Frequently Asked Questions (FAQ) – Kora Jewellery

Orders & Processing

When will my order be processed?

We process orders from Monday to Friday. Orders are usually processed within 1 to 3 business days after we receive your order, and dispatch normally happens the following business day. Please note we do not dispatch on weekends or public holidays.

How long will it take for my order to arrive?

After processing (1–3 business days), delivery usually takes 8 to 10 business days, depending on your location within South Africa. Remote or outlying areas may take slightly longer.

Returns & Exchanges

What are the return conditions?

You can return your order within 30 days of receiving it, without giving a reason. Items must be unworn, unused, and in resellable condition, with all original tags and packaging. Returns on giveaway items, custom jewellery or special promo items may not be accepted. Shipping costs are non-refundable.

Who pays for the return shipping?

The customer is responsible for the return shipping costs. This amount can vary depending on the courier and the area you are sending it from. Please contact us first to receive the correct return address and instructions.

How long does an exchange take?

As soon as we receive your returned item and confirm the condition, we will start processing the exchange. In most cases, exchanges are finalised within a few business days.

What happens if the product I want for the exchange is out of stock?

Please contact our customer service team. We will let you know when the item is back in stock or help you choose a suitable alternative.

What if I want to return my order after the return period has passed?

Please reach out to us anyway. Depending on the situation, we may be able to offer an exchange or store credit.

Damaged / Incorrect Items

What should I do if I received a damaged or defective product?

Please email us within 24 hours of receiving your parcel and include:

• Clear photos of the issue
• Your order number
• A short description of the problem

Send it to: support@kora-jewellery.com. Our team will get back to you as soon as possible.

My order is incomplete. What should I do?

Some orders may be sent in more than one parcel if items come from different warehouses. If one item has arrived, the remaining items should arrive within 1–3 business days. If they don’t, please contact us.

Refunds

How long does a refund take?

After we receive and inspect your return, refunds are normally processed within up to 10 business days. Depending on your bank, it can take an extra 2–3 business days to reflect in your account.

Orders & Information

Where can I find my order number?

Your order number is in the confirmation email we sent you right after your purchase. If you can’t find it, just email us and we’ll look it up for you.

Product & Materials

Is the gold real/solid gold?

No. Unless the product description clearly says “solid gold” or shows a specific gold purity (for example 9k, 14k, 18k), the word “gold” on our website refers to the finish / colour / plating of the jewellery, not to the whole piece being made of solid gold.

Is the silver sterling silver?

Only when the product description says “925 sterling silver”, “solid silver” or an equivalent purity. If it just says “silver” or “silver colour”, it refers to the colour/finish, not to the core material.

What are the pieces made of then?

Some of our jewellery is made from base metals (such as stainless steel, brass or alloy) and then finished with a gold- or silver-coloured layer to achieve the look shown in the photos. This is very common in fashion jewellery.

Can I confirm the exact material before I buy?

Yes, of course. If you need to know the exact base metal or plating of a specific item, email us at support@kora-jewellery.com with the product name or link and we’ll confirm it for you before you place your order.

Still need help?

Email us at support@kora-jewellery.com – we’re happy to help.