Handmade with Passion. Worn with Elegance. DESIGNED IN SOUTH AFRICA
Customer Care

Returns & Exchanges

Because every piece is handmade to order, please read our policy carefully before placing your order. Your statutory rights under the South African Consumer Protection Act are not affected.

Last updated: 12 September 2026

Please choose carefully. Because every piece is handmade to order and one of a kind, all sales are final and non-refundable. We do not accept returns or exchanges for change of mind, incorrect sizing ordered by the customer, or damage caused after delivery.

1. Our Quality Guarantee

Every item from Exquisite Handmade Jewels is guaranteed for its quality of workmanship. If your item arrives with a manufacturing defect — such as a broken clasp on arrival, loose stones, incorrect item shipped, or damage during transit — we will repair or replace it at no cost to you, provided you notify us within the timeframe below.

2. Reporting a Problem

You must contact us within 48 hours of delivery to report any defect or issue. Claims submitted after this window cannot be accepted.

To report a problem, email us with the following information:

  1. Your invoice number (e.g. EHJ-260912001)
  2. A clear description of the issue
  3. Clear photographs showing the defect
  4. Your contact details

Send your email to: admin@exquisitehandmadejewels.co.za

3. What We Will Do

If your claim is approved, we will, at our discretion:

  • Repair the item free of charge; or
  • Replace the item with an identical or equivalent piece; or
  • Refund the item value if a repair or replacement is not possible.
Return shipping: If the fault is ours, we will cover the cost of return shipping. If the issue is not covered under our quality guarantee, return shipping is the customer's responsibility.

4. What Is Not Covered

  • Normal wear and tear over time
  • Damage caused by misuse, accidents, or improper care
  • Tarnishing caused by exposure to water, perfumes, lotions, or chemicals
  • Items that have been altered, resized, or repaired by a third party
  • Change of mind or incorrect size/colour ordered by the customer
  • Custom or personalised orders (unless defective on arrival)
  • Items purchased on sale or at a discounted price

5. Order Cancellations

Deposits are forfeited if there are any cancellations once work has begun on your order. Because each piece is handmade to order, we begin sourcing materials and crafting as soon as your order is confirmed. If you need to cancel, contact us as early as possible — cancellations before work begins may be eligible for a partial refund at our discretion.

6. Care Instructions

To keep your handmade jewellery looking its best:

  • Remove jewellery before swimming, bathing, or exercising
  • Avoid direct contact with perfumes, lotions, hairspray, and cleaning products
  • Store in a dry, cool place — ideally in the pouch or box provided
  • Wipe gently with a soft, dry cloth after wearing
  • Do not use chemical cleaners or abrasive polishes

7. Summary

Situation Outcome
Item arrives defective or damaged Repair, replacement, or refund (report within 48 hrs)
Wrong item shipped Correct item shipped at no cost
Change of mind Not accepted — all sales final
Customer ordered wrong size/colour Not accepted — all sales final
Damage from normal wear or misuse Not covered
Cancellation after work has begun Deposit forfeited

Questions about a return?

Email us at admin@exquisitehandmadejewels.co.za