Terms and Conditions
RETURNS & EXCHANGES
Having second thoughts about your purchase? Not a problem! We know sometimes (and only sometimes) a product bought online is not always what you expect. It might not suit you like you thought or you might have seen something else on our website that caught your attention!
With our return policy, you can return your purchase up to 30 days after you have received it for either an exchange or store credit. The purchase price is the amount you paid for the product and excludes any delivery costs.
All returned items will be required to be unworn, in perfect condition, and needs to be accompanied by the original packaging.
ALL MIINELLA PRODUCTS ARE RETURNABLE, EXCLUDING THE FOLLOWING;
- Custom designed jewellery
- Any products bought on sale
- All goods being returned must be unworn, unused, undamaged, properly protected, in perfect condition, and accompanied by the original packaging.
- Exchanges will be subject to availability. In the case that the specific item is not in stock, store credit will automatically be issued to you.
- We don’t accept any returns after 4 weeks from when the purchase was received.
- You will be liable for paying the courier costs when returning the item.
- It is your responsibility to ensure the correct mailing address is given as we are not liable for any items lost in the post. Or you can contact us to arrange collection with our couriers at R100 one way.
- We do not refund international duties or taxes.
- Miinella Jewellery reserves the right to refuse any return.
Regrettably, Miinella will not be responsible for broken chains. By nature chains are extremely delicate and need to be handled with great care by the wearer. The replacement fee for chains are R150 for sterling silver and R1200+ for gold, depending on the length.
PLEASE SEND RETURNS TO:
15 Rhodes Avenue
Contact Person: Jacomien Minnaar (072 869 6787)
SHIPPING & DELIVERY
HOW LONG DOES MY ORDER TAKE?
As you know, quality takes time! It is of the utmost importance that your product gets to you in perfect condition. So please allow up to 10 – 15 working days for processing and manufacturing your order. It is important to note that we can only start manufacturing and processing your order once we’ve received payment for it. The sooner proof of payment is received, the sooner we can start producing your Miinella jewellery.
WHERE DO YOU DELIVER TO AND HOW MUCH DOES IT COST?
Our courier services deliver throughout South Africa at R100 per parcel.
Having said that, if your order happens to be over R1000, we will ship it to you for free! Consider it a gift from us to you!
WHEN WILL IT GET HERE?
Please allow 10-15 working days for shipping from the time your order has been placed. When your parcel has been dispatched you will immediately receive an email with your tracking number.
WHAT KIND OF ADDRESS DO YOU NEED?
We’ll be needing a physical address for all shipping within South Africa. Please ensure the correct address is given as we will not be liable for parcels delivered to the wrong shipping address.
CAN I COME TO COLLECT?
Of course! We do have a studio in Vanderbijlpark (Gauteng), so if you happen to be based in that area, or if you would like to enjoy a drive to our quaint town, please feel free to select ‘collection’ as your shipping option. We will notify you once your order has been completed and is ready for collection. We absolutely love visitors – so feel free to pop in to collect or even just to chat!
INTERNATIONAL ORDERS (ons moet net die bedrae nog finalise as ons klaar is met die teks)
If you happen to live overseas, please allow 10 – 15 working days for the processing and manufacturing of your chosen Miinella jewellery piece. At the end of the day, our items are ‘made to order’ and perfection takes time!
With the help of the EMS South African postal service, an international order takes approximately 10-20 working days to reach you once it has been shipped to you. The shipping cost per parcel amounts to €45.00 and all international payments are to be made via PAYPAL.
We also provide Aramex and DHL door to door courier service if you would prefer to rather make use of the South African postal service. This specific service takes roughly 7 working days, and the cost is €65,00.
As soon as your parcel has been dispatched, you will receive an email with your tracking number.
If you require shipping to a destination outside of South Africa, on top of Miinella’s Jewellery's shipping cost, tax, customs, and import duties will be levied by the local government of the client. All additional taxes and fees are for the account of the client.
This can range from 20% to 40% of the order value. Items will be shipped from Vanderbijlpark, South Africa, with an official invoice declaring the exact total of merchandise purchased in South African Rands. We will not declare goods as a gift or lower the value. This offers protection to both the customer and us as the shippers.
CUSTOMS AND IMPORTS
You may be held responsible for customs and import duties, quotas, permits, product restrictions, and/or any other local requirements. Customs policies vary widely from location to location. We recommend that you investigate these policies before placing an order, as we will not be held liable for any extra charges there might be for international shipping.
We try to ensure that our payment options are as convenient as possible for you! This is why we present a variety of payment options including PayPal, PayFast, and EFT (Electronic Funds Transfer) for your convenience.
INSURANCE OF COURIERED JEWELLERY
*All of our courier parcels are insured to the value of R30 000 per item. If your item happens to be worth more than the allocated amount, we strongly recommend that you insure your jewellery before we send it to you.
GENERAL JEWELLERY INSURANCE
We highly recommend that your insurance is in place before the collection of your item occurs. Please ensure you have an all-risk policy cover which will include theft, loss, damage as well as the risk of a stone popping out, etc. Upon the collection of the item (or from our courier), all risk of ownership is passed to you or your appointed agent.
