Frequently Asked Questions

Pretty Queen App

How do I install the Pretty Queen app on my phone?

You can install Pretty Queen as an app — no Play Store or App Store needed. On Android (Chrome): open the ⋮ menu and tap Install app / Add to Home screen. On iPhone (Safari): tap Share, then Add to Home Screen, then Add. You can also install from My Account → App section.

Orders & Shopping

How do I place an order?

Browse our collections, add items to your cart, and proceed to checkout. You can pay securely via UPI, Card, Net Banking or Wallet through PayU.

Can I modify or cancel my order after placing it?

Orders cannot be cancelled or modified once placed, as they are processed and dispatched immediately. Please review your order carefully before confirming.

How do I track my order?

Once your order is dispatched, you will receive an SMS with your tracking details. You can also track it from your account under "My Orders".

Is there a minimum order value?

There is no minimum order value. Orders above ₹999 qualify for free shipping.

Payment

What payment methods are accepted?

We accept UPI, Credit/Debit Cards, Net Banking and Wallets through PayU, our secure payment gateway. Cash on Delivery (COD) is also available — you can pay in cash when your order arrives.

Is my payment information secure?

Yes. All payments are processed through PayU, a PCI-DSS compliant payment gateway. We never store your card or payment details.

What happens if my payment fails?

If your payment fails, your order will not be placed. Your cart will remain intact so you can try again. No amount will be deducted for a failed transaction.

Do you offer EMI options?

EMI options may be available through your bank's card policies. Please check with your bank for eligible cards and offers.

Shipping & Delivery

How long does delivery take?

Orders are dispatched within 2–5 working days. Delivery typically takes 3–7 working days depending on your location. You will receive a tracking number once dispatched.

Do you ship across India?

Yes, we ship Pan India through trusted courier partners and India Speed Post.

Is there free shipping?

Yes! Orders above ₹999 qualify for free shipping anywhere in India. Below that, shipping is ₹80 within Tamil Nadu, ₹110 elsewhere in South India, and ₹130 across most of the rest of India. A few remote destinations — including Jammu & Kashmir, Ladakh, the Andaman & Nicobar Islands, Lakshadweep and parts of the North East — are ₹180. The exact charge for your address is shown at checkout.

Do you ship internationally?

Currently we ship only within India. International orders are not accepted at this time.

Returns & Refunds

What is your return policy?

We accept returns only for damaged or incorrect items received during transit. A clear, uninterrupted 360° unboxing video (without cuts or pauses) is mandatory to process any return.

How do I report a damaged item?

Contact us within 24–48 hours of delivery via: 📧 returns@prettyqueen.in 📱 WhatsApp: +91 9360602568 Include your order number, unboxing video, and description of the issue.

How long does the refund process take?

Our team reviews submitted details within 4–7 working days. If approved, the refund will be processed within 7–10 working days (after inspection) to your original payment method.

Can I exchange a product?

Exchanges are only available for damaged or incorrect products. Once your claim is approved, you can choose either an exchange or a refund. We cannot process exchanges for personal preference or sizing issues.

How do I return an approved item?

Once your claim is approved, ship the product back within 2 business days using a reputed courier service — delays will not be accepted. Courier charges will be deducted on returns and refunds, and return shipping fees are non-refundable.

What items cannot be returned or exchanged?

The following are non-returnable: • Slight colour variations due to photography or screen settings • Products that do not match personal preference • Products that feel heavy or large, or differ in size from expectation • Sale items • Bent earring stems (designed to prevent breakage — not a defect) • Minor issues like loose stones/beads that can be easily fixed Please review all product details carefully before purchasing.

Products & Quality

What materials are your jewellery made of?

Our jewellery is crafted from high-quality metals with gold plating. Specific material details are mentioned on each product page.

How do I care for my jewellery?

To maintain your jewellery: • Avoid contact with harsh chemicals, perfumes, and salt water • Remove before bathing or swimming • Store in a dry, soft-lined box or pouch • Clean gently with a soft cloth

Are your products hypoallergenic?

Our jewellery is made from quality metals, but we cannot guarantee they are hypoallergenic for all skin types. Customers with known metal allergies should check product materials carefully before purchase.

Will the colours look exactly as shown online?

We make every effort to display product colours accurately. However, colours may vary slightly depending on your screen settings and lighting conditions.

Account & Orders

Do I need an account to order?

Yes, you need to create an account to place an order. This helps us manage your orders and provide better service.

How do I log in to my account?

Pretty Queen login is password-free. On the login page, choose "Mobile OTP" or "Email OTP", enter your registered mobile number or email, and we'll send you a 6-digit OTP to verify and sign in.

Can I change my registered mobile number?

Yes. Log in to your account, go to Account Settings, and update your mobile number. Or contact our support team via WhatsApp for assistance.

How do I view my order history?

Log in to your account and go to "My Orders" from the navigation menu or account icon to view all your past and current orders.