FAQs

Answers to the questions we hear most. Need more help? Message us on WhatsApp at +91 86907 06123 or email care@smilingrocks.com, Monday to Friday, 10am to 7pm.

Orders & delivery

How long will my order take to arrive?

Ready-to-ship pieces are delivered in about 3 working days. Made-to-order pieces take 14 working days. The product page shows the expected delivery date for your pincode.

How do I know if a piece is ready to ship?

Ready pieces are marked Ready to ship on the product page and are delivered in about 3 working days. Turn on the In stock filter on any listing page to see only these pieces. Everything else is made to order for you.

Is shipping free?

Yes. Shipping is free and fully insured on every order across India, and so are pickups for returns, 15-day exchanges and size changes within 15 days. Courier charges of ₹750 apply only to Lifetime Exchange, Lifetime Buyback, Repair and Resize requests. See our Shipping Policy.

Do you ship outside India?

Not yet. We deliver only within India for now.

Can I check delivery to my pincode?

Yes. Enter your pincode on any product page to see the delivery date and whether cash on delivery is available.

How do I track my order?

Sign in and open Orders. Each order shows its current status. You can also tap Track Order in the menu.

Can I cancel my order?

Yes, until it ships. Go to My orders, open the order and tap Cancel order.

Where does my money go when I cancel?

Your refund goes to your SR Cash straight away, or to your original payment method if you choose (5–7 working days). You can transfer SR Cash to your bank or UPI. Any Smiling Rewards or SR Credits you used go back to the same balance with their original expiry dates. Any that have already expired by then can't be restored.

My order has shipped. Can I still cancel it?

No. Once an order ships it can't be cancelled. Open it in My orders instead: it can be returned for a full refund or exchanged within 15 days of the invoice date, unless it was bought with 15-day exchange credits.

Can I cancel a made-to-order piece?

Yes, as long as it hasn't shipped yet. You can cancel it from My orders.

Does my jewellery come with anything else?

Every piece comes with its diamond certificate, an invoice and a professional cleaning kit.

Can I download my invoice or certificate?

Yes. Open the order in Orders and use Download invoice or E-certificate.

Payments

What payment methods do you accept?

Cards, UPI, net banking, wallets and EMI.

Is cash on delivery available?

Yes, for orders under ₹49,999, except on accounts flagged for misusing returns. For larger orders, please pay online.

Can I pay with EMI?

Yes. Choose EMI at checkout.

Can I use Smiling Rewards, SR Credits, SR Cash and gift cards together?

Yes. Switch on any of them at checkout and apply your gift card or offer code. You pay the rest by any payment method.

Returns, exchange & warranty

Can I return a piece for a refund?

Yes. Every new order comes with 15-day money back. Return it within 15 days of the invoice date for a full refund. Pieces bought with exchange credits (15-day or Lifetime) aren't covered by money back.

When do the 15 days start?

From the invoice date. We raise the invoice when your order ships, so the 15 days start on the day it is shipped, not the day it reaches you. You can see the invoice date and your last day to return or exchange on the order page in My orders.

Does the 15-day money back apply to every order?

Yes, to every new order you pay for. It doesn't apply to pieces bought with exchange credits (15-day or Lifetime), or to custom-engraved jewellery, personalised orders and loose solitaires. Cancelled orders never enter the 15-day policy.

Can I exchange a piece?

Yes, any new order within 15 days of the invoice date. The full invoice value goes to your SR Credits for a new piece. The piece you buy with those credits doesn't have the 15-day policy: Promise pieces get Lifetime Exchange, Buyback and Upgrade, and Value pieces get Lifetime Exchange and Buyback on their gold value only, at the prevailing gold rate.

What happens when I return an order?

We pick up the piece free and refund the amount you paid to your SR Cash once the piece passes our quality check, usually within 5–7 working days. Any Smiling Rewards or SR Credits you used go back to the same balance with their original expiry dates. Any that have already expired by then can't be restored. The order is then closed.

If I exchange an order, can I still get my money back later?

No. Once you choose exchange, the 15-day money back no longer applies. The value of the piece goes to your SR Credits for a new piece.

Can I return or exchange the new piece I got through an exchange?

