Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org
General + Company
Russet pieces are warranted against manufacturing defects and tarnishing by an official warranty. 304L pieces are warranted under a 1 -year warranty, while 316L pieces are warranted for a lifetime. Manufacturing defects do not include damage resulting from everyday use, or damage sustained after dropping or banging the product against a hard surface. A defective piece must be registered within 30 days of receiving the product by contacting Russet moderators.
To claim the warranty, just email or DM a photo of the item to our support team along with your order number and we'll process a replacement item for you.
No questions asked, no judgement, no drama.
Our products are finished using one of the highest quality specifications in the country. The process we use is the highest quality plating available. This process allows our jewelry to last longer than any typical plating you may be used to. We are constantly working to improve processes to ensure our products are the longest lasting available.
Where is Russet located?
Russet is primarily based and has an office + warehouse in DHA, Karachi. We aim to set up offices in all major cities across Pakistan.
Does Russet have any retail stores?
We do not have any retail stores or pop-up locations at this point in time. Subscribe to our newsletter to be notified if this changes.
How do I contact Russet customer support?
We are happy to help answer any and all questions. You can email our customer support at email@example.com, text us at +92(323)7277660 or get in touch with us through any of our social media handles.
Materials + Products
We only use real 304L, 316L stainless steel and genuine PVD Vacuum and Electroplating.
Our jewellery is water, heat, sweat resistant, so there is no discolouring or tarnishing under usual circumstances. It's also hypoallergenic which means no green skin, as it does not contain nickel.
All of our products are thoroughly tested before, during and after production for quality and durability.
Bracelet Size Guide:
Measure your wrist in inches with a tape measure. If you do not have one, wrap a strip of paper around your wrist and mark with a pencil where the ends of the paper meet. Use a ruler to measure the flat strip of paper in inches.
Ring Size Guide:
- Use a string / wire and wrap it around the thickest part of your finger.
- Cut or hold the pin point and put it to a scale.
- Measure the size in MM.
- Refer to the Russet ring size chart.
We have ensured that our products are made from the highest quality and most durable materials. Our chains are waterproof but like all precious metals, to maintain our pieces for a longer lifespan, you will want to keep away from any harsh chemicals. We do recommend that you dry your item as soon as possible using a cloth towel after getting wet.
Every single Russet product is waterproof, sweat-proof and heatproof.
Returns + Exchanges
Russet offers a 14 day window for an exchange or return. This 14 day window begins once an order has arrived.
In case of an exchange, you can either send the product/s back at our return address yourself, or you may get in touch with our moderators and get an exchange delivery processed. Please note that this service is charged 250 PKR separately. Russet is not responsible for paying any custom charges (import duty or tax) or delivery fee on any returns. You will be responsible for all costs and charges associated with returning or exchanging your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.
Orders sent back to the warehouse after the 14 day exchange or refund window has passed will be returned to the customer.
Request for an exchange or refund by clicking here.
Our returns and exchange process is super simple. Click here to apply.
If you do have any questions or concerns, please contact our expert support team at firstname.lastname@example.org
Please ensure that you obtain and keep your proof of postage receipt for your returned item/s, in the event that the return is lost during transit back to us, we are then able to process your request.
Without the proof of postage receipt, we are unable to honour the return request in the event the return is lost in transit.
If you wish to exchange your item for a different size please get in touch with us and include:
- Your order number.
- The new size you wish to receive.
We will ship you the new desired item size for free. However, you are responsible for the shipment of the item that you wish to exchange.
As soon as we receive your returned item/s we will start to process your exchange within 3-5 days. You can put an inquiry with our moderators whether or not your return has been received.