Refund policy
At Marzipan Jewellery, we create slow-made, handcrafted pieces with great care. We hope you love your jewellery, but if something isn’t quite right, please read our return policy below.
1. Returns (Retail Orders)
We accept returns on full‑price retail items within 14 days of delivery, provided that:
- Items are unworn, unused, and in their original condition
- All original packaging is included
- Items show no signs of wear, damage, or alteration
Returns requested after 14 days unfortunately cannot be accepted.
2. Return Shipping
- Customers are responsible for paying return shipping upfront when sending items back to us
- A flat return shipping rate of R85.00 applies to approved retail returns within South Africa
- The R85.00 is paid directly by the customer at the time of return shipment and is not refunded
Important note:
The flat-rate return shipping applies to retail orders only and is intended for standard retail-sized parcels. Returns that exceed normal courier size or weight (for example, bulk quantities) may incur higher shipping fees, which will be for the customer’s account.
3. Wholesale Orders
Wholesale orders are final sale and not eligible for returns or refunds, except in the case of damaged or incorrect items received.
This is standard practice within the jewellery and wholesale industry, as wholesale pricing already reflects reduced margins and bulk handling.
If a wholesale order arrives damaged or incorrect, please see Section 6 below.
4. Sale Items
Items marked as Sale are not eligible for return or refund, unless the item arrives damaged.
5. Refund Method – Store Credit
Once a returned item has been received and inspected, approved returns are issued as store credit to your Marzipan customer account.
- Store credit is issued after the returned item arrives back with us
- Store credit never expires
- Credit can be used on any future purchase at www.marzipan.co.za
- Original shipping costs and return shipping costs are non-refundable
We do not offer cash or card refunds for change-of-mind returns.
6. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
This applies to both retail and wholesale orders, including international orders.
Email: info@marzipan.co.za
Please include:
- Your order number
- Clear photographs of the damaged item and packaging
If approved:
- We will cover the return shipping costs (where applicable)
- You will receive either a replacement or store credit, depending on availability and your preference
7. Non‑Returnable Items
The following items cannot be returned:
- Final sale items (unless damaged)
- Custom or made‑to‑order pieces
- Wholesale orders (unless damaged or incorrect)
- Items returned worn, altered, or without original packaging
8. How to Request a Return
To request a return, please email us at info@marzipan.co.za within 14 days of delivery.
Returns sent back without prior approval may not be accepted.
9. European Union 14‑Day Cooling‑Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without providing a justification.
To be eligible:
- The item must be in the same condition as received
- It must be unworn or unused, with all original tags attached
- It must be returned in its original packaging
- Proof of purchase is required
Customers are responsible for all return shipping costs back to our studio:
Marzipan Jewellery
1 Church Street
Ladismith
Western Cape
6655
South Africa
Once the item has been received and inspected, an approved return will be issued as store credit, in line with our refund method below.
10. Refunds
We will notify you once we’ve received and inspected your return and let you know whether the return has been approved.
If approved:
- You will automatically receive a refund in the form of store credit to your Marzipan customer account
- Store credit is issued after inspection and confirmation
- Store credit does not expire and can be used on any future purchase
Original shipping fees, duties, taxes, and return shipping costs are non‑refundable.
11. Policy Fair Use
We reserve the right to refuse returns that show signs of wear, misuse, damage, or repeated return behaviour that falls outside the spirit of this policy.
If you have any questions, we’re always happy to help. Thank you for supporting slow‑made, handcrafted jewellery.
With care,
Marzipan Jewellery
Marzipan Jewellery is a trading name of Marzipan Collective (Pty) Ltd, registered in South Africa.