SHIPPING & RETURNS
Packaging and Delivery
All of our jewellery is beautifully packaged in a sturdy box accompanied by information cards. It is delivered using a secure, swift service.
If an order is returned to us due to the postal or courier service not being able to complete the delivery for any reason, the customer will be responsible for the repeat delivery costs. Depending on availability of the item ordered, we aim to dispatch within 10 working days of purchase. If the item is readily available and in stock at our studio we will dispatch it on the following working day. If it is an item that is not in stock and needs to made from scratch, it will be dispatched within 10 working days after the day the order was placed.
Any items of jewellery ordered from our website can be returned unworn and in its original packaging, accompanied by completed returns form, within 7 days of receipt for a full refund. Please notify us within this time frame to receive a returns authorisation number to include with your returned items.
We will not accept returns on any items of jewellery that have been worn, or are not in their original packaging. Bespoke or customised items cannot be returned or exchanged under any circumstance.
Delivery charges of the original order will not be refunded, nor will any customs duties and taxes accrued on orders outside of the South Africa.
Refunds will be credited to the customer within 30 days of receipt of the returned items.
Customers are advised to please inspect their purchases on receipt, before removing any tags or disposing of any packaging, and to please inform us of any breakages or defects via email within 48 hours of receipt of the items. Faulty items will only be accepted by us if the items were delivered to the customer damaged, or if a manufacturing fault arises within 12 months of receipt. The faulty/damaged items will be inspected and assessed at the studio where an outcome will be decided on, taking fair wear and tear into account. On assessment, items may be repaired where repair is possible.
We do offer a service for items of SMITH jewels to be professionally cleaned, re-serviced or, where possible, repaired at a charge. Please contact us directly for assessment and a quote on charges involved.
We also offer a re-plating service for all items of 18kt gold plated SMITH jewellery. The first re-plate is free of charge on presentation of the customers ‘plating token’ which is included in the box of every piece of 18kt gold vermeil jewellery. Otherwise a nominal fee is charged for any re-plating based on the size of the item and surface area of metal in the item.
Gift Vouchers are available in denominations of R200 and can be redeemed against an online purchase at checkout. Several cards can be redeemed against a single transaction.
Cancellation By Us
We reserve the right to cancel a transaction between ourselves and the customer for the following reasons:
- As we only source very limited amounts of the materials we use, we may have insufficient materials to make an item that has been popular
- One or more of the items the customer ordered was listed with an incorrect price due to a typing error
- If we do cancel an order, the customer will be notified by email or telephone, and the customer will be re-imbursed as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered.
If the items that you receive from us are not what you ordered or are damaged, we shall not have any liability to you the customer unless you notify us of the problem by email within 7 working days of receipt of the items in question. On confirmation of the delivery date from us, if you don’t receive the items you ordered from us within this time frame (usually 10 working days from placing the order), we shall have no liability to you unless you notify us by email or telephone of the problem. This must happen within 7 working days from the date of expected receipt of delivery as confirmed by us. If you notify us of the issue under this condition, we will be obliged to either:
- make good any shortage or non-delivery
- replace any damaged or defective items
- refund to you the amount paid by you for the items in question. This excludes the delivery charge.
We will not be liable to you for any indirect or consequential loss or damage of items purchased from us once the tags have been removed and the items have been worn.
We cannot be held responsible for any delays in delivery once the items have left us and are in possession of the courier or SA Post Office.
We reserve the right to alter our terms and conditions on occasion. Following these changes, the customer’s continued use of the website acts as their acceptance of these changes. It falls under the customer’s responsibility to check on any changes to our terms and conditions.