FAQs

Answers to what customers ask us most, about delivery, returns, our materials and personalisation. If your question is not here, write to us and we will answer it.

Orders and delivery

Is shipping free?

Yes. Shipping is free on every order across India, whatever the order value. There is no minimum order and no delivery charge at checkout.

How long will my order take to arrive?

Most orders arrive within 7-10 days. Every piece is made to order in our own workshop, so orders are processed in 5-7 days and delivered in a further 2-3 days.

Do you ship outside India?

No. We ship within India only. Our full shipping policy has the details.

How do I track my order?

You will receive an email with your tracking number as soon as your order ships. Please allow 48 hours for tracking to begin updating. You can also sign in to your account and open My orders at any time.

Do you have a shop I can visit?

No. We sell online only. Everything is made at our own facility in Noida, Uttar Pradesh.

Returns, cancellations and damage

Can I return an order?

Yes, up to 10 days after delivery. The item must be unused and in its original condition, with tags still on and in its original packaging, and we refund the full order amount.

How do I start a return?

Sign in to your account, open My orders, select the order and click return. Once the return is initiated our courier schedules a pickup from your address, so there is no label to print: pack the piece in its original packaging and keep it ready for collection. If you want to return part of an order, or run into trouble, write to us and we will start it for you. Full details are on our return and refund policy page.

Can personalised pieces be returned?

No. Personalised and customised products are final sale, because they are engraved with your own names, dates or wording and cannot be resold. This is why we send a design preview by email for approval before anything is made.

How long does a refund take?

Refunds are processed within 24 hours of the returned item reaching our warehouse. Your bank may then take up to 10 working days to credit it.

Can I cancel an order?

Yes, within 24 hours of placing it. Reply to your order confirmation email saying which product, or the whole order, you want to cancel. See the cancellation policy.

My order arrived damaged. What do I do?

Write to us within 24 hours of delivery with your order number and photographs of the item. We look at these case by case and will work with you to put it right.

Materials and craft

What is electroforming, and how is it different from plating?

Electroforming grows real metal directly onto the piece, building a solid layer that is bonded to the surface. Plating is a thin coating sprayed or dipped over an object, and it can chip, flake or rub off with use. Electroformed metal does not. It is why the edge of an agate coaster still looks new after years of being picked up and put down.

Is the agate real, or is it printed?

It is real. Every slab is natural agate, quartz, marble or another natural stone, cut and polished by hand. Nothing is printed, resin-cast or reconstituted.

Why does my piece look different from the photograph?

Because it is natural stone. Colour, banding and pattern form over millions of years and vary from slab to slab, so no two pieces are identical. The photograph shows one example of that stone rather than the exact piece you will receive. This is the nature of the material, not a fault, and it is the reason people buy stone in the first place.

What finishes can I choose?

Gold, silver and rose gold across the stone ranges. Antique brass and antique copper on the brass, plaque and wall tile ranges, with green and bluish pink patina on some tiles.

Where is everything made?

At our own facility in Noida, Uttar Pradesh. We are a manufacturer, not a reseller, which is why we can make pieces to your own drawings.

Personalisation and engraving

What can be personalised?

Brass name plates and house number signs, keepsake plaques for weddings, engagements, graduations and new arrivals, family trees and crests, engraved coasters and trays, whisky and wine glasses, metal letters and monograms, and portrait figurines made from your own photograph. The whole range sits in All Personalised.

Can you engrave in a language other than English?

Yes, in any language and any script. We regularly make pieces in Hindi, Gujarati, Marathi, Tamil, Punjabi, Urdu and Bengali. Send the spelling exactly as you want it to appear.

Do I see the design before it is made?

Yes. A design preview comes back to you by email for approval, and nothing goes into production until you are happy with it.

What if my name is long?

Long names are welcome. The lettering is set to fit your name, rather than your name being cut short to fit the plate.

How do plaques and name plates fix to the wall?

Three ways, chosen at checkout.

  • Peel-off tape: three sealed strips across the back, no drilling at all. Best on a tiled or granite surface, or anywhere you would rather not make holes.
  • Keyhole slots: two screws in the wall, and the plaque lifts on and off. The simplest permanent fix, and the easiest to level.
  • Floating stud mount: four threaded studs set into the wall so the plaque stands a few millimetres clear, throwing a shadow line. No fixing ever shows.

Can a name plate go outside?

Our plaques and name plates are UV-protected and weather-treated after finishing, so a covered verandah or a porch wall is safe. They hold their colour in direct sun and through the monsoon, with no fading, rust bleed or repainting. They are not meant for a fully exposed wall with no cover overhead.

Care

How do I clean natural stone pieces?

Wipe with a soft damp cloth and dry. That is all most pieces ever need. Do not put any of our pieces in the dishwasher.

How do I clean brass plaques and name plates?

Wipe with a soft dry cloth. Do not use metal polish or a scouring pad: the blackened ground behind the raised lettering is meant to stay dark, and polish will lift it.

Which pieces are food safe?

Everything in our Table and Dining range is food safe: cake stands, coasters, cutlery, lazy susans, napkin rings and cheese boards. It is marked in the Specifications on each product page. Nothing we make should go in the dishwasher.

Will the metal edge tarnish?

The metal is electroformed and bonded to the stone rather than coated onto it, so it will not chip or peel. Keep it dry after cleaning and away from household chemicals and it will hold its finish.

Trade, bulk and custom orders

Do you take bulk and trade orders?

Yes. We work with architecture and interior practices, hotels and resorts, and retail and wholesale buyers. Prices, lead times and minimum order are sent on request. See our catalogue and trade enquiry page.

Can you manufacture to our own design?

Yes. We supply from our existing ranges and we also manufacture to your drawings, in natural stone, crystal and electroformed metal. Our custom decor page explains how that works.

Do you have a catalogue with prices?

The downloadable catalogue does not carry prices. Trade and wholesale pricing is sent on request once we know quantities and finishes.

Still need help?

Write to us at support@thetangerinestore.com or call +91 84488 78544. Our contact page has our full details.