Delivery:

Many of our products are made to order so please allow the listed lead time (alongside the product description) for manufacturing, and additional time for delivery. Full payment, in the case of online orders, and a 50% deposit in the case of customised pieces (balance payable prior to despatch), must be made before the order can be processed and manufactured. Once your parcel has been sent you will receive an email with the tracking number.

We send orders throughout South Africa using The Courier Guy for a flat fee of R120. Unfortunately, they cannot deliver to a PO Box, a physical address is essential. We offer a complimentary local delivery service on orders over R2 000.

We courier to addresses almost anywhere in the world. Our International shipping is handled by Fedex, completely safe and secure! International shipping takes between 5 and 10 days and costs R490. You will be responsible for all applicable customs, duties, taxes and fees charged by your government. As we are unable to advise what these fees might be (many parcels do not incur any fees), we recommend contacting your country's customs office or tax agent for respective charges and rates on a package coming from outside your country.

You are welcome to collect your order from our Woodstock store at no charge. Unfortunately, you will still have to enter your address before the "Collect" option is displayed on the online shop, annoying we know but sadly this is a system's feature over which we have no control.

Packaging:

All our pieces are presented in a branded hemp drawstring bag with care instructions and a little writeup about the reclamation process, making them a perfect little spoil for yourself or a thoughtful gift.

The hemp bags are enclosed in small sturdy shipping boxes to ensure that they arrive in perfect condition.

Returns and Exchanges:

Customer satisfaction is of utmost importance to us. All our pieces are handmade so please allow for slight variations; after all that is what makes your piece unique. Our returns and exchanges are handled differently depending on the nature of the piece, please see below.

RETURNS AND EXCHANGES ON ‘STANDARD PIECES’:

Our ‘Standard Pieces’ are pieces that you order from the website as listed.

If for some reason you are not completely satisfied with your purchase we will gladly issue a refund or exchange within 14 days of collection or delivery. The item must be returned unused, in its original packaging. Shipping costs are non-refundable and return shipping fees will be your responsibility. We recommend using a courier with a tracking number to return items, as we are not liable for any items lost in transit. Please contact us to make arrangements before returning any pieces.

Please be aware that exchanges are processed as a new order and standard delivery times and shipping costs will apply. Exchanges are not eligible for any free shipping specials.

Owing to Fedex regulations we unfortunately cannot facilitate any exchanges on international orders by courier. If you know someone visiting Cape Town within a reasonable time frame of receiving your piece we would be more than happy to facilitate an exchange or store credit wherever possible. No refunds on international payments are possible.

RETURNS AND EXCHANGES ON ‘CUSTOMISED PIECES’:

‘Customised Pieces’ include one-of-a-kind pieces, wedding and engagement rings, pieces made in karats and colours different to our standard 9K yellow gold or sterling silver, pieces with engraving, design modifications, and sizes outside of our usual size range. Due to the one-off nature of these pieces we cannot accept returns or facilitate exchanges on them. Please ensure you understand and are satisfised with the specifications laid out in the product description before purchasing one of the above pieces. Should you have any questions please contact us before finalising your purchase.

We will engrave your piece(s) as specified by you. Please check the text you supply for any mistakes or typos.

In the unlikely event of receiving a piece with a manufacturing defect, please contact us to inform us of the issue as soon as possible and return the item to our studio within 30 days of collection or courier delivery. Due to the hand-made nature of Auterra jewellery any perceived defects will be assessed on a case-by-case basis and a decision on whether repair or replacement is warranted will be communicated to you.

Whether a piece is classified as ‘Standard’ or ‘Customised’ is indicated in the product description on the individual pieces to help you make an informed purchasing decision, but should you need any further clarification, please don’t hesitate to reach out to us, info@auterra.co.za.

Resizing:

We understand that ordering the perfect size can be tricky, especially when it comes to gifts. Please try your utmost to order the correct size of a ring or bangle as we are a small team with limited capacity. However, should one of our ‘Standard Pieces’ not be the right size you are welcome to exchange it. Please see above for information on exchanges.

If a ring or bangle has been worn or is one of our ‘Customised Pieces’ a resizing fee will apply starting at R350 for plain rings (without stones) and starting at R750 for rings with stones. The cost will be dependent on the number of sizes required and the particulars of the design. Please note, not all rings are resizable and certain designs may have limitations as to how many sizes they can be sized up or down.  Please contact us to discuss your particular requirements and for a quote.