The short answer
Before you pay, make sure the listing states material, purity or identity, weight, size and treatments in writing. Check return and refund terms, especially for custom pieces. Pay by a traceable method, never by an unexplained transfer to a personal account. Record an unboxing video without cuts. Check the item against the listing, invoice, hallmark or report on the day it arrives, and raise problems in writing, quickly.
Before you order: read the listing properly
Good listings answer the questions that change value. If any of these are missing, ask before you buy.
| What to look for | Why it matters |
|---|---|
| Material and purity (for example 925 silver, 22K gold) | Sets value; “silver-tone” or “gold-tone” describes colour only |
| Identity and treatments for stones | Natural, lab-grown, imitation, heated, dyed or filled stones are priced very differently |
| Weight in grams or carats, and dimensions | Lets you compare prices and check what arrives |
| Hallmark or report | A BIS hallmark or independent laboratory report can be checked; seller wording cannot |
| Real photos and video | Stock or heavily edited images may not show the actual item |
| Made to order or ready to ship | Affects delivery time and return rights |
| Full price | Making charges, GST, shipping and any testing or packaging charges |
Questions to ask the seller in writing
- Is this the exact item I will receive, or a similar one?
- What is the weight, and does it include stones, thread or other parts?
- Are the stones natural, and have they been treated or dyed?
- Is there a hallmark or an independent report, and can I check it online?
- When will it be dispatched, and what is the expected delivery date?
- What are the return, exchange and refund terms, including for custom or resized pieces?
- Who pays return shipping, and how long do refunds take?
Save the answers as screenshots or emails. Written answers are your evidence if something goes wrong.
Check the seller
- A physical address, phone number and business details on the website.
- Clear policies for shipping, returns, refunds and privacy that are easy to find.
- A secure checkout (https) on the seller’s own site or a well-known platform.
- Recent reviews across several sources, reading the critical ones, not only the star rating.
- Consistency: the same business name on the website, invoices and payment page.
Paying safely
- Prefer traceable payment methods: cards, UPI to a business account, or a reputable payment gateway.
- Be cautious with advance transfers to personal accounts, especially when the seller pushes for urgency.
- Cash on delivery can reduce risk, but you usually cannot open the parcel before paying. Your unboxing record is still important.
- Never share OTPs, card PINs or passwords, even with someone claiming to be the seller or a courier.
- Keep the order confirmation, invoice and payment receipt together.
When the parcel arrives
- Check the outer packaging before accepting it. Note any tears, damage or signs of tampering, and photograph them.
- Record a continuous unboxing video, showing the sealed parcel, the label and every item as you open it. Do not cut or pause the video.
- Compare the item with the listing: material, colour, size, weight and any marks.
- Check the hallmark or report online, using the official website or app, not a link sent by the seller.
- Weigh the item on a small digital scale if weight matters (gold, silver, gemstones).
- Try it on carefully before removing tags, if the seller’s return policy requires them.
If something is wrong
- Contact the seller in writing on the same day with photos, video and your order number. Be specific: what you expected, what you received, and what you want (replacement, repair or refund).
- Keep to the return window. Note the deadline and use a trackable return method.
- Escalate if needed. If the seller does not respond reasonably, you can contact your bank or card issuer about the payment and register a complaint with the National Consumer Helpline (1915).
- Stay factual in reviews: what you ordered, what arrived, how it was resolved.
Custom and made-to-order pieces
Custom work is often not returnable in the usual way, because it is made for you.
- Approve the design, size, materials and price in writing before work starts.
- Ask for photos or a video of the finished piece before dispatch.
- Confirm what happens if the size is wrong, a stone is not as described, or the piece arrives damaged.
- Keep the approved specification to compare with what you receive.
Red flags
- No physical address or business details.
- Prices far below the market for the same purity, weight or stone.
- Pressure to pay quickly, or only by transfer to a personal account.
- Vague descriptions such as “natural energy stone” without the stone’s name or treatment.
- Reports or certificates that cannot be checked on an independent website.
- Return policies that are hard to find or change after purchase.
Printable checklist
- Listing states material, purity or identity, weight, size and treatments
- Hallmark or report can be checked independently
- Full price, delivery date and return terms confirmed in writing
- Payment by a traceable method; receipts saved
- Parcel inspected and unboxing recorded continuously
- Item checked against listing, invoice and report on arrival
- Any problem raised in writing, with evidence, within the return window
FAQ
Is buying jewellery online safe? It can be, if the listing is specific, the seller is identifiable, payment is traceable and the item can be checked on arrival.
Why record an unboxing video? It is the clearest evidence of what arrived and in what condition if you need a replacement or refund.
Can I return custom jewellery? Often only if it is damaged or not as agreed. Confirm the terms before ordering.
Is cash on delivery safer? It removes payment risk before delivery, but not the risk of receiving the wrong item. Check and record the item carefully.
What if a report number does not match? Do not accept the explanation alone. Contact the laboratory through its own website and raise the issue with the seller in writing.
Next steps
Read how to assess a jewellery seller, browse more Brand Reviews articles, or email us.