Frequently Asked Questions (FAQ)

How do I place an order?

When you are in the shop, click on any piece you like. That will take you to a page with more details on the specific piece. To the right of the photos you will find more information about the piece.

Select the size you want and click “Add to Basket“. This will add the piece to your basket.

Once you are finished shopping, you can click on the red basket icon at the top to view your basket. You can then review and change items as you wish, return to shopping or get an estimate of shipping costs by entering your delivery town and postal code.

Once you are ready to check out (order), click on “Proceed to Checkout“. This will take you to the Checkout page.

On the Checkout page you will need to enter your billing and delivery address, as well as your contact number and email. It is very important to make sure that your email address and contact number are correct.

The exact shipping cost will update automatically based on the address you have entered.

Once you have completed all the required information and accepted the terms and conditions, click “Proceed to Paypal” to complete the payment process.

Upon successful payment, you will receive an order confirmation email. 

Do you ship to my country?

I use DHL for shipping. They ship to over 220 countries. See the DHL website. I ship to all these countries, except Russia. Please contact me if you would like to order from Russia.

Please note DHL cannot ship to P.O. Boxes. Please make sure you enter a valid delivery address and postal code.

How much is the shipping cost?

The shipping cost is calculated on checkout based on the address that you provide – usually between US$18 and US$22. If you buy for more than US$300, shipping is free.

Who pays the duties and taxes?

You are responsible for paying all applicable duties and taxes in your country, unless it is explicitly included (in other words listed as a separate item) in the amount due at checkout. Gerda Goosen Jewellery has no control over these and will not refund you for any charges.

For the USA, total order values (including shipping) below US$800 are duty- and tax-free. For Australia, total order values (including shipping) below AUD1000 are duty- and tax-free.

Importation of jewellery from South Africa to some countries may be duty-free – check with your local customs office or get an estimate at SimplyDuty using the HS Code 711790.

When will I receive my order?

I usually ship within a day or two. Shipping itself is usually faster than 1 week, barring any transit delays or customs holdups. Thus, total delivery time is usually within 1 to 2 weeks. You will receive an email with tracking number as soon as I ship your pieces (within 1 to 2 days from order).

What if I am not at home/office to receive my order?

The courier company used will always attempt to deliver to your door. If no one is home or no one answers, they will often try to contact via a call. If still no success, the couriers will attempt delivery again on their next delivery run.

An email will be sent upon fulfillment of your order with tracking details included. If you find there may be an issue with the delivery address or contact, please contact the couriers directly with your tracking details and they will assist with updating delivery details. 

How do I track my order?

After successful checkout, you will receive an order confirmation email. Once I have made your pieces as ordered (which can take up to 1 week from order), you will receive a second email with a tracking number. 

If you have not yet received the second email with the tracking number 1 week after order, please check your junk mail. If you can’t find it there, please contact us at [email protected] so that we can assist. If you have a tracking number, you can track it on the courier tracking site – use the clickable link in the email.

What are my payment options?

Payment can be made with all major credit cards and through the Paypal system.

In what currencies can I pay?

All pieces are priced in US dollar. Prices in Euro (EUR), South African Rand (ZAR) and British Pound (GBP) are provided for convenience only. Price at checkout is in US dollar.

What is your payment gateway? Is it safe?

I use Paypal as the payment gateway. None of your credit card information is accessible or stored in Gerda Goosen Jewellery’s website or database. All your confidential information is encrypted before it is sent from your computer directly to the Paypal servers.

What is Paypal Buyer Protection?

Paypal offers Buyer Protection for payments made via its gateway, which means that Paypal may reimburse you for the full amount of your order including shipping costs if it does not arrive (conditions apply – see the Paypal website for more information).

Can I pay with Western Union?

No. Unfortunately, payments for goods & services via Western Union is not allowed from or to South Africa (see https://www.westernunion.com/za/en/send-money.html).

How can I contact you?

If you have a question about shipping, please contact DHL via details provided in your tracking number email.

For any other questions, you can contact me at any of the following:

In what sizes are the rings available?

The rings are available in all sizes. I adjust the ring size on order to your size as specified.

In what sizes are the bangles available?

The bangles are available in five sizes: Extra Small (inside diameter 55 mm), Small (60 mm), Medium (65 mm), Large (70 mm), Extra Large (75 mm). See the Size Guide for more detail.

How many do you have of each piece?

Only one piece or set is available, since I make each piece by hand.

Sometimes I make the same design again, but usually only a few months later.

Will my piece look the same as the photos online?

Yes, I send you the piece that you see on the photos!

How can I find out more about a specific piece?

You can send me a message via the Contact page or on Instagram. Please quote the name of the piece or the product code in your message.

How do I know my ring or bangle size?

See the Size Guide for how to determine your ring or bangle size.

What is the material?

It is a composite. I love the look of ivory but did not want to harm any animals, so I experimented for years and eventually developed a composite recipe that resembles ivory but with no animal products or testing. I also developed a faux ebony recipe.

My jewellery is certified vegan by PETA (see listing here).

Are there any animal products or ingredients?

Most definitely not. My jewelry is certified vegan by PETA (see listing here).

How do I care for my jewellery?

Clean with damp cloth or rinse gently in cold water. Do not leave the pieces lying in direct sunlight or expose them to high temperatures, such as saunas or dishwashers. If you care for your pieces, they will give you many years of joy!

Do you offer refunds for returns?

I do not provide refunds unless the item is damaged. You can return an item for credit to use on the online store. See our Exchanges & Returns Policy.

Can I exchange an item?

I offer free return shipping for resizing pieces that do not fit. See the Exchanges & Returns Policy.