Delivery and Returns

PACKAGING

All of our jewellery is beautifully packaged in a cotton Kirsten Goss pouch and a sturdy box. It is delivered using a fully insured, secure and swift courier service.

 

DELIVERY

South Africa: Standard silver or gilded brass items will be dispatched within 7 working days of purchase. Items made from 9/18k gold or silver items that require stones set in them will be dispatched within 10 working days of purchase. Bespoke 9/18k items will be dispatched within 20 working days of purchase. Deliveries within South Africa are dispatched via Royal Africa. All orders are sent next day service so will arrive by close of business the day after it’s dispatched. Deliveries to outlying or remote area’s may take longer and we encourage customers to track their parcels progress directly with the courier service.

International: Standard silver or gilded brass items will be dispatched within 10 working days of purchase. Items made from 9/18k gold or silver items that require stones set in them will be dispatched within 13 working days of purchase. Bespoke 9/18k items will be dispatched within 23 working days of purchase. Deliveries are made via DHL and may be delayed due to customs procedures.

If an order is returned to us due to the postal or courier service not being able to complete the delivery for any reason, the customer will be responsible for the repeat delivery costs. All orders will require a signature on delivery. Between Christmas and the New Year, any order placed will be delayed in production until the New Year as the studio is closed over this time.

 

REPAIRS AND REPLATING

Please return the item to a Kirsten Goss STORE near you. The sales associate will log your repair/replate request and return the item to our workshop. When you hand the item in you will be quoted an approximate price, this may change slightly depending on the time spent repairing / replating the item. Your repaired/replated item will be returned to the store within 7 working days and you will be notified to collect it, should there be any delays you will be notified via email. For any further assistance or to arrange a courier please email onlineorders@kirstengoss.com

 

RETURNS AND REFUND POLICY

1. Our goods

We supply physical goods.

 

2. Read instructions

Please carefully read and follow our care instructions.

 

3. NON returnable goods

Electronic vouchers are non returnable.

 

4. Cooling-off period for electronic transactions

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

Certain goods by reason of their nature cannot be returned during the cooling-off period, such as electronic vouchers. This cooling off period does not apply to goods made or altered to your specifications.

4.1. Return of goods in terms of cooling-off period (7 days)

You must return any goods in new unworn condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.

 

5. Returns within 30 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return our products in their new, unworn condition within 30 days of delivery for an in-store credit, product exchange or Kirsten Goss gift voucher. Please see below for information on how to return an item.

 

6. Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us at onlineorders@kirstengoss.com within 7 days of an incorrect delivery.

However, should we accidentally deliver the wrong product to you, or if the product is not as described on the website, or is missing any parts:

  • Please do not remove the product from its original packaging or any of the stickers or labels.
  • Notify us immediately and we will collect the product from you at no charge.

We will at your choosing:

  • deliver the correct item to you as soon as possible (if available); or
  • send you a voucher for the purchase price of the product; or
  • issue a refund (using the same method of payment you originally used for the purchase). Please note that a refund is not available if the item was received as a gift.

7. Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us at onlineorders@kirstengoss.com within 7 days (the sooner the better).

We will require the following information to assess where in the delivery process the damage may have occurred:

  • photograph of the outer box;
  • photograph of the inside of the box, including the inner packaging; and
  • photograph of the damaged item.

If necessary, we will arrange a collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  • replace the product (if available); or
  • issue a refund voucher for the purchase price of the product or
  • issue a refund (using the same method of payment you originally used for the purchase). Please note that a refund is not available if the item was received as a gift.

8. How to return an item

There are different methods of returning an item:

  • You may drop off the item at one of our retail stores; or
  • You may courier the item to our HQ office address:  Center Shop, Flanders Boutique Mall, 14 Flanders Drive, Mt Edgecombe, Durban, 4302, SOUTH AFRICA

9. How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

10. How we process your refund

10.1. Returns within 30 days

You will be offered an in-store credit, Kirsten Goss voucher or a product exchange.

10.2. Damaged goods

Refunds are processed within 1 to 2 working days of the returned items arriving at our Durban Head Office (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

Refunds take place on Mondays, Wednesdays and Fridays. Replacements may take longer as these are dependent on availability.

10.3. Goods purchased with vouchers or gift cards

We have three types of vouchers:

  1. a purchased fixed amount gift, e.g.: R200 paid by gift giver (gift voucher or gift card)
  2. a promotional fixed amount discount, e.g. R100 off (fixed voucher), and
  3. a promotional percentage discount, e.g. 10% off (percentage voucher)

We cannot refund in cash, purchases made with a gift voucher. We will either reinstate the used gift voucher or issue you with a new one.

If you use a fixed voucher to pay for an order, and you later cancel the order (or part thereof) prior to delivery of the goods, or you return one or more goods in accordance with this policy, the value of the fixed voucher will be deducted off the purchase price of the cancelled or returned goods. We will credit you for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement fixed voucher of the same value as the original fixed voucher used. We may in our sole discretion impose restrictions on the use of the replacement fixed voucher. For further information on restrictions on promotional vouchers, please see our voucher terms.

11. Our goods warranty

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

12. Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

12.1. Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend trying your purchase as soon as you have received it, to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

12.2. Statutory compensation

We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

12.3. Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.

13. Statutory warranty on repairs

We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.

13.1. Compensation under repair warranty

If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three-month repair warranty period.

14. Inspection of defective goods

14.1. Suitably qualified examiner

A customer that believes goods are defective should contact us and we will examine the goods to confirm if defective. As the manufacturer, we are suitably qualified examiners and repairer of said goods. We will not charge you for this service.

14.2. Our examination duties

Our sales staff are trained to recognise any defects in our goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not cared for as per our instructions. We will give reasons if we refuse to accept that we supplied defective goods, but will only do this if we honestly believe the goods have been misused.

15. Statutory right to return unsuitable goods

We have extended this right to all our customers, including those who are not consumers under the CPA. The We also have extended the time frame from the statutory ten days to 30 days.

You may return goods within 30 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

15.1. Returns of unsuitable goods

A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.

15.2. Refund of price of unsuitable goods

We will offer you an in-store credit, Kirsten Goss voucher or a product exchange. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

16. Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the care instructions. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.

17. Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:

  • Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
  • You may choose to have the item collected by your couriers or drop it off at one of our retail stores.
  • If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:
    • faults resulting from normal wear and tear;
    • damage arising from negligence, user abuse or incorrect usage of the product;
    • damage arising from sea air corrosion;
    • damage arising from a failure to adequately care for the product;
    • damage arising from unauthorized alterations to the product; or
    • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
  • If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
  • If you choose for us to repair or replace the goods, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
  • If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
  • If the item was given to you as a gift, you will need to provide the original purchaser’s details. We will give you a Kirsten Goss voucher or in-store credit to the value of the item.
  • All free gifts, bonus items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such un-returned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.

18. Our customer support department contact DETAILS

19. Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.

20. Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.