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Store Policies

RETURNS & EXCHANGES

If you’re not happy with your purchase and would like to return it, please contact us within two weeks of receiving it so we can arrange an exchange, a gift voucher or a full refund. Please note that the purchase price is the amount you paid for the product and does not include any delivery costs. Customers are responsible for return shipping costs, but should you need assistance, we are happy to arrange a collection with our couriers for R80 one way or R160 return. Products being returned must be unworn and undamaged.

Non-refundable products include:

  • Tres Nagual items
  • Cotton face masks
  • Custom designs
  • Gift vouchers
  • Sale items

 

WARRANTY

Dear Rae will cover the cost of reasonable repairs under normal wear due to a manufacturing default for the first six months after purchase. If a piece shows signs of improper care, negligence or accidental damage, there will be a repair fee of R80 for silver items and R250 for gold items - unless upon inspection greater repairs are required. An estimate of the repair will then be given for prior approval by the customer. In the case that a piece requires repair due to negligence, customers will be responsible for return shipping costs. We offer tightening of loose stone settings (in an undamaged ring) at no charge. Please note that we cannot take responsibility for repairs or resizing undertaken by other jewellers - so we strongly recommend to always bring your Dear Rae pieces directly to us.

 

REPAIRS

Please contact us should you need to have your piece assessed for repairs. Our studio team will assist you with a personalised process to determine cost and time of your repair, which varies case by case.

Adjustable Chains

Dear Rae does not take responsibility for broken chains. Chains, by nature, are extremely delicate and need to be handled with great care. The repair fee for a broken chain is R80 for silver and R250 for gold.

Serpent Chains

Please be aware that this piece is extremely delicate and should be worn with the utmost care. Please don’t bend or kink the chain - it likes to lie flat. Due to its delicate nature, we are not liable if the chain gets damaged and cannot repair it thereafter.

Stone Rings

We recommend that rings with stones be checked annually, which is why we offer a free service of inspection for all Dear Rae rings with stone settings. Rings will be checked, settings will be tightened, and missing or loose diamonds will be replaced or reset without cost for up to 1 year post-purchase - as long as it is due to manufacturing defects (as determined by the studio).

If the stone has fallen out due to negligence or accidental damage, the cost of the replacement stone will fall on the customer along with the necessary resetting fee, determined on a case by case basis. All repairs on stone settings after 1 year post-purchase will require a fee for labour and/or material costs.

 

RING RESIZING

If you get your size wrong, don’t worry. The first resize is free, after which a resizing fee of only R80 for silver or R250 for gold is required. Please read through our online sizing guide before ordering or contact our studio team. They can help you determine your accurate size.

Our once off rings from the ‘LUCY’ collection have resizing limitations as specified in the product description. Please get in touch with our team before making your purchase.

 

CLEANING AND INSPECTION

We offer a free cleaning and inspection service on all precious stone rings. Feel free to drop your ring off at our studio in Bree Street and we’ll take care of it while you browse.

Should you wish to get any other Dear Rae jewels cleaned (brass, silver, gold and semi precious stone pieces), a rate of R80 per item will apply.

Alternatively, if you would like to clean your jewels at home, please purchase one of our Home Jewellery Cleaning Kits.



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We work with the British Letter ring sizing system meaning that your ring size will be a letter. We have grouped the letters together into sizes that are easier to understand: X-Small, Small, Medium, Large and  X-Large. It is important to note that your ring size does not necessarily correlate with your clothing size. You can be an X-Small clothing size and have X-Large finger.

The best and most accurate way to get your finger measured is to visit your local jeweller, but we totally understand that it’s not always convenient or possible which is why we have shared a helpful sizing guide that can be printed out and used at home.

DOWNLOAD OUR AT HOME RING SIZING GUIDE NOW

Please note that if you choose to measure your finger at home and the measurement ends up being incorrect, we cannot be held liable. Therefore, we advise you to get properly measured at your local jewellery store.

INTERNATIONAL CONVERSION CHART

HOW LONG DOES IT TAKE?

Our treasures are made to order, so please allow up to 10 – 15 working days for processing and manufacturing. Important to note is that we will only start once we have received payment.

WHERE TO AND HOW MUCH?

Our courier delivers throughout South Africa at a cost of R100 per parcel. However, if your order is over R1000, we’ll ship it to you for free. Consider it our gift to you.

WHEN WILL IT GET HERE?

Please allow 2 to 3 working days for shipping from the time your order has been placed. As soon as your parcel has been dispatched you will receive an email with your tracking number. Permission to stalk.

WHAT KIND OF ADDRESS DO YOU NEED?

A physical address is required for all shipping within South Africa. Unfortunately we cannot ship to a PO Box.

CAN I COME COLLECT?

We do have a studio in Cape Town, so if you’re based in the area please feel free to select ‘collection’ as your shipping option. We’ll let you know once your order has been completed and ready for you to collect. We love visitors – So pop in to collect or even just to say hello.

Drop Us A Line

We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.

Thanks for contacting us. We'll get back to you as soon as possible.

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