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High Custom Jewellers — Frequently Asked Questions (FAQs)

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What does High Custom Jewellers specialize in? +

We specialize in customized jewellery and watches, crafted to reflect your emotions, style, and story.

Where is your business located? +

We are based in Surat, Gujarat, India, and deliver globally.

Do you have a physical store? +

Yes, visits are welcome by appointment. Contact us to book.

How long have you been in business? +

We started in 2018, with a vision to bring emotion-driven luxury to life.

Are your products genuine and certified? +

Yes. All gold jewellery is hallmarked, and diamond pieces come with authenticity certificates.

Can I get a product catalog? +

Yes, we can share our latest catalog via WhatsApp or email on request.

Do you serve international customers? +

Yes, we serve clients across the USA, Europe, UAE, Canada, Africa, and more.

Do you accept bulk/wholesale orders? +

Yes, we provide custom bulk manufacturing for retailers, boutiques, and resellers.

How can I contact customer care? +

Via WhatsApp, Instagram, or email. We respond within 24 working hours.

Do you have EMI or financing options? +

Currently not available, but we’re working on it for the future.

Is your website safe for online transactions? +

Yes, we use SSL encryption and trusted gateways for 100% secure payments.

Which payment methods do you accept? +

UPI, credit/debit cards, bank transfer, PayPal, and international payments.

Can I visit your workshop to see how items are made? +

Yes, with prior appointment. We also share behind-the-scenes videos online.

Do you offer loyalty points or referral bonuses? +

Currently under development. Stay tuned for future rewards programs.

Can I become a reseller or affiliate partner? +

Yes, contact us for reseller/affiliate programs — we welcome partnerships.

Do you ship worldwide? +

Yes, we deliver globally.

Is shipping free? +

Free shipping is available based on order value, quantity, and location. All charges are transparent at checkout.

How long does shipping take? +

Shipping is done in 8 to 9 business days

Do you deliver on weekends or holidays? +

Courier delivery is typically on business days, depending on the destination country.

Will I receive a tracking number? +

Yes, tracking info is sent once your parcel is dispatched.

Can I change my shipping address after placing the order? +

Yes, but only within 24 hours of placing the order.

Do you ship to PO Boxes? +

No. We only ship to valid physical addresses.

Which courier partners do you use? +

We use DHL, FedEx, UPS, and India Post etc etc, based on location and service.

What happens if my shipment is delayed? +

We will assist you in tracking, but delays due to customs or weather are beyond our control.

Can I return a product? +

Returns are accepted only if the product is defective, damaged, or not as described.

What is the time window for initiating a return? +

You must inform us within 48 hours of delivery, with photos and explanation.

What are the return conditions? +

Must be unused

Must include original packaging, tags, invoice

Return must be shipped within 7 days of approval

Are returns allowed for items damaged in transit or customs? +

No, damage caused by couriers, customs, or natural calamities is not covered.

Do you accept returns for customized jewellery or watches? +

No, custom-made items are non-returnable.

Are sale or discounted items returnable? +

No, items under discounts or clearance are not eligible for return.

Can I return for a different product or upgrade? +

No. Only replacement or repair of the same product is offered.

What if I missed the 48-hour return window? +

Unfortunately, late return requests are not accepted.

Who pays for return shipping? +

Customers are responsible for return shipping, unless the product was incorrect or defective.

Can I get a replacement instead of refund? +

Yes. No refunds are issued, only repair or replacement of the same item.

How long does replacement take? +

7–10 working days after the returned product passes quality check.

What if the replacement product is unavailable? +

We will offer repair or, if agreed, a credit note.

Can I exchange my product? +

No. We do not offer exchanges for different items or styles.

Do you offer refunds? +

We do not offer monetary refunds — only repair or same-item replacement.

How are refunds processed if approved? +

If exceptionally approved, refund is processed in 7–10 working days via original payment mode.

Do you offer gold/diamond buyback? +

Yes. Lifetime buyback is available for eligible items.

What documents are required for buyback? +

You need to submit the original invoice and authenticity certificate.

Is buyback available on all items? +

No. Customised, damaged, or discounted items are not eligible.

Do you give cash or credit note for buyback? +

We offer bank transfer or store credit based on your preference.

Can I use buyback credit for a new design? +

Yes, use it as part payment for an upgrade or new order.

Is physical visit required for buyback? +

Yes, or courier the product to our workshop after confirmation.

Can I buy back an item I gifted to someone? +

Yes, but original invoice and certificate are mandatory.

Can I customise jewellery or watches? +

Yes, customization is our specialty — from engraving to full bespoke design.

Is customization charged extra? +

Yes, based on design complexity, size, material, and stones.

Will I get a design preview before production? +

Yes, we share digital previews or CAD designs for approval.

Can I engrave names, messages, or dates? +

Yes, engraving is available on many pieces.

How long do custom orders take? +

Typically 10–12 working days for production, excluding shipping.

Can I cancel a custom order? +

No. Customized orders cannot be cancelled or returned once confirmed.

Do you make matching sets or couple designs? +

Yes, we design coordinated pieces for couples, families, or events.

Can I customise a watch too? +

Yes, including bezel, strap, dial, engraving, and more.

Do your products have a warranty? +

Yes, 6-month warranty on manufacturing defects.

What’s not covered under warranty? +

Water or chemical damage

Wear and tear

Mishandling or breakage

How can I take care of my jewellery? +

Clean gently with a soft cloth. Avoid perfumes, sweat, and water exposure.

Do you provide lifetime polishing or servicing? +

Yes, at a nominal cost, you can get professional cleaning and polishing anytime.