Frequently Asked Questions

General Queries

1. Who can buy from www.farahkhanfinejewellery.com?

To be able to shop at www.farahkhanfinejewellery.com, you should be above 18 years of age and legally allowed, by the laws governing your land, to shop in India. Currently, we deliver to select cities in India and internationally.


2. How do I best view your site?

Our site is compatible for all Windows and Mac operating systems and can be viewed using the latest stable versions of any of the following browsers.

• Internet Explorer 7.0 & above

• Mozilla Firefox 15.0 & above

• Google Chrome 21.0 & above

• Safari 5.0 & above


3. How do I contact you regarding my order?

You can check the status of your order on our website by checking the Track Order or alternatively, you can contact us by mailing us at support@farahkhanfinejewellery.com. We will respond to your query within two business days. You can also call us on our all day helpdesk number +91-22-66149090/9099 / 1800-307-00990 (Toll Free) between 10 AM and 5 PM IST.

Your Account and Registration

4. Do I need to register to be able to shop at www.farahkhanfinejewellery.com?

No, you can shop as a guest on www.farahkhanfinejewellery.com if you do not want to register on this website. We strongly recommend that you register on www.farahkhanfinejewellery.com as it makes your shopping experience faster, save products that interest you to a wishlist (which you may access at a later time) , and allows you to track your order. If you would like to register, click here.


5. Do I need to pay to register?

Registration on www.farahkhanfinejewellery.com is absolutely free of cost.


6. What happens if I forget my password?

Click on the ‘Forgot Password’ button in the sign in page. It will redirect you to the ‘Forgot Password’ page which will allow you to apply for a new password. Due to security reasons, we will not be able to retrieve your old password and we strongly recommend that you change your password once you sign in with the system-generated password.


7. How do I change my password?

You can change your password in the ‘Edit Profile’ section under the ‘My Account’ tab.


8. How can I change my email address?

You can change your e-mail address in the ‘Edit Profile’ section under the My Account tab.


9. Can multiple accounts be linked to the same email id?

No, you can only have one account linked with an email address.


10. Can personal details be edited?

You can edit your personal details by accessing the ‘Edit Profile’ section under the ‘My Account’ tab. Please note that your username cannot be edited once you have registered.


11. What if i have entered a wrong date of birth during registration? how do I edit it?

You can edit your personal details by accessing the ‘Edit Profile’ section under the ‘My Account’ tab. Please note that your username cannot be edited once you have registered.


12. Is there any difference between the merchandise sold on www.farahkhanfinejewellery.com and Farah Khan stores?

The merchandise sold on www.farahkhanfinejewellery.com is exactly the same as the merchandise sold in our Farah Khan stores. However all pieces on view on the site might not be available for view in the store.


13. What type of products do you sell on-line?

Currently we sell only jewellery.


14. Can you arrange for the delivery of a product which is available in a retail store but not available online?

For items not listed on our site, do write to us at support@farahkhanfinejewellery or call us on our helpline number +91-22-6614 9090/9099 (Mon to Sat, 10AM to 5 PM, All working days) and we shall let you know if we can deliver that product.


15. How do I understand which size will fit me?

Please download our size chart which illustrates the range of sizes for different items. If you are still unsure visit your local jeweller to get the correct size.

• FK Ring Size (Indian Size)

• FK Bracelet size (Indian Size)


16. Can I find the item which I saw in one of your retail stores online?

We try to ensure that the complete range of our products is available online but it is possible that certain items are currently not in stock. Please check again on a later date.


18. What is the guarantee for your products?

All Farah Khan Fine Jewellery products come with a Certificate of Authenticity which will be sent to you with your purchase.

Order Status

20. How can I know the current status of my order?

You can track the status of your order by logging in and clicking on the ‘Order History’ under ‘My Account’ tav.


21. What is the delivery time for my purchase?

The delivery time for each product varies. We will try our best to deliver your order within 3 to 4 weeks within India and 4 to 6 weeks internationally of placing your order.

However our Limited Edition collection would take approx 8 to 10 weeks and Signature Collection will take approximately 6 to 8 weeks for delivery.


22. What is the difference between billing address and shipping address?

Billing Address is the address where a customer gets his bills from the credit card company. Shipping address is the address where the customer wants to receive the shipment.


23. Can I modify my order after the order is placed?

You cannot modify an order once the order has been placed.


24. What happens if my order is lost in transit?

It is very unlikely that your order will get lost in transit. Incase that ever happens we will send you a free replacement of the piece you ordered in 21 days.

Security

25. How secure are my personal details?

We understand that privacy is important to you, and we ensure your personal details are absolutely secure on www.farahkhanfinejewellery.com. We will never release your personal details to any outside company for mailing or marketing purposes.

All Payments on the website are processed by a certified third party (in this case HDFC Bank), which adheres to the privacy policy that is described here. We have a non-disclosure agreement with this third party, and they are certified by all the major card issuers to hold details securely. For more details refer to our Privacy Policy.

