Delivery Policy
Secure delivery, OTP verification, and post-delivery process for jewellery orders.
Effective Date: 20 February 2026
ROY GEMS & JEWELLERY (Proprietorship)
Nebadhai Bazar Para, Duttapukur, North 24 Parganas, West Bengal – 743248
1. Scope
This policy covers estimated delivery timelines and the secure handover process for jewellery orders from roygems.in. For dispatch and packing details, see our Shipping Policy.
2. Estimated Delivery Timelines (After Dispatch)
| Region | Estimated Delivery |
|---|---|
| North 24 Parganas / Kolkata | 1–3 business days |
| Rest of West Bengal | 3–5 business days |
| Metro Cities (Delhi, Mumbai, Bangalore, Chennai, Hyderabad) | 3–5 business days |
| Tier-2 Cities | 5–7 business days |
| Other Areas | 7–10 business days |
| Remote / ODA Locations | 10–14 business days |
* Business days exclude Sundays and public holidays.
3. Mandatory Secure Delivery — Signature / OTP Required
All jewellery deliveries require mandatory verification at the point of handover:
- OTP verification sent to the registered mobile number, or
- Signature of the consignee
Delivery will not be made to unverified recipients. The person receiving the package must present a valid ID if requested by the courier executive. No doorstep drop-off or neighbour delivery is permitted for jewellery shipments.
4. Delivery Attempts
- Courier partners make up to 2 delivery attempts for jewellery.
- If both attempts are unsuccessful, the shipment is securely held at the nearest courier hub for 5 business days.
- After 5 days, the package is returned to ROY GEMS & JEWELLERY. Re-dispatch charges and re-insurance costs may apply.
5. Delivery Confirmation
Delivery is confirmed via OTP or e-POD (electronic proof of delivery with digital signature and photograph).
6. Damaged, Tampered, or Incorrect Deliveries
- At delivery: If tamper-evident seals are broken or packaging appears damaged, refuse the delivery and inform us immediately.
- After delivery: Report any discrepancy within 24 hours with:
- An unboxing video (strongly recommended for all jewellery orders)
- Photographs of the product and packaging
- Order number and description of the issue
- Without an unboxing video, claims for damage or missing items will be subject to courier investigation, which may take 7–14 business days.
- Eligible claims are processed per our Refund Policy.
7. Insurance Coverage
All jewellery shipments are insured for the full declared value during transit. If the courier confirms loss or damage in transit, we will process a full replacement or refund within 7–10 business days.
8. Returns — Higher Scrutiny
- Due to the high-value nature of jewellery, returns are subject to thorough inspection. Returned items must be in original, unworn condition with all tags, certificates, and packaging intact.
- Items showing signs of wear, alteration, or missing components will not be accepted for return.
- Custom-designed or personalised jewellery is non-returnable unless defective.
9. Force Majeure
Delivery may be delayed due to weather, courier disruptions, security protocols, or government restrictions. Priority re-routing will be arranged for high-value shipments.
10. Contact
ROY GEMS & JEWELLERY
Email: order@roygems.in
Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST