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FAQ

DELIVERY 

How much does delivery cost?

Standard delivery within South Africa is R59.95 per order and international shipping for all other countries is R120.00. If your order is greater than R800 in total you will receive free delivery*

*Only in South Africa.

How long will my delivery take to reach me?

South Africa:

Please allow for up to six working days for your order to reach you (seven working days if you live in an outer-lying area) if you are based within South Africa.

International:

International parcels can take between 2 - 5 weeks, depending on whether customs in the country it is going to stops the parcel for inspection. Parcels are sent through the South African Postal Service which advises that postage takes around 2 weeks on average to international destinations. A tracking number will be provided for this service too.

What type of delivery is it?

South Africa:

Your order will be delivered by courier to your door by Fastway couriers. You will need to provide a physical address – no PO Boxes – where somebody will be able to sign for and receive the parcel during work hours on week days only.

International: 

International parcels are delivered by International Signed-for Post through the national postal service.

Can I track my order?

South Africa:

Yes, you will receive a confirmation email with your tracking number once your order has been dispatched and you can track its progress online at http://www.fastway.co.za/our-services/track-your-parcel

International:

Yes, you will receive a confirmation email with your tracking number once your order has been dispatched and you can track its progress online at http://trackmyparcel.co.za/track/sapo 

 

 Can I order your products if I live outside of South Africa?

 Yes! International parcels will be sent through the South African Postal Service and will have a tracking number. 

 

PAYMENT

What are the payment options accepted by your online store?

 Credit cards: all VISA and MasterCard credit cards are accepted.

 Debit cards: debit cards from Nedbank, ABSA and Standard Bank that use the payD mobile phone payment platform on MTN and Vodacom networks are accepted.

 Instant EFT: South African bank account holders who bank with ABSA, Nedbank, FNB and Standard Bank can pay via the Instant EFT option which is powered by the secure Payfast payment engine. This is a faster and easier payment method, and does not require you to email proof of payment as we receive automatic confirmation.

EFT / bank deposit: You can do an EFT or bank deposit directly into our bank account. Simply select the ‘Bank Deposit’ option on the payment drop down menu in your check out and make the payment to the following bank account:

            Account name:    The Eden Group (pty) Ltd

            Bank:                    First National Bank

            Account number: 62471003344

            Branch number:   200410

 Please use your name and surname as your reference and email proof of payment to info@theedenshop.com

Your order will only be processed once proof of payment has been received and your items will only be held in your basket for 24 hours after placing your order. If we do not receive your proof of payment within 24 hours of placing your order, we cannot guarantee immediate availability of your item(s).

How are your payments processed?                                                                   

We use the secure and trusted payment gateway Payfast to process all our online shop payments. If you select the Payfast option in our shop’s check out process, to pay by credit or debit card and Instant EFT, you will be automatically redirected to the Payfast website to securely complete your payment.

Alternatively you can select to make a manual EFT or bank deposit directly into our bank account, whereby you would be required to email us proof of payment within 24 hours of placing your order.                                                                        

JEWELLERY PRODUCTS

What is your jewellery made from?

We work with a number of materials and produce costume jewellery as well as fine sterling silver pieces. Every item will have its specific materials listed in the information box on its product page in the online shop.

The metals used in our costume jewellery are alloy bronze and/or brass mixtures that are plated in a silver or gold tone colour.

Our sterling silver jewellery is the standard 925 metal.

Why does my item look different to the picture featured on the online store?

Because over 80% of our product range is hand-made locally (products made by hand will be identified as such in their product listings in the shop) each piece is somewhat unique and there may be very slight variations in the shape and size of items. Gemstones, natural stones and crystals may vary in colour shade, size and shape. For all our jewellery products the details provided are the general and approximate average specifications – we always do our very best to remain accurate and true to the images shown online.

How do I care for my jewellery purchase?

Most jewellery will tarnish with time – whether it’s sterling silver, silver plated or a metal alloy. How quickly this happens will depend on the metal type, environmental factors, your skin type and how you care for your jewellery. There are however many ways to minimise, delay and remove tarnishing.

How to wear my jewellery:

You should always remove any type of jewellery – no matter the metal type – before doing any of the following:

  • Using any household cleaning supplies
  • Cooking with mustard, onions, eggs, or any other foods that contain sulphur
  • Sunbathing or excessive exposure to direct sunlight
  • Swimming
  • Exercising or any activity that causes you to sweat
  • Spraying hairspray and perfume
  • Putting on lotion and makeup.

