We ship extensively all-over South Africa. We currently offer postage via Postnet, door-to-door courier or Pudo. Cape Town based customers are welcome to contact us to make arrangements to drop off and collect their orders in person.
We do accept international orders, however please contact us in advance in order to confirm shipping rates. International packages may incur additional import or custom fees charged by the country of destination. The customer shall resume responsibility for all such charges.
The purchaser assumes the risk of loss associated with shipping, either through our agents or yours. We are unfortunately unable to refund or replace any items lost or damaged in the shipping process.
We cannot assume any responsibility for delivery delays incurred due the shipping provider.
Orders are shipped without insurance. If you would like your package insured, please inform me when you place your order. Additional charges will be added to your invoice.
Most orders will be dispatched within 1-2 days of being complete and paid for in full, however, please allow up to 5 business days for us to dispatch your package.
TERMS OF SERVICE
COMMITMENT TO PROCEED
Provided you have sent enough hair (if not, we will contact you with your options), receipt of your hair, along with your order details demonstrates commitment to proceed with your order and settle payment in full.
ORDER MODIFICATION & CANCELLATION
If you wish to make changes to an existing order, please contact us as soon as possible. We will make every effort to accommodate your request, however, depending on how far along we are with manufacture it may be too late to modify or cancel your order.
Items personalised with engraving are not interchangeable or refundable.
We cannot assume responsibility for production of goods that are incorrect or that do not fit as result of incorrect information being provided by the customer. Please pay particular attention with regards to how to measure and communicate your sizing requirements. You can find more information here.
Any alterations required as a result may incur extra charges.
INCORRECT OR DAMAGED ORDERS
We pride ourselves on our high standards and attention to detail. However, on the very rare occasion mistakes do happen.
Should you feel that you have received items that do not match the description of your order, or are unhappy with the quality of your jewellery, please contact us within 10 business days of receiving your order so that we can attempt to rectify the situation (at our expense if necessary).
We package our items carefully but unfortunately, we are not able to assume liability for any damages that occur as a result of shipping.
Please read the care instructions carefully. Like most jewellery, our items need to be handled with care and are not made to stand up to rough wear.
We offer a 6 month warranty on sterling silver components only. Thereafter, repair fees may apply. In the event of breakages, please contact us to arrange to return your jewellery item to us so that we can attempt to repair it for you.
Unfortunately, chains are excluded from this policy, however we are able to supply replacement chains at list price.
The customer will be responsible for all shipping costs related to getting the piece to and from our studio.
We keep stock of the smaller the metal fittings we use (clasps, end caps, charms etc), but sometimes certain items are unavailable.
If any items you have ordered are out of stock, we will contact you to advise. You’re welcome to change your design at this stage to use fittings we already have on hand.
The larger sterling silver items, like pendants, rings and certain bracelets are all cast by hand on commission, so they will always be available to order.
We reserve the right to discontinue or substitute any components with those of a similar size or style at any time.
Heart Strings reserves the right to adjust product and shipping costs at any time. Active orders placed before any price adjustments shall be honoured at the list price at the time of the order being placed.
SOCIAL MEDIA + MARKETING
By placing an order, you grant us the right to photograph and share images of your items on our social media platforms and/or use them in our marketing material.