FAQ'S

HOW DO I FIGURE OUT MY RING SIZE?
  1. Visit your local Jeweler. The most accurate way to have your ring sized measured is at your local jewellery, where they can do it professionally. Just pop in and ask them to measure the specific finger that you would like to wear your KiiRA ring on and then let us know what this measurement is when you place your order. 
  2. Measure an existing ring of yours. If you already have a ring that fits you well, you can simply measure the inside diameter of the ring using a ruler (try be as accurate as possible). You can send us the mm reading and we will convert this into a finger size to ensure that we send you the correct ring size. 

  3. Have one of our at-home sizing kits delivered to your door. If you have some time to spare, we will send you a complimentary at-home ring sizer so that you can measure your own finger as accurately as possible. All you have to do is pay for the shipping. Email us: info@kiira.co.za to order one. 

WHAT IF I NEED MY RING RESIZED

At KiiRA we have a team of expert goldsmiths that can easily resize your ring to fit you perfectly. The fees to resize will vary depending on how many sizes you need to move up or down, so please contact us for a quote and more details on how to get this done

Send us an email: info@kiira.co.za

CAN I VIEW THE JEWELLERY SOMEWHERE IN STORE?

Most of our jewellery will be available at selected retailers, so you can pop in and view them at your convenience. Not every item will be available at every store though, so it’s best that you call ahead and ask if they have the item you are looking for. Some KiiRA items that you see online are made to order, in which case you will only be able to view them here.

For enquiries send us an email: info@kiira.co.za

HOW IS MY ORDER PACKAGED?

All of our gemstone jewellery is packaged in one of our locally hand-made and sustainable wooden boxes. Our daintier gold and silver pieces come in a locally-made black felt pouch – 2 beautiful little homes that your KiiRA jewel will be able to live in forever.

I AM BUYING A GIFT FOR SOMEONE SPECIAL. CAN I SHIP IT DIRECTLY TO THEM?

Absolutely! We love helping you surprise someone with the ultimate jewellery gift. When you check out simply tell us in the “Order Notes” box that it is a gift and fi you’d like to leave a message for the recipieny, we will hand-write your note onto one of our custom cards to make it extra personal. And don’t worry, we will remove the price from the invoice that is sent to them!

CAN I RETURN MY ORDER?

Yes you can! We want you to be over-the-moon happy with your KiiRA jewel so we offer a 7 day return policy.  There are a few things to consider though before you pack it up and ship it back, so have a read through our full return policy here.

HOW DO I CARE FOR MY JEWELLERY?

Jewellery is precious and does require care and the occasional ‘scrub’ to keep it in top shape. It is inevitable that jewellery will get a bit dirty and scuffed over time, but don’t worry, this is the sign of a well- loved piece! Caring for your KiiRA piece will depend on the type of gemstones it has. While diamonds are practically indestructible, other gemstones require more care and consideration.

The best way to clean your jewellery is to take it to your local jeweler who can clean it professionally (most good jeweler’s will offer this service free of charge). For at home cleaning – put a drop of dishwashing liquid in a bath of warm water and let your jewellery soak in it for a few minutes. You can also use a baby toothbrush (with soft bristles) to gently scrub away any dirt that may be stuck in hard to reach places. Just remember to avoid brushing the top of your gemstones as most of them can scratch (especially Tanzanites).

WHAT HAPPENS IF A STONE FALLS OUT?

Oh dear, that’s not good! Tiny stones mean tiny and delicate settings, so it is possible that you wake up one day and notice one of your little stones has gone MIA. If this happens within 3 months of purchase, we will happily replace the stone for you free of charge. If this happens a little later down the line, the cost will depend on the size and type of stone that is missing. Please contact us and we will happily guide you on the best next steps. 

Email us: info@kiira.co.za

DOES KIIRA OFFER ENGRAVING SERVICES?

We do indeed! Since all KiiRA jewellery is made from solid gold or silver, custom engraving can easily be added to your item. We offer a lazer engraving service in a font of your choice. The cost is R300 for words and simple motifs and R550 for more complex designs such as crests. Please note that stud earrings and rings with very thing bands will not be able to be engraved due to a lack of space. 

To have your jewellery engraved please leave us a note in the “order notes” box when you place your order or send us an email: info@kiira.co.za. We will send you a seperate invoice and be in touch with regards to the details of the engraving you want done. 

DOES MY JEWELLERY COME WITH A CERTIFICATE?

Yes! All of our diamonds and gemstones come with a certificate of authenticity. At KiiRA we have in-house gemmologists who grade every stone that that we use in our jewellery and each one comes with a verification card. All of our diamonds come with a certificate from the world’s leading grading laboratories such as GIA or EGL. What’s more is that each diamond and gemstone is double checked in-house to insure that you are getting what you pay for.

