Policies

ORDER PROCESSING

Good things take time! Please allow us 3 - 4 business days to package your piece(s).

This does not include the time that it takes to ship your package.

If we have any issues with processing your order, we will always attempt to contact you via the email provided at check-out.

SHIPPING

Shipping lead times will vary on whether you are in a main centre or regional area. We make use of Aramex as our primary courier, Postnet and Pudo can be arranged upon request. Shipping lead times are outside our control.

Collections are made by appointment only. 

For international orders outside of South Africa, the customer is responsible for all applicable customs/duties fees. 

We are not responsible for undeliverable packages due to incorrect mailing addresses. Please make sure that you provide your correct mailing address. Customer is responsible for all shipping fees to ship back out if a package were to be returned to us.

RETURNS, EXCHANGES AND CANCELLATIONS

All sales (online + in person) are final. Custom, commissioned pieces cannot be returned or exchanged.

Order cancellations are allowed up to 24 hours after order is placed online. To cancel, please email natasha@novafirejewellery.co.za with your order number.

Domestic exchanges are accepted up to 2 days after your order has been marked delivered. Piece(s) must be returned in the condition that they were sent in. Customer is responsible for the R200 shipping fee. To start an exchange, email natasha@novafirejwellery.co.za.

All international orders are final, no returns or exchanges. 

REPAIRS

We understand that accidents can happen. Please feel free to reach out to us if you are needing repair on a Nova Fire piece. Must be within 90 days of you receiving your piece. Customer is responsible for the R200 shipping fee. To request a repair, email natasha@novafirejwellery.co.za.

GENERAL QUERIES OR FEEDBACK

We would love to hear from you. To reach us, email natasha@novafirejwellery.co.za.