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Frequently Asked Questions

1. Is EMI facility available and how do I order a product on EMI?
Yes, we do provide EMI facility for select cities and select pincodes. EMI facility is available for products above Rs 10,000 only. It is available for select pincodes in cities such as Mumbai, Delhi, Jaipur, Ahmedabad, Pune, Hyderabad, Bangalore, Chennai, Kolkatta, South Bengal.

In order to order a product on EMI facility please send a mail to info@pristinefire.com with your full name, product details, amount of product & pincode. The relevant team will get in touch with you.

2. I have seen Alphabet “B” pendant online. Can I order any other alphabet?
We have all alphabet pendants ranging from A to Z available online. Please click here to see all pendants.

3. How do I place my order online?
Please click on the product that you like and then you can either select cash on delivery or online payment as a method of payment. Please fill the necessary details and verify your mobile number. Your order will then be placed successfully.

4. Can I order cash on delivery?
Cash on delivery is available for most of the locations. While placing your order you need to enter your pincode in the required field. In case it does not accept  try using another mode of payment.


5. If COD is not available for my pincode how can I make payment?
You can make online payment via debit/ credit card, my wallets or UPI.

6. How do I know that it is real gold & diamond jewellery?
Gold is BIS hallmarked & you get a certificate from a reputed lab such as SGL/ DGLA where all product details are mentioned.

7. What purity gold is used?
We use 18kt gold for all our products. However on special requests 14kt or 10kt gold can also be used.

8. What if I do not like the product or it is not as per my expectations?
We have a 30 day return policy where you can return any product to us within the stipulated time.

9. How do I return my product?
In order to return any product please drop a mail to info@pristinefire.com along with your name, contact details and reason as to why you want to return the product. Our relevant team will then contact you and arrange for pickup of product from your address.

10. Do I get full refund if I return my product?
Once the piece is received by us we will inspect the piece completely. Price tag should be there on the product. Nothing else should be missing. Gold weight & diamond quality will also be inspected. If it is exactly in the same condition as it was shipped to you we will then process the request and you will get 100% refund.

11. How do I get my refund money?
If payment is made online we will refund amount to the same card/ account. If payment is made via COD we will ask the customer to share his bank account details with us and cheque will be deposited in his account.

12. How much time does the refund process usually take?
The entire process usually takes around 15 to 25 days.

13. What is the resale value of the jewellery after few years?
We have a lifetime exchange policy where you can exchange your piece with any other piece and you realise upto 80% of the product value at that time.

14. What is the diamond quality used?
We use IJ SI diamond quality for all products. However if you need to customise anything we can do so on special requests and pricing will differ accordingly.

15. Where do I see all products?
You can view different products under different collections. Click here to see all collections.

16. How do I know if it is real gold & diamond jewellery?
Gold is BIS hallmarked and we provide a certificate with all products where all product details such as gold weight, diamond carat etc is mentioned. Thus, be rest assured that it is real gold & diamond jewellery.

17. Why is COD option not available for my location?
COD option is limited to the reach of our courier companies. If your pincode is not available for COD please choose another payment option.

18. How long will it take for me to receive the product through COD?
Depending on the product your delivery date will vary. You will get a confirmation email which gives you an estimated time for delivery.

19. Is there any additional cost for COD shipment?
No, there is no additional cost for COD payment.

20. Can I offer cheque for payment in place of cash?
All COD payments have to be made in cash only and no cheque is accepted.

21. How do I track the delivery of my product?
Once we ship the product you will get a confirmation email along with the tracking number and link from where you can track your product.

22. Is same day shipping available for my product?
Same day shipping is available for Fast Ship products only if your order is placed before 12 pm. For orders placed post 12 pm shipping will happen the next day.

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