Frequently asked questions

Shipping and Returns

Deliveries are made Monday to Friday, 8 a.m. – 5 p.m.

In general, your order will be delivered within five to seven working days, after dispatch.  Should the item be out of stock, our customer services team will contact you.  Items needing resizing or makeups will take twelve to fourteen working days

On delivery, you will receive a delivery note showing the date and time for you to sign acceptance.  You will receive a detailed tax invoice by email showing the product price details, the delivery fees (if applicable), Value-Added Tax (VAT) and the amount debited from your payment card or EFT payment. You or your authorised representative will be asked to sign a duplicate copy of the delivery note to confirm receipt. For verification purposes, the person accepting delivery at the delivery address may be required to produce a form of identification. Any person other than yourself who receives the products at the delivery address is presumed to be authorised to accept delivery on your behalf.

Should no-one attend the time of delivery, the driver will keep the products and leave a notice. The driver will try to contact you to make new arrangements for delivery or collection. We reserve the right to charge an additional delivery fee should it be required. Our liability for any delay in delivery is limited to re-delivery at a later agreed time at no additional charge.

We have outsourced all delivery and collection arrangements to third party service providers. Accordingly, we cannot, to the extent permitted by law, be liable for any loss or damage caused by them.

All orders will be delivered with a copy of your invoice and for all jewellery items over R5000 an Arthur Kaplan valuation certificate will be issued.  Every item over R5000 with diamonds will be tested at Arthur Kaplan with a certified diamond tester before being issued with an Arthur Kaplan valuation certificate and delivered.  This diamond testing will be stated on the Arthur Kaplan valuation certificate.

Returns and Refunds

If you are dissatisfied with any item purchased online for any reason, you may return it to any Arthur Kaplan store within 30 days of receipt for an exchange, or within 10 working days of receipt for a refund, provided you have the original tax invoice, and the products you are returning are in a new, unworn and re-saleable condition and returned in the same Arthur Kaplan jewellery box you received them in.  The Arthur Kaplan store that the item is returned to will in return forward the said order to head office for a refund or an exchange.  Note, due to Arthur Kaplan’s online store having its own bank account, refunds can only be done at head office and not at store level.

Should you wish to return goods via the Arthur Kaplan courier please email webqueries@arthurkaplan.co.za with your order number, reason for return and provided it is in a saleable condition Arthur Kaplan will conduct a full refund.  Arthur Kaplan will incur the cost of the return delivery for all orders over R350 in major metropolitan areas.  All return orders below R350 or outside major metropolitan areas may be subject to maximum R100 delivery charge. Any order where you have received an incorrect, missing or faulty item/s the delivery return costs will be borne by Arthur Kaplan.

Watches must be returned with the guarantee book, a watch box and any links which may have been removed.  The price paid by the customer is the price on which the refund is based.

Please note if you ordered more than one item in an order and only returned part of the original order, only what is returned will be exchanged or refunded not the whole order.

For hygiene reasons earrings for pierced ears may not be returned or exchanged unless faulty.

All returns with items containing diamonds over R5000 at valuation price will be subject to a certified diamond test.  Any goods failing the diamond test will not be refunded, the purchaser immediately notified, and the goods returned to the purchaser.

EFT Refunds – Arthur Kaplan requires confirmation of account holders banking details

Returns procedure after 30 days.

Arthur Kaplan will conduct exchanges between 30 days and 1 year if there is a material defect in the product.  Arthur Kaplan will not exchange items with damage resulting from normal wear and tear.  The courier costs on all items returned after 30 days will be borne by the purchaser at a maximum of R100 per return delivery.

Cancellation

If for any reason you would like to cancel an order this may be done by visiting Your Orders on our website, mobi site or any future apps or by emailing webqueries@arthurkaplan.co.za.  You will only be able to cancel orders until midnight on the day prior to the date of delivery. We may debit your payment card for the delivery fees in respect of any late cancellations. If you cancel your payment for any reason or if your payment card should cease to be valid for whatever reason, you will remain liable for the full purchase price, including all related costs. We reserve the right to cancel any sale and/or your registration in the event of a breach of any of the Online Shopping Terms.

Risk and Ownership

Risk in the products shall pass to you or your authorised representative on delivery. We will retain ownership of the products until payment is received in full.

Payment Options

Card payments

At the time of placing the order, the transaction details are presented to the bank and an authorisation is obtained for the order.

Payment is collected when the order is placed and before the goods are shipped.

Note that to protect its own and the interests of customers, Arthur Kaplan scrutinizes all transactions very carefully to prevent attempted fraud and a transaction may be refused if Arthur Kaplan is not satisfied with its legitimacy.

When you place your order, funds equal to the total value of your order will be deducted against the card you are paying with during the checkout process. To allow for any possible product substitutions, payment will only be affected once your order is ready for delivery.

For EFT payments, you will be required to deposit your money into

  • Bank: First National Bank
  • Account Name: Arthur Kaplan (Pty) Ltd
  • Account No: 51420133781
  • Account Type: Cheque
  • Branch No: 260950
  • Branch Name: Weirda Valley
  • Swift Code: FIRNZAJJ
  • Reference: [Your Order Number]

 

  • Bank: Standard Bank
  • Account Name: Arthur Kaplan (Pty) Ltd
  • Account No: 01920590
  • Account Type: Cheque
  • Branch No: 01920590
  • Branch Name: Sandton
  • Swift Code: SBZAZAJJ
  • Reference: [Your Order Number]

 

  • Bank: ABSA Bank
  • Account Name: Arthur Kaplan (Pty) Ltd
  • Account No: 1056910103
  • Account Type: Cheque
  • Branch No: 632005
  • Swift Code: ABSAZAJJ
  • Reference: [Your Order Number]

Once your funds have been cleared, your order will be expedited.  EFT payments not received in our bank account within three working days will be cancelled.

Click & Collect

Click & Collect

Click & Collect is available at Arthur Kaplan stores located in the following major shopping centres: Menlyn, Centurion, Sandton, Kolonnade, Eastgate, Riverside, Gateway and Mall of Africa.

Our Click & Collect service gives you more control over how you have your items delivered, with secure storage at your chosen Arthur Kaplan store until you’re ready to collect your parcel. There are no additional charges for Click & Collect.

Here’s how it works:

  • At checkout, select Click & Collect as your delivery option and choose the store where you’d like to collect your item.
  • Then pay for your order online (you will not be able to pay in-store).
  • When your item’s ready, we’ll send you collection instructions by email with a collection code which you’ll need to bring with you.
  • Allow up to five business days for delivery.
  • Go to the store you selected and collect your item. You’ll need to bring both your collection code and your ID book or Smart ID Card.
  • Someone else can collect your parcel on your behalf, as long as they have your collection code and their ID book or Smart ID Card.
  • You must collect your parcel within seven days. Uncollected items aren’t will be returned to Arthur Kaplan.