Refund Policy

Our policy lasts 7 days after purchase. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Unfortunately, for hygiene reasons, we cannot refund or exchange Earrings, Face Masks and Hair Jewellery. We cannot refund or exchange gift cards or delivery/courier/postage/shipping costs.

What can be returned?
Items purchased from us are returnable within policy dates unless specified (for example, as stated above, earrings are not refundable/exchangeable). To be eligible for a return, we require a receipt or proof of purchase, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

When do items need to be returned?
Items must be returned with 7 days after purchase. If you believe an item you have purchased is faulty/defective/damaged please Contact Us on [email protected].

Where do items need to be returned?
Before processing any returns, please Contact Us in the first instance. Your item will need to be returned to Johannesburg, South Africa (full address will be communicated). You will be responsible for paying for your own shipping costs for all returns.

How do customers return items?
Once the return is approved, your item must be unused and in the same condition that you received it as well as in the original packaging. Secure the item in safe and damage proof packaging for example bubble wrap and a box. Only use delivery services such Courier direct to the communicated address or Postnet to Postnet or Paxi available in Pep Stores nationwide. This will allow for the returned item to be tracked.

Shipping for returns?
You will also be liable to pay for the postage to return the item(s) to us. Shipping/Delivery costs are non-refundable. The cost of return shipping will be deducted from your refund where applicable.

Credit for returns?
Customers can opt to receive a Jems Of A Natural gift cards for approved returns otherwise, once your return is received and inspected, we will communicate that we have received your returned item and of the approval or rejection of your refund. All credits will be refunded to the original method of payment. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

What about Sale Items?
Unfortunately sale items cannot be refunded.