Online Store Return and Delivery Policy

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.

Returns

All returns must be postmarked within thirty (30) days of the purchase date for an exchange or seven (7) days of receipt for a refund. All returned items must be in new and unused condition, with all original tags and labels attached, as well as original invoice included. Items bought within a multi-buy or promotional offer, must be returned with the valid invoice and will require the return of any gift item(s) associated with the offer, to be returned. During the Christmas period, our 30 days standard returns policy is extended for products purchased between 15 November and 24 December on the online store. You can return such purchases up to and including 10 January.

Return Process

All returns must be postmarked within thirty (30) days of the purchase date for an exchange or seven (7) days of receipt for a refund. All returned items must be in new and unused condition, with all original tags and labels attached, as well as original invoice included. Items bought within a multi-buy or promotional offer, must be returned with the valid invoice and will require the return of any gift item(s) associated with the offer, to be returned. During the Christmas period, our 30 days standard returns policy is extended for products purchased between 15 November and 24 December on the online store. You can return such purchases up to and including 10 January.

Additional non-returnable items:

  • Sale items, unfortunately, do not qualify for a refund.

To return an item, please email customer service at sales@francarlo.co.za to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and include your proof of purchase, and mail your return to the following address:

Francarlo
Attn: Returns
RMA #
Shop 85, Walmer Park Shopping Centre
Main Rd, Walmer  

Returns Address:

Shop 85,
Walmer Park Shopping Centre,
Main Road,
Walmer,
Port Elizabeth,
South Africa,
6070.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. 

Exclusions:

  • Body jewellery and earrings, for hygienic reasons.
  • Jewellery purchased by way of special arrangement or custom order unless defective
  • Jewellery sold as damaged, defective, used or repaired, as disclosed before purchase
  • Jewellery that has been sized, unless defective
  • If jewellery is defective within 6 months after being received, we will repair, replace or refund, provided that it is a material defect, and that the defect did not develop as a result of abuse, fair wear and tear, or by not following our or the manufacturer’s instructions
  • An item that is not working (eg watch that requires a replacement part) and can be repaired, within a reasonable period, is not deemed to be a material defect as the item will be in working condition once the part has been replaced
  • Any supplier warranties apply over and above the terms of the Consumer Protection Act 68 of 2008.

Refunds

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least fifteen (15) days from the receipt of your item to process your return or exchange.  Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed. 

Exceptions

For defective or damaged products, please contact us at the customer service number below to arrange a refund or exchange. 

Questions

If you have any questions concerning our return policy, please contact us at:

(041) 367 4655
sales@francarlo.co.za 

Delivery Insurance for Online Purchases

Jewellery will remain the responsibility and property of Francarlo Designer Goldsmith until signed for on behalf of the recipient. Francarlo Designer Goldsmith will take on all responsibility while transporting the jewellery to the recipient.

Shipment and Courier Information

You can choose where we’ll ship your package for your convenience and ensure the ultimate security for your purchase.  Shipments are sent via Aramex or MDS Collivery Couriers.

Once your order has been shipped, you will receive an email with the tracking information.  Delivery time is between 1-3 working days, area permitting. You can track your parcel on www.aramex.com/express/track.aspx or www.collivery.net respectively.

Delivery Costs and Options

For any orders over R 1000, delivery is free.  For any orders under R 1000, a flat rate shipping fee of R69 will be charged.  If you wish to collect your item from our Francarlo Designer Goldsmith store, delivery to the store is free.

You can either pick up your product at the Francarlo Designer Goldsmith store, or we will deliver the product to your door.  Simply select your preferred option at check out.

Complimentary Add-on's for your Benefit

All online purchases made from the Francarlo Designer Goldsmith online store comes with free gift wrapping, so your order will arrive beautifully packaged with a bow.

Insurance valuation certificates are supplied for each purchase over R 1000

Cancellation Policy

The online shop reserves the right to refuse processing of payment for any order and/or to cancel any purchase, partially or completely, with notice given to you.  The online shop will be liable for reimbursing you the Rand value paid only if you have already paid for the cancelled order. More simply put:  

More Simply Put:  

Although very rarely, sometimes things don’t work out and an order has to be cancelled.  If that happens we’ll be sure to let you know immediately.

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