FAQ

• Is it safe to purchase jewellery online?

While it’s true that online purchases are becoming more commonplace, cyber-crime and fraud is still a very real threat. It is always advisable to be as careful as possible when purchasing high-end items like fine jewellery, diamonds and gemstones. We take every possible precaution with our online sales to ensure that your jewellery item is fully insured and accounted for throughout the entire process. We make use of trusted couriers and remain in touch with you throughout (with details like waybill and tracking numbers, etc.). That being said, wherever possible, we do recommend that clients come to our physical showroom in Illovo to view the jewellery that they want to buy from our website in person first. This way, they can also measure their fingers if required and request any necessary changes they may wish to make.

 

 

• What are the accepted methods of payment?

We accept Cash Payment, EFT and Card Payments for which you are invoiced and receipted.

 

 

• How do I track my order?

Once your purchase has been processed and dispatched we will send you a unique tracking number and a URL where you can track the live location of your parcel. We only make use of the most reputable and trusted courier services available.

 

 

• How long will it take?

Manufacture of a custom piece can take anywhere between 3 weeks and several months depending on the materials and labour required for a specific job. For existing pieces from the showroom floor, immediate collection by the client is welcome and even suggested. Alternatively, delivery with a courier service will take approximately 2-5 working days for local areas and up to 2 weeks for outlying areas in South Africa. All international couriers can take up to 30 working days to be delivered.

 

 

• Do you ship internationally?

Yes, we do. We make use of only the most reputable and trusted courier services available. We highly recommend going for the more expensive shipping options as well as these include insurance plans for your parcel that will mitigate any potential security issues and missing items.

 

  

• What couriers do you use?

We make use of The Courier Guy and RAM Hand-to-Hand Couriers for our local deliveries and collections. For overseas parcels, we make use of RAM Hand-to-Hand Couriers or the client’s most preferred service provider.

 

 

• How do I care for my jewellery?

Caring for your beloved jewellery is an essential task that shouldn’t be neglected. In order for your jewellery to remain radiant and looking new for as long as possible, keep an eye out for any pieces that look like they may need attention and bring them in to the Illovo showroom and workshop for a professional cleaning. We suggest doing this at least once a year so that we can also take the time to check all the settings and claws for you for anything that might have come loose over time (to prevent any unnecessary losses) and to re-Rhodium plate any White Gold items for you as well. This service is available for a nominal fee and is completely free of charge for any items that were made here. Alternatively, you can view our complete guide to Caring for Your Jewellery at Home.

 

 

• What certificates are provided?

We provide full Valuation Certificates for all our esteemed clients. These are used for insuring your jewellery pieces which is always highly advised. We also issue Insurance Replacements Quotes for your existing pieces for the same purpose. All Diamonds and most gemstones purchased from us come with all relevant certificates as well.

 

 

• What is the difference between Lab Grown and Mined Diamonds?

The most tangible difference between the two is that one is man-made (grown in a laboratory) and the other is mined from the earth. They are chemically and scientifically identical. Lab Grown stones, however, tend to have a much better clarity due to the controlled environment in which they are made. Another primary difference is the price point - a Lab Grown Diamond is much less expensive when directly compared to its Mined counterpart.

 

 

• How do I work out what my finger/ring size is?

There are a few methods to do this, but the most reliable would be to come through to our Showroom in Illovo for a visit so that we can measure you fingers using our measuring kit. Have a look at our Blog on the subject for more details.

 

 

• How can I cancel or change my order?

If you have placed an order on our website and you notice that there is an issue or an error that needs to be addressed, you are welcome to call us directly on +27 11 484 4978 or contact us on email or WhatsApp for assistance.

 

 

• What if I need to resize my ring?

For resizing of rings we usually require a few days to do this, excluding delivery times. If you are nearby to us and are able to drop off and collect, this will help save some time. The charge for resizing is subject to assessment and the amount of labour and material required.

 

 

• How are the items packaged?

Each item comes boxed and packaged with care and attention to detail, in a custom branded jewellery box and gift bag. All relevant physical certificates are included in an accompanying folder.

 

 

• Are your jewellery pieces plated at all?

Not at all, unless specifically requested. The only plating we do here in the workshop as a standard practice is Rhodium plating for all White Gold pieces. This process adds an extra layer of protection and scratch-resistance to the jewellery and also gives the metal a whiter appearance. We can also offer 9ct and 18ct Yellow Gold and Rose Gold gilding for some jewellery (subject to assessment).

 

 

• Which metals do you recommend?

It's a fact that some gemstones look more impressive in certain metals, yet everyone has different style and tastes when it comes to jewellery. Your preference in gemstones and metals is entirely your own and we are here to accommodate as best as we can. Some people do have natural allergies to some alloys included in metals however, and in this instance we suggest using something else if possible. If you are uncertain about the metal that is best for you we would recommend coming in for an obligation-free consultation.

 

 

• Can I add engravings?

You can absolutely add engraving to any piece of jewellery for an added charge, yes. The costs for this vary greatly depending on your design/chosen artwork. Contact us directly on email or WhatsApp for further info and an accurate quote for this service.

 

 

• How do I purchase your jewellery?

You have the option of purchasing all listed jewellery and gemstones directly on our website - which is most convenient if you are currently abroad or if you are based in another country or area. We make every effort to ensure that this process is as seamless and as safe as possible. We do however recommend coming in to the showroom in person, if you are able to, in order to view the piece you would like to buy.

 

 

• What exactly is bespoke jewellery?

The Oxford English Dictionary defines the adjective 'bespoke' as “a product made specially, according to the needs of an individual customer”. It is designed and made for you and to your taste. Simply put, it is finely made custom jewellery created to client specifications.

 

 

• Where are you based? Can I visit your premises?

We are based in the heart of Illovo, Sandton in Johannesburg, South Africa (known as the City of Gold or “Egoli”). We have a beautiful showroom and full workshop that you are welcome to come and visit. Please contact us to make an appointment. We would love to meet you!

 

 

• Can you wear jewellery every day?

You can indeed wear your jewellery every day, yes. We use only the very best materials available for our jewellery and in most instances daily wear is not a problem at all for our clients. However, this is provided that your jewellery is well looked after and is not subjected to unreasonable conditions. It is also important to note that some gemstones are too soft or delicate for daily wear and will deteriorate quickly if worn too much.

 

 

• What hallmarking is done on the jewellery and is it necessary?

In South Africa it is a legal standard to include professional Hallmarking on all fine jewellery manufactured using high end metals such as Gold, Platinum and Palladium. Hallmarks are used to indicate the purity of the metal used and where the piece originates from. For instance, the stamp of 375 indicates that 9kt Gold was used whereas the 750 refers to 18kt.

 

 

• What warranty/guarantee do you offer?

We offer a limited lifetime guarantee on all our pieces and the replacement of certain stones. This is only applicable to clients that have had their jewellery made by us. Please view our full Quality Guarantee for more information.

 

 

• How do I choose a diamond?

This process can be very intricate and requires a great deal of education and guidance by an expert. The quality and desirability of a diamond (both mined and Lab Grown) is measured primarily by a system called the 4 C’s. Namely, these are Cut, Colour, Clarity and Carat. For a detailed look into this, please view our full blog here. To book a consultation please send us an email or WhatsApp.

 

 

• What is the difference between Karat (KT) and Carat (CT)?

Karat with a K refers to the purity of the metal (how much gold or platinum etc. is used in manufacture) whereas Carat with a C indicates the weight of a stone or stones.

 

If you have any other questions please let us know and we will get back to you as soon as possible. We are available on Whatsapp, email or on our social media pages: Instagram and Facebook.