Collection: Frequently asked questions

Yes, we offer complimentary domestic shipping across Japan. Orders are typically delivered within 5–7 business days.

We ship via DHL and FedEx, with full insurance and a required direct signature upon delivery for security purposes.

Unfortunately, we do not ship to PO Boxes. Please provide a valid physical address.

If a package is returned after multiple delivery attempts, we will contact you. A reshipping fee will apply to dispatch it again.

Yes, we offer international shipping on most items. Delivery typically takes 10–15 business days.

Yes, international customers are responsible for any customs duties, taxes, or import fees charged by the destination country.

If a shipment is refused, you will be responsible for the original shipping fee, any import duties, and return shipping costs. These will be deducted from your merchandise refund.

For any assistance, please contact us at info@shanuagarwal.com

We do not offer insurance directly but highly recommend obtaining specialized jewelry insurance to protect your pieces from loss, theft, or damage.

Standard homeowners or renters policies often have limited coverage for jewelry . A specialized insurance policy offers more comprehensive protection.

Absolutely! We offer complimentary appraisals for all items purchased from us. These are essential for getting accurate insurance coverage.

1. Obtain a recent appraisal for each item
2. Choose a suitable insurance provider
3. Submit the required documents
4. Review the coverage terms and conditions carefully

Contact us at info@shanuagarwal.com to request your complimentary appraisal.

Yes, we’re happy to offer exchanges. Simply repack the item in its original box, include the completed exchange form, and use the pre-paid return label.

Drop your package at UPS or FedEx, depending on the carrier of your return label.

• Domestic: Standard shipping applies to new items if the order value is under ¥100,000.
International: Customers are responsible for both return and reshipment charges.

We do not offer monetary refunds, but we’re happy to provide store credit for eligible returns made within 7 days of receiving your order.

• The item must be approved in advance
• It must be returned in original condition and packaging
• Store credit can be used on shanuagarwal.com or toward a customized online design (excludes fully custom pieces)

• Custom, personalized, engraved, or resized items
• Final sale pieces
• Rings with custom sizes, birthstones, or initials
• Gift cards and accessories
• Redo projects and special orders

No. Items showing signs of wear or damage will be rejected and returned at your expense.

You can customize:

• Designs (completely new or based on existing ones)
• Gemstones, sizes, and metal choices
• Engravings (names, dates, symbols)
• Birthstones or personalized elements
  Every detail can be tailored to your story.

Depending on the complexity, custom creations generally take 3–5 weeks. We'll share timelines at each step and keep you updated throughout the process.

Yes! We provide digital design sketches or renders before final production, so you can visualize your piece and request adjustments if needed.

Custom and personalized pieces are final sale and not eligible for return, refund, or exchange, as they are uniquely crafted just for you.

Absolutely — we love giving heirlooms a new life. Our restoration and redesign service lets you transform old pieces into something fresh and meaningful.

Yes, we do! Whether it's a family heirloom, a sentimental piece, or jewelry that’s seen better days — we specialize in restoring and reviving your treasured jewelry while maintaining its original essence.

We offer a wide range of restoration services, including:

• Polishing and cleaning to bring back the original shine
• Stone replacement for lost or damaged gemstones
• Re-sizing and re-setting of rings and other pieces
• Repairing clasps, prongs, or settings
• Redesigning outdated styles into modern, wearable pieces

Yes! If you have jewelry that feels outdated or no longer suits your style, we can repurpose stones and metals into a new custom design that reflects your current taste while preserving sentimental value.

Timelines vary depending on the complexity of the work. Simple restorations may take 1–2 weeks, while redesigns or intricate repairs could take up to 4–5 weeks. We’ll give you an estimated timeline after assessing the piece.

Yes, all restorations are done in-house by our expert craftsmen to ensure the highest quality, attention to detail, and preservation of the original piece.from there.

Once your order is shipped, you’ll receive a shipping confirmation email with a tracking number and a link to track your package via DHL or FedEx.

Tracking details are typically sent within 24–48 hours after your order has been dispatched. If you haven't received it, please check your spam folder or contact us directly.

• Domestic (Japan): 5–7 business days
• International: 10–15 business days (subject to customs clearance)

Yes. For security purposes, all packages are fully insured and require a direct signature upon delivery.

If delivery is unsuccessful after multiple attempts, your package may be returned to us. In such cases, we’ll contact you, and a reshipping fee may apply to send the package again.

If your order hasn’t shipped yet, we’ll do our best to accommodate address changes. Please email us immediately at info@shanuagarwal.com.

Our customer care team is happy to help! Reach out to us at info@shanuagarwal.com for assistance.

Yes, all our diamonds are 100% natural, ethically sourced, and thoroughly verified for authenticity. We do not use lab-grown or synthetic diamonds unless specifically requested.

Absolutely. Each significant diamond piece comes with a trusted gemological certificate such as GIA, IGI, or HRD, verifying its Cut, Color, Clarity, and Carat (the 4 C’s).cgl ,ggs type authenticity certificate is provided by CGL, GGS

Every certified diamond includes a unique number that can be matched with its certificate. We’re also happy to walk you through understanding your certificate and what it says about your diamond.

Yes. All metals used in our jewellery — including gold, platinum, and silver — are hallmarked and comply with global purity standards.

Certainly. We offer complimentary appraisals for all purchases made through us. These appraisals are detailed documents that can also be used for insurance purposes. They will be provided only on requests.

We accept major credit and debit cards (Visa, MasterCard, AMEX), PayPal, Gpay and Shopay. All transactions are processed securely.

At this time, we do not offer financial or installment payment plans. Full payment is required at checkout.

Yes. Our website uses SSL encryption and secure payment gateways to protect your personal and financial information. We never store your card details.

Yes, we accept international cards and bank transfers for orders outside Japan. Currency conversion rates and international transaction fees may apply, depending on your bank.

All prices are listed in Japanese Yen (¥) and American Dollors($) both. Choose your currency as per your preference. While international banks may display your charge in local currency, the final amount is based on the exchange rate set by your card issuer.

If your payment fails, please check with your bank or try a different method. For further assistance, feel free to contact us at accounts@shanuagarwal.com

Yes, we offer store credit on eligible returns.