Q: What is your shipping policy?

Domestic Shipping: All domestic orders are shipped via The Courier Guy. Overnight shipping is provided for all major city centers. Please note that outlying areas may experience longer delivery times due to limited servicing options. All deliveries require a signature. Once your order has been shipped, we will send a tracking number for easy monitoring. Domestic shipments are delivered Monday to Friday. We do not dispatch orders on Fridays. International Shipping: International orders are shipped via DHL Express Worldwide. Please be aware that we do not cover the cost of international taxes and duties.

Question 1

How do I book a consultation?

Accepted Answer

Write a clear and concise answer to guide your customers.

Question 2

How long does a custom project typically take?

Accepted Answer

Our turnaround time for custom projects is based on a number of factors - the amount of CAD revisions, complexity of the custom pieces, and client stone approvals - but is typically around 3-6 weeks from initial deposit payment.

Question 3

Where are you based?

Accepted Answer

Our studio is based in Johannesburg, South Africa. While we call this vibrant city our home, we're delighted to extend our services worldwide through international shipping.

Question 4

I'm not based in the same city/country. Can we still work together?

Accepted Answer

Yes, of course! We are happy to correspond via email, Google Meet and Whatsapp. Once we have an idea of the kind of gemstones you’re interested in, we will source a variety of suitable options and send you descriptions, images and videos. With regards to payment, we usually send a money request via PayPal and 5% is added for transfer fees. DHL handles all our shipping, which normally takes up to one week and costs R1000. Please note that you will be liable for any import tax charges and any additional insurance charges.

Question 5

How will I know what my custom piece looks like before it is finished?

Accepted Answer

During our consultation, we'll explore various design options for your ring. Once we've narrowed it down to one design, we will proceed to create a 3D rendering, giving you a clear visual of how your ring will look upon completion. Please be aware that this process includes one design iteration at no extra cost. Should you wish to explore additional designs beyond the initial iteration, there will be an additional fee of R800 per design.

Question 6

When will I receive my order?

Accepted Answer

Thank You for choosing Henriette Botha, we appreciate your support! Most of our jewellery is made-to-order pieces, which means that when you place your order we will begin production on your piece(so it's brand new!).

We offer complimentary economy shipping (2-3 days) on all orders and overnight shipping on orders over R3000.
For ready to ship pieces, please allow 1-2 business days for processing, in addition to shipping time.
For made-to-order pieces, lead time is 12 - 15 working days (wedding & stacking rings, necklaces, earrings and bracelets).
For engagement and custom designs, lead time is 3-6 weeks, depending on the complexity of the design.

There may be processing and shipping delays during peak and holiday seasons.

Question 7

What is your shipping policy?

Accepted Answer

Domestic Shipping:

All domestic orders are shipped via The Courier Guy.
Overnight shipping is provided for all major city centers.
Please note that outlying areas may experience longer delivery times due to limited servicing options.
All deliveries require a signature.
Once your order has been shipped, we will send a tracking number for easy monitoring.
Domestic shipments are delivered Monday to Friday. We do not dispatch orders on Fridays.

International Shipping:

International orders are shipped via DHL Express Worldwide.
Please be aware that we do not cover the cost of international taxes and duties.

Question 8

Do you ship internationally?

Accepted Answer

Yes we do!

DHL handles all our international shipping, which normally takes up to one week and costs R1000. Please note that you will be liable for any import tax charges and any additional insurance charges.

Question 9

I live in Johannesburg. Can I pick up my order?

Accepted Answer

Yes, we do offer studio collections.

Please email info@henriettebotha.com to schedule a pick up.

Question 10

What is your exchange/return policy?

Accepted Answer

Unless otherwise noted, unworn line item jewelry and ready-to-ship one of a kind jewelry may be exchanged within 10 days of receiving the item(s) for store credit, with a deduction of: 10% restocking fee + shipping costs.

Henriette Botha does not issue refunds for any orders.

Henriette Botha does not issue refunds, store credit, or exchanges for custom jewellery.

To initiate a return, please email info@henriettebotha.com. Please note that return shipping cost will be the client’s responsibility, although Henriette Botha can facilitate providing an insured label. Store credit will be available once the piece is returned to Henriette Botha and inspected.

Question 11

What if I don't know my ring size?

Accepted Answer

Not to worry! If you include a note with checkout, we'll send you a ring sizer before we get your jewelry into production. (Please note, this may add to your lead time.)

If you'd like to confirm your size before ordering, we recommend either popping into a local jeweler to get sized or ordering a ring sizing tool on our website here.

Question 12

Can you resize my ring after I receive it?

Accepted Answer

We provide one complimentary resizing per ring for our clients. If you need further resizing, please email info@henriettebotha.com for a quote and shipping instructions.

Some of our jewellery cannot be resized after purchase, so be sure to confirm your size beforehand. Any jewelry that cannot be resized or has limitations with resizing will be noted in the product description.Please note that resizing jewellery too many times could affect the integrity of the piece.

