Questions, Questions
Have a question? Chances are, someone else has wondered exactly the same thing!
From ring sizing and shipping to jewellery care, custom designs and everything in between, you’ll find answers to our most frequently asked questions below.
Still can’t find what you’re looking for in our FAQs? Pop us an email at customerlove@janinebinneman.com, and we’ll happily help.
Online Orders
How Do I Place an Order?
- You can either search for the piece you are looking for in our website's search bar, or look under the relevant collection.
- When you find what you’re looking for, make sure you select all the relevant options from the dropdown (e.g., ring size, colour, etc.).
- Now you can click ADD TO CART. If you can’t add to cart, double-check that you have selected ALL the options from the drop-down option/s.
- Right, now you’re ready, set, go, so click on PROCEED TO CHECK OUT to complete your order.
How Do I Work Out My Ring Size?
Finding your ring size is a lot easier than you might think. And no matter which beauty you’ve got your eye on, you WANT it to fit perfectly. It’s meant to be worn, after all!
It’s simple. We’ve laid it out here: How To Find Your Perfect Fit
*A little note: We cannot be held responsible for the incorrect measurements supplied to us. If you get it wrong and we need to resize your ring, please return it to us within a strict 7-day timeframe (national shipment) or 14-day timeframe (international shipment), and we will resize it FOR FREE!
Anytime thereafter, a resizing fee will apply.
Help! I Didn’t Receive an Order Confirmation?
Once your order and payment have been processed, you should receive an automated email confirming your order.
If you did not receive this immediately, please check your spam folder. If it is not there, pop us an email at customerlove@janinebinneman.com, and we will sort it out for you!
I Had an Error at Checkout, Now What?
Please don’t stress! This happens occasionally and is usually a result of a connection timeout between our website and the payment portal.
Pop us an email at customerlove@janinebinneman.com, and we will confirm that everything is just perfect!
I Can’t Wait! How Long Will My Order Take?
Our usual manufacturing time for website orders is 2 – 3 weeks from the time we receive payment. Orders can be fast-tracked when possible, at an additional jump-the-queue fee of R250.
Our custom orders may take 4 – 6 weeks, as these are handcrafted, specifically to order.
Can I Send My Order as a Gift to Someone?
Yes, of course! Simply pop their information in the shipping details (you will need their name, address and cell number). You can even include a personalised message when you select SEND AS A GIFT. Just make sure YOUR details are entered correctly in the billing address, and THEIR details are entered correctly in the shipping address. We will never send an invoice in a parcel marked as a gift.
If you left your order a little late, you can pop us an email, and we can send your special someone a gift card letting them know a special beauty is on its way!
Oh Dear! Can I Make a Change to My Order?
We will need to know within 24 hours if you would like to make a change to your online order. The best way to do this is to email us at customerlove@jainebinnema.com or to phone the studio.
Payment Options
We value our incredible clients and their needs, which is why we have provided you with three awesome, super convenient ways to pay for and own one (or many) of our incredible pieces. You can pay via the following methods:
- Stich Payments
- PayJustNow
- Paystack
Please note that for ultimate security, you’ll be temporarily redirected away from the Janine Binneman Jewellery Design website to the secure Payment Gateway of your choice. Once you’ve completed your order securely, you’ll be directed back to our site to view your order completion.
Shipping and Delivery
We ship orders Monday to Friday during office hours, and we don’t operate on public holidays. We always deliver your purchase (s) to the delivery company in good order, and you may request that we take a photo of your jewellery piece with your invoice before we seal it in its final packaging.
Shipping Address
While we may be magical, even we cannot ship to a PO Box. We will need a physical address to ship your order.
What Does Shipping Cost?
National Shipping (South Africa): R120 For Orders Under R1800.
Free Shipping For Orders Over R1800.
International Shipping: $55 Shipping Fee.
*A little note: You are responsible for import duties related to international shipping.
How Safe Is the Courier Service?
We only use reputable companies for our courier service. RAM Couriers is our preferred service provider for national orders, and DHL is our preferred service provider for international orders. ALL orders, online or custom-made, are insured.
Can I Collect My Order?
Unfortunately, there is no local pickup available.
How Long Does the Courier Service Take?
- SA (Major Centres): 2 Days
- SA (Outlying Area): 4 Days
- UK: 3-5 Days
- NZ: 6 -8 Days
- USA: 5-9 Days
- AUS: 6- 8 Days
*A little note: Once an order departs with the courier, we cannot guarantee the exact delivery time. The above is only an estimated length of delivery. These times may be longer at the end of the year, when couriers are in their busy season.
Caring for My Jewellery
All of our gorgeous pieces are handcrafted, using natural gemstones. This means that no two stones or pieces are exactly the same. A handcrafted item can’t be replicated as a machine-honed piece can, and we would never want it to! We respect and embrace Mother Nature’s uniqueness that she pours into every gemstone we use. This is what makes every JBJ piece unique and totally yours!
How Do I Clean My Jewellery?
Sterling Silver: Silver jewellery can develop a patina if it is not worn regularly, which may cause it to turn dark or blackish over time. This is totally natural and can easily be removed with the little blue polishing cloth included in your parcel; it works like a charm!
*A little note: Always be careful when using the cleaning cloth not to rub on plated silver jewellery, as you could potentially take the plating right off your jewellery item.
Gemstones: If your gemstones look dull, use an old toothbrush, lukewarm water, and a small dollop of Handy Andy cream to clean behind them. Once it is clean, rinse thoroughly with clean running water and dry it with a soft cloth.
*A little note: Pearls, opals and emeralds do NOT like cleaners or chemicals. PLEASE never use Handy Andy or jewellery cleaner on these precious beauties.
