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- Pre Sale Questions
- Account Related Questions
- Order Related Questions
Here we've answered all the question you might want to ask, if you can't find an answer to your question, you can contact us.
Pre Sale Questions
How can I track the status of my order?
We usually ship out all orders we have received in 24-48 working hours. At the time of shipping the order, you will receive an email from us with the tracking ID, these can be used to track your order.
Will someone call me before delivering the order?
We work only with leading shipping partners in India to assure that your delivery experience is great! While we cannot guarantee on behalf of third party logistics firms, you will most definitely receive a call before your order arrives. However, we will send you an email when your order is out for delivery. Please feel free to reach out to us at firstname.lastname@example.org for any queries.
Can I change Address once the order is placed?
Please note once we have received your order and processed it, we will not be able to change address. While we will do our best to change the address and help you out, please note that this is not an assured service. In such cases, we can try to put in a request with our delivery partner, but the final execution depends on them. So in case you've got your address or pin code wrong or want to change it, we recommend you to chat with our customer support team and we'll try our best to help!
How much time does it take to deliver the order?
We work with all leading logistics partners in India to ensure smooth and timely delivery of your jewellery. It might take us up to 24-48 working hours to dispatch your order, once the order is confirmed. Once your order has been dispatched from our warehouse, most of the deliveries are completed within 5-7 working days (depending on your location).
How long do you take to ship the order?
We normally ship out all our online jewellery orders within 24-48 working hours (excluding Sunday and Holidays). Once your order has been shipped, you will receive an email with your tracking ID. Please note that the above does not apply to personalised orders, personalised orders take 14 working days to be shipped from our side. Please also note that the above timelines are based on estimates provided by our delivery partners and any unforeseen situations might cause delays.
Do you deliver Pan-India?
Yes, we deliver to almost all Pin-Codes Pan India. You can check if the product can be delivered to your address by going and punching in your Pin Code on the product page.
How can I pay for my order at Salve?
We intend to make the purchase as simple and as seamless for you as possible. We accept all major modes of payment including credit cards, debit cards, cash on delivery (COD), bank transfer, UPI, and so on. However, at this time, we do not accept any international cards. If you have any queries about payment modes, you can chat with our customer support team and we'll help you out.
Will I receive a payment confirmation for my paid order?
You should receive an order and payment confirmation via email and text message within 5 minutes of completing your payment. In rare cases, your order may not get synced immediately. In these cases, it may take up to 24 hours to receive your confirmation. However, if you do not receive an order confirmation within 24 hours, it is possible that your order might not have been created on account of a technical issue either at our end or at the payment gateway's end. In such cases, please do not worry, do connect with our customer support team via email or WhatsApp and provide them with the details of your payment and we will do our best to assist you further!
How long will it take to deliver my Personalised Jewellery order?
Please note that all personalised jewellery is made to order and therefore once you place the order with us, it takes us about 14 working days to prepare the jewellery, QC it, and get it ready for dispatch. Delivery takes another 5-7 working days on average. So overall, delivery of a personalised jewellery order takes about 21 working days.
Account Related Questions
Are my personal details secure?
Absolutely! We treat customer privacy as our utmost priority! While we do not store any financial details (credit card, debit card, bank account numbers, UPI IDs etc) - any personal data that we collect - name, email id, phone number or your delivery address is kept secure and used only for the purposes of shipping your orders and providing certain order related updates. We will never share your data with any third party.
I have forgotten my account password, what should I do?
No worries! If you have forgotten your account password, please go to the login screen and click on Forgot Password. Once done, please enter the email ID that you had registered your account with and a password reset link will be sent to your email ID. By clicking on this link, you can reset your password. Once done, you should now be able to login with the new password.
Do I need to create an account to buy from the Salve Website?
You do not need to create an account, you can also sign out as a guest to make a purchase. Although it is not necessary to create an account, we would strongly recommend that you create an account before placing an order. Having an account makes it very easy to check the status of your order, place a cancellation/return request, view order history and a host of other features.
Order Related Questions
What is the refund procedure for the returned order?
We're very sorry but we do not accept returns after 7 days. If you receive a wrong product/a defective/damaged product only that can be sent back to us on our return address once we accept and approve the return as long as it meets the return requirements (an unboxing video & the conditions mentioned above) and is accepted by us. However, this can only be done within the window of 7 days.
In how many days will my return be picked up?
It takes up to 24-48 working hours to get the return pick up done from your location, once the return request has been placed. In case your return pick up is not done within 24-48 working hours, you can chat with our customer support team.
My order status says "RTO" - what does this mean?
RTO stands for Return to Origin. For all orders that are shipped from our side, our delivery partners make a maximum of 3 delivery attempts. Your order may be marked as undelivered by our shipping partner for the below reasons: Delivery partners are not able to contact you Not able to locate your address You have registered an incorrect phone number Cash is not ready from your side in case of a COD order Pin code is incorrect etc Usually, as soon as this happens, our shipping partners will contact you to reschedule the delivery. However, if in the next 2 attempts as well, the delivery partner still fails to deliver for the above mentioned reasons, then the order shall be sent back to us as RTO. To prevent this from happening, we request that you answer calls from delivery partners and in case the order is undelivered on the first attempt, please do respond to the delivery partner messages to reschedule the delivery. If it so happens that your order has been RTO's without the proper attempts or you would like us to ship the order again, you can chat with our customer support team and we will be glad to help you further!
What to do if the amount got deducted but I haven't got the order confirmation?
Once you have made the payment, please allow up to 10-15 minutes to receive an order confirmation email. In case you do not receive any confirmation within 24 hours please reach out to us through Call/Email/Chat and we will assist you further. In the event that amount has been debited and we have received it we will manually create your order and ship it out. If the amount has not reached us, the payment gateway will automatically return the amount to your original payment source in 7-10 working days.