Terms & Conditions

Cancellation of Orders

Cancelled orders on the e-commerce facility will be refunded after deduction of a 10% charge for administration costs.

The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.

Any complaints regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to info@fromtheheartsilver.co.za.

Payment Options

Payment may be made via Visa or MasterCard or by bank transfer into the Provider’s bank account, the details of which will be provided during and after checkout.

CREDIT CARD ACQUIRING & SECURITY

Credit card transactions will be acquired for the Provider via Payfast (Pty) Ltd. Payfast uses Extended Validation SSL with 256-bit encryption. Only two of the four major South African banks use this high level of encryption currently available. Users may go to www.payfast.co.za to view their security certificate and security policy.

CUSTOMER DETAILS SEPARATE FROM CARD DETAILS

Customer details will be stored by the Provider separately from card details which are entered by the client on Payfast’s secure site. For more detail on Payfast please refer to www.payfast.co.za.

Deliveries

ORDER PROCESSING & DELIVERY

From The Heart offers 2 options for delivery to the address provided:
– Courier (2-3 working days) – R75.00
– Local Pickup from our premises in Nahoon, East London on Monday, Wednesday and Friday from 10am to 1pm.

Free shipping on orders over R650

From receipt of payment to product, dispatch takes 3 – 5 working days. During special occasions such as Christmas season and Valentine’s Day this may be extended by two working days due to the high volume of orders. Orders are then handed over to the courier company for delivery.

PUBLIC HOLIDAYS: Please note, that orders will not be processed, dispatched or delivered on a public holiday. A public holiday will delay the delivery of your order by at least one day.

IMPORTANT: Please allow 3 – 5 days processing time for your order before it is dispatched.

TRACKING NUMBER

Tracking numbers will be emailed to our customers once we have handed your package over for delivery.

DELIVERY ADDRESSES

Please note that Courier delivery to PO Boxes is not possible. We will also not be held responsible for incorrect delivery details supplied when checking out. Please note that if you select our courier option, somebody will need to sign for the parcel.

Returns & Refunds

Standard Return Policy

There are a few things to keep in mind when returning jewellery you purchased online from From The Heart:

  • You have 10 calendar days to return an item from the date you received it.
  • Items have to be in their original condition, as when they were handed over to the respected courier / shipping service.
  • Item needs to be returned with original packaging.
  • Any items that have been personalised, custom made or assembled cannot be returned.
  • You will need to state the reason for your return and a picture of your jewellery will need to be taken and sent to info@fromtheheartsilver.co.za before shipping.
  • For hygiene reasons any piercings such as earrings cannot be returned.
  • Please pay attention to chain length before purchasing.

Damaged Items

In the unlikely event that items are delivered defective from From The Heart and there is no clear damage to the item from the courier company, you will need to take pictures of your items within 24 hours of receiving your goods. Pictures of your defective item will need to be sent to info@fromtheheartsilver.co.za. If the items are delivered defective, From The Heart will refund you your full amount or replace the items that you ordered. If the items are not reported defective within 24 hours of receiving them, then we will not be able to refund or exchange your order. Courier costs on damaged or defective goods will be covered by From The Heart.

How to return your items

Returns expense will be covered by the customer.
Contact us at info@fromtheheartsilver.co.za to arrange.

Refunds & Exchange

Items can be exchanged for their initial purchase value, if there is an item you wish to have that has a higher value, you can pay the difference.
Refunds will be done via EFT, once we have accepted the item for a refund, customers will have to send us their banking details.

Privacy Policy

What personal information do we collect from the people that visit our website?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.

When do we collect information?

We collect information from you when you register on our site, place an order, subscribe to a newsletter, respond to a survey, fill out a form, Use Live Chat or enter information on our site.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

  • To personalize user’s experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To improve our website in order to better serve you.
  • To allow us to better service you in responding to your customer service requests.
  • To administer a contest, promotion, survey or other site feature.
  • To quickly process your transactions.
  • To send periodic emails regarding your order or other products and services.

How do we protect visitor information?

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.

We use regular Malware Scanning.

Contact Us

Feel free to contact us via the form below. Alternatively, you can WhatsApp Sandra-Lee on 083 227 0133

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