FAQs
I would like to pay by EFT ?
When paying by EFT, please make a deposit into the following account:Memi Jewellery
Bank: Nedbank
Acc #: 1944144870
Branch: 194405
Please use reference your order number or email address and forward proof of payment to [email protected]
Why do I need a memi charm carrier?
Our charm carriers - necklace or bracelet, are designed specifically to allow you to thread charms easily onto them and to position them on your carrier yourself. All of our charms have a bead filled with a special silicone, that holds the charm in place. The carrier has a specially designed I-bar, that easily slides through the bead, as you slide the charm on. This design allows you to add and remove charms without having to go to a jeweller, and therefore gives you the ability to collect and grow your jewellery.
What birthstones are used in memi jewellery?
We use only genuine SWAROVSKI crystals for our birthstones. These are precision cut and made according to the highest quality control.
What Diamonds are used in memi jewellery?
All our diamonds are genuine, manually sorted to meet the precise requirements of our jewellery. Diamonds are selected based on their white colour and special cut to bring out the best in our jewellery. All our diamonds are certified to be conflict free, conforming to the international conventions and laws governing the sourcing of diamonds.
Are me·mi products gold plated or solid gold?
me·mi is a fine jewellery collection made only using precious metals and is not base metal plated. You may order your items in 9k solid yellow, rose or white gold or silver.
What is 9k Gold?
Gold is a very soft metal and it is therefore very rare to find any jewellery made with pure gold. 9k gold is the most common gold sold in England, Australia and South Africa and other parts of Europe, where the USA uses mostly 10k and 14k gold.
Most jewellery is made from a mixture of pure gold and other metals. 9k equals 9 parts pure gold out of 24 or 37.5% pure gold.
Is delivery free?
Yes, we deliver FREE anywhere in the world, unless you require your item really quickly and have selected an express delivery option for which we charge a fee.
Which countries do you deliver to ?
We currently ship to most major cities around the world. We make use of third party courier companies, and if our current couriers do not ship to your location, we will find a courier service that does.
How long will it take to receive my order?
All our jewellery is custom made for you and this generally takes 4 days after receipt of your payment to complete.
Your order will be delivered by third party couriers with the following transit times:
FREE - Regular Delivery South Africa
Major Centres : 2-3 working days
Regional Areas : 3-4 working days
Remote Areas : 5-6 working days
Should you require your order faster, we offer an express delivery service at a fee. We will prioritise your order, not only selecting the fastest mode of transport available, but also prioritising it above others. This reduces delivery time by 3-5 days.
International Orders are delivered FREE!
All international orders are prioritised and will be dispatched within 2 days of the order. We will choose the courier that delivers in the shortest possible time and aim to get your order to you within 12 days. Delays in customs are beyond our control.
Delivery time is calculated in business days from the receipt of payment.
Do you deliver on weekends, public holidays or after hours ?
Our couriers will only deliver on during working hours: 08h00 – 17h00. We do not deliver on weekends or after hours.
My order hasn't arrived where is it ?
You can track the status of your order here, or you can email us and we will get back to you with a status update.
Is my item guaranteed ?
We guarantee our jewellery to be free of manufacturing defects. Should you become aware of a manufacturing defect within the first 12 months, please notify us and we will rectify the situation by either repairing your item or replacing it free of charge. Any items that have been abused in any way will not be covered by this guarantee. We may still be able to repair or replace the item but at a fee.
I did not purchase my item from the me·mi online shop, may I return it?
The me·mi online shop will only accept returns for purchases made from the me·mi online shop. If you have purchased your item through a me•mi stockist or retailer, please contact the retailer you purchased your item from as their returns policy may differ from ours.
I received my jewellery damaged or faulty
Every piece of me·mi jewellery is one of a kind, made especially for you, and we therefore pay particular attention to quality. If your jewellery has arrived faulty, please let us know immediately. You can return any faulty item within 30 days of receipt for a refund, replacement or repair. We will do everything possible to rectify this for you as quickly as possible.
If the error in production is as a result of a mistake on behalf of the me·mi team, a courier will be dispatched to your location and the postage for the return will be free.
Refunds are processed without delay, but can take up to 14 days from the receipt by the me·mi online store of your faulty item.
I am not entirely happy with my item and would like to return it.
We are dedicated to designing jewellery that you love. Please send an email stating the reason you are unhappy with your purchase and we will do our utmost to rectify the problem.
If you are not entirely happy and you have not worn your jewellery, it may be returned to me·mi jewellery within 30 days of receipt. Please note - as the piece was custom made especially for you, returns may incur a 30% fee at our discretion.
Refunds are processed without delay, but can take up to 14 days from the receipt by the me·mi online store of your faulty item.
I have not received my item yet and would like to cancel my order.
Once your order has been submitted and your funds have been cleared, we immediately begin the process of making your personalised jewellery. If you would like to cancel your order after production has commenced, a cancellation fee of 30% will be incurred at our discretion.
To cancel your order, please contact our customer service by email. Cancellations will be processed immediately and the account used to make the purchase will be refunded less the cancellation fee if applicable. Please allow for up to 14 days for the refund to reflect in your account.
