FAQs

          How do I make a purchase?

Browse through our entire collection. Once you have found an item, click on the 'Add to Cart' button below each item. Review your selection by clicking the 'Shopping Cart' link at the top of the page. You can use the ‘Cancel’ sign link under the quantity heading to delete items from your Shopping Cart. If you wish to continue browsing, click on 'Continue Shopping' button. To complete your order, click on 'Check Out' button.

         Do I need to set up an account to place an order?

No. You can browse through the collections without creating an account and select merchandise you like, and make a purchase and checkout as a guest.

However register with us and you'll be able to enjoy the following benefits through your Malana account:
- Review your past purchases.
- Save your address so you can shop even quicker next time.
- Manage your account details, address book and email preferences.

-Subscribe to our newsletter.
To create an account, simply click on 'REGISTER' to fill in your details.

 

         I've forgotten my password. What should I do?

If you have forgotten your password, follow the 'FORGOT PASSWORD' instructions on the SIGN IN page.

         How do I know that the products you sell are authentic?

As this is the official online store of Malana we unconditionally guarantee that every item we sell is 100% authentic and that the materials used are true.

Please note that we are unable to comment on the authenticity of any items not purchased from Malana.

 

         Which size should I choose?

Most rings and bangles are sold by size. We have provided the actual dimensions of each product for you to compare with your own body measurements. We have also provided the size charts for you to check the size that best fits you.

In addition, our customer care team can answer all your questions on sizing and fit - simply email customercare@malanajewels.com for advice.

 

         Are the colours of products shown on the website accurate?

While we have made every effort to display colours of the products appear as accurately as possible on the site, we cannot guarantee that your monitor or screen's display of any colour will be completely accurate, as computer monitors and screens of electronic devices vary. Some products may also appear smaller or larger than their image displayed on the site.

 

         How do I know if an item is in stock?

All items are in stock unless 'SOLD OUT' is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, then click on ‘ENQUIRY NOW’, and fill in your enquiry.

 

         Can I re-order an item that is sold out on the website?

Yes. We do get fresh stock of products that are sold out. Because of our products being hand crafted, it could take up to 4-5 weeks.

There is a 'ENQUIRY NOW' option which you can use to show your interest in that product and you will be notified via email once that item is back in stock and we will ship it to you. Please note One-of-a-kind items do not come back in stock.

 

         What payment methods does Malana accept?

We accept payments via PayPal and CitrusPay.

For orders within India, we also offer Cash on Delivery and Net Banking options. If you are not able to make a payment via the above listed methods, please send us an e-mail at customercare@malanajewels.com and we will be happy to help you.

 

         Is it safe to use my credit card online at Malana?

At Malana, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system. Additionally, for your safety and protection, we may confirm that the billing address you provide matches the address on file with your credit card company.

 

         Does Malana ship to multiple addresses?

Unfortunately, we can only ship to one address per order.
If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact customercare@malanajewels.com for assistance.

 

         Do I need to sign on receiving my package?

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

         Can I change my shipping address after my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched.

         Can I add items to an existing order?

Yes, you may add items to an existing order provided we have not yet dispatched it. If we have already dispatched your package you will need to make a new order.

         How will I know you received my order & when will payment be deducted?

After you place your order, the payment will immediately be deducted and you will be sent an email confirming that your order has been received. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will refund you the amount you have paid for the item which is not in stock via the respective payment gateway.

         Can I track my order?

We aim to dispatch all orders within 3 working days. Once your order has been dispatched you will receive an email confirmation of your shipping details and a tracking number with which you can track the status of your order. Malana is not responsible for any delays caused by destination customs clearance processes.

 

         How long will it take for my order to get delivered?

Orders within India are delivered within 4-5 working days.

International orders are delivered within 6-7 working days.

Please note that estimated delivery times are to be used as a guide only and commence from the date of dispatch.

 

Do you ship internationally?

Yes, we do ship internationally via our reputed courier agents.

         How much duties and taxes will I have to pay?

For orders shipped within India, prices are inclusive of all taxes and duties. For international customers, product prices displayed are exclusive of all import duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are in, payment of these at the time of delivery is necessary to release your order from customs on arrival.

         Is my package insured?

All items are insured from Malana against theft and accidental damage whilst in transit to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

         What packaging will my order be shipped in?

Your order will be delivered to you in our luxurious black boxes* which not only look fabulous, but make the perfect storage solution! 
*We are unfortunately only able to include one box per order.

Can I exchange the jewelry I buy?

No you cannot.

         Does Malana have seasonal sales?

Malana does offer seasonal sales. Also, due to the exclusive nature of our stock, we can't guarantee that an item will still be available for purchase late in the season.

         Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.
To register at Malana, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.  Please note that Malana may use your contact details to inform you of the latest arrivals and fabulous new services via email. If you would prefer not to receive these updates, please email customercare@malanajewels.com. Click here to read our PRIVACY POLICY in full.

 

         What are cookies? Should I be worried about them?

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.
Registered customers who have cookies enabled will be automatically recognized when they visit Malana - your name will appear in a welcome message at the top left hand corner of the website. When you proceed to purchase you will be prompted to enter your email address and password and review your shipping and payment details before completing your order. Please note that registered customers will be recognized for 14 days. After this time, users will be prompted to sign back in to their account.