HOW DO I KNOW THE DIAMONDS ARE CONFLICT-FREE?

We take meticulous care in where and how we source our diamonds. This is a topic that is very dear to our heart as the KiiRA brand supports sustainability, authenticity and responsibility every step of the way. We guarantee that all our diamonds come from legitimate sources that are in compliance with the United Nations resolutions and the Kimberly Process. KiiRA benefits from industry relationships that have been nurtured for over 3 generations and we source gemstones and diamonds from some of the world’s most notable diamantaires and gem miners.  You can rest-assured that every stone in your KiiRA jewel comes from ‘happy’ sources.

HOW DO I ORDER A CUSTOM KiiRA PIECE?

We are so glad you asked! Custom-design is one of our favourite things to do.  The sky is the limit on what we can produce. We have in-house designers and goldsmiths that will help turn your jewellery dreams and desires into a reality and a team of gemologists that can source and authenticate any gem or diamond that you would like. 

The best way to start the process is to send us an email at info@kiira.co.za and we can set up a meeting or a phone chat to discuss the custom piece that you would like made.

HELPFUL INFORMATION

  • A reference image or visual idea of what it is you are looking for
  • A ring size if you know it, otherwise we will guide you on how to measure it.
  • Your budget (even just a rough idea helps)
  • The types of stones you would like to use (if applicable).

Read more about our custom design. 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

This will depend on whether you ordered an in-stock item or one that is on back-order. If we have your KiiRA jewel in stock, then you can expect to have it within 3-5 working days.  If the item is on back-order or is a bespoke piece, please allow us 2-4 weeks to create your little treasure and have it delivered. 

Please note that delivery times may vary depending on the season, but we will hustle to get your perfect piece to you as fast as possible and keep you up-to-date on its progress.

CAN I COLLECT IN STORE?

Absolutely! If you would like to collect your KiiRA treasure in person, please leave us a note in the “Order Notes” box and specify that you would like to collect it. We will contact you as soon as it is ready! 

All collections can be made from Jewel Africa in Cape Town: www.jewelafrica.com (170 Buitengracht Rd, Cape Town 8001)

WHAT ADDRESS SHOULD I USE?

As you can imagine P.O Boxes aren’t the best for precious jewels, so please provide a physical address where you feel that your KiiRA jewel will arrive safely to you.

HOW MUCH IS SHIPPING WITHIN SOUTH AFRICA?

We ship to any major city in South Africa for a flat rate of R80. 

For towns that fall outside the major cities it costs R150. 

WHERE DOES KiiRA SHIP TO INTERNATIONALLY?

We want to share the KiiRA love all over the world, so we would love to ship your favourite jewel to you across the seas. We currently approach all international orders on a case-by-case basis, so please contact us directly by emailing us at info@kiira.co.za to place your order. 

DO I HAVE TO PAY CUSTOMS TAX AND IMPORT DUTIES?

Customs policies tend to vary between different countries and it is possible that you may be liable for customs and import duties, quotas, permits, product restrictions and/or other local requirements. Please make sure that you look into this before placing your order as we cannot be held liable for any extra charges incurred. 

 
WHAT PAYMENT OPTIONS ARE ACCEPTED?

We want the paying process to be as easy as possible for you, so we have integrated PayFast which will allow you to pay using your credit card or EFT (Electronic Fund Transfer). 

If you experience any problems during the checkout process please email us at info@kiira.co.za and we will gladly assist you. 

RETURNS AND EXCHANGES

Every KiiRA jewel is thoroughly examined before it is sent to its loving new home, so we trust that you will be happy with the quality of our hand-made treasures. However, in the off-chance that you discover something unsatisfactory with your item, we will accept returns within 7 days (from the date it was received).  Please contact us by emailing us at info@kiira.co.za and outlining the problems and together we will figure out the best next-steps.

PLEASE NOTE:

  • No returns can be made on custom-made items or special orders
  • Sales items are final sale and cannot be returned
  • Products can only be returned if they are unworn, undamaged and properly protected
  • Return shipping will be at your own cost – we recommend using registered mail as we cannot be held liable for anything lost in the post.
  • You may return an item in person to our Cape Town or Johannesburg locations.

 

REPAIRS

Oh no, something went wrong!? That’s ok, we will figure it out together. We have a wonderful team of goldsmiths who can repair your KiiRA jewel for you.

Repairs will be assessed on a case-by-case basis because there is no ‘one-size-fits-all’ when it comes to this kind of thing. Wear-and -tear is normal and over time claws can wear down, metal gets dinged and dented and gemstones can even get scratched. While we can fix most problems, some of them will come with a price tag.  KiiRA will take responsibility for any issues that are considered a manufacturing flaw and repair your damaged item free of charge. Everything else will depend on the nature of the repair needed.

Please email us at info@kiira.co.za for more specific information on your repair needs.

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