FAQ

What type of silver is used in your products?

We use 925 purity silver in all our products. This means that our silver has a composition of 92.5% silver and 7.5% other metals. This is the highest standard of purity used for silver jewelry.

Do you provide Hallmark certification for your products?

Yes, we provide Hallmark certification for all our silver products under the Bureau of Indian Standards (BIS) policy. This ensures that our silver products are of the highest quality and purity.

Do you offer custom engraving on your products?

Yes, we offer custom engraving on select products. Please contact us at reina.silverware@gmail.com for more information.

What is your return policy?

We have a 15-day return policy for items in their original condition. Please refer to our Return Policy for more information on our return process.

How do I care for my silverware?

We recommend storing your silverware in a dry, cool place to prevent tarnishing. To clean your silverware, use a soft cloth and a mild silver polish. Avoid using abrasive cleaners or harsh chemicals.

Do you offer wholesale pricing for bulk orders?

Yes, we offer wholesale pricing for bulk orders. Please contact us at reina.silverware@gmail.com for more information.

What is your shipping policy?

We offer free shipping on all orders within Pan INDIA. Please refer to our Shipping Policy for more information on our shipping process.


How do I track my order?

We provide order status updates via email, including shipment tracking information. You can also log in to your account on our website to track your order.

What is the distance range for the products?

Yes, we ship internationally. Please contact us at reina.silverware@gmail.com for more information on international shipping rates and delivery times. Shipping costs may vary depending on the destination country and the weight of the package.

Know your Account

How can I get in touch with you?

We are available to assist you from 10 AM- 6 PM, Monday to Friday. You can reach out to us at +977-9801905573 or email us at cxo@urbanpulse.com.np.co for any queries, requests, complaints or just to say Hi!

Is my personal information secure? How can I edit my personal info?

It is absolutely secure, don’t you worry! We ensure that the data you have entered is strictly confidential. It’ll just help us understand you better so that we can provide you better services in the future. To edit your personal info, you can visit “My Account” to make the changes you want.

What if I forget my password?

Login with your registered email or phone number, click on forgot password. Select login with OTP, which you’ll receive on your phone and email both. Key-in the OTP, then you’ll get the option to set new password. There you go!

How can I reset my password?

You can change it by going to change password option in your account and updating it from there without any hassle.

Cancellation Queries

What are the steps to be followed to cancel my order?

You can cancel your order by logging in to Nu Republic’s with your User ID and Password. Once you log in 1. Look to the top right corner of your screen 2. Click on My Account 3. On the next page that pops up, you’ll be able to see details of all your orders 4. Locate the “Cancel” button and click on it 5. Voila! The order has been cancelled

How long will refund take post cancellation?

We initiate the refund immediately upon cancellations. The time for the refund to reflect in your source account might vary depending on the payment type used..

If you paid using your bank or e-wallet, it will reflect in the source account within 7 to 10 working days from the time of refund initiation. Please note that this is the time taken by the respective banks or e-wallets to process your refund.

The 'Cancel' link is disabled.

Well it can mean two things: 1. The order might have already been packed or shipped out; in which case you can refuse the delivery of the order. No worries! 2. Something might not be working as it’s supposed to on the website. Give us a call or send us an email and we’ll help in fixing it.

What is the Cancellation Policy ?

You can cancel your order before it gets packed. Cancellation is possible by contacting on WhatsApp and email

Payment Queries

What are the various modes of payment at  REINA ?

You can pay using payment methods:

1. Credit Card

2. Debit Card

3. Net Banking

4. E-Wallets

5. UPI

Will I have to pay for any hidden costs like sales tax, OCTROI, etc?

You should not be asked to pay anything extra for the order. Only whatever is mentioned on the invoice can be paid. Please let us know if you’ve been bothered otherwise.

Can I pay using International Currency?

At this moment we accept only INR at REINA

What if the amount got debited from my side but I did not receive an Order ID?

We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Give us a buzz and we’ll sort it together.

Does  REINA offer EMI payment option?

No we Don't offer Right now

Return and Refund Queries

How do I return my product?

You can return a product by talking to our customer care representative or by dropping a mail to reina.silverware@gmail.com or Whatsapp : +91- 8882478078 describing the issue that you're facing with the product with your invoice and product images/videos. The process will be as followed:

1. An email will be sent to our customer service.

2. A representative will get in touch with you to help you with the issue you're facing.

If the issue persists, you may need to send the product to our service centre for replacement.

SHIP TO: Basement Room no.2 , 2719 Bank Street Karol Bagh, Basement Room no.2, 110005 Delhi Delhi, India

What is your returns policy?

We accept return within 15 days of your purchase. Product will be returned only if there is no damage and box should not be broken.

Does the returns policy change for any  REINA promotions?

At times, the returns policy may vary. To get the exact information, always refer to the Terms and Conditions of the promotion running at that time. That said, we always strive to keep our policies as flexible and customer friendly as possible. 

What if I don't like the product as soon as it is delivered? Can I return the product to the courier person?

Please don’t do that! We have a very flexible policy where you can get in touch with us by giving us a call on +977-9801905573 or by dropping a mail to cxo@urbanpulse.com.np with your concern and we shall help you out.

Are there specific conditions under which the product returns may be rejected?

In case the 3 day period has elapsed, the return will be rejected. if the reason for return is “Change of Mind” or if you don’t need the product anymore or if the product has been picked up, and it fails the quality check at our warehouse due to product usage, defect, missing tags or packaging, the return might get rejected.

When is the refund for my return provided?

We deal with refunds on a case-by-case basis. Once we are satisfied with the reason, we would require your bank details and would process the refund duly within 2-3 days.

I haven't received my refund amount yet. Please help!

Once the returned product has been received by us, a refund should get initiated. Once initiated, it should reflect in your account based on your mode of payment.

My area is not serviceable for return, how do I return my order?

We strive to service all pin codes in India for forward and reverse delivery. But don’t worry, even if your pin code is not serviceable, you can still return the product by following the steps given below:

1. 3 days (for Digital products) from the date of delivery, we will request you to self- ship this item.

2. Please send us the following items in a sealed bag:

a. Product

b. Price Tag/Product box

c. Order ID written on a piece of paper.

SHIP TO: Urban Pulse Pvt. Ltd.
Phone number: +977-9801905573
Email: cxo@urbanpulse.com.np
Bass & Treble Opposite Police Headquarter, Bhim Plaza, Kathmandu 44600.

4. Notify us about the courier name and tracking number as soon as you have dispatched it. We want to keep an eye on it too!

5. Give us 3-4 business day after receiving the product, to perform a quality check, post that we will process your replacement and inform you accordingly.

How much will I be refunded if I return a product and what is the mode of refund?

We promise to refund the entire amount paid for the product, including any taxes that were paid – no strings attached! The mode of refund depends on the mode of payment for the order.

I paid for a  REINA order using E-wallet. If I return a product, where will I get my refund?

The amount paid for the product will be credited back to your E-wallet.

What do I do in case the 3 days period for returning has lapsed and there is an issue with my product?

Please get in touch with the customer care by dropping an email at cxo@urbanpulse.com.np or call us at +977-9801905573 and we will help you to resolve the issue.

I'm having problems operating the product I received.

If there is a problem within 3 days of receiving the product, we shall try to help you fix the issue. If there is a problem highlighted after the returns period, please reach out to us through above mentioned details or as mentioned on the box.

I have received the product and haven't tampered the seal yet. Can I return the product?

Unfortunately, product will not be returned/exchanged for a change of mind.

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