Refund policy

We hope you love your Faith & Finery Co. jewellery. If something isn’t quite right, we’re here to help you understand your options and find a fair resolution.

To notify us of a return or cancellation, please email info@faithandfinery.co with your order number or other proof of purchase and details of your request. If an item is damaged or incorrect, photographs are helpful where possible.

If something isn’t quite right

Please get in touch if your jewellery arrives damaged, an incorrect item has been supplied, or you have a concern about its quality.

Where the Consumer Protection Act applies, qualifying goods that fail to meet its quality requirements within six months after delivery may be returned at our risk and expense. You may choose the applicable remedy of a repair, replacement, or refund, subject to the law.

We may reasonably inspect the item to understand the issue and its cause. We’ll explain our assessment and the available next steps.

Returning your jewellery

We’ll provide the appropriate return address and instructions to help your parcel reach us safely.

Please package your jewellery securely and include its original accessories. Original packaging is helpful where available, but its absence does not automatically remove your statutory rights.

For qualifying defective or incorrectly supplied goods, we will cover return shipping where required by law.

Your refund

Eligible refunds will normally be returned to the original payment method. Where necessary, an alternative method may be arranged with your agreement.

We aim to process refunds within 5–7 business days after receiving and assessing the return. Applicable legal deadlines take precedence, including the requirement to refund qualifying online cooling-off cancellations within 30 days of cancellation.

Your bank or payment provider may need additional time to display the refund. Original delivery charges will be refunded whenever legally required.

Change-of-mind returns

We offer change-of-mind cancellations in line with South African consumer law.

For qualifying online purchases, you may cancel within seven days after receiving your jewellery, without giving a reason or paying a penalty. We will refund the cancelled purchase as required by law, including applicable original delivery charges. You may be responsible for the direct cost of returning the goods.

Our change-of-mind cancellation window follows the applicable statutory cooling-off period. Beyond that period, returns and remedies remain available on legally recognised grounds, including qualifying defects, incorrect items, or goods that do not match their description.

A little care for your jewellery

Thoughtful care helps preserve your jewellery’s appearance and delicate details:

Apply perfume, lotions, and cosmetics before putting on your jewellery, allowing them to dry first.
Avoid spraying fragrance directly onto your jewellery.
Follow any product-specific guidance about water, swimming, exercise, and chemical exposure.
Clean gently with a soft cloth and store your jewellery securely.
Handle chains, clasps, settings, and adjustable pieces gently, keeping adjustments within the item’s intended range.

When assessing a reported fault, we consider how the damage occurred. Damage actually caused by excessive force, rough or negligent handling, accidents, inappropriate chemical exposure, unsuitable cleaning, or repairs and alterations that cause the problem is not covered as a product defect.

This includes breakage caused by excessive pulling or bending, and finish damage caused by excessive perfume or chemical exposure contrary to reasonable care instructions.

These exclusions apply only to the damage caused by those actions. They do not remove rights relating to an unrelated genuine defect.

We assess each issue fairly against the product’s materials, description, care instructions, normal use, and reasonable expected durability. Premature deterioration may still qualify for a statutory remedy. We will explain any decision to decline a claim.

Personalised pieces

If a piece is personalised or made specifically to your specifications, any applicable difference in change-of-mind cancellation rights will be explained before you order.

Your rights relating to defective, incorrect, or misdescribed goods remain protected.