons?

  • Unfortunately, we do not allow you to combine multiple discount codes for one order. A lot of our discount codes are short-term festival/season-based discounts and hence, come with an expiry date. 
  • Even if we do run 2 concurrent coupons, we currently do not offer them in combination. For more queries around coupons, you can chat with our customer support team and we're happy to assist!

How do I apply a coupon to my order?

Add the desired product to the cart and go to the checkout page. You will find an option to 'Apply coupon. Add the coupon code and click on 'Apply'. The discount will be applied to your order.

Profile & Account

Do I need to create an account to buy from ISHU website?

NO, you do not need to create an account, you can also sign out as a Guest. though it is not necessary to create an account, we would strongly recommend that you create an account before placing an order. Having an account makes it very easy to check the status of your order, place a cancellation/return request, view order history and a host of other features.

Are my personal details secure?

Absolutely! We treat customer privacy as our utmost priority! While we do not store any financial details (credit card, debit card, bank account numbers, UPI IDs etc) - any personal data that we collect - name, email id, phone number or your delivery address is kept secure and used only for the purposes of shipping your orders and providing certain order related updates.
We will never share your data with any third party.