STORE POLICIES

How long will it take to receive my order?

I design all of the pieces myself and all the rings are made to order to suit your exact ring size.  I do my best to turn orders around as quickly as possible. Some pieces, specifically custom jewellery pieces can take up to 2-3 weeks to receive.  If you need something by a specific date or would like to expedite shipping, please make sure to leave a note at checkout and/or email me at info@kellyjayjewellery.com.  I will always do my best to accommodate your requests and I appreciate your understanding and patience during this process.

Does the jewellery come with a box? 

Yes. Each order arrives in a custom Kelly Jay gift box, ready for gifting.

What is the return policy? 

If you are not fully satisfied with your purchase, Kelly Jay Jewellery will accept most items for exchange. Please contact info@kellyjayjewellery within 24 hours of receiving your jewellery piece, if you wish to exchange it. 

Please ensure that the item is returned in the same and re-saleable condition within 7 business days from the delivery date of your order. Returns after the 7 day protocol are only eligible for store credit. For your protection, please pack your returns in the original box, return your order with an insured courier and retain your receipt. Kelly Jay Jewellery is not responsible for items damaged or lost in transit. Please include a detailed note with your name, email address and invoice number on your authorization form. Once your exchange is processed, your new piece will be shipped back out to you. We cannot refund shipping charges on exchange items.

**Custom Diamond Rings, Personalized Jewellery and Special Orders are NOT eligible for return/exchange.**

What Type of Warranty do you offer?

Kelly Jay Jewellery products are covered by a limited lifetime guarantee against any manufacturers defect in material or workmanship but it does not cover neglect or abuse.  If a stone is lost due to bent, damaged, or worn out prongs, Kelly Jay Jewellery is not responsible for the replacement of the stone. We aim for perfection and to create beautiful jewellery pieces therefore guarantee our craftsmanship. As with any intricate and delicate piece of art, pride and care must be given to the work of art.

We are committed to providing you with the best possible service. Our primary goal is to satisfy you and make your online buying experience as pleasant and easy as possible. We understand that purchasing Jewellery over the Internet is confusing and sometimes intimidating, especially when large amounts of money are involved. 

Custom designed rings that are altered or personally made according to your designs are NOT returnable.  

The loss/ theft or damage of a centre stone, such as a diamond is not covered under warranty, and should be covered under your Home Owners Insurance policy.  Please contact your insurance company for more information regarding your policy limits and requirements. 

Can I return a gift?

Items received as gifts may be exchanged for another item of equal or greater value. Please ensure that the item is returned in new and re-saleable condition within 7 business days from the delivery date of your order.

What is your repair policy? 

We will repair any design purchased through kellyjayjewellery.com. 

Items purchased through other retailers must be returned for repair to the store where the item was purchased. 

How do I figure out my ring size?

The best way to figure out your ring size is to go to your local jewelry store and have the sizing done professionally.  Please contact us with any questions with regard to ring-sizing at info@kellyjayjewellery.com or look under the footer heading RING SIZING.

What if I need my ring resized?

We can gladly resize any Kelly Jay ring for you. Please email us at info@kellyjayjewellery.com. Please send your ring back to our address, along with your specific resizing request, email and shipping addresses. Our current resizing fee is R500  (includes return insured shipping) and takes approximately 7 business days.

How do I care for my jewelry? 

Each piece of our jewelry is hand-crafted and therefore delicate. Please use appropriate care to enjoy our jewellery for a long time. 
The majority of our collections consist of 9k gold and sterling silver and can be cleaned with a polishing cloth.  On sterling silver pieces the metal may darken or tarnish with normal wear. We recommend gently wiping the metal surface with a polishing cloth. Please do NOT dip any Kelly Jay piece in jewelry cleaners or solutions. This may cause corrosion and permanent damage to the metal and gemstones.

All of the stones we use are natural gemstones, therefore they may vary in shape, size and color. Inclusions can be seen in natural stones and is a part of their beauty. Most gemstones do not stand the force of cleaning agents, polishing cloth or ultrasonic cleaners.

Opal care: Avoid bleach, chemicals, cleaners, perfumes & other harsh chemicals. Clean with a soft brush, cool water, and mild soap. Never dip in jewelry cleaner or saturate in liquid. 

Are the pictures online to scale?

We do our best to make the photos as close to their actual size as we can, but the pictures are not necessarily to scale. The descriptions include dimensions for each piece and there is typically a model to better show the scale of each piece. If you have any other questions regarding the size of a particular piece, please contact us at info@kellyjayjewellery.com and we will be happy to answer your questions.

Can I replace a lost earring? 

Yes. If the style is in stock you may purchase a half pair. We make most of the pieces by hand and, as a result, certain styles can vary slightly in size. In some cases, we will ask you to send the mate to us (at your cost) so we can match it for you. A few styles are produced for one season only and may not be available at the time of the request. The cost for one earring is typically half of the cost for the pair.

What is your privacy policy? 

We will not sell, share or trade any information you supply to us with a third party. Any information we collect is used to provide you with a better shopping experience and to notify you via email of promotions and upcoming sales. If you would prefer not to receive these emails, you may opt out by changing your Email Notifications status.