Customer satisfaction Guarantee
Your satisfaction is of utmost importance to us. To ensure you’re entirely content with your order, we provide a three-day window from the date of delivery for any concerns or dissatisfaction. We advise that all goods are inspected when goods are received. Please notify us of any defects or breakages within this three-day period. This can be done by emailing us at baywest@copyexpress.co.za. Please read through our return policy before contacting us. This helps you to be informed of our Standard Operating Procedures regarding returns.
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We will request photos of the damaged goods.
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Please keep all packaging for future returns.
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Any item that is returned in a poor or unmaintained condition will unfortunately not be refunded.
returns
& refunds policy
General Returns/Exchange:
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Please email us at baywest@copyexpress.co.za within three days of receiving your goods if you identify any defect or damage to the goods received.
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Please include any relevant photos with your email.
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Please include a reason for your request to return/replace the item.
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Items need to be in their original condition.
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The original packaging needs to accompany the item. (This does not need to be intact.)
Not Eligible for Return
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Important: Please verify artwork carefully before confirming. We cannot accept returns due to design errors after production starts.
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Personalized/engraved items are non-refundable due to their custom nature. Each design is unique and may vary slightly between items.
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If your item arrives damaged due to shipping, you're eligible for a replacement. To qualify, please provide visual proof of the damage. A replacement will be issued, but please note that you'll be responsible for the costs of courier collection and re-delivery.
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Defective lobster claws will be replaced within 30 days of delivery.
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Due to hygiene concerns, earrings are non-returnable and non-refundable. Thank you for your understanding, and please don't hesitate to reach out if you have any questions.
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Special Offers: We're excited to share our discounted and promotional items with you! As these deals are only available for a limited time, all sales are final and cannot be returned or exchanged.
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Natural Variations: Our gold and rose gold items may exhibit slight tone variations due to natural factors. Please be aware that these variations are normal and do not qualify for returns.
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Delivery Timescales:
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Please note that our standard processing time for engraved items is 3-5 working days from confirmation of receipt.
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Courier delivery times vary depending on location. We'll keep you updated with any information provided by our courier partners.
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Please be aware that we cannot guarantee specific timelines for delivery, exchanges, or returns. We'll work to resolve any issues promptly, but we cannot be held responsible for courier delays.
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Due to these variables, we do not accept returns based on delivery times.
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If you've received an item that doesn't match your order, please don't hesitate to reach out to us within 3 days of delivery. We'll do our best to investigate and resolve the issue promptly. If we confirm the mistake, we'll arrange for a courier to collect the incorrect item from the original delivery address. Please note that it's essential to report the error within 3 days, as we won't be able to assist with a replacement or resolution after this time frame.
Ordering Errors
Getting it Just Right:
We want to ensure your new treasure fits perfectly! When ordering, please double-check your size selection. We carefully craft each piece according to your online request, so it's essential to confirm your size before submitting your order.
To help you find your ideal fit, we recommend:
- Visiting your local jeweler for personalized sizing advice
- Using our helpful ring measurement and wrist measurement guides, by clicking here.
Please keep in mind that these resources are for guidance only, and we encourage you to use your own discretion when selecting your size.
If you discover an error with your order's personalization or sizing after receiving it, don't worry! We're here to help. Simply contact us, and we'll provide a quote for a remake or resize to get it just right. You'll need to return the incorrect item to us, and you'll be responsible for the associated courier fees.
returning approved items
Once we've confirmed that you are eligible for return or exchange of your item, we'll arrange for our trusted courier to collect the item from you, so you don't have to worry about a thing.
Please note that for your convenience and security, our courier will only collect and re-deliver the item to the original delivery address. This ensures that your item is safely returned to us and that you receive your replacement or refund without any hassle.
We're committed to making your return experience as smooth and hassle-free as possible.
Refunds
We're happy to offer you a refund or exchange for your returned item!
If you choose to receive a refund via EFT, please note that:
- We'll process the refund within 3 working days of receiving your banking details.
- Please allow additional time for the refund to reflect in your account, as bank transfer times may vary (typically 2-5 working days in South Africa).
- The total refund time-frame will be around 5-8 working days from when we receive your banking details.
Alternatively, you can choose to exchange your item for another one of the same value.
Please note that the original courier delivery fee is non-refundable.
exchanges
You can exchange your item for:
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A different item of the same value
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A remake or resize of the original item (please note that additional fees may apply)
Please note that the following items are not eligible for exchange:
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Personalized or engraved items (unless damaged during delivery or defective)
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Earrings (due to hygiene concerns)
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Noserings (due to hygiene concerns)
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Discounted or promotional items
Additionally, please keep in mind that courier delivery fees are non-refundable.
By initiating an exchange, you acknowledge that you've read and understood our Refunds & Returns Policy.
shippinG policy
Shipping
At Merati Jewellery, we're passionate about delivering your custom-engraved jewellery safely and efficiently. We've partnered with Aramex, a trusted shipping provider, to ensure your precious packages arrive at your doorstep.
Order Process:
When you place an order with us, here's what happens next:
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We receive your order and carefully curate a design in our design software to match your dream idea.
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We send the design back to you for approval or revisions. This can typically take 2-3 days to get just right.
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Once you've approved the design, we begin crafting your custom-engraved jewellery. This part of the process is fairly quick and is done almost immediately after approval is received.
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Once your order is ready, we'll ship it to you via Aramex. For local (South African) orders, click here to find out more about Aramex's Store to Door delivery service. To find out more about international orders, click here.
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When we send your Merati Jewellery on it's journey to you, we will send you a waybill number from Aramex which
local
We're excited to offer a store-to-door delivery option for our local customers!
- Delivery Timeframe (Standard & Approved Custom Designs): 24–72 hours, Monday to Friday. However, delivery times may vary depending on the destination and the time of day the parcel is dropped off.
Remote and outlying areas: Delivery may take longer than 72 hours.
Coastal branches: Shipments to and from some coastal branches may take longer to deliver. Delivery transit times may exceed 72 hours at times. Additional delivery fees may apply for remote outlying areas*.
- Shipping Fee: R85 for orders under R450
- Free Shipping: On orders over R450
Please note that delivery timeframes may be extended due to unforeseen circumstances, such as:
- Inclement weather
- High volumes of deliveries
- Remote or hard-to-reach areas
International
We're working on expanding our shipping options to include international delivery. We'll update this policy as soon as we have more information available.
Tracking Your Order:
Once your order has been shipped, you'll receive an email with a Waybill number. Simply click on the link to Aramex's website and type in your waybill number to track the progress of your delivery. This waybill number will be generated from the Aramex tracking system in the form of a Waybill and will be linked to your Merati invoice for easy access.
Delivery Signature:
Please note that a signature is required upon delivery. If you're not available to sign for your package, please arrange for someone to sign on your behalf.
Lost or Damaged Packages:
While we take every care to ensure your package arrives safely, sometimes errors can occur. If your package is lost or damaged, please contact us within 3 days so we can assist you.
For damaged goods, please refer to the above Returns & Refunds Policy for more information.
By placing an order with us, you acknowledge that you've read and understood our Shipping Policy. We'll keep you updated on any changes to our Shipping Policy.
Thank you for choosing Merati Jewellery! We're committed to delivering exceptional service and Merati Creation to your doorstep.
