FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
- ABOUT SVETARA
- 1. What is SVETARA?
- S V E T A R A is a fashion jewellery brand owned and marketed by We Retail Network, Jamshedpur, Jharkhand. We offer contemporary jewellery designed for modern, refined and occasion-based styling.
- 2. What is the official SVETARA website?
- The official website is:
- www.svetara.com
- Customers should place orders only through our official Website or an authorised SVETARA sales channel.
- 3. Is SVETARA fashion jewellery or precious jewellery?
- Unless expressly stated on the relevant product page, SVETARA products are fashion jewellery.
- Terms such as gold, golden, silver, pearl, crystal, diamond, ruby, emerald or similar descriptions may refer to the colour, finish, appearance or design style. They do not indicate solid precious metal or natural gemstones unless specifically mentioned and supported by appropriate product information or certification.
- 4. Who owns and operates SVETARA?
- SVETARA is owned and marketed by:
- We Retail NetworkJamshedpur, Jharkhand, India
- PRODUCTS AND MATERIALS
- 5. What materials are used in SVETARA jewellery?
- Materials may vary by product and may include:
- fashion jewellery alloy;
- brass;
- stainless steel;
- synthetic stones;
- crystal accents;
- decorative beads;
- faux pearls;
- resin elements; and
- gold-tone, silver-tone, antique gold-tone or other decorative plating.
- Please check the product description and specifications before placing an order.
- 6. Are the stones used in SVETARA jewellery natural?
- Unless expressly stated otherwise, stones used in SVETARA fashion jewellery may be synthetic, imitation, decorative, composite or laboratory-created.
- Natural gemstone or precious-stone claims will be specifically mentioned on the product page where applicable.
- 7. Is SVETARA jewellery hypoallergenic?
- We do not make a universal hypoallergenic or nickel-free claim unless it is specifically stated on the relevant product page.
- Customers with sensitive skin or known metal allergies should review the disclosed product materials and exercise appropriate caution.
- 8. Can the jewellery colour differ from the product images?
- Minor colour variations may occur because of:
- photography lighting;
- editing;
- screen brightness;
- device display settings;
- reflections;
- handcrafted finishing; or
- natural variation between individual pieces.
- We make reasonable efforts to display product colours and details as accurately as possible.
- 9. Are product dimensions and weights exact?
- Dimensions and weights described as “approximately” are visual or physical estimates and may be subject to reasonable measuring and manufacturing tolerances.
- Minor differences in length, width, height or weight will not ordinarily be treated as a product defect.
- 10. Will every product look exactly identical?
- Minor differences may occur in:
- stone placement;
- bead alignment;
- polish;
- texture;
- colour tone;
- plating finish; or
- hand-assembled elements.
- These small variations are normal in fashion jewellery and do not materially change the product design.
- 11. Does SVETARA provide an authenticity certificate?
- An authenticity card or certificate may be supplied with selected products where specifically mentioned.
- Fashion jewellery products do not automatically include a precious-metal or gemstone certification unless expressly stated on the product page.
- PLACING AN ORDER
- 12. How can I place an order?
- You can place an order through:
- www.svetara.com
- Select the desired product, add it to your cart, provide the required delivery information and complete checkout using an available payment method.
- 13. Do I need to create an account to place an order?
- Guest checkout may be available for certain orders. Creating an account may help you:
- view order history;
- save delivery addresses;
- track orders;
- manage returns;
- maintain wishlists; and
- receive account-related updates.
- 14. How will I know whether my order has been received?
- After placing an order, you may receive an acknowledgement through:
- email;
- SMS;
- WhatsApp;
- your SVETARA account; or
- another authorised communication channel.
- An order acknowledgement confirms receipt of the order but remains subject to payment confirmation, availability and verification.
- 15. Can SVETARA refuse or cancel an order?
