FAQ
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PRODUCTION
Depending on the level of personalisation required, it will take 2–5 business days to process your order and create your jewellery.
Once our jewellers have finished creating your piece, we will ship your parcel within 24 business hours via express post. Orders within India are sent Express Post via Indian Post and are usually delivered within 1–2 business days. Orders outside India are sent Express Service via DHL and will take between 2–5 business days, depending on where your order is shipped.
You have a small window of approximately 60 minutes after ordering to cancel or amend your order before it is moved into the manufacturing stage. At this stage, no amendments or cancellations can be made.
If you have made a mistake or changed your mind, we recommend you cancel or amend your order as soon as possible.
SHIPPING AND RETURNS
Your parcel’s delivery time will vary depending on the level of personalisation required on your jewellery pieces and where you are shipping to. You will see an estimated delivery window once your jewellery is added to your cart before you checkout.
Once your parcel is packed and out for delivery, you will receive an automated email notification or text message with a clickable link or tracking number to monitor the journey of your parcel.
We ship to the whole of India. Parcels to an Indian address are sent Express Post via Indian Post. Parcels are delivered within 1–5 business days.
All our parcels are insured while in transit. A signature is required to receive the parcel, unless you have given other special delivery instructions. Once the parcel is delivered, it is no longer considered as “in transit” and is therefore no longer insured.
All our jewellery is made to order and we cannot accept returns or exchanges for change of mind or incorrect purchase.
We accept online return requests on any faulty items within 14 days of when the delivery was received.
For more information, please read our returns policy.
All our jewellery is made to order and we cannot accept returns or exchanges for change of mind or incorrect purchase.
If you have received a faulty item or you are not satisfied with your purchase, please fill out the return request form.
Once your request is reviewed and approved, we will send you a pre-paid returns label.
Please return all the parcel’s components in the original packaging and attach the returns label onto the front of the package.
For more information, please read our returns policy.
MATERIALS AND CARE
Minimising our impact is extremely important to us and our sustainability practice is at the forefront of everything we do.
All Luxtails gold, silver, diamonds and gems are solely sourced from a local and internationally-accredited Indian refinery and jeweller. Their accreditations ensure all Luxtails materials are certified as responsibly sourced and all gold and silver production scrap is recycled internally.
Our local supplier’s international accreditations ensure all our diamonds and gemstones are responsibly sourced and certified as conflict free.
To read more about our materials and our supplier’s accreditations, see our conscience.
All Richie Paws diamonds undergo rigorous grading and are all certified. Please see the product descriptions for the size, cut, caratage and grade of our diamond pieces.
All our pieces are crafted and hand-finished in our jewellery workshop in Mumbai, India.
All our pieces are made from high-grade materials and our silver is treated with a special anti-tarnish treatment to help it stay shinier for longer.
However, we recommend you avoid contact with sea water, harsh chemicals or any abrasive materials – such as at the beach or in the pool.
For full care instructions, including more information on how to protect your jewellery and what to avoid, please see our jewellery care guide.
Yes absolutely. We understand through love and wear, your pieces may need a clean from time to time. We have supplied you with a Luxtails jewellery polishing cloth, a specially designed microfibre cloth to buff your pieces for extra shine with minimal effort.
For a better clean, soak your jewellery in lukewarm water with a drop of liquid soap for 5–10 minutes. Remove your jewellery and gently rub the surface with the polishing cloth. Repeat this process as necessary.
For full cleaning instructions and other specific cleaning methods for different pieces, visit our jewellery care guide.
Over time, sterling silver is prone to tarnishing due to moisture and gases in the air that oxidise the metal.
All our silver is treated with a special anti-tarnish coating to slow the oxidising process and keep your silver jewellery looking shinier for longer.
Certain skin types and oils may also speed up or slow down the oxidising process.
When you’re not wearing your jewellery, keep your pieces in your Luxtails jewellery pouch in a dry place to protect them. We recommend avoiding harsh chemicals, abrasive materials and wearing your jewellery at the beach or in the pool.
For full care and cleaning instructions, visit our jewellery care guide.
SIZING
All sizes, dimensions and material information can be found under the description on the product page. We understand it is an exciting, yet important decision to find the right piece for you and your furry hero. As a handy tip, we recommend you use a piece of paper and ruler to measure out the dimensions of any piece you are interested in to help you find the right size.
There are a few things to consider before deciding on the correct size for you, such as who will be wearing the jewellery, how it will attach, what look you want and if you want to use it for identification. To help you make these decisions, we recommend you refer to our jewellery size guide.
