Last updated: 3 September 2026
Business: EMBER JEWELRY
Registration number: 2025/896845/07
Registered address: 1 Georgina Street, Eastleigh, Edenvale, Gauteng, 1609, South Africa
Contact: info@emberjewelry.co.za
This policy explains the shipping, delivery, return, exchange and refund terms for orders placed through emberjewelry.co.za. The South African terms below are the terms applicable to orders delivered within South Africa.
Nothing in this policy limits any rights you have under the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, or other mandatory South African consumer law.
1. South African shipping times
For in-stock orders delivered within South Africa, our normal order handling time is 1 to 3 business days after payment is confirmed. Estimated courier transit time after dispatch is normally 2 to 5 business days.
Business days exclude weekends and South African public holidays. Remote-area deliveries and courier disruptions may take longer. Where a product is marked as made-to-order, personalised, pre-order or back-order, any longer preparation period will be shown on the product page or communicated to you before dispatch.
2. Shipping costs
The shipping charge applicable to your order is shown at checkout before you pay. Shipping rates may depend on the delivery address, order value, parcel size, parcel weight, courier service and any active free-shipping or promotional offer.
We will not add an undisclosed shipping charge after checkout unless you request a change to the order or delivery method and agree to the additional cost.
3. Tracking and delivery
Where courier tracking is available, tracking information will be sent by email, SMS, customer-account update or another reasonable method after dispatch.
You are responsible for providing a complete and accurate delivery address and contact details. If you notice an error, contact us as soon as possible at info@emberjewelry.co.za. We cannot guarantee that an address can be changed after an order has been handed to the courier.
Goods remain at our risk until they are delivered and accepted by you or by a person authorised to receive them on your behalf, to the extent required by applicable law.
4. Delays, unavailable goods and the 30-day delivery rule
Delivery estimates are not guarantees. Delays can occur because of courier disruptions, weather, public holidays, strikes, incorrect delivery details, remote-area delivery or circumstances outside our reasonable control.
Unless a different delivery period has been agreed with you, electronic-commerce orders will be executed within the period required by South African law. If we cannot supply an ordered item, we will notify you and refund any amount that must be refunded under applicable law.
5. Change-of-mind returns
For qualifying online purchases delivered in South Africa, you may request a change-of-mind return within 7 calendar days after receiving the goods.
To qualify for a change-of-mind return, the item must be unused, unworn, undamaged and returned with its original packaging, tags, cards, accessories and protective materials where applicable.
There is no restocking fee for an accepted change-of-mind return.
6. How to start a return
To start a return, exchange or refund request, email info@emberjewelry.co.za within the applicable return period and include:
- Your order number
- Your name and contact details
- The product you want to return
- The reason for the request, if applicable
- Clear photos if the item is damaged, defective, incorrect or incomplete
Returns are made by courier or mail. Please contact us before sending an item back. We will provide the return instructions and the return delivery address for the specific return.
7. Return shipping costs
For an eligible change-of-mind return, the customer is responsible for arranging and paying the direct cost of returning the goods, where permitted by law.
If an item is defective, unsafe, damaged when supplied, incorrectly supplied or otherwise qualifies for a return at our expense under South African consumer law, Ember Jewelry will bear the reasonable return cost as required by law.
8. Items excluded from voluntary change-of-mind returns
A voluntary change-of-mind return may be refused, where the law allows, if the item:
- Has been worn, used, damaged, altered or is missing original packaging or accessories.
- Is custom-made, engraved, personalised or specially produced to your specifications.
- Is hygiene-sensitive jewellery, including earrings or body jewellery, where protective or sealed packaging has been opened, if return may lawfully be refused for hygiene reasons.
These exclusions do not remove any statutory right you may have where an item is defective, unsafe, damaged, incorrectly supplied or otherwise does not comply with South African consumer law.
9. Defective, unsafe or poor-quality goods
If goods fail to meet the quality standards required by the Consumer Protection Act, you may return qualifying goods within 6 months after delivery, without penalty and at the supplier’s risk and expense, and may be entitled to a repair, replacement or refund in accordance with the Act.
This protection does not apply to damage caused after delivery by misuse, accidental damage, ordinary wear and tear, failure to follow care instructions, unauthorised alteration or repair, or other causes for which Ember Jewelry is not responsible.
10. Damaged, incorrect or incomplete orders
If your order arrives damaged, incorrect or incomplete, contact us as soon as reasonably possible at info@emberjewelry.co.za. Include your order number and clear photos of the item and packaging where relevant.
Depending on the circumstances and your legal rights, we will arrange an appropriate replacement, missing-item dispatch, repair, return or refund.
11. Exchanges
Eligible exchanges are subject to stock availability. For a change-of-mind exchange, you are responsible for return shipping and any price difference. Where the exchange is required because of a defect, damage or our error, your statutory rights apply.
12. Refund method and timing
Approved refunds are normally returned to the original payment method unless we agree otherwise or the payment provider requires another method.
Once a return has been received and approved, or once a refund has otherwise been approved where no physical return is required, Ember Jewelry will initiate the refund within 5 business days.
For a statutory electronic-commerce cooling-off cancellation, the refund will in all cases be processed within the period required by South African law. Your bank or payment provider may take additional time after we initiate the refund before the funds appear in your account.
13. Order cancellations before dispatch
If you need to cancel an order before dispatch, contact us immediately at info@emberjewelry.co.za. If the order has not yet entered a stage where cancellation is no longer reasonably possible, we will cancel it and process the applicable refund.
14. International orders
Ember Jewelry may offer international shipping to selected destinations even though our current Google Merchant Center advertising is directed to South Africa. International shipping availability, charges and estimates are shown at checkout where available.
International customers may be responsible for import duties, customs VAT, brokerage fees, local taxes or clearance charges imposed by the destination country unless checkout clearly states that those charges are included.
International customers should contact us before returning an item so that we can provide the correct return instructions.
15. Contact
For shipping, delivery, return, exchange or refund questions, contact:
EMBER JEWELRY
Registration number: 2025/896845/07
1 Georgina Street, Eastleigh, Edenvale, Gauteng, 1609, South Africa
Email: info@emberjewelry.co.za
