Question 1

What is your return policy?

Accepted Answer

You may return items within 7 days, provided the piece has not been worn. Returns are accepted only if the item remains in unworn condition, with its original packaging and any protective materials that came with it.

Because jewellery hygiene and security matter, we’re strict about the “not worn” requirement. If you want to confirm whether your situation qualifies before sending anything back, reach out with details and we’ll guide you.

Question 2

What if my jewellery arrives damaged or incorrect?

Accepted Answer

If your jewellery arrives damaged or not as expected, contact Vienna Jewellers immediately and include clear photos of the item and packaging. This helps us quickly identify the issue and determine the correct solution.

We’ll review whether the problem is related to transit damage, a manufacturing fault, or a mismatch. From there, we’ll provide guidance on repair, replacement or next steps based on what’s appropriate for your specific situation.

Question 3

What is your jewellery warranty coverage?

Accepted Answer

Vienna Jewellers offers a 6-month warranty that covers manufacturing faults. This includes issues caused by how the piece was made, for example problems related to construction, setting integrity due to manufacturing error, or similar workmanship defects.

The warranty does not replace the need for proper jewellery care. Normal wear and damage caused by misuse, accidents, chemical exposure or improper cleaning is not considered a manufacturing fault. If you’re unsure whether a specific issue is covered, send photos and we’ll assess it.

Question 4

How should I care for gold, platinum and natural stone jewellery?

Accepted Answer

To keep your jewellery looking its best, avoid contact with harsh chemicals such as cleaning agents, bleach, strong perfumes and chlorine. Put jewellery on after applying lotions or sprays, and remove it before swimming or heavy cleaning.

For natural stones and precious metals, gentler care protects shine and setting security. Store pieces separately to prevent scratches and avoid rough surfaces. If you want care instructions specific to your Vienna Jewellers product, for example for rings, earrings or particular stone types, we can provide recommendations for the exact item.

Question 5

Do you offer ring sizing?

Accepted Answer

Yes. Vienna Jewellers will size your purchased ring. If the size needed is known, we will size the ring to the desired size. Please note that ring sizing may take a few days before we can ship the ring to you.

Question 6

Can you resize my ring after purchase?

Accepted Answer

Ring resizing may be possible depending on the design and how the stones are set. Some rings with certain stone arrangements can be resized while protecting the setting, but others may require more careful work or may not be recommended for resizing.

If you’re considering resizing, contact Vienna Jewellers with the product name and your current size. We’ll confirm feasibility and share a clear process and expectations so you’re not left guessing.

Question 7

Can I track my jewellery delivery?

Accepted Answer

Yes. With our hand-to-hand courier service, your delivery is handled as a high-value shipment, and tracking information is provided where available by the courier process. This lets you monitor progress and plan for a safe handover.

If you have delivery timing concerns, contact Vienna Jewellers and we’ll assist with courier coordination using the dispatch details.

Question 8

Is my jewellery delivery insured?

Accepted Answer

Yes. All Vienna Jewellers deliveries include insurance. This is built into how we ship items across South Africa, giving you additional security for the full journey from us to you.

Because jewellery value matters, we also use hand-to-hand courier delivery to reduce risk and improve tracking and accountability during transit.

Question 9

How fast do you deliver, and is delivery free in South Africa?

Accepted Answer

Delivery is free of charge throughout South Africa using our hand-to-hand couriers. Your delivery is insured, and we treat the shipment as a high-value item from dispatch to handover.

Delivery timing depends on the product, including whether it is ready-to-ship or made-to-order. Please allow an average of 2–3 days for delivery of your Vienna Jewellers piece. Should you require your purchase by a specific date, such as a birthday, anniversary or proposal, contact us so we can confirm the safest delivery plan and do our best to have your item delivered by the requested date.

Question 10

What metals does Vienna Jewellers use?

Accepted Answer

Vienna Jewellers offers fine jewellery in yellow gold, rose gold and white gold. Some pieces are manufactured in 9ct, 10ct, 14ct and 18ct gold, as well as platinum. Each piece is made from the metal type and purity listed on the product page, so you know exactly what you’re purchasing.
Because jewellery is worn close to the skin and comes into contact with daily activities, we also consider durability and finish. If you’d like guidance on which metal is best for everyday wear, allergies, or a specific style, such as engagement rings or fashion jewellery, contact us and we’ll help you choose.

Question 11

Are Vienna Jewellers’ gemstones and diamonds natural?

Accepted Answer

Yes. Vienna Jewellers only uses natural stones, including natural diamonds where applicable. Every product listing specifies the stone type, and we ensure the description matches the jewellery you’ll receive.

Natural stones have natural variation. This is part of what makes each piece unique. Colour, clarity and pattern differences can occur from stone to stone, especially with gemstones, and we set expectations transparently so you know that the piece you receive will be natural and distinct, not mass-matched.

Question 12

How does Vienna Jewellers ensure stone quality before setting?

Accepted Answer

Before a stone is set, we source stones that meet the criteria for the specific design and desired overall look. Our goal is consistency in the finished outcome, including how the stone appears in colour, sparkle and presence, while keeping within the natural characteristics of real stones.
If you want more detail about the stone type used in a specific product, for example how it will look in different lighting or what makes that stone category distinctive, you can request clarification for the exact item you’re considering.

Question 13

Do you provide certificates for diamonds or gemstones?

Accepted Answer

Where certificates are available or applicable to the stone type and product, we confirm what documentation is included for that specific item. Not every natural stone category supports the same type of formal certification, so we only state certificates where they truly apply.
If certification is important for your decision, tell us which Vienna Jewellers product you’re interested in and what documentation you require. We’ll confirm what’s included and what can be provided before you purchase.