FREQUENTLY ASKED QUESTION ( FAQ'S )

Q1. How do I sign up for Monica jewellers Account?

A. All you need to do is visit www.kisna.com and provide us with your name, email address, and a password of your choice.

Q2. What are the benefits of Signing up?

A. Signing up for a Monica Jewellers account will give you substantial benefits and unique designs. Also gives you a hassle-free and superior experience while shopping.

Q3. What is the solution if I have forgotten the password?

A.When signing in you can click on the forgot password link below the signup area. You will be redirected to a new page where you will be instructed to fill in your registered email address. You will receive an email with a link to reset password.

Q4. How to connect with customer care?

A. If you need any assistance, you can contact or chat with our customer care on +91 9090240001 between 9 am -7 pm, 7 days a week.

Q5. Do I have to have an account to place an order on Monica?

A. No, you can place an order as a guest also, by just providing your email address for correspondence. However, we highly recommend creating a Monica account on www.monicajewellers.com as it makes your checkout faster, allows you to track your order, save products that interest you to a wish list (which you may access at a later time), and provides a better shopping experience.

Q6. How do I place an order on Monica?

1. You can place your order in a few simple steps –

Step 1: Register with Monica www.monicajewellers.com by clicking on the "Account" button on the top right- hand corner of the page and clicking on “create an account”.

Step 2.Once you create your account, Select product and click on the "Add to Cart" button. The product will be added to your shopping cart.

Step 3. You can then click on your shopping cart in the top right corner of the page and click on the "Checkout" button to proceed with payment.

Step 4. Provide us with your email address, shipping address, and payment details. Finally, click on "place order" to go ahead. Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order.

Step 5: Enjoy your Monica order! If you have any further questions, you can write to us at info@monicajewellers.com or chat with us by clicking on the "Chat with us" tab at the bottom of the screen.

Q7. Can I edit my order after confirmation?

A. Sorry, you cannot add or edit any product once the order is placed. However, you can remove the product before the order has been packed & shipped. Go to 'My Orders' and go will see option to cancel an item

Q8. Can I buy multiple products in a single order?

A. Yes you can! Just add all the products you wish to buy on to your shopping cart and then click on the "checkout” button.

Q9. What If I have placed a duplicate order?

A. If you think you might have placed a duplicate order, please contact our Customer Service Representative at +91 6356002777 or email info@monicajewellers.com to get the details and they'll make sure that everything gets sorted out to your satisfaction.

Q10. How do I know that my order is confirmed?

A. Once your order is confirmed, you will see a confirmation page displaying a unique Order ID, a listing of the item(s) you have ordered and the shipping address.

In addition, you will receive an email confirming your order details. You will also be notified when we dispatch the item(s) from our warehouse with the respective tracking details.

Q11. Can I ship the products to the address at a different place which is different from my billing address?

A. Yes, Definitely! You can do so by filling in your address as the 'billing address' and the address you wish to ship your order to, as the 'shipping address'

Q12. How does the delivery process work?

A. Once our system processes your order, your products are inspected thoroughly to ensure they are in perfect condition. Once they pass through the final round of quality checks, they are packed and handed over to our trusted delivery partner. Our delivery partners then bring the package to you at the earliest. In case, they are unable to reach you’re provided address or at a suitable time, they will contact you to resolve the issue.

Q13. How are items packaged?

A. We pack our products in boxes, which are covered in a plastic layer. Each individual product is packed in bubble wrap. We pride ourselves on the quality of our packaging. To date, we have received minimal complaints about damaged products due to our packaging.

Q14. What is the range of locations to which Monica Ships its products?

A. Monica Jewellers ships throughout India!

Q15. My Order is been shipped now, how can I track it?

A.Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.

Q16. What is the expected delivery time?

A. We dispatch most orders within 6 working days from the order placed. Delays in delivery times may be caused by local holidays i.e. Sundays and public holidays.

If you are not present at the time of delivery, the courier will leave a notification or will contact you by phone at the number that you provided during your purchase.

Monica jewellers cannot be held responsible for delays in delivery caused by factors beyond its control.

When you receive the merchandise, we ask you to check that the delivery includes all the items ordered. If there are any problems with the delivery, please inform us immediately by writing to our customer care info@monicajewellers.com

Q17. Are there any shipping charges applicable to my order?

