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FAQS

FOR MORE INFORMATION

Here are a few answers to some of our most frequently asked questions. If you need any more information, please feel free to contact us at info@joyberryjewels.co.za so that we can assist you further.

 

Orders

·         Do I need an account to order?

No. You are welcome to place your order as a visitor, however, should you wish to create an account, please note that your information will be stored on our database

·         What are my payment options?

Orders being placed in south Africa can be paid using either credit card, debit card or instant eft. Unfortunately we do not accept American Express.

·         I did not receive a confirmation email once I had placed my order

Once the order has been placed and paid for, an email is automatically generated and sent via our system. Please check your spam folder in case it was flagged as spam by your system. If it is not in spam and you have not received the email within 30 minutes of placing your order, email us at info@joyberryjewels.co.za so we can assist you.

·         How long will it take for my order to be sent?

We endeavour to have all orders dispatched within 7 working days from date of order. Should you need your order for a specific date, please try place the order in time for us to deliver for the intended date. You will be notified via email of all pertinent information regarding shipping.

Please note that while we endeavour to have everything dispatched in a timely fashion, during sales campaigns and holiday seasons these times may vary slightly. You will be notified of any changes or delays via email should they arise.

·         I need my order urgently! Can you help?

Should you need your order urgently for a specific date, please email us at info@joyberryjewels.co.za and we will try and assist you as best we can.

·         What I received was not what I ordered

If you have received the incorrect item, please notify us at info@joyberryjewels.co.za within 48 hours of receiving your package so that we can assist you as quickly as we can.

 

 

Shipping

·         Where do you deliver?

We ship all across South Africa. Please note that we make use of door-to-door courier services and we will need a physical address for delivery.

·         How much does shipping cost?

We charge a flat rate of R115. Please note that delivery fees are non-refundable.

·         Can I collect?

Should you wish to collect rather than have your items delivered, please contact us at info@joyberryjewels.co.za before placing your order to arrange collection.

·         Do you ship internationally?

If you would like to have something shipped internationally, please contact us at info@joyberryjewels.co.za before placing your order to arrange shipment Please note that JoyBerry Jewels is not liable for any import duties or custom fees that may be incurred by the destination country.

·         How long will delivery take?

We endeavour to dispatch all orders within 7 working days. Please allow for 2 to 3 days for items to be delivered. Please note that JoyBerry Jewels is not responsible for any delays that incur on the part of the courier. Should there be delays, we will notify you via email.

·         What if my package is lost or damaged?

JoyBerry Jewels encourages you to inspect your package before signing to accept delivery. Should the package be damaged or appear to have been opened or tampered with, we encourage you not to accept delivery of the package and notify us at info@joyberryjewels.co.za immediately so that we can rectify the issue in a timely fashion.

Should the package be sealed but the item is damaged upon arrival, please notify us within 48 hours of receiving the package at info@joyberryjewels.co.za

Should your package not arrive within the estimated time frame, please notify us immediately at info@joyberryjewels.co.za so that we can assist you

 

 

Returns

·         Can I return the jewellery I bought?

Provided that the jewellery has not been worn, shows no signs of damage and is in its original packaging it may be returned with the purchase receipt within 7 days of receiving it for a credit in the form of a gift voucher.

Should you wish to return an item, please contact us at info@joyberyjewels.co.za within 7 days of receiving it.

JoyBerry Jewels is not liable for any costs incurred in returning items.

Please note that delivery fees are non-refundable

·         Is there anything I can’t return?

JoyBerry Jewels will not accept returns of any custom designs as each piece is unique and made to the client’s specifications.

We will not accept returns of any personalised items as they are made to the client’s specifications and are unlikely to be resold.

We will not accept any item bought on sale.

We will not accept broken or damaged chains.

 

 

Maintenance and Repairs

·         Is there a guarantee on the jewellery?

All jewellery manufactured at JoyBerry Jewels carries a 3 month guarantee on workmanship and stone setting provided that the jewellery shows no signs of damage or forced deformation. Should there be a fault with the jewellery, please contact us at info@joyberryjewels.co.za so that we can assist you.

If the piece shows signs of damage not due to a manufacturing fault, you will be charged for repairs.

·         What happens if an item gets broken or damaged?

If the piece becomes broken or damaged within 3 months, email info@joyberryjewels.co.za so that we can assess the piece.

Should the damage be because of a fault, JoyBerry Jewels will repair or replace the item at no cost to you.

If the damage is not from a fault, you will be liable for costs incurred to repair the item.

·         What happens if a chain on an item breaks?

Chains are delicate by nature and should be handled with care. Should a chain break, you will be liable for costs incurred to repair or replace the chain.

·         What happens if any stones fall out?

If any stones fall out within the 3 month guarantee period, we will replace and reset them for you at no extra cost.

If they fall out outside of the 3 month guarantee period, you will be liable for costs incurred to replace and reset them.

·         Will my gold plating fade?

Gold plating is a surface treatment and as such will most likely over time fade due to wear and tear. JoyBerry Jewels offers services to replate and restore your items to brand new. If you would like to have something plated, contact us at info@joyberryjewels.co.za so that we can assist you.

·         Will my jewellery become tarnished?

All jewellery over time will become tarnished from wearing. JoyBerry Jewels offers services to polish and restore your items. Contact us at info@joyberryjewels.co.za so that we can assist you.

·         What if I ordered a ring in the wrong size?

Resizing a ring that was ordered in the wrong size may carry a charge, depending on the design and materials used. If you ordered the wrong size, please email us at info@joyberryjewels.co.za so that we can assess the ring and help you get it to the right size.

Please note, any shipping fees incurred in the process of resizing a ring are not the responsibility of JoyBerry Jewels.

OUR COMMITMENT

JoyBerry Jewels is passionate about making jewellery that celebrates the special moments in life. We’re dedicated to creating pieces that will stand the test of time and bring you joy for many years to come. We are committed to providing excellent quality through exquisite artistry paired with premium materials.