- An order may be refused, held or cancelled for legitimate reasons, including:
- product unavailability;
- payment failure;
- incorrect pricing;
- inaccurate product information;
- an incomplete delivery address;
- an unserviceable PIN code;
- suspected fraud;
- promotional misuse;
- unusually large quantities;
- verification failure; or
- circumstances beyond our reasonable control.
- Where SVETARA cancels a prepaid order, the eligible amount will be refunded.
- 16. Can I place a bulk or resale order?
- Orders that appear to be intended for resale, commercial redistribution or unusually large-scale purchase may require prior approval.
- SVETARA may limit quantities or refuse an order where reasonably necessary.
- PAYMENTS
- 17. What payment methods are accepted?
- Available payment options may include:
- credit cards;
- debit cards;
- UPI;
- net banking;
- wallets;
- cash on delivery, where available; and
- other payment methods displayed at checkout.
- Payment availability may vary by order value, customer, product and delivery PIN code.
- 18. Is cash on delivery available?
- Cash on delivery may be available for selected products, order values and serviceable locations.
- COD may be restricted where:
- the courier does not support it;
- the order value exceeds a permitted limit;
- previous COD orders were repeatedly refused;
- fraud or misuse is suspected; or
- operational limitations apply.
- 19. Does SVETARA store my card or UPI PIN details?
- SVETARA does not ordinarily store complete card numbers, CVVs, UPI PINs, banking passwords or payment OTPs.
- Payments are processed through authorised banks, payment gateways and financial-service providers.
- SVETARA will never ask you to disclose:
- your UPI PIN;
- debit-card or credit-card PIN;
- CVV;
- banking password; or
- payment OTP
- for processing an order or refund.
- 20. What should I do if my payment is deducted but the order is not confirmed?
- Please wait for the payment provider to update the transaction status.
- If the order is not confirmed within a reasonable time, contact SVETARA with:
- your name;
- mobile number;
- email address;
- payment reference number;
- amount paid; and
- screenshot of the transaction, if available.
- Where payment has been received but the order cannot be processed, the eligible amount will be refunded.
- 21. Can I request a GST invoice?
- A GST invoice may be issued where applicable.
- Customers requiring a GST invoice must provide accurate:
- legal or business name;
- billing address;
- GSTIN; and
- other required information
- before invoice generation.
- SVETARA cannot guarantee an invoice amendment after the order has been processed or the statutory amendment period has expired.
- SHIPPING AND DELIVERY
- 22. Where does SVETARA deliver?
- SVETARA currently delivers to serviceable postal addresses within India.
- Delivery availability depends on courier coverage, applicable restrictions and the delivery PIN code.
- 23. Is shipping free?
- SVETARA offers free standard shipping on orders above ₹499 within India.
- For orders of ₹499 or below, the applicable shipping charge will be displayed at checkout.
- 24. How long does order processing take?
- In-stock orders are ordinarily dispatched within one business day after:
- successful order placement;
- payment confirmation;
- required verification; and
- delivery-address confirmation.
- Processing may take longer during sales, public holidays, festivals, launches or periods of high order volume.
- 25. How long does delivery take?
- Standard delivery ordinarily takes approximately four to five business days after dispatch.
- Delivery time may vary depending on:
- location;
- courier operations;
- public holidays;
- weather;
- local restrictions;
- remote-area serviceability;
- customer availability; or
- circumstances beyond our reasonable control.
- 26. How can I track my order?
- After dispatch, tracking information may be sent through:
- email;
- SMS;
- WhatsApp;
- your SVETARA account; or
- the courier tracking page.
- Tracking may take some time to become active after the shipment is handed to the courier.
- 27. Can I change my delivery address?
- An address-change request should be submitted before dispatch.
- Once the order has been dispatched, changing the address may not be possible and may involve additional redirection, return or re-shipping charges.
- 28. What happens if I am unavailable during delivery?
- The courier may make additional delivery attempts depending on its operational policy.
- Delivery may also be completed to an apparently authorised person at the address, such as:
- a family member;
- household member;
- office reception;
- building security personnel; or
- another authorised recipient.
