FAQs

1. What is demi-fine jewellery?

Demi-fine jewellery bridges the gap between fashion and fine jewellery. At ISTAA, our demi-fine pieces are crafted using 925 sterling silver, natural diamonds, and 18k gold, offering the elegance of fine jewellery with the versatility and accessibility of everyday wear.

2. What materials are used in ISTAA jewellery?

Every ISTAA piece is handcrafted using 925 sterling silver, paired with natural diamonds and 18k gold accents. All materials are carefully selected for purity, durability, and long-lasting beauty.

3. Is ISTAA jewellery handcrafted?

Yes. Each piece is meticulously handcrafted by skilled Indian artisans, carrying forward generations of jewellery-making expertise while embracing modern design sensibilities.

4. Is ISTAA jewellery suitable for everyday wear?

Absolutely. Our designs are created to be worn every day and for special occasions. With proper care, ISTAA jewellery maintains its shine, strength, and elegance over time.

5. Does ISTAA jewellery have a gender?

No. ISTAA believes jewellery has no gender. Our collections are designed for anyone who chooses to express their individuality — boldly, subtly, or anywhere in between.

6. What does the name “ISTAA” mean?

ISTAA is inspired by the Sanskrit word “Isht,” which refers to a personal guiding force or chosen spiritual connection. The name reflects our belief that jewellery is deeply personal — a form of self-expression guided by meaning.

7. Will silver jewellery tarnish over time?

Sterling silver may naturally oxidize with time. This is normal and easily reversible with proper care. We recommend storing your jewellery in a dry place and gently polishing it to maintain its brilliance.

8. Is ISTAA jewellery hallmarked or certified?

Yes. Our jewellery is crafted using 925 sterling silver and meets industry purity standards. Product-specific details are mentioned on each product page for transparency and trust.

9. How do I care for my ISTAA jewellery?

To maintain your jewellery’s beauty:

  • Store it in a dry, soft pouch
  • Avoid contact with water, perfume, and harsh chemicals
  • Gently clean with a soft cloth after use

10. Where is ISTAA jewellery made?

All ISTAA jewellery is designed and handcrafted in India, celebrating Indian craftsmanship while creating globally relevant designs.

11. How is my personal information protected on ISTAA?

ISTAA takes your privacy seriously. We collect only necessary personal and device information to process orders, improve your experience, and prevent fraud. Payment details are securely processed through trusted payment gateways and are never stored on our servers.

12. Does ISTAA share my personal information with third parties?

We only share personal information with trusted partners such as Shopify (store platform), Delhivery (logistics), and Google Analytics to operate our services effectively. We may also share information if required by law or to protect our legal rights.

13. How long does ISTAA retain my personal information?

We retain your order information for record-keeping and legal purposes unless you specifically request its deletion, subject to applicable laws.

14. Can I cancel my order after placing it?

Yes. Orders can be cancelled within 15 days of placing the order or before dispatch, whichever is earlier. Once the product has been shipped, cancellations are generally not possible except in exceptional circumstances.

15. What is ISTAA’s return policy?

Products are eligible for return within 15 days of delivery, provided they are unused, in original condition, and returned with the original invoice, certificates, tags, and packaging. Customised, engraved, and sale items are not eligible for return.

16. How do I initiate a return?

To initiate a return:

  1. Email us at support@istaajewels.co with product images and invoice
  2. Our team will verify the request and arrange a reverse pickup
  3. Once received and inspected, the refund is processed within 7–10 working days

17. Are shipping charges refundable?

Shipping charges are non-refundable, except in cases where the return is due to an error on ISTAA’s part (such as a defective or incorrect product).

18. What is the exchange policy?

Exchanges are allowed within 15 days of delivery, subject to availability and inspection. Only one-time exchanges are permitted. Products that have been altered, damaged, or misused are not eligible for exchange.

19. Does ISTAA offer lifetime exchange or buyback on jewellery?

Yes. Beyond 30 days and up to 5 years from purchase, ISTAA offers lifetime exchange and buyback on eligible gold and diamond jewellery purchased from ISTAA, subject to inspection and applicable deductions as per policy.

 20. How is buyback value calculated?

  • Gold is valued at prevailing market rates (adjusted to 24kt purity)
  • Diamonds/pearls are valued at 90% of the original purchase value
  • Making charges, GST, and a 3% processing fee are deducted
    Refunds are processed to the original payment method within 7–10 days

21. What documents are required for return, exchange, or buyback?

You must provide:

  • Original invoice (hard or soft copy)
  • Authenticity certificate
  • Original IGI/SGL certificates (where applicable)
    Absence of any document may make the product ineligible.

22. Is there a warranty on ISTAA jewellery?

Yes. ISTAA offers a 6-month limited warranty on gold and diamond jewellery, covering manufacturing defects or pre-existing damages. The warranty does not cover wear and tear, mishandling, accidental damage, or loss of stones.

23. Why might my jewellery weight differ from what’s listed online?

Product prices are based on average weight. Actual weight may vary slightly. Any excess charge or refund due to weight variation will be communicated within 48 hours of placing the order, with an option to cancel.

24. Does ISTAA offer free shipping?

Yes. We offer free shipping on all domestic orders above ₹1000. Shipping charges apply for orders below ₹1000 and for international orders and returns.

25. Are gold coins eligible for returns, exchange, or buyback?

No. Gold coins are not eligible for returns, exchange, buyback, warranty, or lifetime services.

26. What happens if I receive a damaged or empty package?

Any claim for damaged products, non-receipt, or empty boxes must be reported within 24 hours of delivery, along with an unboxing video showing the original seal.

 27. Which law governs ISTAA’s terms and policies?

All purchases, terms, and disputes are governed by the laws of India, with jurisdiction in Gandhinagar, Gujarat.

28. How can I contact ISTAA for support or legal queries?

For customer support or policy-related questions, contact us at:
📧 care@istaa.co | support@istaajewels.co