DELIVERY
All products are made to order within 4 - 6 weeks, LIVE CHAT with one of our team now or email info@kirstendrew.com if you have you require an urgent delivery.
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We offer complimentary International shipping.
Please note that orders placed on a Friday, Saturday or Sunday or public holiday within the Republic of South Africa will be processed and delivered the following working day. Please allow extra time for deliveries over weekends, holidays and other busy periods.
Please note that, at this stage, we are unable to make deliveries to multiple addresses. Please place orders for different locations separately.
Please note that we deliver only to street addresses. We do not deliver to PO boxes, APO addresses or Aramex addresses.
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Please note that stock availability may change; however, if the piece you wish to purchase is out of stock, we will happily refund you. Alternatively, you may select a different piece for the same price.
We offer free shipping anywhere within South Africa. Fees for international delivery vary according to the destination and shipping method. We will provide a quote when you place your order. Free shipping applies to orders over $1000.
Please note that orders placed on a Friday, Saturday or Sunday or public holiday within the Republic of South Africa will be processed and delivered the following working day. Please allow extra time for deliveries over weekends, holidays and other busy periods.
Please note that, at this stage, we are unable to make deliveries to multiple addresses. Please place orders for different locations separately.
Please note that we deliver only to street addresses. We do not deliver to PO boxes, APO addresses or Aramex addresses.
DELIVERY AND INSURANCE OF YOUR PURCHASE
Your order is insured against theft and accidental damage during delivery; however, this insurance ends once your items have been delivered.
We will make two attempts to deliver your package to the specified address should you not be available at the time of delivery.
CUSTOMS DUTIES AND SALES TAX
All prices quoted, whether on this website or by a customer care representative, are in US dollars. Currency conversions are determined by the bank which issued your card, and cannot in any way be influenced by Kirsten Drew.
Please note that prices exclude customs duties and local taxes, as these vary according to the shipping destination. This is not an additional charge imposed by Kirsten Drew. Please note that we cannot influence duties and tax, as these are governed by the custom laws of your country. These are among the terms and conditions you accept when making a purchase. Should you refuse to pay customs or duties, your item will be returned to us and you will receive a refund, less shipping costs and any other expenses incurred. It’s a good idea to check in with your local DHL office to discuss customs and duties before making your purchase.
RETURNS AND EXCHANGES
Please note the following terms and conditions, which apply to all returns and exchanges. Returns which do not comply with these terms and conditions may be rejected by Kirsten Drew and sent back to the recipient or purchaser.
Items marked as ‘final sale’ may not be returned or exchanged. Other items which may not be returned, include items that have been embossed, engraved, personalised, made according to special order or otherwise customised, items showing signs of wear, items which have been marked down, or gift receipts.
Kirsten Drew reserves the right to retain any such products which have been submitted for return or exchange, without issuing a refund or credit.
Please submit a receipt or proof of purchase with your return. Items must be in the original packaging.
Returns must be made within eight days following delivery. To return a product, please email info@kirstendrew.com. We will respond with a Return Authorisation Number, which is necessary to make the return. You will also be required to supply additional information on the return/exchange form. We will supply a shipping waybill, which may be affixed to the sealed package. Please be sure to use no other waybill, besides that which has been issued to you.
You are responsible for contacting DHL to collect the parcel or for delivering it to DHL. You will also be responsible for return shipping costs and for parcel insurance. We strongly recommend the latter, as Kirsten Drew will not be held responsible for any loss or damage which may take place when an item is shipped back for return.
Please retain your proof of return shipment along with your DHL tracking number, as Kirsten Drew cannot accept responsibility if these documents cannot be produced.
We will grant your exchange once we have received the product and are satisfied that it is eligible for return. Please note that we will not accept products that show signs of wear and tear or use, which are no longer in their original condition, or which do not meet our requirements for quality control.
Unfortunately we are unable to refund Tax and Duties paid.
EXCHANGES
Only items which are damaged upon arrival will be replaced. Please contact info@kirstendrew.com if you seek a replacement.
Any product which is deemed eligible for return may be exchanged for another Kirsten Drew item. Should you wish to make an exchange, please do so within 14 (fourteen) days of delivery. Please also make sure that your product is eligible for return, according to the above terms and conditions.
We will then issue an invoice (attached as a PDF to an email), detailing the value of the returned product and the price of the item which has been requested for exchange. If the new item is more expensive than the original purchase, the customer will be required to pay the difference. If it is less expensive, the customer (or gift recipient) will receive a voucher, merchandise or gift receipt to the value of the price difference.
Please note that it may take some time for your exchange item to reach you, depending on where you live.
REFUNDS
Customers are entitled to a full refund if their product cannot be repaired or replaced. This refund will be made within 30 (thirty) days of the original purchase.
