FAQ

My voucher code won't work. Help!?

We have recently changed our online system. This means that all existing voucher codes need to be reissued to our clients.

If you have received a voucher from us in the past and need to redeem it, please contact us on info@dearrae.co.za with the code and we will send you a new one.

How do I find out my ring size?

Visiting a local jeweller and having them measure your finger professionally is by far the best way to determine your ring size. If you are unable to do this however, please feel free to use our sizing chart as the next best option. Please note that this is merely a guide, so we cannot be held responsible should you experience an optimistic glass slipper moment and order gazillions of rings that don’t fit over your knuckles. Please be sure before ordering.

What if I need my ring resized?

We’d be more than happy to resize your Dear Rae ring to ensure the perfect fit. All silver and brass rings will be charged an R80 resizing fee, and our gold at R250.

If you purchased a product and return it unused and unworn, we will happily keep the incorrect size for our stock and make a new piece for you at no extra cost. However, all shipping costs are your own responsibility. Please view our repair and returns policy page for more information.

Do you have all your products displayed online in-store as well?

We make to order so often we don’t have every item as shown in our online store in our physical shop in Woodstock.

All our pieces are handmade and we aim to avoid mass production so that we can create well-crafted pieces that have attention to detail and care put into them by our manufacturers. We always have stock in our shop but it might not be exactly what you are looking for.

Please don’t hesitate to call us and find out if we do have an item that you can pop in and purchase. And if we don’t have exactly what you are looking for you are welcome to place your order via our online store or in our shop when you pop in!

Why doesn’t my Dear Rae piece look exactly like the product online?

All Dear Rae pieces are locally handcrafted, which means that each treasure will without a doubt be unique. We use high quality materials and take great care in our manufacturing, however, because each piece is individually crafted, there will be slight variations in shape and size. This is especially true when it comes to gemstones!

We do try our best at being accurate, but we also believe it is these little differences that make our products special – no one will ever have the same exact Dear Rae piece as you.

How is my order packaged?

All silver and brass pieces are packaged in our beautiful, cardboard jewellery boxes. If you are receiving an online order, your treasures will come securely packaged with a Dear Rae box flat-packed so you can put it together yourself.

Our gold jewellery is packaged in a crisp white, hard-cased Dear Rae jewellery box, complete with luxurious gold foiling. Believe us – you’ll KNOW there’s something special in there.

Rings from our Dear Rae men’s collection are packaged in our regular jewellery boxes and each comes with a genuine leather card wallet, beautiful in its simplicity (while stocks last).

 

dear-rae-jewellery-packing

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I bought someone special a gift. Can I ship it directly to them?

Of course you can. Simply provide us with their shipping address and give us their name in the comment box when placing your order. And don’t worry, we won’t include an invoice in the parcel.

How long will it take for me to get my Dear Rae product?

All our online purchases are made to order, which means we’ll need roughly 10 working days from the day you pay to process and manufacture your order. Once your piece is complete and has passed our quality control (we want you to squeal when you first lay eyes on it!) it will then be shipped. Local South African shipping takes around 3 to 5 days, where international can take between 2 and 5 weeks.

If you need your order in a rush, please contact us on customerservice@dearrae.co.za and we will try our best to accommodate you. Watch us move mountains for you if the reason is good enough.

Can I return my order?

Ouch, that hurt! But yes, you can. If unworn and unscathed (unlike us right now), all goods can be returned to us within 14 days. Pieces need to be returned (at your own cost) in the original packaging. Please have a look at our full returns policy here.

How do I care for my jewellery?

All Dear Rae pieces are made from quality gold, sterling silver and brass. None of the metal that we use is plated, which means that you can clean your jewellery with a jewellery cleaner or platinum paper without worrying about the surface wearing down.

At Dear Rae, we believe in creating sustainable jewellery that can be worn and treasured for years to come. But do keep in mind that jewellery is still precious and care needs to be taken whilst wearing it.

What do I do if I lost a small stone from my ring?

Pave set stones can be very naughty and occasionally go exploring (fall out) when no one is looking, as these settings are incredibly small and delicate. Within 3 months of purchase, Dear Rae will replace the stone at no charge. After 3 months, the cost will depend entirely on the size of the stone.

My brass and silver is changing colour, what is causing this?

Many of our pieces are made with solid brass accents. Non-plated metals have the tendency to naturally take on a patina and age over time. We love this about brass and feel it gives each piece a unique charac-ter.

We do however realise that everybody’s different and that you may be totally NOT ok with this whole patina idea. If you prefer to keep your piece bright and shiny like the day you met, you will need to store it in an airtight container and use a gentle brass cleanser or the platinum paper we provided with your purchase.

When worn regularly, our sterling silver pieces usually keep their original, bright colour. However, if a piece remains unworn or your skin is very acidic, it may very well start to tarnish. Please calm down – All it needs is a simple polish or for you to wear it more often. Go on, give it some love.

Does Dear Rae do engraving?

Only your name. In our hearts. Jokes. We do not currently have engraving facilities at our studio, but the good news is that because none of the metal we use is plated, you can take your Dear Rae piece to any engraver to get the job done.

If you are based in Cape Town, we recommend Lazer Options. More details on their website: www.lazeroptions.co.za

How do I go about getting a custom made Dear Rae piece?

Is that the sweet smell of a special occasion? How exciting! At Dear Rae, we do manufacture engagement rings, wedding bands and other custom-made pieces – but please note, only in gold. You can visit our custom designs page for more information or contact us on customdesigns@dearrae.co.za if you wish to set up an appointment (commission consultations are by appointment only).

We are a very small team and receive quite a number of emails, so please allow us up to 5 working days for a response.

*Dear Rae reserves the right to say no to any commission orders for whatsoever reasons arising.

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