Shipping and Returns
Deliveries are made Monday to Friday, 8 a.m. – 5 p.m.
In general, your order will be delivered within three to five working days, after dispatch. Should the item be out of stock, our customer services team will contact you. Items needing resizing or makeups will take twelve to fourteen working days
On delivery, you will receive a delivery note showing the date and time for you to sign acceptance. You will receive a detailed tax invoice by email showing the product price details, the delivery fees (if applicable), Value-Added Tax (VAT) and the amount debited from your payment card or EFT payment. You or your authorised representative will be asked to sign a duplicate copy of the delivery note to confirm receipt. For verification purposes, the person accepting delivery at the delivery address may be required to produce a form of identification. Any person other than yourself who receives the products at the delivery address is presumed to be authorised to accept delivery on your behalf.
Should no-one attend the time of delivery, the driver will keep the products and leave a notice. The driver will try to contact you to make new arrangements for delivery or collection. We reserve the right to charge an additional delivery fee should it be required. Our liability for any delay in delivery is limited to re-delivery at a later agreed time at no additional charge.
We have outsourced all delivery and collection arrangements to third party service providers. Accordingly, we cannot, to the extent permitted by law, be liable for any loss or damage caused by them.
All orders will be delivered with a copy of your invoice and for all jewellery items over R5000 an NWJ valuation certificate will be issued. Every valuation certificate issued with diamonds in the item over R5 000, shall be tested at NWJ with a certified diamond tester before being delivered. This diamond testing will be stated on the NWJ valuation certificate.
Delivery – Click & Collect
All the above terms & conditions are applicable to our click & collect delivery method too.
Returns and Refunds
If you are dissatisfied with any item purchased online for any reason, you may return it to any NWJ store within 30 days of receipt for an exchange, or within 10 working days of receipt for a refund, provided you have the original tax invoice, and the products you are returning are in a new, unworn and re-saleable condition and returned in the same NWJ jewellery box you received them in. The NWJ store that the item is returned to will in return forward the said order to head office for a refund or an exchange. Note, due to NWJ’s online store having it’s own bank account, refunds can only be done at head office and not at store level.
Should you wish to return goods via the NWJ courier please email [email protected] with your order number, reason for return and provided it is in a saleable condition NWJ will conduct a full refund. NWJ will incur the cost of the return delivery for all orders over R350 in major metropolitan areas. All return orders below R350 or outside major metropolitan areas may be subject to maximum R100 delivery charge. Any order where you have received an incorrect, missing or faulty item/s the delivery return costs will be borne by NWJ.
Watches must be returned with the guarantee book, a watch box and any links which may have been removed. The price paid by the customer is the price on which the refund is based.
Please note if you ordered more than one item in an order and only returned part of the original order, only what is returned will be exchanged or refunded not the whole order.
For hygiene reasons earrings for pierced ears may not be returned or exchanged unless faulty.
All returns with items containing diamonds over R5000 at valuation price will be subject to a certified diamond test. Any goods failing the diamond test will not be refunded, the purchaser immediately notified, and the goods returned to the purchaser.
Christmas Returns Policy – during the Christmas period our 30-day standard returns policy is extended for products purchased between 2 November and 24 December on the online store up to and including 17 January.
EFT Refunds – NWJ requires confirmation of account holders banking details
Returns and Refunds – Click & Collect
All refunds are to be directed through [email protected] and not through the store of collection.
Returns procedure after 30 days.
NWJ will conduct exchanges after 30 days if there is a material defect in the product. NWJ will not exchange items with damage resulting from normal wear and tear. The courier costs on all items returned after 30 days will be borne by the purchaser at a maximum of R100 per return delivery.
If for any reason you would like to cancel an order this may be done by visiting Your Orders on our website, mobi site or any future apps or by emailing [email protected]. You will only be able to cancel orders until midnight on the day prior to the date of delivery. We may debit your payment card for the delivery fees in respect of any late cancellations. If you cancel your payment for any reason or if your payment card should cease to be valid for whatever reason, you will remain liable for the full purchase price, including all related costs. We reserve the right to cancel any sale and/or your registration in the event of a breach of any of the Online Shopping Terms.
Risk and Ownership
Risk in the products shall pass to you or your authorised representative on delivery. We will retain ownership of the products until payment is received in full.