How to best store your jewellery:

Oxygen in the air will tarnish metals so properly storing your jewellery will help minimise that oxidation as well as prevent scratches, dust and dirt from forming. Here are some storage tips:

  • Store individual pieces separately
  • Store each piece in an airtight bag
  • Store in an area with low humidity
  • Keep clasps/closures unhooked
  • Place a packet of silica or a piece of chalk in the storage bag.

Sterling silver care:

If properly cared for, the shine and colour of sterling silver items can be easily revived once they have tarnished by cleaning or polishing them. Wearing and storing your sterling silver correctly will also go a long way to maintaining the shine and preventing discolouration.

  • Simply polishing your silver works well when the tarnishing is not too severe. Silver is soft and can become scratched easily so it’s best to use either a special silver cloth to polish your items or a cotton/micro-fibre/flannel soft and nonabrasive cloth.
  • Do not use paper towels or tissues to polish your jewellery as they contain fibres that can scratch the silver.
  • When polishing, use long back-and-forth motions that mirror the grain of the silver. Do not rub in circles as this will magnify any tiny scratches. Also, change to a different section of your cloth frequently to avoid placing tarnish back on the silver. You can use an ear bud to get into small, detailed areas.
  • We recommended using unscented soap and warm water to wash your sterling silver jewellery as this is the gentlest and safest way to do so. Make sure you dry the items immediately after washing them to prevent water-mark stains forming.
  • Not all methods of cleaning work for all types of silver jewellery. You should not, for example, ever clean jewellery with pearls or opaque gemstones (e.g. turquoise, opal, onyx) with chemicals, as this could cause serious damage to these softer stones. Give these pieces a very brief rinse if they become too dirty.
  • Even for jewellery with clear gemstones (e.g. blue topaz, amethyst, garnet), take special care when using a silver cleaner as the chemicals could lodge under the gemstone settings or loosen any glue. 
  • As a rule of thumb, stay away from commercial cleaners and dips for sterling silver as they can remove the anti-tarnish layer and ultimately harm the jewellery.

Silver-plated care:

  • You can softly and lightly polish silver-plated items with a damp, non-abrasive cotton/micro-fibre/flannel cloth to restore shine and remove dust and dirt.
  • Be very careful when polishing as excessive rubbing can remove the plating (depending on the thickness) and leave pieces worse than when you started.
  • Keep plated jewellery away from hard surfaces as bumps and scratches will cause the plated layer to wear away faster.

Alloy metals / ‘costume jewellery’ care:

Costume jewellery, i.e. jewellery that is made from alloy metals and not precious metals such as sterling silver, is naturally more susceptible to environmental factors causing discolouration and as such the plating and finishes of such jewellery can fade from wear and tear over time, so it’s especially important to take care when wearing and storing costume jewellery. For example, if you have very acidic skin, perspire a lot or live near the ocean and its salty air, your costume jewellery will most probably not fare well. If you have eczema or very sensitive skin, there’s a possibility you may have an adverse reaction to costume jewellery metal such a rash or green mark forming on your skin after wearing the item.

Here are some tips to help prevent the above and preserve your jewellery made from alloy metals:

  • Coat your costume jewellery – the metal only – with one or two layers of clear nail polish to prevent the top layer of metal colour wearing off
  • Do not shower, swim or exercise while wearing costume jewellery
  • Make sure your costume jewellery doesn’t come into contact with perfume, lotion, cleaning products, chemicals, sweat, excessive heat and sunshine
  • Wipe costume jewellery with a soft, clean cotton cloth as soon as you remove it. The goal is to remove any oil, salt or acid contaminants and to dry the piece.

Precious stone and crystal care:

  • Never remove jewellery by pulling on the stone as this may result in a loose, and later lost, stone.
  • Store each piece of gemstone jewellery separately so that harder stones don’t scratch softer ones. Almost every gemstone is harder than the metal it is set in and can scratch the finish on your metal jewellery if you throw your jewellery in a heap in a drawer or jewellery box.
  • To clean transparent crystalline gemstones, simply soak them in water with a touch of gentle dish soap. Use a bowl of water rather than the sink to eliminate the risk of anything going down the drain. If necessary, use a soft cotton cloth to scrub behind the stone. Rinse the soap off and pat dry with a lint-free cloth (you want to make sure threads won't catch on the prongs of any stone settings). Do not use chemicals to clean precious stones.