- Customers should remain reasonably available and monitor delivery updates.
- 29. What should I do if the package appears damaged or tampered with?
- Where the package appears opened, torn, resealed, wet or materially damaged, you should, where reasonably possible:
- refuse delivery;
- ask the courier to record the reason;
- take photographs or video; and
- contact SVETARA promptly.
- If you accept the package, record an uninterrupted unboxing video before opening it.
- 30. What should I do if tracking shows “Delivered” but I have not received the package?
- Please notify SVETARA within 48 hours of the delivery update.
- Before contacting us, check with:
- family members;
- neighbours;
- reception personnel;
- security personnel;
- office staff;
- authorised recipients; and
- safe locations around the delivery premises.
- We may request the courier to investigate and review available proof-of-delivery records.
- ORDER CANCELLATION
- 31. Can I cancel my order?
- A cancellation request may be submitted:
- before dispatch, within three calendar days from the order date; or
- after delivery, within three calendar days after delivery, subject to return eligibility.
- If the product has already been dispatched, cancellation cannot be guaranteed and the customer may be required to refuse delivery or return the product.
- 32. How do I cancel an order?
- A cancellation request may be submitted through:
- the cancellation option in your SVETARA account, where available;
- email at admin@svetara.com; or
- WhatsApp Business at +91 99057 33416.
- Please include your:
- full name;
- registered contact details;
- order number;
- product name; and
- reason for cancellation.
- 33. Will I receive an immediate refund after cancellation?
- If the order has not been dispatched, an approved prepaid-order refund may be initiated after cancellation processing.
- If the order has already been dispatched or delivered, the refund will be processed only after:
- the cancelled product is returned;
- SVETARA receives it;
- the product is matched with the original order;
- the product passes quality inspection; and
- the refund is approved.
- RETURNS AND EXCHANGES
- 34. What is SVETARA’s return and exchange period?
- An eligible product may be returned or exchanged by submitting a request within three calendar days after delivery.
- The delivery date recorded by the courier will be treated as the delivery date.
- 35. What conditions must a product satisfy for return or exchange?
- For a preference-based return or exchange, the product must be:
- unused;
- unworn;
- unwashed;
- unaltered;
- undamaged after delivery;
- free from perfume, cosmetics, sweat and moisture;
- complete with all stones and components;
- accompanied by original tags;
- packed in the original jewellery packaging; and
- returned with certificates, free gifts and accessories, where supplied.
- The product remains subject to quality inspection.
- 36. Can earrings be returned or exchanged?
- For hygiene reasons, earrings and other pierced jewellery may be returned or exchanged only if:
- they have not been worn or tried on;
- the posts, hooks and closures remain clean;
- the hygiene seal or tamper-evident packaging remains intact, where supplied;
- the original tags remain attached; and
- all other return conditions are satisfied.
- This restriction does not prevent a remedy where the product is received damaged, defective, incorrect or materially different from its description.
- 37. Can sale products be returned?
- Products sold at a discount of 50% or more are not ordinarily eligible for a preference-based refund.
- They may be eligible for one exchange within the three-day period, subject to:
- product condition;
- hygiene requirements;
- stock availability; and
- quality inspection.
- A damaged, defective, incorrect or materially misdescribed sale product remains eligible for an appropriate statutory remedy.
- 38. Can personalised or customised products be returned?
- Customised, engraved, resized, altered, made-to-order or personalised products are not ordinarily eligible for preference-based cancellation, return or exchange after processing begins.
- A remedy may still be available if the product is:
- damaged;
- defective;
- incorrect; or
- materially different from the approved specifications.
- 39. How do I request a return or exchange?
- Submit your request through:
- the return facility in your account, where available;
- email at admin@svetara.com; or
- WhatsApp Business at +91 99057 33416.
- Please provide:
- customer name;
- registered contact details;
- order number;
- product name;
- reason for return or exchange;
- preferred resolution; and
- photographs or videos, where relevant.
