FAQs

1. When can I reach out for support?

We are available Monday to Saturday from 10 a.m. to 6 p.m.(IST).

 

2. Where is my order?

We send out an order dispatch confirmation email which has the tracking link of your order. You can track your order via the link or email us at onlinesales@symetree.com if you face any difficulties there.

 

3. How long will it take for my order to get delivered?

We wish you could just download your favorite pieces from our website, but alas! That day is a little far away. For now the delivery time varies between 7-12 days depending on your location. Once we ship it out, you will receive an email with tracking details. If you'd like your order delivery expedited, please email us at onlinesales@symetree.com and we'll try to accommodate your request.

 

4. What shipping carriers do you use?

We use insured shipping carrier Shiprocket or Vamaship for all the deliveries within India.

 

5. Will I have to pay additional shipping and taxes for my order?

Not at all! You don't have to pay additional shipping charges or taxes for your order.

 

6. Do you ship internationally?

Yes, we do.
If we can get there by post or carrier pigeon, we’re there!

 

7. How do I find my correct size?

We have laid out a simple and well illustrated size guide here which should help you ascertain your ring size or bracelet size. In addition, we have also provided the actual dimensions of each product for you to compare with your own body measurements. We would recommend you reach out to us on WhatsApp or call if you need any assistance in finding your size, before placing an order.

 

8. The piece I want is sold out. What now?

Our pieces are made in limited quantities. We sell out fast, but aim to restock even faster. If the piece you want is sold out, you can contact us on email or WhatsApp and we will inform you when its restocked.

 

9. Do you have any stores or stockists?

Yes, we do have a store at 11A Khan Market, New Delhi 3.
Please tap the below link to reach there:
https://goo.gl/maps/2FpAhVcDxQEMFv1DA

 

10. Can I have my order sent as a gift?

Of course. All orders can be packaged and customized, perfect for gifting (to others or to yourself). Simply fill out the notes section at the checkout page stating that you’d like the order to be a gift. You can even request a short note to go along with it. Pop in the receiver’s address and phone number and you’re good to go.

 

11. What payment methods does Symetree accept?

Symetree accepts payments through UPIs, Credit/Debit Cards, Wallets, Netbanking and Cash on Delivery.

 

12. Do I need to create an account to place an order?

No, you don’t need to create an account to place an order. You can checkout as a guest, but we will need you to fill in your email address and phone number during checkout for communication related to order fulfilment and logistics.

 

13. Can I change my shipping address after my order has been dispatched?

No, shipping address cannot be changed after the order has been dispatched.

 

14. Can I add items to an existing order?

Yes, you may add items to an existing order provided we have not yet dispatched it. If we have already dispatched your package, you will need to make a new order.

 

15. Is my package insured?

Yes, all our shipments are insured.

 

16. Are the colors and designs of products shown on the website accurate?

We try to capture the design in its utmost essence, with true to reality colors, though sometimes the result is subject to lighting and may appear different on each screen depending on the screen resolution of the device used. Some products may also appear smaller or larger than their image displayed on our website, therefore we do mention size and specification in the product description

 

17. How do I take care of my jewelry?

Our jewelry is designed to be worn day in day out for years to come, not stay locked in safes. But like most things in life, it needs a little love, care and pampering. And while some tarnishing and scratches are normal, there are some easy ways to keep your pieces as pristine as the day they were made.

Wearing: Last on, first off. In the morning, wear your jewelry as the final step of getting ready. At the end of the day, take it off before your usual night-time routine. This avoids contact with water, lotions, perfumes, etc.

Storing: Keep your pieces in an airtight container to protect it from dust and moisture. It will aid in the longetivity of the plating.

Cleaning: Every couple of months, you can opt to gently clean your pieces with a microfiber or jewelry cleaning specialist cloth. We don’t recommend any other products, polishes, or chemicals.

COVID-19: As we’re living through a global pandemic, we cannot recommend washing and sanitizing your hands enough. That being said, make sure you take any rings off while doing so and limit exposure from water, soap, and hand sanitizer to all jewelry.

 

18. Can I exchange the jewelry I buy online, at Symetree Khan Market store?

Yes, If there is an issue with your order, you have 10 days to request for a replacement. We will issue a store credit equivalent to your order value which you can retrieve online as well as at our store in Khan Market, Delhi.

 

19. How are your pieces made?

All our products are handcrafted with precision using an ancient wax casting technique by gifted artisans in Jaipur. Long story short: a sketched design is first brought to life through a detailed wax model and rubber mold. Wax models are heated in plaster-filled flasks, these flasks are filled with molten brass/silver, and the cooled metals eventually cracks to present a perfect piece of jewelry. The pieces are then plated with 18K gold and completed by studding gem stones tested and approved by our QC team. Then comes the best part of packing wearable art and sending it out with love!

 

20. What materials do you work with?

Our pieces are casted either in brass or silver. To give them lustre and longevity, all our pieces are micron plated in 18k Gold to ensure they last through generations. We also use an array of semi precious gemstones including amethyst, turquoise, garnets, carnelian, peridot and more. You can find specifics for each piece on its product page.

 

21. Can I exchange or return the product?

We’re bummed you don’t love what you bought, but we're happy to offer options to make sure you’re satisfied. If there is an issue with your order, you have 10 days to request for a replacement. To start the process, email us at onlinesales@symetree.com with your order number and details of the issue. Cost of the courier (including the original packaging) sent to us will be borne by you for reasons other than manufacturing defects.

 

22. My jewelry was damaged in transit — can I get a replacement?

Our pieces are made to last so the chances of breakage while shipping are slim. However, we’d be as heartbroken as you if you received a damaged piece. Please reach out to us within 10 days of delivery so we can look into it and send you a replacement.

 

23. Will I get warranty on the jewelry purchased?

All our jewelry pieces are anti-tarnish and ensured with best quality material. Still for obvious reasons, they will also need the basic jewelry care.

Yes, we do provide warranty for plating of all our jewelry pieces. Which means in case you find the plating going off, we will polish it again, make it look like a fresh new piece and send it back to you free of cost. Isn't it amazing?
But what to do, we just love to see our customers always happy and satisfied from what they buy from us.

 

24. Can I personalize my products?

To a great extent, yes! We have our own manufacturing unit with an army of gifted artisans and talented designers. You can reach to us for any customization in the product or packaging.