Last revised: October 2025

This Shipping, Returns and Exchanges Policy (“Policy”) forms an integral part of the Terms of Service governing the relationship between Johanna van Zyl Jewellery, a sole proprietorship registered and operating within the Republic of South Africa (hereinafter referred to as “Johanna van Zyl Jewellery”, “we”, “our”, or “us”), and any person purchasing or contracting for goods through our website or other sales channels (hereinafter referred to as “the Customer”, “you”, or “your”).

By placing an order with Johanna van Zyl Jewellery, the Customer acknowledges that they have read, understood, and agreed to be bound by the terms and conditions set out herein.

1. Production Lead Time

1.1 All jewellery pieces are individually handcrafted and made to order.
1.2 Each order is subject to a production lead time of fourteen (14) business days, calculated from the date of receipt of cleared payment, and expressly excluding courier or shipping timeframes.
1.3 This lead time is indicative and may be extended in circumstances beyond our reasonable control, including, without limitation, load-shedding, supply chain delays, or acts of God.

2. Amendment or Cancellation of Orders

2.1 Requests to amend or cancel an order must be received by us in writing within twenty-four (24) hours of the order being placed.
2.2 After the expiration of this period, the Customer acknowledges that production may have commenced, and the order shall be deemed final, binding, and non-cancellable.
2.3 Any amendments requested outside of this timeframe shall be subject to Johanna van Zyl Jewellery’s sole discretion and may incur additional charges.

3. Domestic Shipping

3.1 For the Customer’s convenience, domestic deliveries within the Republic of South Africa are facilitated through independent third-party courier services at a flat rate of R150 (one hundred and fifty rand) per parcel.
3.2 Delivery times vary depending on geographic location. Regional or remote areas are typically serviced twice weekly and may be subject to longer transit durations.
3.3 Upon completion of production, the Customer shall receive a dispatch confirmation email containing a tracking number and the courier’s contact details for reference purposes.
3.4 All delivery dates are estimates only. Johanna van Zyl Jewellery shall not be held liable for any delay in delivery beyond its control.

4. Risk, Title and Liability in Transit

4.1 Johanna van Zyl Jewellery does not operate its own logistics or delivery service. All goods are shipped via third-party carriers contracted on the Customer’s behalf.
4.2 Risk of loss, damage, or theft in respect of the goods shall pass to the Customer upon collection by the courier from Johanna van Zyl Jewellery’s premises.
4.3 Accordingly, Johanna van Zyl Jewellery accepts no liability for any loss, damage, delay, or non-delivery of goods once they have left our premises.
4.4 Optional transit liability insurance is available upon the Customer’s written request prior to dispatch. The cost thereof shall be for the Customer’s account.
4.5 The Customer is deemed to have accepted the goods upon successful delivery by the courier to the Customer or the Customer’s authorised representative.

5. International Shipping

5.1 Johanna van Zyl Jewellery offers international delivery to selected destinations, subject to availability of service.
5.2 International shipments generally require three (3) to five (5) business days in transit following dispatch; however, this may vary by destination.
5.3 Shipping costs are calculated at checkout and are exclusive of any customs duties, import taxes, levies, or other charges imposed by the destination country.
5.4 All such charges shall be borne solely by the Customer.
5.5 In compliance with South African export control regulations, Johanna van Zyl Jewellery is required to:

• (a) Declare the full commercial value of all goods exported; and
  
  
• (b) Mark all international parcels as dutiable merchandise.

5.6 We are prohibited by law from marking any parcel as a “gift”, irrespective of the intended recipient.
5.7 The Customer is advised to contact their local customs authority for clarity on applicable import requirements prior to placing an order.

6. Delivery Conditions

6.1 The Customer shall ensure that the delivery address and contact information provided at checkout are accurate and complete.
6.2 Johanna van Zyl Jewellery shall not be held responsible for any delay, redelivery charge, or return arising from incorrect or incomplete delivery details.
6.3 The Customer, or a duly appointed representative, must be available to accept delivery. The courier shall make three (3) attempts to deliver the parcel.
6.4 Should all three attempts fail, the goods shall be returned to Johanna van Zyl Jewellery, and a new courier fee shall apply prior to redelivery.
6.5 Once the courier has effected delivery to the address provided, title and risk in the goods shall irrevocably pass to the Customer.

7. Returns and Exchanges

7.1 All goods are made to order and, as such, returns or exchanges are not accepted on the basis of change of mind, incorrect sizing, or personal preference.
7.2 The Customer is encouraged to consult product descriptions and sizing information prior to purchase.
7.3 Any queries regarding sizing or materials must be raised before placing an order.

8. Defective or Non-Conforming Goods

8.1 In accordance with the Consumer Protection Act, 68 of 2008 (“CPA”), goods which are defective, damaged, or not in accordance with the agreed specifications may be returned within ten (10) business days of delivery for repair, replacement, or refund, at our discretion.
8.2 The Customer must notify us in writing at jo@johannavanzyl.co.za within the aforementioned period, providing proof of purchase and a clear description of the defect.
8.3 Returned items must be:

• (a) Unused and in their original condition;
  
  
• (b) Accompanied by all original packaging; and
  
  
• (c) Returned using a trackable courier service.

8.4 The cost of return shipping shall be for the Customer’s account, unless the return is accepted as a valid claim under section 56 of the CPA.
8.5 Upon inspection, if the item is found not to be defective, the Customer will be notified and the item returned at the Customer’s cost.
8.6 Damage caused by misuse, neglect, failure to adhere to care instructions, or normal wear and tear shall not constitute a manufacturing defect.

9. Custom and Bespoke Orders

9.1 Custom-made or bespoke items are manufactured in accordance with the Customer’s specific instructions and requirements.
9.2 Consequently, such items are non-returnable and non-refundable, except where a demonstrable manufacturing defect exists as contemplated by the CPA.

10. Refunds

10.1 Where a refund is authorised, it shall be processed within ten (10) business days from the date of confirmation and shall be made using the original payment method.
10.2 Shipping fees are non-refundable, save where the return arises due to fault or error on the part of Johanna van Zyl Jewellery.