- Do not send the product back without receiving return instructions or authorisation.
- 40. Is reverse pickup available?
- Reverse pickup may be arranged where courier service is available at the delivery PIN code.
- Where reverse pickup is unavailable, the customer may be asked to return the product through a reliable tracked courier.
- 41. Who pays the return-shipping charges?
- Where the return is caused by a confirmed:
- damaged product;
- defective product;
- incorrect product;
- missing component; or
- material difference from the description,
- reasonable standard reverse-shipping costs will not be charged to the customer.
- For preference-based returns or exchanges, the customer will bear the applicable reverse-logistics cost.
- 42. Can I exchange a product more than once?
- Only one preference-based exchange is ordinarily permitted per product.
- A replacement product is not eligible for another preference-based return or exchange.
- This restriction does not apply where the replacement itself is received damaged, defective, incorrect or materially misdescribed.
- DAMAGED, DEFECTIVE OR INCORRECT ORDERS
- 43. What should I do if I receive a damaged or incorrect product?
- Submit a complaint within three calendar days after delivery.
- Please:
- retain the product and all packaging;
- do not wear, clean, repair or alter the jewellery;
- provide clear photographs or videos;
- provide a photograph of the shipping label; and
- retain the invoice, tags and accompanying items.
- 44. Is an unboxing video compulsory?
- An uninterrupted unboxing video is strongly recommended for claims involving:
- an empty package;
- a missing product;
- missing components;
- an incorrect product;
- transit damage; or
- visible package tampering.
- The absence of an unboxing video will not automatically invalidate a genuine claim where the issue can be reasonably established through other reliable evidence.
- 45. What is considered a manufacturing defect?
- A manufacturing defect may include:
- a broken clasp at delivery;
- a detached component;
- a missing stone or bead at delivery;
- a material deviation from the product description;
- an incorrect product;
- an incomplete product; or
- another fault existing when the product was supplied.
- Normal wear, accidental damage, gradual plating change or damage caused by improper care is not ordinarily considered a manufacturing defect.
- REFUNDS
- 46. When will my refund be processed?
- For products that have already been dispatched or delivered, the refund will be initiated only after:
- the product reaches SVETARA;
- the returned item is verified;
- it passes quality inspection; and
- the refund is approved.
- After approval, refunds are ordinarily initiated within seven business days.
- 47. How will I receive my refund?
- Prepaid-order refunds will ordinarily be processed to the original payment method.
- COD-order refunds may be processed through:
- bank transfer;
- UPI; or
- another legally permitted method.
- 48. How is the refund amount calculated?
- The refund is based on the actual amount paid for the returned product after adjusting:
- discounts;
- coupons;
- cashback;
- promotional benefits;
- bundle discounts;
- free-gift value, where applicable;
- reverse-shipping charges; and
- lawfully disclosed non-refundable charges.
- A refund will not exceed the amount actually paid for the product.
- 49. Are shipping and COD charges refundable?
- For a preference-based return:
- original shipping charges;
- COD charges;
- convenience charges;
- gift-wrapping charges; and
- reverse-shipping charges
- may be non-refundable or deducted where permitted and disclosed.
- Where the return results from a confirmed SVETARA error or defective product, applicable standard shipping costs will not be deducted.
- 50. What if my refund is delayed after initiation?
- Banks, card issuers, UPI providers and payment gateways may require additional time after SVETARA initiates the refund.
- Contact us with your order number if the refund does not appear after the payment provider’s normal processing period.
- PROMOTIONS, COUPONS AND FREE GIFTS
- 51. What happens to a coupon when I return a product?
- A coupon may not be reinstated after a return.
- If returning a product causes the remaining order to no longer satisfy the promotion’s minimum conditions, the refund may be recalculated.
- 52. Do I need to return a free gift?
- Yes. Any free gift, accessory, pouch or complimentary item linked to the returned product must also be returned.
