Shipping Policy

Last updated: 3 July 2026

Every Koenur piece is thoughtfully designed.Because each piece is finished and plated individually, slight, natural variations can occur — and our policy is built around that. This page explains how we ship your order and how exchanges and store credit work. By placing an order with Koenur, you agree to the terms below.

Policy at a glance

Detail	At a glance
Dispatch	Ready pieces in 2–3 working days
Free shipping	Prepaid domestic orders above Rs. 999
Returns	Not offered — exchange or store credit only
Exchange window	Within 7 days of delivery, once per order

 

Shipping

Processing & dispatch

We process and ship orders within 2–3 working days. Made-to-order, pre-order and personalised designs take 4–5 working days to ship; the timeline for each such piece is shown on its product page. If a single order contains both ready and made-to-order items, it may be shipped in parts so your available pieces reach you sooner.

Shipping charges

We offer complimentary shipping on all prepaid domestic orders above Rs. 999. Orders below this value carry a nominal delivery fee shown at checkout. For international orders, shipping is free above Rs. 15,000; below this, charges are calculated at checkout by destination. All product prices are inclusive of GST. Customs duties and import taxes on international orders, where applicable, are borne by the customer as per local regulations.

Cash on Delivery (COD)

COD is available on most domestic pin codes. For orders above Rs. 4,000, a partial-COD applies: 15% of the order value is collected upfront as a prepaid token, with the balance payable on delivery. This upfront amount is non-refundable once the order has been dispatched. COD orders can be converted to fully prepaid on request before dispatch.

Order tracking

Once your order is dispatched, we will send a tracking ID and link to your registered email, along with updates over WhatsApp and SMS, so you can follow your parcel to your door.

 

Packaging & address changes

Each order arrives in our signature Koenur packaging. If you would like an additional gift box, a charge of Rs. 250 per extra box applies and is non-refundable once fulfilled. Need to update your delivery address while an order is in transit? Write to us as early as possible at contact@koenur.com and we will do our best to assist, subject to the courier's status.

Exchange & Store Credit

No returns — exchange only

Because every piece is made to order, we do not accept returns or offer refunds once an order is placed. Instead, we are happy to offer an exchange or a store credit note, subject to the conditions below. Refunds are issued only in the rare event of a lost shipment (see below).

Exchange conditions

•     Raise an exchange request within 7 days of delivery, from your account or by contacting Customer Care.

•     The item must be unused, unworn and untampered, with all original tags, certificates and packaging intact. Pieces showing signs of wear will be sent back and the exchange will not be processed.

•     An order may be exchanged only once during its lifetime.

•     Exchanges are processed at the original purchase price. No additional discounts or promotional offers apply to exchange orders, and the new piece is subject to stock availability.

Store credit notes

If you cannot find a suitable piece to exchange for, we will issue a store credit note to your registered email. Credit notes cover the product value only (shipping charges are not included), are redeemable on your next purchase, and are valid for 3 months from the date of issue.

Items not eligible for exchange

•     Sale and discounted items

•     Pre-orders, customised and personalised pieces (these require full payment and cannot be exchanged or replaced)

•     Minor colour, finish or design variations that result from the plating and finishing process or from differences in screen display — these are not considered defects

Lost or Undelivered Shipments

In the rare event that a shipment is lost in transit, we will offer a replacement or a credit note after completing a thorough check with our courier partner. Such cases are usually resolved within 7 business days, depending on the courier's investigation.

If your tracking shows a parcel as “delivered” but you have not received it, please raise a complaint at contact@koenur.com within 24 hours so we can begin an inspection immediately. Claims with insufficient evidence, or where the packaging shows visible signs of tampering, may not be honoured. In all such cases, Koenur reserves the right to take the final decision.

Cancellations

Orders can be cancelled any time before dispatch. Once an order has been dispatched, it cannot be cancelled. For made-to-order and customised pieces, cancellation may not be possible once crafting has begun. For any cancellation request, please contact our Customer Care team as early as possible.

Materials & Jewellery Care

Koenur is fashion jewellery. Our pieces are crafted from a stainless steel, brass or alloy base with 18kt gold plating, and may feature semi-precious stones, freshwater pearls, crystals and cubic zirconia. Because plating is a surface finish, gentle care keeps it looking its best. Please read each product description for its specific materials before ordering.

To care for your pieces

•     Avoid direct contact with water, perfume, sweat, lotions and harsh chemicals

•     Remove jewellery before swimming, bathing, sleeping or exercising

•     Store in a dry, cool place — ideally the pouch or box it arrived in

•     Wipe gently with a soft, dry cloth to maintain shine; avoid liquid cleaners

For complete terms and conditions, please see our Terms of Service:

www.koenur.com/pages/terms-of-service

Questions about an order or an exchange? Write to contact@koenur.com, message us on WhatsApp, or call +91 90000 00000. Our team is happy to help.