Not within 15 days. A piece bought through an exchange doesn't have the 15-day money back or exchange. Promise pieces can use Lifetime Exchange and Buyback at any time; Value pieces get Lifetime Exchange and Buyback on their gold value only, at the prevailing gold rate. The only exception is size: if it doesn't fit, you can exchange it once for the same design in a different size within 15 days of the invoice date. It must be unworn, with its tags and certificate. If the new size uses more gold, we raise a new invoice for the extra gold at the gold rate on the day you place the replacement order, to be paid before we send the piece. If it uses less, we issue a credit note and add the difference to your SR Credits, since the piece was bought with exchange credits. The replacement piece can't be cancelled, returned, or exchanged, and gets no further free size change. Request it from the order page with Resize.

Do Lifetime Exchange and Buyback apply to every piece?

Yes. What you get back depends on the price you chose. Promise price: you get 100% of the gold and diamond value at the prevailing rates, less any discount you received on them. Buyback pays 10% less than this. Value price: you get the current value of the gold only, with nothing else deducted; the diamond isn't included.

What if I miss the 15 days?

Returns and exchanges close after 15 days. Promise pieces can still use Lifetime Exchange and Buyback at any time, and Value pieces get Lifetime Exchange and Buyback on their gold value only, at the prevailing gold rate.

Why don't pieces bought with 15-day exchange credits get the 15-day policy?

The 15-day policy lets you try a new purchase risk-free. Once you exchange, the piece you choose with the credits is final. Promise pieces get Lifetime Exchange, Buyback and Upgrade, and Value pieces get Lifetime Exchange and Buyback on their gold value only, at the prevailing gold rate. This applies every time you exchange.

What do I get on a piece bought with Lifetime Exchange credits?

A piece bought with Lifetime Exchange credits gets a 15-day exchange (no money back). If you exchange it within those 15 days, the piece you choose next is final, like any piece bought with 15-day exchange credits.

Is anything excluded from the 15-day policy?

Yes. Custom-engraved jewellery, personalised orders and loose solitaires can't be returned or exchanged under the 15-day money back or exchange.

Can my account be restricted for too many returns?

Yes. Our customer care team reviews accounts with frequent or unusual returns. If an account is flagged for misusing the return policy, it can place prepaid orders only (no cash on delivery) and its orders get 15-day exchange only, not money back. We'll tell you if this happens, and you can ask for a review through our grievance desk.

Why does my order have numbers like SR10424-1 and SR10424-2?

When you order more than one piece, each piece gets its own order number (for example SR10424-1, SR10424-2) with its own invoice, delivery, returns and Smiling Rewards. Anything you paid with Smiling Rewards, SR Credits, SR Cash, a discount or card/UPI is split across them in proportion to each piece's value.

What discounts are available?

Current offers are shown on product pages (with the original price struck through), in your bag and on the Offers page. Each offer shows its own conditions, such as minimum order value and whether it applies to Promise or Value pieces. Unless stated, one coupon can be used per order.

How are refunds worked out, in one line?

You only pay for what you keep, at the price and coupon it would have had on its own. If you return a piece, the pieces you keep get exactly the coupon they qualify for alone, and money goes back the way it came.

What happens to my coupon if I return some pieces?

The coupon discount is shared across the pieces in your order in proportion to their value. If you return or cancel some pieces, we re-check the pieces you keep against the coupon's conditions. If they now qualify for a smaller discount, or none, the difference is deducted from your refund. You only pay for what you keep, at the price and coupon it would have had on its own. Your return screen shows the exact amount before you confirm.

Can I return just one piece from an order?

Yes. Choose the pieces you want to return or exchange on the order page; the other pieces stay with you. A refund for some pieces is split across the ways you paid, in proportion to the value of those pieces.

What condition must the piece be in?

The piece must be unworn and come back with its original packaging, tags and certificate.

Do I pay for the return pickup?

No. Returns and exchanges within 15 days are picked up free.

When will I get my refund?

For a cancelled order, straight away to SR Cash, or in 5–7 working days to your original payment method if you choose it. For a return, within 5–7 working days of pickup, once the piece passes our quality check. You can transfer SR Cash to your bank or UPI.

What happens to the value when I exchange a piece?

For an exchange within 15 days, the full invoice value comes back as SR Credits. For a Lifetime Exchange, the piece's exchange value on that day (Promise: gold and diamond; Value: gold only), less ₹750 courier charges, comes back as SR Credits. Use them to order your new piece; each credit shows its expiry date on your SR Credits page.

Is there a warranty?

Yes. Every piece has a 6-month warranty against manufacturing defects, with free repairs. ₹750 courier charges apply. Missing or added components are charged.

How do I request a repair?

Open the order in Orders and tap Repair (after your 15-day window), or message us on WhatsApp. You can also take the piece to any of our stores.

Can I get my jewellery cleaned?

Yes. Every piece comes with a cleaning kit, and you can bring it to any store for a free clean and check-up.

What if the gold weight is less than what I paid for?

If the final gold weight of your piece comes out lower than what you paid for, we refund the difference to your SR Cash.

Promise & Value

What is the difference between Promise and Value?

They are two ways to buy the same piece. Value is the lower price. Promise comes with Lifetime Exchange, Buyback and Upgrade at full value. Compare them

Is the diamond different?

No. Both use the same certified laboratory-grown diamond and the same gold. Only the after-sale benefits are different.

When do I choose Promise or Value?

In your bag, before checkout. Every piece is added as Value; switch it to Promise if you want Lifetime Exchange, Buyback and Upgrade at full value. You can pick differently for each piece in the same order.

What is Lifetime Exchange?

You can exchange your piece for another design at any time, even after the 15 days. Promise price: we value the gold and diamond at 100% of the prevailing rates on the day, less any discount you received on them. Value price: we give you the current value of the gold only; the diamond isn't included. The amount, less ₹750 courier charges, is added to your SR Credits. A piece bought with Lifetime Exchange credits gets a 15-day exchange (no money back). If you exchange it within those 15 days, the piece you choose next is final.

What is Lifetime Buyback?

You can sell the piece back to us at any time. Promise price: you get 10% less than the Lifetime Exchange value (100% of today's gold and diamond rates, less any discount you received). Value price: you get the current value of the gold only; the diamond isn't included. The amount, less ₹750 courier charges, goes to your SR Cash, which you can transfer to your bank.

What is Upgrade?

With Promise, you can trade your piece towards a bigger or different one, using its value as SR Credits.

Can I exchange a Value piece later?

Yes. Within 15 days of the invoice date, a new order can be returned or exchanged in full. After that, or if bought with 15-day exchange credits, Lifetime Exchange and Lifetime Buyback pay the current gold value of a Value piece, subject to verification. Upgrade and the full gold-and-diamond value come only with Promise.

How is the gold in a Value piece valued?

We weigh and test the gold and value it at the prevailing gold rate on the day it reaches us. The diamond is not included, and nothing else is deducted apart from ₹750 courier charges.

Diamonds & gold

Are laboratory-grown diamonds real diamonds?

Yes. Laboratory-grown diamonds are real diamonds, with the same chemical, physical and optical properties as mined diamonds. Only their origin is different.

Are your diamonds certified?

Yes. Every diamond is certified by IGI, SGL or GIA. You get the certificate with your piece and can download it from your order.

Is your gold hallmarked?

Yes. Every gold piece is BIS hallmarked.

Which gold options do you offer?

9KT, 14KT and 18KT gold, in yellow, white and rose. Pick them on the product page; the price updates as you choose.

How is the price made up?

The price is made up of the gold, the diamond, making charges and 3% GST. Every product page has a full price breakup.

Can I see the piece before buying?

Yes. Book an appointment at any of our stores to try pieces on.

Sizing

How do I find my ring size?

Use our Size guide. You can measure an existing ring or your finger and match it to the chart.

Can I get a ring sizer?

Yes. Signed-in customers can order a free reusable plastic ring sizer from the Size guide. It arrives in 3–5 working days.

Is the ring sizer really free?

Yes. The sizer and its delivery are free.

Can I save my sizes?

Yes. Save ring, bangle, bracelet and necklace sizes in Your sizes, for yourself and your family. We'll pre-select them on product pages.

How are bangle sizes measured?

Bangles use the Indian anna system, from 2-2 to 3-0. The Size guide explains how to measure.

Can I get sized in a store?

Yes. Book a ring-sizing appointment at any of our stores.

Smiling Rewards

What are Smiling Rewards?

Every order earns 3% of its invoice value back as Smiling Rewards, which you can use on your next order.

When are Smiling Rewards added?

Once the 15-day return window closes, which is 15 days after the invoice date. Your order page shows the date.