- If the complimentary item is not returned, is used or is damaged, its disclosed or reasonable value may be deducted from the refund where permitted by law.
- 53. Can promotional products be refunded for cash?
- Promotional benefits, gift items, loyalty rewards and coupons do not ordinarily have cash value unless the applicable promotion expressly states otherwise.
- JEWELLERY CARE
- 54. How should I care for SVETARA jewellery?
- To preserve the appearance of fashion jewellery:
- keep it away from water and moisture;
- avoid perfume, cosmetics and chemicals;
- remove it before bathing, swimming, sleeping or exercising;
- wipe it gently after use;
- store pieces separately;
- use a soft pouch or jewellery box; and
- avoid pulling, bending or dropping the jewellery.
- 55. Can the plating fade or tarnish?
- Fashion jewellery plating may gradually change because of:
- regular wear;
- moisture;
- sweat;
- perfume;
- cosmetics;
- chemicals;
- climate;
- storage conditions; or
- individual skin chemistry.
- Gradual plating wear or tarnishing after use is considered normal wear and tear unless an express written warranty states otherwise.
- 56. Is SVETARA jewellery waterproof?
- SVETARA jewellery should not be treated as waterproof, sweatproof or tarnish-proof unless expressly stated on the relevant product page.
- 57. Can I sleep, bathe or exercise while wearing the jewellery?
- We recommend removing fashion jewellery before:
- sleeping;
- bathing;
- swimming;
- exercising;
- applying perfume; or
- using cosmetics and chemicals.
- This helps reduce accidental damage, discolouration and plating wear.
- ACCOUNT, PRIVACY AND COMMUNICATIONS
- 58. How does SVETARA use my Personal Data?
- Personal Data may be used for:
- processing orders;
- arranging delivery;
- processing payments and refunds;
- customer support;
- fraud prevention;
- legal and tax compliance;
- Website improvement; and
- marketing, where permitted.
- Please read SVETARA’s Privacy Policy for complete information.
- 59. Can I opt out of promotional communications?
- Yes. You may opt out by:
- using the unsubscribe option in an email;
- following the opt-out instructions in a message;
- changing available communication preferences; or
- contacting SVETARA.
- You may continue to receive transactional communications relating to orders, payments, deliveries, refunds, account security and legal notices.
- 60. Can I request correction or deletion of my Personal Data?
- Subject to applicable law and mandatory record-retention requirements, you may request access, correction, updating or erasure of eligible Personal Data.
- Requests may be sent to:
- admin@svetara.com
- Certain records may need to be retained for GST, accounting, fraud prevention, dispute resolution or other legal requirements.
- CUSTOMER SUPPORT AND GRIEVANCES
- 61. How can I contact SVETARA?
- Website:www.svetara.comEmail:admin@svetara.comWhatsApp Business: +91 99057 33416
- Please provide your order number and registered contact details when requesting order-related assistance.
- 62. How can I submit a formal grievance?
- A formal grievance may be submitted to:
- Business: We Retail NetworkBrand: S V E T A R AGrievance Officer: Nikhil Kumar Singh
- Designation: Grievance Officer – Ecommerce and Consumer ComplianceEmail:admin@svetara.comTelephone/WhatsApp: +91 99057 33416Please include:
- your full name;
- registered contact details;
- order number;
- description of the complaint;
- supporting documents or photographs; and
- the resolution requested.
- SVETARA will endeavour to acknowledge consumer grievances within forty-eight hours and resolve them within one month, subject to receiving the information reasonably required to investigate the matter.
- 63. Can SVETARA update these FAQs?
- Yes. These FAQs may be updated to reflect changes in:
- products;
- services;
- shipping arrangements;
- return procedures;
- payment methods;
- applicable laws; or
- business operations.
- Where there is any inconsistency between these FAQs and an applicable policy, the detailed policy displayed on www.svetara.com will prevail, subject to applicable law.
