Frequently Asked Questions

1. How do I place an order?

Select your preferred product, choose the available size, colour or variant (where applicable), add the product to your cart, enter accurate billing and delivery details, and proceed to checkout. You may choose an available Prepaid payment method or, where eligible, Cash on Delivery (COD). For eligible Cash on Delivery (COD) Orders, you will be required to pay the applicable 20% Advance Booking Amount online before your order is processed. Applicable Shipping Charges and the COD Convenience Fee (where applicable) will be displayed separately during checkout before you confirm your order.

2. How will I know that my order is confirmed?

After placing your order, you will ordinarily receive an acknowledgement through email, SMS, WhatsApp or your customer account. For Prepaid Orders, your order is ordinarily confirmed after successful payment authorisation, order verification and final confirmation by FINERI LUXE. For eligible Cash on Delivery (COD) Orders, your order is ordinarily confirmed after successful receipt of the required 20% Advance Booking Amount, order verification and final confirmation by FINERI LUXE. Receipt of an acknowledgement alone does not constitute final acceptance of your order.

3. What payment methods are accepted?

FINERI LUXE accepts both Prepaid Orders and eligible Cash on Delivery (COD) Orders in accordance with the FINERI LUXE Shipping and Delivery Policy. For Prepaid Orders, payment may be made using the payment methods displayed during checkout, including eligible debit cards, credit cards, UPI, net banking and supported digital wallets. For eligible Cash on Delivery (COD) Orders, customers are required to pay a 20% Advance Booking Amount online before the order is processed. The remaining balance of the Total COD Order Value shall be payable at the time of delivery in accordance with the FINERI LUXE Shipping and Delivery Policy Applicable Shipping Charges and the COD Convenience Fee (where applicable) are displayed separately during checkout before the order is placed.

4. Is online payment secure?

Yes. Payments are processed through authorised third-party payment gateways and financial institutions using commercially reasonable security measures. FINERI LUXE will never ask you to disclose your OTP, CVV, debit card PIN, credit card PIN, UPI PIN, internet banking password or other confidential payment credentials through telephone calls, email, WhatsApp, social media or any other communication channel. If you receive any suspicious communication claiming to represent FINERI LUXE, please contact our Customer Support immediately.

5. How long does dispatch take?

Orders are ordinarily dispatched within 1 to 3 Business Days after successful payment confirmation (for Prepaid Orders) or successful receipt of the required 20% Advance Booking Amount (for eligible Cash on Delivery (COD) Orders), together with order verification. Customised, personalised, made-to-order or specially procured products may require additional processing time.

6. How long does delivery take in India?

Domestic deliveries are ordinarily completed within 2 to 7 Business Days after dispatch, depending upon the delivery location, courier serviceability and operational conditions. Delivery timelines are estimates only and may be affected by public holidays, weather conditions, transportation disruptions, force majeure events or other circumstances beyond the reasonable control of FINERI LUXE or its authorised logistics partners.

7. Do you ship internationally?

International shipping may be available for selected products and destinations, subject to product eligibility, destination serviceability, payment availability, customs requirements and confirmation by FINERI LUXE. International customers are responsible for any applicable customs duties, import duties, taxes, clearance charges or other destination-country fees unless expressly stated otherwise by FINERI LUXE. Cash on Delivery (COD) is not available for international orders.

8. How do I track my order?

Once your order has been dispatched, FINERI LUXE may provide shipment tracking details through email, SMS, WhatsApp or your customer account. Tracking information may require some time to become active after the shipment has been handed over to the authorised logistics partner.

9. What should I do if the parcel is tampered with?

If the parcel appears materially opened, visibly damaged or tampered with, you should refuse delivery wherever reasonably possible and immediately inform FINERI LUXE Customer Support. If you accept the parcel, please retain the original packaging and record:

• Clear photographs of the parcel;
• Photographs of the shipping label;
• Photographs of the product; and
• One continuous and unedited unboxing video clearly showing the unopened parcel, opening process and the condition of the product.

Any such issue should ordinarily be reported within 48 hours from delivery, together with the required supporting evidence.

10. Can I cancel an order?

A cancellation request may ordinarily be submitted before dispatch by contacting FINERI LUXE Customer Support. Once an order has been dispatched, cancellation is ordinarily not available. For eligible Cash on Delivery (COD) Orders, refund of the 20% Advance Booking Amount, where applicable, shall be processed in accordance with the FINERI LUXE Shipping and Delivery Policy and the FINERI LUXE Cancellation, Return, Exchange & Refund Policy. Customised, personalised, altered, made-to-order and specially procured products may become non-cancellable once production, alteration or procurement has commenced.

11. When is a return accepted?

A return request may ordinarily be considered where:

• You receive a materially damaged product;
• You receive an incorrect product, size, colour or variant supplied by FINERI LUXE;
• The product has a verified manufacturing defect;
• A product or material component is missing; or
• The product is materially different from the confirmed product description.

