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
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.
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.
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.
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.
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.
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.