Shipping policy

Shipping Policy

At The Urban Jeweler, we take the utmost care in crafting, packaging, and delivering your fine jewelry safely to your doorstep. All our parcels are fully insured and trackable from the moment they leave our hands until they arrive safely with you.

1. Delivery Destinations & Methods

  • Service Area: We ship nationwide throughout South Africa. We do not currently offer international shipping or PO Box deliveries.
  • Collection: We operate strictly as an online store; local pickup or in-person collections are not available.
  • Courier Partners: Standard courier delivery is handled via The Courier Guy or RAM Couriers.

2. Processing & Production Times

Orders are processed and manufactured prior to dispatch according to the following timelines:

  • In-Stock & Ready-to-Ship Items: Standard orders take 3 to 4 business days to process, pack, and prepare for dispatch.
  • Custom & Made-to-Order Pieces: Custom designs, 3D CAD creations, and made-to-order jewelry require a production lead time of 3 to 4 weeks before dispatch, depending on design complexity.

Please note: Production and processing timelines exclude transit delivery times. Couriers do not collect or deliver on weekends or South African public holidays.

3. Shipping Rates & Free Shipping

Order Value

Shipping Cost

Orders under R2,000

R 130.00 flat rate

Orders over R2,000

FREE nationwide shipping

4. Tracking & Delivery Security

  • Tracking Information: Once your collection is confirmed with the courier, you will receive your tracking number via email or SMS within 24 hours of dispatch.
  • Discreet & Tamper-Evident Packaging: For privacy and security, all orders are shipped in standard unbranded courier sleeves. Our packages feature external tamper-evident security labels so you can easily verify your parcel has remained sealed in transit.
  • Transit Insurance: All shipments are 100% fully insured during transit against loss or damage until signed for or accepted.
  • Delivery Verification:
    • The Courier Guy: A collection/delivery PIN sent directly to your phone is required to accept delivery.
    • RAM Couriers: A physical signature and formal identification (ID/Passport) may be requested upon handover.

Important: Please ensure someone is available at your chosen delivery address during standard business hours. If the courier is unable to complete delivery after multiple attempts, the parcel will be returned to us, and any re-delivery costs will be for the customer's account.

5. Delays, Damaged, or Lost Parcels

If your package appears delayed, arrives with visible outer damage, or fails to arrive within the expected timeframe:

  1. Inspect your package: Do not accept delivery if the tamper-evident seal is broken or severely damaged.
  2. Contact us immediately: Send an email to our support team with your order number and tracking details.
  3. Resolution: We will liaise directly with the courier service to investigate and resolve any issues, replacements, or claims as quickly as possible.