Frequently Asked Questions (FAQs)

Welcome to the Carat Cafe Help Center. Browse our most frequently asked questions below regarding purity, custom manufacturing, shipping, and store policies.

🪙 Product & Purity

Q: What does 925 silver mean?

A: 925 silver (also called Sterling Silver) contains 92.5% pure silver and 7.5% other alloys for added strength and durability, making it perfect for everyday jewellery.

Q: What is 999 silver and what sizes are available?

A: 999 silver is 99.9% pure silver—the highest purity available. We use 999 silver for our premium idols, coins, and investment-grade bars. We stock a complete range of weights to suit your needs, starting from 2-gram bars and coins, scaling all the way up to 100-gram, 250-gram, 500-gram, and 1-kilogram investment bars.

Q: How can I verify the purity of your silver bars and jewellery?

A: All our precious metals are rigorously tested and carry official BIS Hallmark certification. Our jewellery pieces specifically feature a standard six-digit alphanumeric HUID hallmark. You can enter this unique six-digit alphanumeric code into the official BIS Care app to independently verify the authenticity and exact purity of your piece.

🛠️ Customisation & B2B Orders

Q: Can you manufacture custom jewellery from a technical drawing?

A: Yes. If you have specific technical drawings or exact specifications for pieces like necklaces, specialized clasps, or unique gift articles, our expert karigar can bring those designs to life. Please share your drawings with our support team to get a timeline and manufacturing quote.

Q: Do you offer bulk or wholesale orders for corporate gifting?

A: Yes, we offer competitive wholesale pricing for corporate gifting and large investment orders across our entire range of silver bars, coins, and jewellery. We provide standard GST invoices with every corporate order to ensure full business accounting compliance.

📦 Orders, Pricing & Shipping

Q: Why do the prices of your silver bars and coins change?

A: Because our 999 pure silver bars and coins are investment-grade items, their pricing is tied directly to live global market spot rates. The price adjusts automatically to ensure you get accurate market value, and your final rate is locked in at the exact moment you complete your checkout.

Q: Is it safe to ship precious metals?

A: Absolutely. Every order of silver and diamonds is packaged discreetly with no external branding that indicates high-value contents. Furthermore, every shipment is fully insured while in transit to your location.

Q: Do you offer free shipping in India?

A: Yes, we offer secure, free express shipping on all domestic orders across India. Delivery usually takes place within 15 working days, subject to standard courier operations.

Q: Do you ship internationally?

A: Yes, we offer both standard and express international shipping options for our jewellery and silver products to customers worldwide. Delivery timelines and shipping rates are calculated automatically at checkout based on your country. (Please note: International customers are responsible for any local customs duties or import taxes).

🔐 Account Access

Q: How do I log into my account without a password?

A: For your security and convenience, our store uses a fast OTP (One-Time Password) login system. You do not need to remember a password—simply enter your registered phone number or email address, and we will send a secure OTP so you can access your account and track your orders instantly.

🔄 Returns & Buybacks

Q: What is your return and exchange policy?

A: Returns are accepted within 48 hours of delivery only if a product arrives damaged or incorrect, and must include proof of damage. Standard jewellery can be exchanged if unused and with original tags intact. Please note that custom-made pieces crafted by our karigar are bespoke and not eligible for returns or exchanges.

Q: Do you offer a buyback policy on your silver bars and coins?

A: Yes, we offer a transparent buyback policy on our 999 pure silver bars and coins. Buybacks are calculated based on the prevailing live market spot rates at the time of return. Please bring the product in its original packaging along with the physical invoice to our retail store for evaluation.

✨ Silver Care & Maintenance

Q: How should I clean and store my silver products?

A: Store your silver in an airtight zip-lock bag or an anti-tarnish pouch away from moisture and direct sunlight. To clean, gently wipe with a soft, microfiber or lint-free cloth. Avoid exposure to harsh chemicals, perfumes, or water to prevent natural tarnishing.

📞 Contact Us & Store Location

Q: Do you have a physical retail store I can visit?

A: Yes! While we offer secure delivery online, you are always welcome to visit our brick-and-mortar retail store located at our Opera House address in Mumbai to explore our complete collection in person.

Q: How can I contact customer service?

A: Our team is ready to assist you. You can reach us via:

• WhatsApp / Phone: +91 7738210004
• Office Line: +91 22 42660001
• Email: support@caratcafe.com
• In-Person: 24 Nanik Niwas, Opera House, Mumbai - 400004, MH India