Resizing your Henriette Botha piece at a local jeweller voids the Henriette Botha warranty.

Question 13

Do your pieces have a warranty?

Accepted Answer

Craftsmanship Warranty
Henriette Botha guarantees against all defects of materials and craftsmanship of our jewellery, but it does not cover normal wear and tear, neglect, or accidental damage. Normal wear and tear would be considered scratches or dents in metals and softer stones, flattened/worn prongs, etc.
We recommend having your jewellery inspected every six months to 1 year to keep it in good condition.
Please be mindful that it is important to add fine jewellery to your home insurance; this will protect against loss, damage or theft of jewellery.
Should repairs be needed, it is the client’s responsibility to ship the piece(s).

Stone Warranty
We will replace melee diamonds within the first 6 months (2mm and smaller) free of charge. Should there be damage to the piece (missing prong, etc), Henriette Botha will replace the diamonds/stones at cost to the client. Other stones (emeralds, pearls, opals, other colored gemstones, etc) can be replaced at cost + shipping to the client. Please be mindful that opals have a similar hardness to a wine glass and can easily crack or chip if they are not cared for properly. Emeralds are considered a brittle stone and can chip as well. Center stones are not under warranty; please insure your piece.

Full assessment for Craftsmanship and Stone Warranties must be completed by Henriette Botha Studio - not a third party source. If you have any questions please contact info@henriettebotha.com.

Question 14

Do you provide repairs?

Accepted Answer

We guarantee the integrity of our own work, and will go above and beyond to ensure our customers are thrilled with their experience. Please use our online Repair Request form to get started.

We do not offer repair service on other jeweler’s or designer’s work. See more repair info on warranty question above.

Question 15

Do you provide appraisals?

Accepted Answer

We offer complimentary appraisals for engagement and wedding rings that we have manufactured.

For all other items, we provide valuations at a rate of R300 per piece. If you require us to appraise an item that we did not create, there will be a charge of R750 or more, depending on the complexity of the piece.

Question 16

What metals do you use?

Accepted Answer

Our fine jewelry is primarily made out of Gold (Yellow, White & Rose) & Platinum. We offer 9k gold across the board with 18k gold and platinum as an option to upgrade for our engagement and wedding rings.

Question 17

Do you source stones?

Accepted Answer

Yes! Who doesn’t love a good treasure hunt? We have our own internal QA team and we work with fully vetted/trusted partners.

Question 18

Will you work with a stone I sourced myself?

Accepted Answer

At this time, we only work with heirloom stones and stones that we source ourselves and unfortunately don't accept client-sourced stones.

For sentimental reasons, we occasionally reset heirloom diamonds. The heirloom piece will be inspected first. Generally we don't reset smalls, only form 0.20ct and up, providing that the stones are in good condition. Any old metal will be sent in for refining, in order for us to work with a pure alloy. You therefore get a credit on your manufacturing.

Question 19

Do you work with diamond alternatives?

Accepted Answer

We are able to source lab grown diamonds, but we do not work with moissanite or any other diamond alternatives.

Question 20

Can I bring my old jewellery and have it remade?

Accepted Answer

Please be aware that we cannot reuse your existing gold. Instead, we will identify the metal type and weigh it to credit its value according to the daily gold price. A 20% deduction is applied to cover refining expenses and shrinkage

Question 21

How do I care for my jewellery?

Accepted Answer

We recommend removing your jewellery before doing any strenuous activities, including working out, cleaning or gardening. Gold is a softer metal, so be mindful when lifting heavy items or wearing your jewellery when interacting with chemicals. To keep your jewellery in tip-top shape, we recommend having your jewellery inspected annually, as normal wear and tear (such as worn down prongs or mishapen shanks) can affect the integrity of the design. If you have any questions regarding care, don’t hesitate to reachout to info@henriettebotha.com.

We’re happy to help!

Question 22

How do I care for my gemstone jewellery?

Accepted Answer

DIAMOND & SAPPHIRE
These gemstones are known for their hardness, but still should be taken off when doing anything active or using chemicals. To maintain the gem’s natural sparkle, you can give the jewellery an ultrasonic bath and a good steam. If you don’t have access to an ultrasonic or steamer, don’t worry—using warm soapy water and a toothbrush to scrub the jewels works great!

OPAL, TOURMALINE, TOPAZ, MOONSTONE, EMERALD, SUNSTONE & ONYX
While we love these gemstones, they are a bit more delicate! Be sure to take off jewelry with these gems before cleaning with any chemicals, doing physical activities, or swimming. You can clean these gems with warm soapy water and a soft cloth,but avoid vigorous scrubbing and ultrasonic cleaners.

PEARLS
These beauties require the most care. They should be the last piece of jewelry put on when getting ready and the first to be taken off at the end of the day. Avoid using hair spray or perfume when wearing pearls. You can clean them with warm soapy water and a soft cloth.

RETURNS & EXCHANGES

Frequently Asked Questions