FAQ's

ORDERS AND DELIVERY:

Do you have a lead time for jewellery orders?

Yes we do. As our core values are reflective of quality, attention to detail as well as adopting a zero waste policy, our jewellery pieces are lovingly made to order, just for you.

This does take a little bit more time so please allow for up to 15 - 20 working days for manufacturing and delivery time, especially on solid 9ct pieces, items with stones in them or those with any customisation or engraving required. Please be sure to note the estimated lead times on each product page so that you can plan accordingly for any gifts or special occasions as needed.

How long will it take to receive my order?

All online orders are processed from Mondays to Fridays. This excludes weekends as well as public holidays. Lead times are listed on the product page of each individual item, which is usually between 15 - 20 working days. The production of your piece will begin on the first business day after purchase.

SHIPPING:

Do you ship to anywhere in South Africa?

Yes, we do! We deliver nationwide using The Courier Guy courier services via the Bob Go Portal.

We have a flat shipping fee of R100 per parcel. Please note, that if you live in a remote or outlying area increased costs may occur and will reflect on checkout.

How do I track the progress of my parcel?

A tracking number will be sent to you via email once your order is complete, packaged and has been collected by the courier. This will allow you to track the progress of your parcel as it makes its way to you.

Please note that as a result of the made to order nature of our business as well as the lead times of some of the pieces, you will not receive your tracking details immediately as your piece is most likely still being manufactured. Please kindly wait until the allocated 15 - 20 working days before following up with us on delivery if you have not yet received a tracking email from the courier.

If you are unable to locate this dispatch email, please reach out to us on info@sadieandjean.com with your order number and we will be able to assist you further.

Why does my order say fulfilled on the website but I have not as yet received a tracking email that it has been dispatched?

Don’t panic! This means that your payment has been fulfilled on our website through our payment portal but it does not mean that your parcel has been shipped or delivered to you. As mentioned above, you will receive an email with your tracking details once your order has been collected and shipped off to you.

Is the courier safe? Can I get insurance on my parcel?

We have not had any issues thus far and find these services to be very efficient. We can however organise extra insurance on your order if this would make you feel more secure.

Simply send us an email on info@sadieandjean.com with your request and we will send through a quote for your approval.

Do you ship internationally?

Yes we do, right to your door!

What courier services do you use for orders being shipped outside of South Africa?

We deliver internationally using DHL Express and Fedex Services. Delivery will occur within 3 - 7 business days from the date of collection, depending on your location. This does, however, exclude the 15 - 20 working day lead time for the manufacturing of your item from the date of purchase.

The cost for postage, which is payable at checkout, is R650.

What countries do you ship to?

Australia, Angola, Austria, Belgium, Botswana, Canada, China, Croatia, Cyprus, Denmark, Egypt, Fiji, Finland, France, Germany, Ghana, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Kenya, Latvia, Malawi, Malaysia, Malta, Mauritius, Mexico, Morocco, Mozambique, Namibia, Netherlands, New Zealand, Nigeria, Norway, Philippines, Poland, Portugal, Qatar, Rwanda, Senegal, Singapore, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Turkey, United Arab Emirates, Uganda, United Kingdom, United States, Zambia, Zimbabwe.

If you don’t see your country included in the list above and would like to shop with us, please send us an email at info@sadieandjean.com tell us where you are based and we will see what we can do for you.

Will I need to pay customs duties and taxes?

All international orders may be subject to customs or import duties as well as tax charges upon the arrival of your parcel in any country outside of South Africa. Please note that this cost will be the customers responsibility, which means that you will be liable for any or all import charges that may be added.

These charges do vary between countries, so we recommend contacting your local customs office for more details should you have any further questions or queries.

Please note that duties and taxes are not determined by Sadie + Jean, but rather by each countries governing border force.

PAYMENT:

What payment methods are accepted?

We use Payfast as our online payment portal for all pay now options as well as offering Payflex, a pay later payment option, that allows shoppers to pay over 6 weeks, interest-free.

We also offer an EFT option, especially for custom orders, so please get in touch with us on info@sadieandjean.com and we will issue you with an invoice for payment along with our banking details.

Do you offer payment plans?

Yes, we do. We wanted to make our pieces accessible to all and therefore have introduced Payflex and Float as alternative online payment methods for our customers.

How do I use Payflex?

When making your purchase online, simply select Payflex as the payment option at checkout. This will allow you to receive your pieces now while paying 4 equal instalments over a period of 6 weeks, interest free.

