FAQs

SHIPPING & DELIVERY

We ship all over India with a COD facility.

We provide free shipping on all prepaid orders.

 

• How long will it take for my order to be delivered?

After confirming your order, we ensure that it is shipped within 24 hours from our warehouse. If you place an order on Sundays or holidays, it will be shipped on the next working day after confirmation.

Once your order is shipped from our warehouse, you can expect delivery within 2-5 working days, depending on your location.

• How can I track my order?

As soon as your order is shipped from our warehouse, you will receive an email containing your tracking number and a link to track the order. It's important to provide your email address during the order placement to receive all updates related to your order.

• What will be the delivery time of my order?

Once your package is out for delivery, our logistics partner will contact you to confirm the delivery time.

For verification purposes, packages are delivered using an OTP (One-Time Password), so please keep your phone handy during the delivery.

• What happens if I miss the delivery of my order/package?

If you miss the delivery, don't worry! We make three delivery attempts before the package is returned to our warehouse. You will have another chance to receive it. Our team will contact you if necessary to arrange the delivery.

• Which logistics/courier service do you use for shipping?

We have partnered with reputable logistics providers like Delhivery as of now and also look forward to partner with other reputable logistics partners within India.

INTERNATIONAL

We are delighted to ship worldwide and serve jewellery lovers everywhere!

• What is the delivery time for international orders?

For international orders, we prioritize prompt shipping. After careful packaging, we dispatch the shipment within 24 to 48 hours. Orders received on Sundays or holidays will be shipped on the next working day.

Generally, international orders are delivered within 7 to 15 days from the dispatch date.

If there are any rare delays, please notify us by emailing at contact@one-eleven.in, and we will assist you.

• How can I track my international order?

After your order is fulfilled and shipped, you will receive an active tracking link in your email and on your order page. Please allow some time for the package status to change after it departs from India (typically within 2 days). The next update is usually received after about 10 days.

• What are the shipping charges for international orders?

International shipping charges are determined based on the weight of the products in your order. These charges will be automatically added to your cart at the checkout.

Please note that our shipping charges are on a DDU (Delivery Duty Unpaid) basis, and we charge based on actuals as charged by the respective service provider, such as Delhivery.

• Who is responsible for customs/import duty for my parcel?

All product prices on our website and the shipping charges are exclusive of import duties.

As the recipient of the order, you will be liable for all import duties, customs, and local taxes levied by the country you are in.

Please ensure payment of all such charges to receive your order upon arrival. Failure to do so may result in your order being stuck at the customs department and/or being irretrievable.

• What are the available payment options and charges?

For international customers, we only accept prepaid orders. You can choose from a wide range of payment options to pay online, such as Debit card, Credit card, Net banking, Bank Transfers, and PayPal. Our website is SSL certified, ensuring that online transactions are secure.

If you face any issues, feel free to contact us through WhatsApp at +91 8178929892 or email us at contact@one-eleven.in for assistance.

• What should I do if I don't receive my parcel within the expected time frame?

If your parcel is not delivered within the expected time, please email us at contact@one-eleven.in, and we will assist you in resolving the issue.

Additionally, you can check with your local Post Department/Office if the tracking shows that the package has reached your nearby location/destination city.

PAYMENTS & CHARGES

We offer a variety of payment options, including Credit Cards, Debit Cards, Net Banking, Wallets, PayTM, Google Pay (GPay), PhonePay, Direct bank Transfers, and COD (Cash on Delivery) for orders within India. However, COD is not available for International Orders.

If you encounter any issues with the payment options, don't hesitate to contact us on WhatsApp for assistance.

• What online modes of payment do you accept?

You can make payments using a wide range of methods on our website, including Debit card, Credit card, Net banking, UPI, GPay, PayTM, and Wallets.

For international customers, PayPal is also available as a payment option.

• Is Cash on Delivery (COD) service available?

We offer COD shipping for orders within India with a fixed Cash on Delivery (COD) shipping charge of ₹150. However, COD is not available for International Orders.

• What should I do if my money is debited, but I didn't receive an order confirmation?

If your money is debited, don't worry; it is safe. In such cases, the amount will either be credited back to you or remain with us.

Please check your bank account for the next 10 minutes. If the deducted amount is not reversed, email us at contact@one-eleven.in with your transaction details, name, and email id used while attempting to place the order.

We will respond to your query as soon as possible (10:00 am to 6:00 pm during weekdays).

• Are there any hidden charges?

No, there are no hidden charges for any purchase on our website. We ensure that all charges are clearly displayed before you make the payment.

RETURNS AND EXCHANGES

Unsatisfied with the jewelry you purchased? Changed your mind after receiving your order? No problem! We understand that reconsideration is common for fashion products or jewellery, and we want to ensure you are satisfied with your purchase decision. To facilitate this, we have implemented a simple 3-step return policy. Additionally, we offer a coupon code equivalent to the value of the returned product, which can be used for future purchases.