Pearl care:

  • Pearls are very soft and can get scratched easily if not stored separately. Keep your pearl jewellery in a fabric-lined box or bag.
  • Your skin produces acids that can harm your pearls, so if worn regularly pearls should be wiped down with a soft, slightly damp cloth after every wearing.
  • You can use a drop of olive oil on your cleansing cloth to help maintain your pearls’ lustre.
  • Pearls can be damaged by chemicals and intense heat. Only use jewellery cleaners that are clearly marked safe for pearls. Never use ultrasonic cleansers, dish or washing detergents, bleaches, baking soda or ammonia based cleansers. Never use toothbrushes or any other abrasive materials to clean your pearls
  • Always take off your pearls before using any cosmetics, hair spray, or perfume and avoid heat and dry air because both can cause pearls to turn brown, dry out and crack.

How does your sizing work?

Usually, one size fits all. Most of our necklaces and bracelets feature extension chains of 3cm - 7cm allowing you to customise the length of your jewellery item to suit you perfectly. As a general rule of thumb our necklaces are between 42 – 45cm in length (without the extension chain) and our bracelets are around 15cm long (without the extension chain). Sizing details for each specific item will be listed in the details box on each product page. Please note that the listed sizes are approximate and may vary by a couple of millimetres.

What if I think my wrist or neck is too big/too small for your sizing?

Our items generally fit most body types as most are adjustable in size, however if you have concerns that our sizing may not be right for you please email us at info@theedenshop.com as we may be able to tailor-make your item to your specific size requirements.

GENERAL

Is it safe to shop on your website?

Absolutely. Our website has an SSL certificate and is PCI compliant, meaning your account details are 100% secure. We accept payments through the Payfast secure gateway platform. Find out more about Payfast.

Where else can I find Eden Jewellery?

Eden jewellery, along with our stationery range Eden Art, is stocked in over 30 retailers throughout South Africa who carry various different ranges of our products. This list is constantly growing so to find out about stockists in your area, contact us at info@theedenshop.com 

Though we don’t have our own physical Eden storefront, we do have some Eden retail spaces within design stores located in Cape Town where you can find many of our products. They are:

We also take part in many pop-up shop events, trade shows and seasonal fairs around the country throughout the year, so to stay informed of these events like our Facebook page.

*Please note that our online store is the only place you will find our full range of jewellery products, the above-mentioned stores only carry certain ranges and we cannot guarantee stock availability at these retailers. Prices will vary at different retailers.

I forgot my password! What do I do?

At the login page, simply click on the “forgot your password” link, after which you’ll be asked to enter your email address. Once you have submitted this, you will receive an email with a link to reset your password.

What is your return and exchange policy?

If you are unhappy with your jewellery item we are happy to exchange your item for another one of the same value, provided:

  • The item has not been opened or worn and is still in its original packaging
  • You contact us at info@theedenshop.com within seven days of receiving your order to let us know you will be returning an item
  • We receive your returned item by trackable delivery within 14 days of you receiving your order
  • You pay for the return postage and the postage of the new item being sent back to you.

The Eden Shop does not issue refunds.

How do I go about exchanging something?

Should you want to exchange an item, you should notify The Eden Shop by email at info@theedenshop.com within seven days of receiving your order. In this email, include the reason why you would like to exchange the item, as well as what item from our shop that you would like us to exchange it for. We will need to receive your returned item within 14 days of you receiving your order and you will need to arrange return postage via a trackable delivery service and notify us of the tracking number. We will bill you for postage of the new item being sent back to you.

If you live in Cape Town you are welcome to forgo the return postage fees by returning your item and collecting your new one in person at our workshop in the northern suburbs – please contact us to make such arrangements.

Do you do custom/bespoke orders?

Yes we do. There is a minimum order requirement as we do not do one-piece bespoke pieces, but please get in touch at leigh-anne@theedenshop.com and we’ll gladly discuss your requirements with you.

I have a retail store - can I sell Eden Jewellery in it?

Yes. If you like what you see on our website and are interested in stocking our products in your store, please visit our wholesale page to find out more.

 

If you have any questions that weren’t answered in the above, please don’t hesitate to contact us at info@theedenshop.com – we will be happy to assist in any way possible.