How long are Smiling Rewards valid?

365 days from the day they are added. Each entry shows its expiry date on your Smiling Rewards page, and the oldest are used first.

How do I use Smiling Rewards?

At checkout, switch on Use Smiling Rewards. They can pay up to 25% of the order value, after any coupon, on Promise and Value. The rest is paid by SR Credits, SR Cash or any payment method.

Is there a limit on how much Smiling Rewards I can use?

Yes. Smiling Rewards can pay up to 25% of the order value, after any coupon. Anything above that stays in your balance for your next order.

Is the 3% on the full invoice value?

Yes, including any part you paid with Smiling Rewards, SR Credits or SR Cash.

Do I earn Smiling Rewards on cancelled, returned or exchanged orders?

No. Smiling Rewards are added only after the 15 days, so cancelled, returned and exchanged orders don't earn them. A piece bought through an exchange earns them after its own 15 days.

What happens to Smiling Rewards or SR Credits I used on an order I cancel or return?

They go back to the same balance with their original expiry dates. Any that have already expired by then can't be restored. They don't get a new validity period.

Do I need an account to earn Smiling Rewards?

Yes. Sign in before you place your order. Guest orders don't earn Smiling Rewards.

Can I withdraw Smiling Rewards?

No. Smiling Rewards can be used only on orders. They can't be withdrawn or transferred.

What are reward milestones?

Your lifetime Smiling Rewards unlock milestone treats: ₹5,000 priority concierge and a birthday surprise, ₹15,000 movie premiere passes for two, ₹30,000 fine dining or a spa day for two, ₹60,000 a photoshoot or chef-at-home, ₹1,20,000 a luxury weekend staycation, and ₹2,00,000 the Smile Trip to the Maldives for two. Lifetime totals include rewards you have already used.

SR Cash & SR Credits

What is the difference between Smiling Rewards, SR Credits and SR Cash?

Smiling Rewards are the 3% you earn on every order. SR Credits come from exchanges, upgrades, offers, reviews and referrals. Both can only be spent on orders and expire. SR Cash is your money from refunds and buybacks; you can spend it or transfer it to your bank.

How do I get SR Cash?

From cancelled orders, returns, gold weight difference refunds and Lifetime Buyback.

How do I transfer SR Cash to my bank?

Open SR Cash and tap Transfer to bank. Choose the amount, then your UPI ID or bank account. Transfers are free: UPI usually arrives within a few hours, bank transfers take 3–5 working days.

How do I earn SR Credits?

From exchanges, upgrades, offers and special-day gifts, reviews and referrals.

When do SR Credits expire?

Every credit shows its own expiry date in your SR Credits statement. Credits not used by then expire and can't be restored.

Which credits are used first?

The oldest credits are always used first, so the ones closest to expiry go first.

Can I withdraw SR Credits?

No. SR Credits can only be used on orders. Refunds go to SR Cash, which can be withdrawn.

Where can I see all my credits?

Your SR Credits page has a statement of everything added, used and expired, with the balance after each entry.

Birthdays & occasions

Do I get a gift on my birthday?

Save your birthday and anniversary in your profile. From time to time, Smiling Rocks may surprise you with a gift or credit on your special days.

Can I save my family's special days?

Yes. Add birthdays, anniversaries and other occasions for anyone you like. We'll send you reminders and gift ideas two weeks before.

How do I add special dates?

Go to My profile and tap Add more events.

Can I change a date after saving it?

No. Occasions can't be edited once saved, so please check the date before you save.

Account & sign in

How do I sign in?

With your mobile number. We send a one-time code to your phone. There is no password to remember.

How do I create an account?

Tap Join free and enter your mobile number. Your account is created when you verify the code.

Do I need an account to shop?

No, you can check out as a guest. Signing in lets you track, cancel, return or exchange orders, save your sizes and wishlist, and use Smiling Rewards, SR Credits and SR Cash.

How do I update my details?

Go to My profile to update your name, email and birthday.

How do I save addresses?

Add them in Saved addresses, or save one at checkout.

Gift cards

Do you sell gift cards?

Yes. Send a Smiling Rocks gift card of ₹1,000, ₹2,000, ₹5,000 or ₹10,000, or any amount you choose from ₹1,000 up to ₹1,99,999. It can be used online and in our stores.

