Returning something costs you the shipping. You pay for the courier to send any return or exchange back to us, and this cost is not refunded. The only exception is a piece that is faulty or that we sent in error, where we cover delivery both ways.
Returns at a glance
- Return unworn pieces within 30 days of delivery, in their original pouch and packaging.
- Choose a refund to the way you paid, or an exchange for another size or piece.
- Return shipping is for your account. You pay the courier to send the piece back to us, unless it is faulty or we sent the wrong item.
- Gift boxes and gift cards cannot be returned.
- For hygiene reasons, earrings can be returned only if unworn and still sealed in their pouch.
How to return a piece
Start your return
Fill in the form below with your order number and email address. We reply within one working day with a return reference and our return address.
Pack it carefully
Place the piece in its original pouch and box, and write your return reference on a slip of paper inside the parcel.
Send it to us at your cost
Book a tracked courier or PostNet to Courier service and pay for the delivery yourself. Keep the receipt until your return is complete, as we cannot refund a parcel that goes missing on its way to us.
Refund or exchange
We check the piece within two working days of receiving it, then refund you or send your exchange, and email you to confirm.
Start a return
Your order number is in your order confirmation email. Remember that the cost of sending your return to us is yours.
Exchanges
Need a different ring size? Choose an exchange for another size and we send the new ring as soon as the unworn one reaches us. You pay to send the ring back to us, and we cover delivery of the new one. To swap for a different piece, choose an exchange for another piece and tell us what you would like. If it costs more, we send you a link to pay the difference; if it costs less, we refund the difference.
Refunds
We refund the price of the piece within 7 working days of receiving your return. The cost of sending the return to us is not refunded. Card and instant EFT refunds go back to the account you paid from and can take a further 3 to 5 working days to show, depending on your bank. If you paid with Payflex or PayJustNow, the refund goes back to your instalment plan and reduces or cancels the payments still due.
Your cooling-off right
Under the Electronic Communications and Transactions Act, you may cancel an online purchase for any reason within 7 days of delivery. The direct cost of sending the piece back is for your account, and we refund the purchase price within 30 days of your cancellation. Our 30-day returns window gives you more time than this, so you can use the same returns form.
Faulty or damaged items
If a piece arrives damaged, or develops a fault within six months of delivery, the Consumer Protection Act lets you choose a repair, a replacement or a refund. We cover the delivery both ways. Start a return and choose “Arrived damaged or faulty”, or read our warranty page for what counts as a fault.
Bought it as a gift? The person you gave it to can return or exchange it with the order number. We refund the original payment method, or issue a gift card if they prefer. Return shipping is paid by whoever sends the piece back.
Still need help
Talk to us
We reply to every message within one working day, Monday to Friday, 9:00 to 17:00. Have your order number ready if your question is about an order.
hello@raineandco.co.za