Policies
Returns, refunds & shipping
Every VON ARA piece is handcrafted with care in our Cape Town studio. On the rare occasion something isn't right, here's how we'll handle it.
01
Return & refund policy
If you are not satisfied with your product upon receiving your package, you must notify VON ARA in writing within 24 hours of delivery. No claims, replacements, or refunds will be considered or processed outside this window.
Once a claim is approved, the item must be returned to VON ARA's address in its original, unworn condition, with all tags and packaging intact. Return shipping costs are the customer's responsibility. Refunds or replacements will only be processed once VON ARA has received and inspected the original product, and approved refunds will be issued to the original payment method within 14 business days of inspection.
Sale and clearance items, altered or made-to-measure pieces, and earrings or other pierced jewellery are final sale and not eligible for return, replacement, or refund.
Commissioned and bespoke pieces are governed by a separate policy: a 50% deposit is required to commence any commissioned or bespoke project and is non-refundable. Any refundable portion of the remaining balance is determined on a project-specific basis — depending on the stage of production, materials committed, and work completed at the time of cancellation — as set out in the client's commission agreement.
Nothing in this policy limits any rights you may have under applicable consumer protection law, including South Africa's Consumer Protection Act.
02
Shipping
Shipping costs will be calculated upon checkout.
VON ARA uses high-end courier companies for both local and international delivery services to ensure end-to-end safety and satisfaction.