Frequently Asked Questions
Everything you need to know about our jewellery, gemstones, and Rudraksha.
How do I know if my Rudraksha is real? +
Buy from a seller who provides a lab certificate. PTM Gems includes a lab certificate with every Rudraksha.
How do I know if my silver is 925? +
Every PTM silver piece comes with a BIS hallmark card. The hallmark is also stamped on the piece itself.
How do I know if my gemstone is natural? +
Every PTM gemstone comes with a lab certificate from a recognized lab.
Do you offer Cash on Delivery? +
Yes, COD is available pan-India.
What is your return policy? +
15-day easy returns on most items in original condition. Custom pieces are non-returnable.
Do you ship outside India? +
Not at the moment. We deliver across India only: free shipping above Rs 999, dispatch in 1-2 working days, and delivery in 2-4 working days to most pincodes.
How do I pay for my order? +
Choose Pay in full or Part-payment at checkout and place the order. The next screen shows a UPI QR code for the exact amount, plus a button that opens PhonePe, Google Pay or Paytm with the amount already filled in. You only enter your UPI PIN. Nothing is ever charged automatically.
Is Cash on Delivery available? +
Yes, wherever our courier offers it. Discount codes cannot be combined with Cash on Delivery — they apply to prepaid and part-payment orders only, because the discount is what covers the cost of collecting cash.
How long will my order take to arrive? +
Ready pieces are dispatched in 1 to 2 working days and reach most Indian addresses in 2 to 4 working days after that. A ring made to your finger size, or a stone set to order, adds a few days; we tell you the date when we confirm the order.
Are your gemstones certified? +
Every gemstone we sell is lab-certified, and the certificate travels with the piece. If you would like the certificate details before ordering, send us the product name on WhatsApp and we will share them.
What does 925 BIS Hallmark mean? +
925 means the silver is 92.5% pure, which is the sterling standard. The BIS Hallmark is the Bureau of Indian Standards mark stamped on the piece itself, so the purity is certified by the government and not only by us.
Is the Rudraksha natural? +
Yes. Our Rudraksha beads are natural Nepali beads, not moulded or joined. The Mukhi (the number of faces) is what you choose on the product page, and each bead is checked by hand before it is strung.
How do I choose my ring size? +
Indian ring sizes run from 1 to 36 and the size chart on every ring page maps them to millimetres. If you are unsure, order the size closest to a ring you already wear and tell us on WhatsApp; the first resize is free within 15 days.
Can I return or exchange a piece? +
Yes, within 15 days of delivery, unworn and in its original packing. Send us the order number on WhatsApp and we will arrange the pickup. Made-to-order pieces and loose gemstones cut to a weight are exchange-only.
Do you deliver outside India? +
Not at the moment. We ship anywhere in India, and shipping is free above the threshold shown at checkout.
How do I track my order? +
Use the Track Order page with your order number and the e-mail or phone you used at checkout. Once the parcel is handed to the courier you will also see the courier's own updates there.
Still have questions? Contact us →
