FAQ

• Is it safe to purchase jewellery online?

While it’s true that online purchases are becoming more commonplace, cyber-crime and fraud are 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, 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 by courier takes 1–2 working days to major centres and 3–5 working days to outlying areas in South Africa. International delivery is quoted on request.

• Do you ship internationally?

Yes, on request. Please contact us for a quotation. We use only reputable, trusted couriers, and every parcel is fully insured. Import duties and taxes are the buyer’s responsibility.

• 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 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 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 small fee, and is free of charge for any items made by us. 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 Replacement Quotes for your existing pieces for the same purpose. All diamonds and most gemstones purchased from us also come with all relevant certificates (GIA, IGI or EGL).

• 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 physically identical. Lab grown stones, however, tend to have 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 than 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 is to visit our showroom in Illovo so that we can measure your fingers using our measuring kit. Have a look at our blog or finger size chart 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 by email or WhatsApp for assistance.

• What if I need to resize my ring?

Resizing usually takes a few days, excluding delivery times. If you are near 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 in the workshop as standard practice is rhodium plating for all white gold pieces. This adds an extra layer of protection and scratch-resistance and 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?

Some gemstones look more impressive in certain metals, yet everyone has their own style and taste when it comes to jewellery. Your preference in gemstones and metals is entirely your own and we are here to accommodate it as best we can. Some people do have allergies to certain alloys used in metals, and in this instance we suggest using an alternative where possible. If you are uncertain about the metal that is best for you, we recommend coming in for an obligation-free consultation.

• Can I add engravings?

Yes, you can add engraving to any piece of jewellery for an added charge. The cost varies depending on your design or chosen artwork. Contact us by email or WhatsApp for further information and an accurate quote.

• How do I purchase your jewellery?

You can purchase all listed jewellery and gemstones directly on our website – most convenient if you are abroad or based in another area. We make every effort to ensure this process is as seamless and safe as possible. We do, however, recommend coming in to the showroom in person, if you are able to, 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 Illovo, Sandton, Johannesburg, South Africa (known as the City of Gold, or “Egoli”). We have a beautiful showroom and full workshop that you are welcome to visit. Please contact us to make an appointment. We would love to meet you!

• Can you wear jewellery every day?

Yes, you can. We use only the very best materials available and in most instances daily wear is not a problem at all, provided your jewellery is well looked after and is not subjected to unreasonable conditions. Please note that some gemstones are too soft or delicate for daily wear and will deteriorate quickly if worn too often.

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

In South Africa it is standard practice to hallmark fine jewellery made from precious metals such as gold, platinum and palladium. Hallmarks indicate the purity of the metal used and where the piece originates from. For instance, a 375 stamp indicates 9ct gold, whereas 750 indicates 18ct gold.

• What warranty/guarantee do you offer?

All our goods carry a 6-month warranty against defects, as set out in our Return & Refund Policy. In addition, jewellery made by us carries a limited lifetime guarantee, which includes the replacement of certain stones. Please view our full Quality Guarantee for more information.

• How do I choose a diamond?

Choosing a diamond can be intricate and benefits from expert guidance. The quality and desirability of a diamond (both mined and lab grown) is measured primarily by the 4Cs: Cut, Colour, Clarity and Carat. To book a consultation, please send us an email or WhatsApp.

• What is the difference between ct for gold and ct for diamonds?

For metal, the carat (also written karat or kt) refers to purity – how much pure gold is in the alloy (for example 9ct or 18ct). For gemstones, the carat refers to weight – one carat is 0.2 grams.

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.