How long is a gift card valid?

12 months from the date it is issued. Any balance not used by then expires.

Can I use a gift card over more than one order?

Yes. Whatever you don't use stays on the card until it expires.

Can I use a gift card with a coupon or Smiling Rewards?

Yes. A gift card works like a payment method, so you can use it together with coupons, Smiling Rewards, SR Credits and SR Cash.

What happens to my gift card if I return or cancel the order?

Within the 15-day return window, the amount paid by gift card goes back to the same gift card, with its original expiry date. If the gift card has expired by then, that amount is added to your SR Credits instead, valid for 180 days. If you return or cancel only some pieces, the gift card counts as used first: the refund goes to SR Cash first, and the gift card is refilled only for any amount above what you paid by other methods. After 15 days, the usual Lifetime Exchange and Lifetime Buyback rules apply. Gift card amounts can't be refunded as cash.

What if I lose my gift card?

Treat a gift card like cash. Lost, stolen or damaged gift cards or codes can't be re-issued or replaced.

Where do I buy a gift card?

On the Gift Cards page. Choose a design and amount, then send it on WhatsApp, by email or as a card by courier.

How do I use a gift card?

Add it to your account on Add Gift Card with its 16-digit number and 6-digit PIN, and accept the Gift Card T&C. At checkout, open Gift Cards under Payment and tap Apply, or View all to choose cards and amounts. You can use up to 3 gift cards on one order.

How do I check my gift card balance?

On Check Balance, or in My Gift Cards for cards added to your account.

Offers & referrals

Is there an offer on my first order?

Yes. Sign in and use SRFIRST2000 to get ₹2,000 off your first order, with no minimum order value. It works on Promise and Value pieces. One-time use only.

Can I use the same coupon code more than once?

The first-order code is one-time use only. All other codes, such as SR5000, SR10000 and SR20000, can be used on every order that meets the minimum.

Can I use the first-order offer with another coupon?

No. One coupon can be used per order. Your bag shows whichever saves you more.

Where can I see current offers?

Signed-in customers can see all their offers and codes on the Offers page.

How do I refer a friend?

Share your link or code from the Refer a friend page. Your friend gets ₹2,000 off their first order, and you get ₹200 in SR Credits once their first order is final.

Do I earn anything for reviews?

Yes. You get ₹50 in SR Credits for reviewing each piece you bought, once it is delivered.

Is there a reward for completing my profile?

Yes. Add your name, email and birthday to get ₹100 in SR Credits.

Stores & appointments

Where are your stores?

We are opening in Pune (Amanora Mall), Ahmedabad, Mumbai, Noida and Gurgaon.

Can I book an appointment?

Yes. Book a visit to browse and try on, for an engagement ring consultation, a size check for rings, bangles, bracelets or necklaces, cleaning or an exchange.

Can I exchange or get repairs done in a store?

Yes. You can bring pieces to any store for cleaning, a check-up or a repair, and for an exchange or upgrade (within 15 days, or anytime with Lifetime Exchange).

Charity & Foundation

Does my purchase support a cause?

Yes. Smiling Rocks gives 3% of the diamond value of every piece to charity, from its own funds. If an order is cancelled or returned, its contribution is taken back.

Which causes do you support?

Education Support, Medical Support, Animal Protection and Environmental Protection.

What has the Foundation done so far?

20 digital libraries where underprivileged children study free of cost, 20 cleft lip surgeries, and over 1.85 lakh trees planted. Read more

Can I see the impact of my own purchases?

Yes. Signed-in customers can see their giving and milestone medals in My impact.

What are Impact milestones?

Medals you unlock as your giving grows: First Smile at ₹1,000, Kind Heart at ₹5,000, Changemaker at ₹10,000, Big Heart at ₹25,000 and Guardian at ₹50,000.

Contact us

How can I contact you?

Message us on WhatsApp at +91 86907 06123, or email care@smilingrocks.com.

What are your customer care hours?

Monday to Friday, 10am to 7pm.

Can I call you?

We don't have a phone line. WhatsApp is the fastest way to reach us.

How do I escalate a complaint?

Email our grievance desk at grievance@smilingrocks.com. We acknowledge every complaint within 48 hours and aim to resolve it within one month.

Where can I read your policies?

Read our Policies and Privacy Policy.