How to shop with Payflex:

Browse our store, select your items and proceed to checkout
Select Payflex as your payment method
Apply for your Payflex account in minutes
Complete Purchase

How do I use Float?

When making your purchase online, simply select Float as the payment option at checkout. This will allow you to receive your pieces now and use the available limit on your credit card to pay interest-free, fee-free monthly instalments. This option works with any Visa or Mastercard credit card.

How to shop with Float:

Browse our store, select your items and proceed to checkout
Select Float as your payment method
Choose your desired number of instalments
Enter your credit card details
Complete Purchase

PRODUCTION:

Where is your jewellery made?

We are extremely passionate about supporting local so it is very important to us that all of our jewellery is designed and manufactured in South Africa. All of our materials and gemstones are ethically and sustainably sourced.

What metals are your jewellery pieces available in?

Our jewellery is available in Sterling Silver as well as solid 9ct Yellow, Rose and White Gold options. Simply click on the ‘metal’ drop down on the product page and select your desired metal to see the difference in pricing.

Do you use diamonds and precious stones that are genuine and ethically sourced?

Yes, we do. All of our diamonds, precious stones, and pearls are sourced by our Gemologist from their trusted and established dealers. For diamonds, we work with accredited suppliers that use the Kimberley Process.

SIZING AND BESPOKE QUERIES:

How do I know my ring size?

Should you need guidance on sizing, visit our Size Guide for some helpful tips here. If you have any doubts about your ring size, we do strongly recommend visiting a local jeweller and getting your finger sized in person to be sure as resizing can be a tricky process with possible extra costs incurred.

It is advised to have the correct ring size when ordering solid 9ct gold rings or pieces with stones in them as we cannot be held responsible for incorrect sizing in this case.

Can I give you my exact ring size?

Yes, if you know your ring size (or it happens to be bigger than the sizes listed on the product page), please leave us a note at checkout and we will place your order in this exact size for you. British Sizing is used as a guide and is listed alphabetically.

Please note that if your ring size is larger than a size T there will be an additional fee incurred for the extra metal used. Please email us on info@sadieandjean.com to request a quote.

What happens if I need to get my ring resized?

Should you need to resize your ring after receiving it, we are happy to help. Please note that there will be a small fee incurred for courier collection there and back as well as the labour costs. All Sterling Silver rings will be charged at a R200 resizing fee and all 9ct Gold rings at a fee of R450.

Can I request a custom chain length?

Most of our necklaces and bracelets are be made in the below standard lengths;

Bracelets: Available in 19cm

Necklaces and Pendants: Available from 40cm, 45cm, 50cm and 55cm (some with adjustment links)

Should you wish to have your necklace or bracelet made at a different length to those listed above, please email us on info@sadieandjean.com with your custom request and we will see what we can do for you.

Do you offer engraving?

We want you to make each piece your own so most of our pieces are engraveable for added sentimentality. You will see an ‘engraving’ box just above checkout on the items that are eligible for engraving should you choose to do so. You may add up to 10 characters and our engravers will choose the most suitable place for your inscription based on the piece being purchased.

Engraving is charged at an extra fee of R250 at checkout.

Should you wish to choose your own font or placement for the engraving, please email us on info@sadieandjean.com with your request.

Do you do custom jewellery orders?

We are able to customise our existing jewellery designs with different stones, chains or engraving but do not offer custom engagement rings or once off designs.

GIFT CARDS:

Do you offer Gift Cards?

Yes, we offer digital gift cards here: https://www.sadieandjean.com/products/gift-card. Simply select the amount that you would like to gift your loved one, go to checkout and your Gift Card will be mailed straight to you.

How do I redeem my Gift Card?

Simply enter the code provided on your Gift Card at checkout and the value will be automatically deducted from your order.

Do Gift Cards expire?

Yes, they will expire after 18 months of receipt of the gift card.

Can I add more than one discount codes simultaneously at checkout?

No, unfortunately only one discount code may be used for each purchase.

RETURNS AND EXCHANGES:

What happens if I would like to return the item purchased?

As much as we would love for you to always be happy with your Sadie + Jean piece, we do understand that sometimes things can go wrong or that the item might not be exactly what you had in mind.

If you would like to return or exchange an item after it has been received, please send us an email to info@sadieandjean.com, along with your proof of purchase and order number, and we will assist you further. Please note that this would equate to the purchase price of the product(s) and does not include delivery costs.

How long do I have to log a return?

You will have 14 days to log a return after you have received your item(s).

What qualifies for a refund or exchange?

If the item is damaged or has a manufacturing fault, this will qualify for a refund which will be granted after your piece has been received and assessed by our team that this is indeed the case.

