• What payment methods do you accept?
  • Can I place an order without creating an account?
  • Can I return or exchange an item?
  • Do you sell gift vouchers?
  • Where is my refund?
  • Where is my order confirmation?
  • How do I return an item?
  • Why has my order been canceled?
  • How do I cancel my order?
  • My order has arrived but it’s not as I expected. What can I do?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?

Payment

What payment methods do you accept?

We accept the following Payment Methods: MasterCard, EFT, American Express, Payflex, Visa, and Zapper. We only start the order process once payment has been arranged. A Sales agent will get in contact with you to discuss the process going forward and the turnaround time either via e-mail or telephonically. If you need any urgent contact please feel free to e-mail sales@kays.store or ask on chat.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit Click here to Register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@kays.store just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@kays.store, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online. Please notify us of this and we will either supply additional discount on delivery or merge the order as one delivery.

When will my order arrive?

Orders that require shipping within South Africa will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of South Africa may take up to 31 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We deliver primarily within South Africa. If you do not live in South Africa we can process the order. You will be liable to organise couriers from your location as we take no responsibility or duty in the transit of jewellery from South Africa into your country. Note that heavty import tax will await you at collections.

How much is shipping?

Shipping costs depend on whether you will pick up from our store or request shipping to your location. We charge a fee for delivery for orders under R3000. The delivery fee is based on courier costs with insurance.

Feel free to open communication with us at sales@kays.store if you want to organise your own couriers. Please note that we take no responsibility for items shipped via this option and will share more details about it once the conversation is opened.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. If you’re unsure about ring sizes, we recommend checking out our ring sizing page.

How do I return an item?

Please contact our customer service team via sales@kays.store. Providing the return is within the 14-day cancellation period please return the item to us either within personal capacity or with couriers. Please let us know the details and tracking details of the return if you do use couriers to return the item.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via Sales@kays.store with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Misc

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of R1000 up to R100 000.