Frequently Asked Questions

General

I’m buying a gift, if it doesn’t fit or they don’t like it, can I return it?

We have a 30 day returns policy on unused goods. Please read our returns policy here.

How do I get an item repaired?

Please bring your item into either one of our showrooms in Cape Town (de Waterkant or V&A Waterfront) – or send your item via an insured method, directly to:

Uwe Koetter Jewellers
Cape Quarter Lifestyle Centre
Shop 103, Level 1
27 Somerset Road, Green Point
Cape Town
South Africa
8001

Please provide contact information and a detailed description of the problem.

Any items left with us after we notify you of completion and not collected after a 12 month period will become the property of Uwe Koetter Jewellers Ltd.

Are your diamonds conflict free?

Yes, all Uwe Koetter diamonds and precious coloured stones are sourced from suppliers who guarantee to only sell conflict free stones.

Do you make bespoke jewellery?

Yes, we are passionate about creating jewellery and excellent at interpreting briefs. Please visit us in one of our showrooms or contact us, and one of our design consultants will get in touch to assist you in creating a custom piece.

Shopping Information

Can I save items for later?

Yes – simply click the ‘Add to Wishlist’ button which you see on each product page. You will be able to revisit your selection of liked products in your cart at any time.

How long will my order take?

Once payment has cleared with the bank, your order will be sent out within 3- 5 working days. Items made to order will be assessed and time scale quoted individually. If an item is not in stock or there will be any delay, we will notify you via email in the first instance.

What methods of payment do you accept?

For international customers we accept card payments via PayPal. For SA residents payments can be made by EFT, PayPal or PayFast. 

Can I cancel, or change my order once it is placed?

Yes, you have the right to cancel your order with us, provided you give us written notice up to 72 hours after you’ve received your order.
Please note, any goods made to a customer’s own specifications, made to measure or personalised items are produced only upon request and confirmation of the order, and in such instances cancellation of the order will not be possible.

Can I have my order wrapped?

Absolutely, just indicate on the checkout page that this item is a gift, and it will arrive wrapped at its destination.

What currencies can I pay in?

Prices can be displayed in USD, GBP or Euros by using our currency converter on the shopping pages. All international sales will be transacted in US Dollars at the prevailing rate, regardless of country of purchase.

Delivery Information

What are your delivery charges?

Delivery is free on all orders.
There are no hard and fast rules when delivering items to different countries and jurisdictions. In some instances, customs will charge duties + VAT and other times they don’t. We are not liable for any of these costs, should they occur in your country of residence.

Can I specify a date for delivery?

Unfortunately we cannot specify an exact delivery date but we do advise that you e-mail [email protected] if your order is urgent, so we can try and speed up the process wherever possible.

What if my order hasn’t arrived?

If your order has been despatched and has not arrived within the expected time period, please email us at [email protected]

Will I have to pay import duty if I’m ordering from abroad?

We are unable to accept responsibility for customs and handling charges levied by authorities in the country of destination. Prices quoted to international shoppers exclude VAT, however, VAT may be levied in the country of importation.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods but we will not be held responsible should you then advise that you have not received the goods.

What if only part of my order has arrived?

Please check your despatch note because it may be that one of your items is being shipped separately. If there is an unexpected delay, you will be contacted by our online team. If, however, your despatch note indicates that all items have been despatched and/or your item did not arrive within our stated lead times, please contact us at [email protected] Please note lead times are only an approximation, as we are unable to guarantee a delivery time at the point of order.

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All of our showrooms offer a warm welcome, but if you aren’t local our cutting edge technology allows you to work with one of our designers in real time wherever you are in the world, as many of our customers have discovered.

CAPE QUARTER FLAGSHIP SHOWROOM

+27(0)21 425 7770
[email protected]

Cape Quarter Lifestyle Centre
Shop 103, Level 1
27 Somerset Road, Green Point
Cape Town, South Africa, 8001

V&A WATERFRONT STORE

+27(0)21 421 1039
[email protected]

V&A Waterfront
Shop 14, Alfred Mall
Cape Town, South Africa
8001

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