26. Are my online transactions safe on your web site?

We at Farah Khan Fine Jewellery are concerned about the safety and security of our customers. Accordingly, we have put a number of technological protections in place to ensure that our transaction process is extremely safe and that our customer's information is secure. For enhanced security www.farahkhanfinejewellery.com does not accept any financial information on its servers. All such information entered by you is directly received through HDFC payment gateway and are then transmitted the corresponding banks servers. All this is done through industry standard encryption protocol known as Secure Socket Layer (SSL). Majority of online transactions are completed without incident. However, please keep in mind that customer protection is a two-way street. When buying on any online venue, caution must always be practised. Following are some guidelines that you should follow to ensure safe and secure online shopping experience. (Check:Safety and Security Tips)

Security Tips

(i). Your password should be protected.

• If using a public computer or terminal, always log out when you complete an online session.

• Keep your passwords private. Remember, anybody who knows your password may access your account.

• When creating a valid password, a combination of letters and numbers is best. Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password.

• Avoid using the same password for multiple online accounts.

(ii). Be wary of unsolicited e-mail and telephone contacts.

• www.farahkhanfinejewellery.com will never email or call a customer and ask them to disclose or verify their www.farahkhanfinejewellery.com password, credit card, or banking account number. Such information should only be submitted on the web page forms, when completing an order on www.farahkhanfinejewellery.com or when making updates to the My Account section and never on phone or email. If you receive a suspicious email (also known as phishing emails) with a link to update your account information, do not click on the link, instead go directly to www.farahkhanfinejewellery.com and then to your account.

• If you are contacted by, or receive an unsolicited e-mail from an unknown entity impersonating as www.farahkhanfinejewellery.com or any of its sister concerns or associates, and are asked to confirm or provide your password or personal or banking information, simply disregard the request and report the incident to us for investigation.

• Customers should always carefully review order and shipment confirmation e-mails to ensure that they are legitimate and have been sent by www.farahkhanfinejewellery.com. To do this, simply cross-reference confirmation emails with the transaction history found in your account section. If you receive a shipment confirmation email for a transaction that is not yours, report the incident to www.farahkhanfinejewellery.com

• A phishing email will normally have a tone of urgency – like "Your account will be temporarily suspended" and therefore please "Login to keep your account active." Please remember Farah Khan Fine Jewellery will NEVER send such emails to its customers.

• If you are doubtful about the credibility of the email, please DO NOT click on any link provided in the email. This may trigger malicious software being installed on your PC. You must report the incident to www.farahkhanfinejewellery.com

• If you receive a suspected spoofed farahkhanfinejewellery.com email, or discover a fake www.farahkhanfinejewellery.com website, please report the incident to www.farahkhanfinejewellery.com

(iii). Protect your personal computer:

• Fraudsters send genuine-looking emails that contain viruses and Trojans (A Trojan refers to a program that appears to be safe, but hidden inside, is usually something harmful, probably a virus). These viruses / Trojans, install a malicious code on your PC without your knowledge. They extract your confidential information that fraudsters use to access your online profile / account etc.

• Here are a few important action points that you should bear in mind:
- Keep your PC updated with the latest anti-virus / anti-spyware software.
- Install a personal firewall on your PC to protect your account.
- Keep your PC updated with the latest security patches and, most importantly, do not click on links or open attachments in unknown or unsolicited (spam) emails.
Payments

27. What are the payment options?

You can make your payment using credit cards, debit cards or net banking. International credit cards are also accepted. Please refer to the payment options page for a complete list of accepted payment methods.


Please note that payments on www.farahkhanfinejewellery.com will be accepted only in INR/USD In case of international credit cards, the transaction amount will be converted to INR before the payment is accepted. Currency conversion charges may apply based on your credit card policy.


28. How does the online payment system work?

The debit / credit card information you enter on the payment gateway page will be directly authorized by your bank or debit / Credit Card Company. Once we receive their authorization, your order will be finalized. You will know right away if your credit card was accepted.


29. Is my credit / debit card secure when I use it on your web site?

We at Farah Khan Fine Jewellery are concerned about the safety and security of our customers. Accordingly, we have put a number of technological protections in place to ensure that our transaction process is extremely safe and that our customer's information is secure. For enhanced security www.farahkhanfinejewellery.com does not accept any financial information on its servers. All such information entered by you is directly received through our payment gateway and are then transmitted to your banks servers. All this is done through industry standard encryption protocol known as Secure Socket Layer (SSL). Majority of online transactions are completed without incident. However, please keep in mind that customer protection is a two-way street. When buying on any online venue, caution must always be practiced.


30. What are the reasons my credit card might be refused?

Debit and credit card companies refuse authorization of debit / credit cards for a specific number of reasons, including:

• The debit/credit card number entered is not a valid number (often the result of a typing error)

• The debit/credit card does not have enough credit balance left to pay for the order

• The billing address entered in the order form does not exactly match the address in your debit/credit card statement (also sometimes the result of a typographical error)

• The expiration date of the debit/credit card is not entered correctly (also sometimes the result of a typographical error)
Please contact your debit/ credit card issuing bank for any clarifications.


