Delivery Policy

Standard Delivery (South Africa):
Orders are delivered within 3–5 business days after dispatch.

We use trusted local couriers and will provide a tracking number once your order has been dispatched. Delivery is free for orders over [1500 Rand] . A standard flat rate applies for smaller orders.

International Delivery:
For international orders, please contact us directly at help [at] colettevatelier.co.za for shipping options and rates.

Overview

Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, unfortunately, we can’t offer you a full refund or exchange.

To be eligible for a return, your jewellery item must be unused, unworn, and in the same condition that you received it. It must also be in its original packaging, with all tags and certificates of authenticity intact, if applicable.

Several types of jewellery items are exempt from being returned or exchanged. These include:

• Custom or personalized jewellery (e.g., engraved pieces, custom designs)
• Items with signs of wear, including but not limited to scratches, tarnishing, or missing stones
• Gift cards
• Items purchased on sale or during a promotion (unless defective)

To complete your return, we require a receipt or proof of purchase. Please ensure the jewelry is returned in its original condition with no alterations, as this will affect your eligibility for a refund.

Please do not send your purchase back to the manufacturer. Returns should be sent to our store address, which will be provided upon request.

There are certain situations where only partial refunds are granted:

• Any jewellery not in its original condition, is damaged, or missing parts for reasons not due to our error.
• Any jewellery that is returned more than 7 days after delivery.

Refunds

Once your returned jewellery item is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you whether your refund has been approved or rejected.

If your return is approved, we will process your refund and a credit will be applied to your original method of payment. Please note that it may take several days for the credit to reflect on your account, depending on your bank or payment method.

Late or Missing Refunds

If you haven’t received a refund yet, please first check your bank or credit card statement again.

Then, contact your credit card company or bank as it may take some time for your refund to be officially posted.

If you’ve done all of this and still haven’t received your refund, please contact us at help[at]colettevatelier.co.za for assistance.

Sale Items

Only regular-priced items may be refunded. Sale items or items purchased during a promotional period are not eligible for a refund unless they are defective.

Exchanges

We only replace jewellery items if they are defective, damaged, or faulty at the time of purchase. Please contact us at help[at]colettevatelier.co.za if your item is defective and needs to be exchanged.

Gifts

If the item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.

If the item wasn’t marked as a gift, or the gift giver had the order shipped to themselves to give to you later, we will issue the refund to the gift giver, and they will be informed about the return.

Shipping Returns

To return your jewellery product, please mail it to the address provided upon request. We recommend using a trackable shipping service or purchasing shipping insurance as we cannot guarantee receipt of your returned item.

You will be responsible for paying your own return shipping costs. Shipping costs are non-refundable. If your refund is approved, the cost of return shipping will be deducted from your refund amount.

Depending on your location, the time it may take for your exchanged product to reach you will vary.

If you’re returning higher-value items, we strongly recommend using a trackable shipping service or purchasing shipping insurance to ensure the safe delivery of the item back to us.

Need Help?

If you have any questions or need assistance with returns or refunds, please contact us at help[at]colettevatelier.co.za.