The issue should ordinarily be reported within 48 hours from delivery together with the required supporting evidence. Submission of a return request does not automatically entitle the customer to a return, replacement, exchange or refund.

12. Is an unboxing video required?

Yes. A continuous and unedited unboxing video is strongly recommended and may be required for claims involving:

• Materially damaged products;
• Tampered parcels;
• Incorrect products;
• Missing items or accessories; or
• Other delivery-related disputes.

The video should clearly show the unopened parcel, shipping label, opening process and the condition of the product. It assists FINERI LUXE in verifying the claim fairly and efficiently.

13. Can I return a product because I changed my mind?

No. Returns based solely on a change of mind, personal preference or dislike after delivery are ordinarily not accepted. However, this does not affect your rights where the product is materially damaged, incorrectly supplied, has a verified manufacturing defect or where a return is otherwise required under applicable law or the FINERI LUXE Cancellation, Return, Exchange & Refund Policy.

14. Can I exchange the size?

Yes. A discretionary size exchange may be considered for eligible products, subject to:

• Compliance with the FINERI LUXE Cancellation, Return, Exchange & Refund Policy;
• Successful inspection of the returned product;
• Availability of the requested size; and
• Operational feasibility.

For customer-requested size exchanges, applicable reverse pickup charges, return shipping charges and re-shipping charges may apply.

15. Are sale or promotional products returnable?

Sale, promotional, clearance or discounted products may be designated as Final Sale, Exchange Only or subject to specific promotional conditions displayed on the relevant product page or campaign. Where applicable law provides otherwise, customers continue to retain their rights in respect of materially damaged, incorrectly supplied or verified defective products.

16. Are customised or personalised products returnable?

Customised, personalised, altered, made-to-order and made-to-measure products are ordinarily non-returnable and non-exchangeable once production, alteration or procurement has commenced. However, returns or appropriate remedies may still be considered where the product is materially damaged, incorrectly supplied, has a verified manufacturing defect or where required under applicable law.

17. How long does a refund take?

Where a refund is approved, FINERI LUXE ordinarily initiates the refund within 7 to 10 Business Days after successful verification and, where applicable, receipt and inspection of the returned product. The actual credit of the refunded amount may take additional time depending upon your bank, card issuer, UPI service provider, payment gateway or other financial institution. For eligible Cash on Delivery (COD) Orders, refunds of the 20% Advance Booking Amount, where applicable, shall be processed in accordance with the FINERI LUXE Shipping and Delivery Policy and the FINERI LUXE Cancellation, Return, Exchange & Refund Policy.

18. Do you offer Cash on Delivery (COD)?

Yes. Cash on Delivery (COD) is available for eligible orders within India, subject to delivery serviceability by the authorised logistics partner. Customers selecting Cash on Delivery (COD) are required to pay a 20% Advance Booking Amount online before the order is processed. The remaining balance of the Total COD Order Value shall be payable at the time of delivery in accordance with the FINERI LUXE Shipping and Delivery Policy. Cash on Delivery (COD) is not available for international orders.

19. How will my refund be processed?

Eligible refunds are ordinarily processed to the original online payment method used while placing the order or paying the 20% Advance Booking Amount. Where refund to the original payment method is not technically possible, FINERI LUXE may request verified bank account or UPI details for processing the refund. Refunds, including refunds of the Advance Booking Amount for eligible Cash on Delivery (COD) Orders, shall be processed in accordance with the FINERI LUXE Cancellation, Return, Exchange & Refund Policy and the FINERI LUXE Shipping and Delivery Policy.

20. Will the product colour be exactly the same as shown on the Website?

FINERI LUXE makes commercially reasonable efforts to display product colours accurately. However, slight variations may occur due to lighting conditions, photography, screen settings, monitor calibration, mobile device displays, fabric texture, dye batches, natural materials and production processes. Minor colour or handcrafted variations do not, by themselves, constitute a manufacturing defect and shall not ordinarily be treated as grounds for return or refund unless otherwise required under applicable law.

21. Are styling accessories shown in product photographs included?

Unless expressly stated in the relevant product description, accessories, footwear, handbags, jewellery, decorative items, props or other display materials appearing in product photographs are for illustrative purposes only and are not included with the purchased product. Customers are encouraged to review the product description carefully before placing an order.

22. How do I choose the correct size?

FINERI LUXE provides product-specific size charts and measurement information to assist customers in selecting the appropriate size. Customers should carefully review the applicable size chart, product description and measurements before placing an order. If you are uncertain about sizing, you are encouraged to contact FINERI LUXE Customer Support before placing your order. Eligible size exchange requests shall be governed by the FINERI LUXE Cancellation, Return, Exchange & Refund Policy.