How Should I Store My Jewellery?
Each of your rings should be stored separately; not in a bunch, because they can scratch each other. Different gemstones have different hardnesses, and when they rub against each other, harder stones and metals can scratch softer stones.
We also recommend storing your necklaces separately. A straw is a great way to separate your necklaces; simply thread the necklace through the straw and clasp it closed. When necklaces are in a bunch, they can easily tangle, which can put undue stress on the links and cause breakage. We also don’t recommend sleeping with your chain on, as this can increase the risk of breakage.
We find that storing earrings through the holes of a button works really well to protect the posts and keep them together, and it helps keep the butterfly attached to the earring!
Of course, you could also purchase one of our Treasure Troves to store your beauties in!
Why Does Jewellery Plating Fade?
Plating is a thin metal coating over a sterling silver base metal, and it is not permanent. It does fade over time, depending on how often the piece is worn, and it can also be affected by chemicals such as chlorine and detergents, as well as general day-to-day wear. Plating can also be affected by skin acidity and regular rubbing/cleaning of jewellery, which can shorten its lifespan.
Luckily, when the plating fades, the piece will revert to sterling silver and can be re-plated at any time.
Keep your skin dry when wearing plated jewellery. Remove your rings before showering, sleeping, exercising, engaging in strenuous activity, or using cleaning products.
Don’t panic if you have the “green finger effect”. It is merely a reaction to the copper alloy in the Sterling Silver that takes place, especially if you have high body acidity. It affects about 2-3% of people, and this percentage is increasing due to rising levels of chemicals in our environment, medications we take, and the foods we eat.
Why Does My Metal Turn Black?
Metals naturally develop a patina over time, caused by oxygen, perfumes, and skin acidity. Silver jewellery also develops patina if it’s not worn regularly. You can use a soft cloth and some Handy Andy cream to clean most pieces of jewellery, except pearls, opals and emeralds. Please DO NOT use this method to clean these precious gems.
Does My Jewellery Need to Be Serviced?
Yes, it does. Your jewellery needs to be serviced to check for loose stones and to ensure your settings are secure. We recommend having your fine jewellery serviced at least once a year. Of course, with gold-plated pieces, it’s important to remember that gold plating does fade over time as it reverts to sterling silver, which we can replate for you. Please pop us an email at customerlove@janinebinneman.com for service fees.
Custom Jewellery Design
Do You Make Custom Jewellery?
We LOVE to customise! While all our pieces are unique, sometimes a fabulous client wants something personalised or different to our offering.
What Is the Difference Between Custom and Ready-to-Wear Jewellery?
A piece that is available as is on our website we consider ready-to-wear.
Any jewellery that needs altering, or any completely unique design (like our gem clusters), we consider custom jewellery.
I Want a Custom Design!
We’ve got you! This is what truly sets Janine’s soul on fire!
You can book a Custom Consultation or email the studio at customerlove@janinebinneman.com.
If you are looking for a custom ready-to-wear piece, you can book a consultation with one of the studio queens**.**
Do You Redesign Old Jewellery?
Breathing new life into tired pieces is what we love best! We think that to be able to create something new from the old is to honour the existence of your treasure. There is nothing better than giving a sentimental piece of history a new way to carry her story! Book a Custom Consultation and let’s get started!
Returns and Repairs
We want all of our gorgeous clients to be over the moon with their purchase(s) from Janine Binneman Jewellery. If you want to return a product or have a piece repaired, have it all laid out.
What Is Your Return Policy?
We are always confident that our fabulous clients will be obsessed with their purchases from Janine Binneman Jewellery. However, if you receive any products you are unhappy with, you may contact us within 2 weeks of receiving them, and we will offer you store credit for the price of the item at the time of purchase.
All products are returnable, excluding:
- Special offers.
- Products bought on sale.
- Earrings (hygienic reasons)
- Custom-made jewellery (personalised pieces)
Bespoke or custom pieces cannot be returned or exchanged under any circumstances.
Products returned must be unused, unworn, and undamaged. We shall have no obligation to accept any return that we receive after the expiration of the applicable return period (2 weeks after receipt of your parcel). Please ensure that, when returning the parcel, the products are properly protected.
You are responsible for the costs of returning the item. We recommend using a reputable courier company upon the return of the product.
What Is the Exchange Policy?
If you wish to exchange a product, you will receive store credit that you can use toward your next order. Please be aware that any purchases made with store credit are processed as a new order and standard courier costs and delivery times will apply.
You are responsible for courier costs of returning the item. We recommend using a reputable courier company, as we are not liable for any items lost or damaged upon the return of the product for exchange.
All products are exchangeable, excluding:
- Special offers.
- Products bought on sale.
- Earrings (hygienic reasons)
- Custom-made jewellery (personalised pieces)
Bespoke or custom pieces cannot be exchanged under any circumstances.
How Do Repairs Work?
All Janine Binneman pieces are made to be functional, but jewellery is not meant to be worn during exercise, gardening, adventuring, or any extreme sports. They have to be taken care of when worn; no whacking or thwacking around!
If your piece breaks within 10 days of purchase due to a manufacturing fault, we’re happy to repair it for FREE (however, international delivery and shipping costs are excluded: you will be responsible for paying $55 to receive your jewellery, and another $55 to send it back for repairs).
If the breakage or loss of gemstones is due to wear and tear, we will happily repair or replace them. However, the repair, delivery and shipping costs are also for your account.
Please note that repairs are quoted on a case-by-case basis, per repair. Please contact customerlove@janinebinneman.com if any of your items need repair.