Refund policy

Returns, refunds and exchanges

We don't offer a standard return or refund policy on any jewellery. However, if you'd like to exchange an item, you can send us an email at hello@collectiveandco.co.za and we are open to discussing it.

If your item is deemed eligible for an exchange, it must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need your order number. Please note that earrings will not be deemed eligible for an exchange, regardless of whether they have been worn or not. This is due to hygiene reasons and we are strict on this policy for the safety of our customers.

You will be asked to make an EFT payment for the return courier charges and handling fees at a flat shipping fee of R175 one-way, R350 return. Once your return has been accepted, we will send you an email with payment details for these courier charges. Upon receipt of payment we will provide you with a collection date and waybills that you will need to print for the courier company.

We'll access the item in question once we receive it and then inform you as to whether an exchange is approved. Should an item show clear signs that it has been worn, your return will be denied and we will courier the item back to you at our cost.

We will happily exchange an item for a different size, provided we have stock of the size in question. If there is a difference in cost, you will be asked to pay in this difference. If the exchange item is of a lower value than the item you're exchanging, you will be credited with a gift card to use on the store. We don't do cash refunds.

To initiate an exchange, kindly drop us an email on hello@collectiveandco.co.za with your order number.

We do not offer exchanges on any earrings, made-to-order pieces or custom order pieces. We also do not offer exchanges on any sale items.

Gold Friday

All sales on Gold Friday discounted jewellery are final. We do not offer exchanges on any jewellery sold during the sale period whatsoever. 

Damages and issues

Please inspect your order upon receipt and contact us on receipt if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We cannot accept a notice of intent to return a defective item after any longer than 48 hours after delivery of the item has been made, as the fault with the item then becomes questionable. 

Breakages

Should an item of jewellery break, please contact us before you attempt to get it repaired yourself. We can assess the item via a photograph and advise you accordingly. If we deem the item broke due to a manufacturing fault, we can replace it for you. However, if you have attempted to repair the item yourself or have taken it to a jeweller before you contact us, we cannot accept any responsibility or liability.

We do not accept liability for jewellery breakages due to snagging on clothing.

Loose Gemstones

Gemstones can loosen over time through general wear and tear. It is important to assess your jewellery regularly and to get claws, prongs or settings tightened timeously. We do not offer this service but you can visit any local jeweller to assist you with this.

Warranty

We guarantee the quality of our solid gold jewellery for a period of six calendar months from date of receipt. This excludes damage through wear-and-tear, snagging on clothing, chain bending from being worn incorrectly, or jewellery being dropped or mishandled.

We do not offer a warranty on any gold-plated silver, sterling silver or brass jewellery. With these items we advise you to follow the care instructions provided with each and every order.

Exceptions / non-exchangeable items

Certain types of items cannot be exchanged, like earrings (which we do not accept exchanges on due to hygiene reasons) and custom and made-to-order jewellery (such as special orders, men's ring bands or personalised items).

Made-to-Order jewellery

We do not accept any exchanges whatsoever on made-to-order jewellery, as we would have made that item up specifically for you and do not keep stock of it on hand. If you are unsure whether the item you are ordering is made-to-order and thus not exchangeable, please check the details in the product lead time detailed on the product page.

Please get in touch if you have questions or concerns about your specific item. 

To summarise, we do not accept exchanges on:

  • Earrings
  • Made-to-order jewellery (this includes all men's wedding bands)
  • Custom-designed jewellery 
  • Sale items
  • Unfortunately, we cannot accept returns on sale items or gift cards.