A. We ship products for FREE of cost. T&c*

Q18. How do I pay for Kisna's purchase?

A. Monica Jewellers offers multiple ways to pay the amount securely, it includes

- Debit Cards & Credit Cards

- Net Banking

- UPI/Wallets (Google pay, Phone pay, Mobikwik, payzapp, Freecharge, Ola Money)

- Coming Soon, EMI (Buy Now Pay Later) T&c*

Q.19 Is Cash on Delivery mode of payment available?

A. Currently we are accepting COD in Silver Jewellery only.

For Gold Jewellery we are Accepting online payment. I.e. Debit card, credit card, Paytm, wallets, net banking, Google pay.

Q20. What steps does Monica take to prevent card fraud?

A. Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:

When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine cardholder.

Q. 21. How do I return, an item purchased on Monica?

A. In case you are not satisfied or have changed your mind about a particular item(s) in your order, you could either request for a replacement or a return within 7 days of receiving the order.

Q22. Returns will not be accepted under the following conditions:

A.

1. If the request is initiated after 7 days of order delivery.

2. Product is damaged due to misuse/overuse by the customer.

3. Return attempted without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged

Please Note: For certain marketing campaigns or mega sale periods, special return/exchange policies may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

Q23. I have received a damaged/defective/wrong product in my order, how should I Proceed for return?

A. Our Shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your products is damaged, during shipment or transit, you can request a replacement or cancellation and refund within 7 days of receiving the order

Step 1: Contact our customer care on +91 6356002777 or write us info@monicajewellers.com.

Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and bar code intact.

Note: If it is a case of replacement, it is subject to availability of the stock, in cases when a replacement may not be available, we will refund you the amount.

Q.24 What if the ring that I buy does not fit me?

A. We advise our customers to check the size of the ring before placing an order or you can check the ring size guide online. After placing the order, if the ring that is purchased by you does not fit at all, then you need to send the ring back to us.

Q25. Will I have to pay for shipping the product back to you?

A. Yes, You will have to pay for return shipping on all resizing, exchange and refund for all products sent back to us. A nominal amount of ₹ 100 will be charged for the same.

Q26. How can I track my Return Status?

A. You can track your return status by taking our chat support or else you can write to our customer care at info@monicajewellers.com

Q27. Can I return part of my order?

A. Yes. If you have ordered multiple items, you can return/replace/refund for any individual item. Use the chat with us option to raise the request. However, any product being returned needs to be returned in full including the components.

Q28. How will I get refunded for the returned orders and how long the process takes?

A. In the case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 7-10 additional Working days for the amount to reflect in your account.

Q.29 Exchange & Buy-Back Policy

A. We offer Exchange & Buy-Back Policy on all purchases* made from Monica Jewellers within India. The product along with the original product certificate can be returned or exchanged.

- Exchange

: The value of the exchanged product will be 90% of the invoice value. This amount will be credited to your Monica account. This remains valid for 365 days and can be used to purchase anything on our website. The value cannot be encashed.

- Buyback

: If you choose to return the product for buyback, the buyback amount will be 80% of the invoice value. The buy-back value will be paid to you via online bank transfer within 10 days of receipt of the product. Jewellery returned showing signs of alteration by anyone other than Monica shall not be accepted for return. Based on our quality inspection, we reserve the right to change the Exchange and Buy-Back amount of the product.

Q.30 If I lose my jewellery certificate, can I get a duplicate one?

A. Yes, for just a price of Rs.500, we can provide you with a duplicate certificate.

Please Note: To issue a duplicate Certificate we ask for the original product for a quality check.

Q.31 Are the online website products available in retail stores?

A. No, our online products are unique and not available in any retail shops.

Q.32 Do you offer any additional discount?

A. We don't have any discounts available right now but if we do have a promotion or an offer running in the future, we would be happy to inform you of the same. Please join our mailing list so we can keep you updated.

Q.33 Do you have a Facebook page?

A. Yes, we do! Check out our latest offers and updates on our Facebook page: https://www.facebook.com/MonicaJeweller

Q.34 Do you have an Instagram page?

A. Yes, we do! Check out our latest offers and updates on our Instagram page: https://www.instagram.com/monica.jewellers/