If the items are unworn and still in perfect condition and you would like to return your purchase, you will be able to exchange this for store credit to the value of your order.

All of the above needs to be done within the 14 day period.

How should I return my order?

Products being exchanged must not be worn or used, must be undamaged and still in the original packaging. Unfortunately, we do not accept any returns after the two week grace period outlined.

Please return your piece(s) in their original packaging or something equally as secure and protective so as to avoid damage occurring in transit.

Which items do not qualify for a return?

All products are exchangeable, with the exception of:

Sale or discounted items
Broken chains (due to the highly delicate nature of chains, we cannot take responsibility for their breakage). Please ensure that all chains are worn with the utmost care and that they are taken care of appropriately to avoid knotting or tangling. The replacement fee for chains is from R150 for sterling silver and from R1200+ for solid 9ct yellow, rose or white gold depending on the length and chain in question
Earrings (due to hygiene purposes)
Rings (due to custom sizing)
Customised jewellery pieces i.e. those with custom stones, engraving, lettering etc

Am I liable for the cost of shipping of a return or exchange?

Yes, you will be. Please note that you will need to organise the return of your piece using a trackable, reputable courier service of your choice. Alternatively, we can organise the collection for you and will send you an invoice for the cost of this.

We don't do collections on a Friday as we don't like pieces to sit in the warehouse over the weekend.

Do you accept international returns?

International returns are accepted, but unfortunately, we are not able to cover return shipping costs. Please let us know why you would like to return your piece(s) within 14 days of receiving your order by emailing us at info@sadieandjean.com along with your order number and we will be able to provide you with detailed instructions on how to go about the return.

Please keep in mind that Sadie + Jean is not able to return the Duties and Taxes owed to you which might have been incurred upon delivery. Please contact your local customs office for the next steps on how to recover this fee.

How will my refund be credited if I placed an international order in my local currency?

You will be credited in your local currency with the payment method that was used for your order.

When will I receive my refund?

We aim to refund returned items within 14 business days after they have been received and passed inspection by our returns team. If, after this time, you still haven’t received your refund, please contact us at info@sadieandjean.com and we will take be able to assist you.

Kindly note that credit card refunds can take up to 10 business days to reflect into one's account and lies with our payment provider, Payfast.

A refund or return is not applicable after the 14 day period outlined. We can however offer store credit for the item ordered, however the shipping will still remain at the cost of the customer.

REPAIRS:

How long do I have to log a repair on a piece?

Should a sterling silver piece break due to a manufacturing fault within 3 months and a solid 9ct gold piece within 6 months of purchase we will happily repair or exchange your item free of charge.

After the 3 month/6 month period outlined, the cost of repair will be dependent on the type of repairs needed.

Should a piece need to be repaired due to negligence, the customer will be responsible for any cost of repair as well as shipping costs regardless of the outlined time frame above.

*Please note, manufacturing faults do not include; wear and tear, obvious damage, broken chains, cracked or broken stones or pearls, the bending of rings and earrings.

How do I log an item for repair?

Please get in touch with us on info@sadieanjean.com and include the repairs needed, your original order number as well as the email address used for the order. It would also be much appreciated if you could send an image of the damage along with your order number in your initial mail.

If you are not covered for the time period in the warranty above, an estimated cost for repair will be provided and confirmed upon physical assessment.

How should I package the return for transit?

Please return your piece(s) in their original packaging or something equally as secure and protective so as to avoid further damage occurring in transit. We are more than happy to book the courier for collection on our side and send you the waybill to print.

What does not qualify for international repairs?

Please note that unfortunately we do not offer resizing on any ring purchases made and are unable to replace any broken chains.

What should I do if my solid gold or sterling silver jewellery has tarnished?

This is normal and tarnishing can occur with solid gold jewellery as well as silver jewellery. This could be a result of the different acidity levels of an individual's skin, how the product is worn, the use or contact of moisturiser, creams or chemicals, as well as how the piece is stored.

These items can easily be cleaned with cleaning solution and an suitable polishing cloth.

STOCKISTS:

Do you have any stockists?

Sadie + Jean is currently solely online based. We do not have a physical store or any stockists that carry our pieces at present. We are the sole distributors of all of our jewellery designs.

We understand that people want to see and try on pieces before purchasing so we have implemented a live ‘Chat With Us’ function on our website. If you have any queries or questions about a particular piece, please get in touch with us there and we will be able to assist you further in real time.

Please also see our returns and exchange policy here: https://www.sadieandjean.com/pages/delivery-returns