Free shipping for all local orders over R1500!

FAQ'S

Online Orders

Lead Time

All our items are made to order and has a lead time of 14 business days excluding shipping. If you need an item urgently for a special occasion we do offer a Rush Service in certain cases where we are able to at an additional cost to you. 

The rush service is not refundable or transferrable.

Can I make a change to my order?

To edit and /or make any changes to your online purchase we need to be notified within 24 hours of the order being placed. 

Gift Vouchers

We offer gift voucher for use either online or in-store. Gift vouchers are available on our online store.

Gift vouchers are not transferable or refundable.

Returns & Exchanges

Exchanges

We exchange pieces under the condition that the items are unworn and undamaged and are brought back within two weeks of the purchase date along with proof of purchase. Exchanges excludes personalised items, custom items and earrings.

If you are not in Cape Town, the exchange courier will be for your own account.

Returns

Unfortunately we do not take returns on any products. We can however exchange pieces under the condition that the items are unworn and undamaged and are brought back within two weeks of the purchase date along with proof of purchase.

If you are unhappy for some reason with the quality of the product upon receipt please contact us immediately. In the event that an online credit is issued or a refund is offered it will be to the value of the purchase price of the item.

Please note the purchase price excludes shipping costs.

Please note that we do not accept exchanges or returns on any customised, engraved or stamped items.

T & C 's

Repairs

We cannot take responsibility for jewellery that has been damaged due to neglect (eg. misshapen earrings or rings, broken chains). We will however gladly repair/replace items that have broken due to a manufacturing fault (eg. broken solder seams, weak chains). With regards to items getting damaged while being shipped, we take extreme care when packaging our online orders so this should not happen, if it is damaged when you receive it please let us know. If you are not based in Cape Town and need an item repaired you will be held liable for all courier costs.
*Cost of replacement of a chain varies from R80 to R250*

Engraving

We offer engraving as an additional service at an additional cost, this cost varies depending on what you would like engraved. Please mail us if you would like your piece to be engraved.

Please take care when entering your engraving information. We use the exact data provided by you on your order when engraving, and cannot take responsibillity for incorrect data. 

Re-sizing

If you have purchased one of our once off bespoke rings and it is the incorrect size we can resize it for you at a flat rate of R350.Please pop in to store to get your ring sized free of charge or refer to our ring size guide.

Jewellery Care

Sterling Silver & Gold

All of our jewellery is hand manufactured using high quality Sterling Silver, Gold and Brass. All plated jewellery has a base of sterling silver.

We cannot take responsibility for jewellery that has been damaged due to neglect (eg. misshapen earrings or rings, broken chains). We will however gladly repair/replace items that have broken due to a manufacturing fault (eg. broken solder seams, weak chains). With regards to items getting damaged while being shipped, we take extreme care when packaging our online orders so this should not happen, if it is damaged when you receive it please let us know. If you are not based in Cape Town and need an item repaired you will be held liable for all courier costs.

*Cost of replacement of a chain varies from R80 to R250*

Gold Plated Jewellery

Gold plating is a process by which a thin layer of gold is coated onto the surface of jewellery. Extra care should be taken to prolong the lifespan of your plated jewellery. In order to do this avoid bringing your plated jewellery into contact with perfumes, oils, lotions and chemicals, rather only wear your jewellery once you are done working with those substances. You should also remove your plated jewellery when you are exercising, swimming or in the shower or bath. We do however re plate our pieces at a minimal cost of R50.00 if the plating does come off.

Sizing

It is always best to send your exact size, but as a general rule the sizes are as follows:
x-small: H to I and a half
small: J to L and a half
medium: M to O and a half
large: P to Q and a half

Delivery Methods

Shipping

We offer shipping for your convenience through a third party at a flat rate of R85. If your purchase is above R1500, shipping is on us.Delivery times vary depending on your location. Regional or remote areas take longer as these areas are only serviced twice weekly.

Collection

You can select to collect your order from our flagship store in Cape Town at no charge. We will send an email to confirm when your order is ready to collect. Please be sure to bring you order number with to verify collection.

Shipping confirmation

Once your order is completed you will receive an email with your tracking information to follow your parcels journey and the contact information of the courier company for ease of reference.

Liabillity

Please note that we contract a third party courier on your behalf, we are a small business and as such, we don't own our own logistics. Once the parcel has left our premises we won't be held liable for any loss or damages due to the third party company.

Insurance Service

Our courier partners offer liability cover upon request. Please contact us to get a quote on your behalf. Liability coverage will be for the consignees account.

International Shipping

International orders usually take 3 to 5 working days to reach you once they have left our workshop. The price of this service varies depending on destination. 

Delivery Addresses

Please ensure that you enter the correct delivery information and contact numbers when checking out. Incorrect addresses or contact numbers causes delays in delivery or can be returned to sender.

Receiving your parcel

Please ensure that you or someone appointed by you is available to receive your parcel at your address. The courier will attempt to deliver three times, after the third failed delivery attempt the parcel will be returned to us. A new courier charge will apply.

Once the courier has handed over the parcel to you or the appointed person Famke will not be held liable for damage or loss.