23. How is my personal data used?

FINERI LUXE processes personal data for legitimate business purposes, including:

• Creating and managing customer accounts;
• Processing orders;
• Processing online payments;
• Processing 20% Advance Booking Amount payments for eligible Cash on Delivery (COD) Orders;
• Processing Cash on Delivery (COD) transactions;
• Shipping and delivery;
• Order tracking;
• Returns, exchanges and refunds;
• Customer support;
• Fraud prevention and payment verification;
• Service improvement;
• Accounting, taxation and legal compliance; and
• Sending transactional and permitted promotional communications.

Your personal data is processed in accordance with the FINERI LUXE Privacy Policy and applicable law.

24. Does FINERI LUXE store my full card details?

No. FINERI LUXE does not intentionally store complete debit card numbers, credit card numbers, CVV, OTP, debit card PIN, credit card PIN, UPI PIN, internet banking passwords or other confidential payment credentials on its own systems. Online payments are processed through authorised third-party payment gateways and financial institutions.

25. How do I stop promotional messages?

You may unsubscribe from promotional emails or marketing communications by:

• Using the unsubscribe option available in the communication; or
• Contacting FINERI LUXE at fineri.five@gmail.com.

Please note that essential transactional communications relating to your orders, payments, 20% Advance Booking Amount, Cash on Delivery (COD), dispatch, shipping, delivery, returns, exchanges, refunds, security notifications or customer support may continue even after you opt out of promotional communications.

26. How can I contact FINERI LUXE?

For assistance relating to orders, shipping, deliveries, Cash on Delivery (COD), payments, returns, exchanges, refunds, privacy, grievances or any other customer support matter, you may contact FINERI LUXE through the following official channels: Customer Support Number: +91 8007008922 Customer Support Email: fineri.five@gmail.com

Support Hours: Monday to Saturday, 11:00 AM to 6:00 PM (Sunday Closed) Our Customer Support team will make commercially reasonable efforts to respond to customer queries within a reasonable time during business hours.

27. Does FINERI LUXE use cookies?

Yes. FINERI LUXE may use essential, functional, analytics and, where permitted, advertising or social-media cookies. Non-essential cookies will be managed through available consent or preference tools where required. Details are provided in the Privacy and Cookie Policy.

28. How can I verify that a FINERI LUXE product is authentic?

Purchase through www.fineriluxe.com or an official or expressly authorised FINERI LUXE channel, retain the invoice and order confirmation, and verify the seller or storefront. Suspected counterfeit products or fake accounts may be reported to fineri.five@gmail.com with screenshots, links and purchase details.

29. What happens if my payment fails or is debited twice?

A failed or pending payment does not confirm an order unless the payment provider and FINERI LUXE verify successful receipt. If the same order is verified as paid more than once, the excess amount is ordinarily refunded to the original payment method within 7 to 10 Business Days after verification, subject to banking timelines.

30. Do FINERI LUXE fashion products carry a warranty?

Unless a separate written warranty is stated on the product page, invoice, warranty card or packaging, fashion apparel and artificial jewellery do not carry a separate commercial warranty. Verified manufacturing defects, material damage, incorrect products and other eligible issues remain covered by the Cancellation, Return, Exchange, Refund and Warranty Policy and applicable law.

31. What is not considered a manufacturing defect?

Normal wear and tear, accidental damage, misuse, incorrect washing or storage, customer alterations, exposure to moisture, cosmetics or chemicals, tarnishing caused by use, failure to follow care instructions and minor handcrafted or dye-batch variations are not ordinarily treated as manufacturing defects.

32. Are products sold on marketplaces authentic?

FINERI LUXE may sell through selected authorised marketplace storefronts or sellers. A marketplace listing alone does not prove authorisation. Customers should verify the seller identity and retain the marketplace invoice. Purchases from unauthorised sellers are not covered by FINERI LUXE discretionary authenticity or promotional benefits, without affecting legal rights against the actual seller.

33. Can influencers or affiliates make promises on behalf of FINERI LUXE?

No. Influencers, affiliates and promotional partners may communicate only claims and offers approved by FINERI LUXE. They cannot create warranties, change return conditions or make binding commitments unless confirmed through an official FINERI LUXE channel.

34. Do you currently offer gift cards or an affiliate programme?

Gift cards, store credits, loyalty or affiliate programmes apply only when formally launched and displayed by FINERI LUXE. Any validity, redemption, commission or programme conditions will be published at launch. A reference in the Terms does not itself mean that a programme is currently available.

35. How can I report a fake website, seller or social-media account?

Send the link, screenshots, seller details and any invoice or payment information to fineri.five@gmail.com. Do not send OTPs, PINs or confidential banking credentials. FINERI LUXE may investigate and take marketplace, platform or legal action where appropriate.

36. Where can I read your policies?

Our policies are available on the FINERI LUXE Website for your reference. These include:

• Shipping and Delivery Policy;
• Cancellation, Return, Exchange & Refund Policy;
• Privacy Policy; and
• Terms of Use and Sale.

Customers are encouraged to read these policies before placing an order, as they form part of the terms governing purchases made through the FINERI LUXE Website.