31. Which debit / credit cards do you accept and what are the supported banks under internet banking option?

We accept all major credit and debit cards including international credit cards; we accept net banking facility provided by all major Indian banks. For a complete list of payment options please refer Payment Options.

Delivery/ Shipping

32. Where do you deliver in india?

We currently deliver in all location in India with a courier connection.


33. Do you deliver outside india?

Yes we deliver in select countries outside India. These are USA, Canada, China, Hong Kong, Japan, Qatar, Saudi Arabia, Kuwait, Bahrain, Oman, Turkey, Indonesia, Malaysia, Brunei, Morocco, South Africa, Thailand, Australia, Bangladesh, Mauritius, Sri Lanka, Azerbaijan, UK,Italy, France, Germany, Netherlands, UAE, Russia, Monaco, Switzerland, Austria, Denmark, Sweden, Spain


34. I don’t live in India, can I order for a delivery in india?

Yes, all you need to do provide a valid shipping address in India. Your billing address can be an international address.


35. When you deliver my order, what if I am not at home?

Our courier partners will leave a message and attempt to deliver again at a later time. We urge you to plan and coordinate the purchase such that the recipient is available to accept the shipment at the provided delivery address.


36. If i have placed the order and I am out of town, will the order be delivered to my family members?

In order to ensure the safety of your order we will not hand over delivery of your order to your family members. We urge you to coordinate your purchase to take delivery when you are available to take the delivery.


37. Is any proof of Identification required while taking the delivery of my order?

Yes, the Recipient of the product/s needs to keep a photo copy of any of the following approved photo id proofs handy for receiving the delivery:


• Pan card

• Driving License

• Passport

• Voters card

• UID Card (Aadhar)

• Resident Identity card

To ensure that your order arrives safely, the courier will require a signature from the recipient on delivery.

For international Customers, please provide an accepted ID proof.


38. How soon will an order be delivered?

The delivery time for each product varies. We will try our best to deliver your order within 3 to 4 weeks within India and 4 to 6 weeks internationally of placing your order.

However our Limited Edition collection would take approx 8 to 10 weeks and Signature Collection will take approximately 6 to 8 weeks for delivery.


39. Do you delivery to multiple locations for my order?

No, currently we do not have this facility. You can get different products delivered to place multiple addresses/locations by placing multiple orders.


40. What are the shipping charges?

Within India shipping is free. Internationally shipping will be charged at US$ 150 per order which includes insurance.


41. Can I track my order?

You can track the status of your order by logging in and clicking on ‘Order Status’.


42. What if my order has reached me in a damaged or defected condition?

In the unlikely event that any merchandise you have ordered from us is not received in good condition, is damaged or defective, or if the merchandise delivered is different from what you had ordered, you may return the merchandise unused, and in the same condition as you received it, in its original packaging along with original tags, for a refund within 24 hrs. Please call us on our helpdesk number +91-22-6614 9090/9099 (Mon to Sat, 10 AM – 5 PM, All working days) or email us at support@farahkhanfinejewellery.com within 24 hours to report such an incident.

Returns, Cancellations & Refunds

43. What happens if I receive a broken or a defective item from you?

In the unlikely event that any merchandise you have ordered from us is not received in good condition, is damaged or defective, or if the merchandise delivered is different from what you had ordered, you may return the merchandise unused, and in the same condition as you received it, in its original packaging along with original tags, for a refund. Please call us on+91-22-6614 9090/9099 (Mon to Sat, 10 AM – 5 PM, All working days) or email us at support@farahkhafinejewellry.com within 24 hoursto report such an incident.


44. How long will it take for you to respond to my question?

We respond to queries within 3 business days. Please note that only actual business hours of operation apply to our response time. For instance, if you send in a query to us on Friday evening at 7.p.m., our response time to you could take up to 3 business days, which means you will receive a reply by the following Wednesday. In most cases you will receive a response sooner.


45. Can I cancel my order?

Orders once placed cannot be cancelled.


46. What should i do if i need an item that is not listed on the website?

Please send us an email at support@farahkhanfinejewellery.com and we will respond to you regarding the availability of this product at a future date.


47. Is there a limit to the value that I can buy for?

No there is no limit. Please ensure your card has the required credit limit while making the purchase.


48. In case I change my mind about the size picked up, can i return it?.

We recommend that you use our Ring/bracelet sizer to give us your correct size as we do not accept returns unless the piece is damaged in transit and which should be reported by e mail to support@farahkhanfinejewellery.com with 24 hours of you receiving it.


49. I want to return a product, how can i do that?

We do not accept returns


50. Can I return or Exchange any Farah Khan Fine Jewellery Product purchased online?

Every Farah Khan Fine Jewellery piece is unique & holds its own worth of “design & aesthetics”. Thus we do not exchange or entertain return of any Farah Khan piece.