The refund process commences once we have received your returned item, whereupon we will email you confirmation of receipt. We will then inspect the product, notifying you whether your application for a refund has been accepted or rejected. In the case of the former, a credit will be applied to your credit card or original payment method.
Late Or Missing Refunds (If Applicable)
Refunds are typically processed seven working days after the item has been returned and inspected. Please note that it may take some time for your refund to reflect in your bank account. If it seems that this is taking longer than usual, please consult your credit card company, as the delay may originate from their side. You may also consult your bank, as processing the refund may take some time. If you have asked both of these parties and have not received a satisfactory answer, please contact us at info@kirstendrew.com.
Please note that we will not grant a refund to anyone besides the original purchaser, and will not place a refund on the card of any other cardholder. The refund will not, therefore, be paid to a gift recipient.
Please note that the cost of shipping an item for return will be deducted from your refund, as the customer remains responsible for this cost, along with parcel insurance (unless the returned item is damaged or defective).
Sale Items (If Applicable)
Please note that we do not offer refunds on sale items.
Gifts
Should you wish to return an item that was gifted to you, we will issue you with a gift voucher to the value of the original item. We will then email you a gift certificate, once we have received the returned item. Refunds if applicable may only be made directly to the original customer. Please note that we will not grant a refund to anyone besides the original purchaser, and will not place a refund on the card of any other cardholder. The refund will not, therefore, be paid to a gift recipient.
REPAIRS
We take pride in offering beautiful items of the highest quality, sustainably sourced and crafted with immense care. However, if your Kirsten Drew piece requires repair, please contact info@kirstendrew.com. Our Repair Representative will be in touch to evaluate the item, as each repair is handled on an individual basis. We will request a photograph so that we can determine whether the damage is the result of a factory fault and, if this is the case, we will be happy to handle the repair. Please ensure that your item is insured at retail value. Kirsten Drew cannot be held responsible for losses or missing stones.
Any pieces that arrive broken or in a poor condition will repaired at no cost. Please inform the repairs department (info@kirstendrew.com) immediately with photos of the item and a repair form will be sent to you. The item must be returned within 8 (eight) days of receipt. We will replace the faulty product, if the product is no longer available, we may suggest an exchange for a product. If you opt for a more expensive product, you will be charged only the difference in price, and Kirsten Drew will deduct the original cost. To Repair/ Return a product, please email info@kirstendrew.com. We will respond with a Repair Authorisation Number, which is necessary to make the return. You will also be required to supply addition information on the return/exchange form. We will supply a shipping waybill, which may be affixed to the sealed package. Please be sure to use no other waybill, besides that which has been issued to you.
Please note that customers who repeatedly return items or cancel orders will be considered in violation of our Conditions of Sale. We reserve the right to refuse future orders and close your account.
MY ORDER HASN'T ARRIVED
This is most likely because of processing delays or examinations at customs. Unfortunately, we cannot be held responsible for factors outside of our control, which is why the delivery times provided are an estimate only. Please contact your carrier for more information, using the waybill number provided to track your product. Please email info@kirstendrew.com should you need further assistance.
RESTRICTIONS
Please contact info@kirstendrew.com to confirm that we deliver to your country, as there are certain destinations where we are unable to ship orders. If this is the case, please select an alternative delivery destination.
Please note that we deliver only to street addresses. We do not deliver to PO boxes, APO addresses or Aramex addresses.
If you live in the Middle East and have selected standard shipping, please provide a PO box address, as DHL will not deliver to residential or business addresses in the United Arab Emirates, Saudi Arabia, Oman and Qatar.
Please note that we are unable to deliver items to Russia and North Korea.
TRACKING YOUR ORDER
Once we have dispatched your order, you will receive an email containing all relevant information, including a link which enables you to track your delivery.
Please note that we may need to confirm your details with the bank that has issued your card before we can dispatch your order. We undertake to do this as quickly as possible.
We strive to keep all delays to a minimum, but we are not responsible for delays relating to customs.
DISCLAIMER
Please note that, when you place an order with Kirsten Drew, you agree to be held responsible for original shipping charges and all applicable custom and duty import fees. Moreover, you will be responsible for the cost of return shipping should you wish to return your order.
Please check that the address provided is correct before you place your order, as errors add to delivery delays. If there are changes to be made, please send amendments to info@kirstendrew.com as soon as possible. Please note that we will not be held responsible for any delays or loss that result from an incorrect address provided; nor are we responsible for shipping costs in this instance.
Our deliveries typically take place between 7am and 6pm. Although it is possible to waive the signature requirement, we strongly suggest that you, or someone you trust, is available to sign for delivery at these times. If this is not possible, consider providing an alternative delivery address. Kirsten Drew does not take responsibility for orders which have been delivered to the specified address, but which are not received by the customer.
