Shipping & returns policy

1. Order Processing

• Standard Orders: Processed within 1–3 business days (excluding weekends and public holidays) after receiving your order confirmation email.

• Pre-Order / Custom / Made-to-Order Pieces: Require an estimated processing time of 2–3 weeks before dispatch. You will receive an update once your piece is ready.

• Tracking: Once your order has shipped, you will receive a tracking number via email.

2. Shipping Rates & Delivery Times

Shipping costs are a flat fee of R100 for door-to-door delivery across South Africa.

Shipping Option Estimated Delivery Time Cost

Standard Door-to-Door 1–3 business days R100

Returns & Exchanges Policy

We want you to love your new jewellery. If something isn't quite right, we're here to help!

1. Return Window

We accept returns for store credit or refunds within 7 days of your order's delivery date.

2. Return Eligibility

To be eligible for a return:

• Items must be unworn, unused, and in their original condition.

• Items must be returned in their original packaging, including any jewellery boxes, pouches, and certificates.

Non-Returnable Items:

• Earrings (for hygiene and safety reasons).

• Customized, engraved, or made-to-order pieces.

• Sale or final clearance items.

3. Return Shipping & Fees

• Customers are responsible for paying their own return shipping costs, unless the item arrived damaged or defective.

• We strongly recommend using a trackable shipping service, as we cannot issue refunds for items lost in transit.

4. Damaged, Defective, or Incorrect Items

If your jewellery arrives damaged or you received the wrong item, please email us within 48 hours of delivery at admin@shopkaia.co.za with:

1. Your order number

2. Clear photos showing the defect or damage

We will promptly arrange a replacement or issue a full refund at no extra cost to you.

How to Initiate a Return

1. Contact our customer support team at admin@shopkaia.co.za with your order number and reason for return.

2. Wait for confirmation and shipping instructions from our team.

3. Package your item securely in its original packaging and post it to the provided return address.

4. Once received and inspected, your refund or store credit will be processed within 5–7 business days.

Have questions regarding your order? Reach out to us at admin@shopkaia.co.za