Miinella Jewellery is not accountable for any damage incurred after the delivery has taken place. We recommend the customer insure all products ordered from us. A valuation certificate will accompany your product through email as well as a hard copy upon completion of the item. This will be able to be used for insurance purposes.
*Praat met Enette hieroor*
We are also willing to communicate with our insurance company on your behalf for a quote, which you can then choose to either accept or decline. The benefits of using our suggested insurance company are that they quote on a yearly fee which is a small percentage of the total price of the item purchased and they obligate you to use us again, should anything happen to your item, which means you receive the exact design you had within the closest possible specifications.
In the unlikely event of one of the stones popping out of the setting, your Miinella jewelry piece comes with a standard of a six-month stone replacement guarantee. In the highly unlikely occurrence of this event, please contact us at email@example.com for the replacement and full check of your jewellery item.
If it is due to any manufacturing fault we will take responsibility to repair your commission piece within six months of your purchase. We are not liable or accountable for the loss and replacement of any stones if the jewellery item has been resized or repaired in any way. We provide you with a valuation certificate upon the transfer of your jewellery piece and also the details of our preferred insurance company. We highly recommend that you insure your commission piece as soon as you take ownership of it. We advise that you have any claws or delicate settings checked yearly. We will charge your account for any repairs after the six months.
The correct ring size is absolutely critical during the process of having a custom ring designed and manufactured. You can measure your finger for the correct ring size at any jewellery store near you. However, keep in mind that the brand of equipment used by the specific jewellery store can also affect the outcome of the specific size. We are well aware that finding out the exact size of a secret special occasion ring is rarely an easy task. We would like to assist you as much as we can, as we know this can be a daunting charge. In the event of a ring sitting either too loose or too tight, we are able to resize most rings up to one or one and a half sizes bigger or smaller. Just keep in mind that resizing can compromise the integrity of the ring. We would highly suggest limiting resizing to a maximum of three times within the rings lifespan because it is possible for a tiny mark or colour difference to appear after resizing. This is because the solder used during the process is usually differently alloyed for it to melt at a lower temperature.
It is also important to note that some gemstones are not able to handle excessive heat or tension during the process of resizing. Therefore, we might have to remove the stones beforehand. Your resizing fee will be dependent on the amount of labour needed during the process as well as what metal your ring is. We will confirm the total cost of resizing before commences. Also note that some metals, such as Titanium, cannot be resized and will have to be remade.
In the unlikely event of one of the stones popping out of the setting, your Miinella jewellery piece is accompanied by a six-month stone replacement guarantee. In the highly unlikely occurrence of this event, please contact us at firstname.lastname@example.org for the replacement and full check of your jewellery item.
Specific to rings:
In the event of a ring sitting either too loose or too tight, we are able to resize most rings up to one or one and a half sizes. However, keep in mind that the integrity of the ring gets compromised during each resizing. Therefore, we suggest limiting resizing a ring to a maximum of three times within the lifespan of the ring. As a wedding gift from us to you, we offer one free polish of your engagement ring. You are welcome to make an appointment approximately two weeks before your wedding date to ensure your beautiful Miinella ring is in top condition on your special day!
Please set some time aside to read the “Do’s & Don’ts” of jewellery care as it’s important to take care of your item because the 6-month guarantee is limited to and excludes:
- The loss of centre diamonds, semi-precious and synthetic gems.
- Any worn jewellery with noticeable bumps and bends.
- A repair on an item we did not manufacture.
- Any resized item.
- Any item manufactured by us but worked on (either cleaned, repaired or resized) by another jeweller.
- Sprays and creams including soap, perfume, moisturiser and sunscreen can cause your jewellery to become dull. We highly recommend removing your jewellery before using any of these products.
- Brass can simply be cleaned back to their original appearance by using a standard brass metal polish, such as “Brasso'', which is a Miinella favourite. The piece of platinum paper that we sent along with your order can also be used to bring back the original shine of your beloved brass jewellery piece.
- If you would require us to clean or re-plate any jewellery piece for you, please contact us at email@example.com and we will gladly arrange this.
Please note that extra care should be given to plated jewellery.
- Avoid bringing your plated jewellery into contact with any products such as oils, lotions or perfumes. We recommend only wearing your jewellery once you are done using those specific substances.
- Remove your plated jewellery whenever you are doing activities such as exercising, swimming or when you are in the bath or shower.
- In the event of plated jewellery coming off, we are able to re-plate any jewellery piece for you. Feel free to contact us at firstname.lastname@example.org and we will gladly arrange this service for you. Our plating service starts at R150.
Wear and tear of jewellery can occur during any point of wearing the jewellery or if you are not carefully handling the jewellery item. Jewellery comprises delicate components and it is important to handle it with care if you would like it to be long lasting. We are willing to repair a damaged jewellery piece at no charge within the first month after purchase has been made. If repair is required after this grace period, an extra fee will be charged after the inspection of the product has taken place.
In the unfortunate event of damaging your jewellery, please feel free to send us an email to email@example.com.
Please note that you will be liable for all courier charges when getting your item/s to and from our office. If you would like us to arrange courier services to pick up your item from your location, we will gladly assist you with that.