Refund policy

RETURNS POLICY

Returns

We offer a 30 day return period from the date your order is delivered.

To be eligible for a return, items must be unworn, unused, in their original condition, returned in original packaging, and accompanied by proof of purchase.

To request a return, please contact us at natasha@orajewellery.com before sending your item back.

Returns should be sent to:

ORA Jewellery
Unit 604
125 Buitengracht Street
Cape Town
8001

Customers are responsible for all return shipping costs. We recommend using a tracked and insured courier service, as ORA Jewellery cannot be held responsible for lost, delayed, damaged, or missing return parcels. Returns must include the order number and customer contact details clearly placed inside the parcel, as courier waybills do not always include customer information. ORA Jewellery cannot be held responsible for delays, identification issues, or processing delays where parcels arrive without sufficient information.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, faulty, or you have received an incorrect item, please contact us as soon as possible so that we can assess the issue and assist.

Exchanges

If you would like to exchange an item, the original item must first be returned and approved. Once accepted, a new order can be placed for the replacement item.

Sale Items

Sale items, promotional items, discounted purchases, and clearance items are final sale and cannot be returned or exchanged.

Gift Purchases

If an order was purchased as a gift and shipped directly to the recipient, store credit may be issued for approved returns.

Gift cards are non-refundable and cannot be exchanged for cash.

Free Gifts and Promotional Items

Where a free gift is offered as part of a promotion:

• The free gift must appear on the order confirmation email and receipt to qualify for the promotion
• If the free gift is missing from the order confirmation email or receipt, customers must notify ORA Jewellery within 24 hours of the order being placed so that we can manually assist where possible
• If the selected free gift is unavailable, ORA Jewellery reserves the right to substitute it with an item of similar value.
• Free gifts cannot be returned, exchanged, transferred, or redeemed for cash

Exclusions

• Earrings, due to hygiene reasons
• Personalised jewellery
• Engraved jewellery and engraved charms
• Custom-made items
• Made-to-order pieces
• Custom sizing requests
• Any requested alterations or modifications to a piece, including adjustments to links, chain length, sizing, stone selection, stone changes, finishes, components or design details.
• Items altered or customised at customer request after ordering
• Solid gold pieces
• Gift cards
• Free gifts and promotional items

Refusal of Sale

ORA Jewellery reserves the right to refuse, cancel, or limit any order where required.

This may include pricing errors, website issues, technical faults, suspected fraudulent activity, payment concerns, stock discrepancies, or unauthorised purchases.

Where an order is cancelled by ORA Jewellery, any payment received will be refunded within 10 working days.