Is my product covered under the return policy? Yes, all products bought from our website are covered under our Return Policy and are returnable.

To initiate a return, please email us within 48 hours of receiving the product so that we can process your return request.

• How can I return the products?

We offer returns for all our products. To initiate a return, you need to email us at contact@one-eleven.in within 48 hours of receiving the product. Please provide photos and tags of the product(s) you wish to return and the reason for the return.

Our team will respond to your email with the return process within 48 hours.

• What should I do after sending the return email?

Please wait for a reply from our team within 48 hours of sending your return email. We will provide you with further instructions in the email itself.

• Who will handle the shipping of the products for a return?

In all cases, you are responsible for sending the product back to us in its proper condition.

In specific cases, we may arrange for a pickup of the products with an additional upfront charge of ₹200/-. This charge depends on various factors and will be confirmed via email in response to your return request.

• How will I receive my refund?

Refunds are provided in the form of a Coupon Credit. The coupon value is based on the value of the returned product.

For Cash on Delivery orders within India, a deduction of ₹125/- is made for shipping charges, as we bear Cash handling charges for such orders.

For Prepaid Returns within India, where a customer returns one product out of multiple products in the order, no amount is deducted during the refund process, as we consider such orders partially successful.

For International Returns, the deductions include:

1. Non-refundable shipping cost paid at the time of placing the order.
2. Import duties levied by the customs department of India for the returned package.

The final refund coupon code amount is calculated as follows: Total Value of the order - Shipping Cost - Import Duties & Additional Custom Charges.

The refund will be issued as a credit in the form of a coupon code. The coupon code is for one-time use and valid for one year from the date of issuance. You can use it anytime within the validity period for your future purchases. However, only one coupon code can be applied at a time during a new order placement. It is recommended to use the coupon code to its full value to avoid expiration of the unutilized amount.

• When will I receive my refund?

We initiate the refund process once we receive the returned product in proper condition along with the tags.

You will receive your refund coupon code within 48 hours of us receiving the return at our warehouse.

• Can I exchange one or multiple products from my order?

All exchanges are treated as returns. Therefore, the same return policy applies for exchanges as well. Please follow the same process for exchanges as you would for returns.

• How can I cancel my order?

Orders can be canceled only before they are shipped. Once an order is shipped, we do not accept order cancellation requests.

For Cash on Delivery (COD) orders, we will call you to confirm the order before shipping it.

Prepaid orders canceled before shipping will be refunded in full, and you will receive a refund coupon code for your order.

• How can I get a refund to my bank account?

As per RBI Guidelines, we do not offer refunds in the form of bank account transfers. All refunds are primarily given as Refund Coupon Codes (RCC). Only in special cases where a customer has placed a prepaid order and wishes to cancel it before shipping, the refund is processed back to their original mode of payment after relevant deductions.

Please note that there will be a payment gateway charge of 5% of the transaction value when we initiate refunds to your original payment source in such cases.

For e.g. If you paid ₹2000 for your purchase, and you want a refund before shipping takes place, you will be given:

5% of 2000 = 100 i.e., ₹ 2000 – 100 = ₹ 1900

• Why do I have to pay for shipping when using a coupon code?

Our website offers free shipping for orders with a minimum value of Rs 700/-. However, when a coupon code is applied and the product value falls below Rs 700, the product becomes ineligible for free shipping. In such cases, you will need to pay for shipping.

Alternatively, you can increase your cart value to above Rs 700 even after applying the code to avail free shipping again.

PRODUCTS & PACKAGING

• What is the quality of your products?

We take immense pride in offering the best quality products at the most affordable prices. All our products undergo multiple quality checks before being carefully packed for delivery to our customers.

• Is there a guarantee or warranty on your products?

Our jewellery is of high quality, and the shine and color will not fade with regular use.

However, as fashion jewellery, there is no specific guarantee or warranty. If you take basic care of the jewellery by minimizing contact with soap, water, perfume, or any chemicals and store it properly, it will maintain its quality and longevity.

• Why does your jewellery feel expensive?

Our products may give the impression of being expensive due to various factors:

1. We prioritize top-notch quality, offering the best in the industry.
2. We bring unique and trendy designs to our customers.
3. We provide a wide range of colors for each design.
4. Our products are covered under a generous return policy.
5. We use irritation-free and lightweight materials, ensuring both solidity and a premium-quality polish that maintains its shine with proper care.
6. Our priority is customer service and we continually improve our services.

 

• Do you have a physical shop?

No, we are exclusively an online store and sell only through our website www.one-eleven.in. We do not have any branches, sub-stores, agents, or physical stores.

• Will I receive the exact product as shown on the website?

Rest assured, what you see is exactly what you'll get when you order from us. All our products are photographed under natural lighting in our in-house studio to provide accurate product images. Additionally, the Description Section of every product page contains all the necessary details about the product.