Shipping & Returns

1. Shipping Coverage

SoulStones currently ships to addresses within India only. We are unable to process international orders or deliveries outside Indian territory at this time. If this changes, we will update this page accordingly.

2. Free Shipping

Shipping is complimentary on every order placed on our website, regardless of order value. The shipping charge shown at checkout and on your invoice will always read "Free" — there are no hidden delivery fees.

3. Order Processing Time

Once your payment is confirmed, our team carefully inspects, cleans, and packages your gemstone before handing it to our courier partner. Order processing typically takes 1–2 business days. Orders placed on weekends or public holidays are processed on the next business day.

4. Estimated Delivery Time

Once dispatched, most orders are delivered within 3–7 business days, depending on your location. Customers in metro cities generally receive their order sooner, while remote or rural pin codes may take a little longer. An estimated delivery date is shown on your Order Confirmation page and in your confirmation email.

5. Order Tracking

You can check the status of your order at any time:

• Logged-in customers can view live order status under My Orders.
• Guests can look up their order using the Track Order page with the email address used at checkout.
• You will also receive email updates as your order is confirmed, shipped, and delivered.

6. Delayed Shipments

While we make every effort to deliver within the estimated timeframe, occasional delays may occur due to courier logistics, weather, regional restrictions, or unforeseen circumstances. If your order is significantly delayed beyond the estimated delivery date, please contact our support team and we will investigate with our courier partner on your behalf.

7. Damaged Packages

Every gemstone is securely packed in tamper-evident, protective packaging. If your package arrives visibly damaged, please:

• Avoid accepting the package if the outer packaging is severely damaged or tampered with.
• If already accepted, photograph the packaging and the product immediately upon opening.
• Contact our support team within 48 hours of delivery with your order number and photographs.

We will arrange a replacement or a full refund for genuinely damaged items reported within this window.

8. Return Eligibility

We want you to be completely confident in your purchase. Returns are accepted within 7 days of delivery, provided that:

• The gemstone is unused, unaltered, and in its original condition.
• The original certification, packaging, and invoice are included.
• The item was not custom-made, resized, or personalized in any way.

9. Return Process

To initiate a return:

• Contact our support team with your order number and the reason for return.
• Our team will confirm eligibility and share pickup or return-shipping instructions.
• Once the returned item passes a quality check on arrival, your refund will be processed.

10. Refund Process

Approved refunds are credited to your original payment method via Razorpay within 5–7 business days of the returned item passing our quality check. You will receive an email confirmation once your refund has been initiated.

11. Non-Returnable Items

For hygiene, customization, and authenticity reasons, the following items cannot be returned:

• Gemstones that have been resized, engraved, or altered from their original form.
• Products purchased as part of a limited-time or clearance sale, unless defective.
• Items returned without their original certification or packaging.

12. Contact Support

For any questions about your shipment, delivery, or a return request, our team is happy to help: