FAQ's

Why do I need a memi charm carrier?

Our charm carriers - necklace or bracelet, are designed to allow you to thread charms easily onto them and to position the charms on your carrier yourself. All our charms have a bead filled with a special silicone, that holds the charms in place. The carrier has a designed I-bar, that easily threads 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 with your jewellery.

What birthstones are used in memi jewellery?

We use only genuine SWAROVSKI crystals for our birthstones. These are precision cut and made to the highest quality control.

What Diamonds are used in memi jewellery?

All our diamonds are genuine diamonds, hand sorted to meet the precise requirements of our jewellery. Diamonds are selected for their white colour and special cut to bring out the best in our jewellery. All our diamonds are guaranteed to be conflict free, conforming to the international conventions and laws governing the sourcing of diamonds.

Are memi products gold plated or solid gold?

Memi is a fine jewellery collection made only using precious metals and is not plated base metal. You may order your items in 9k Solid Gold in yellow, rose or white colour or in silver, but never gold plated.

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.

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 so not only do we select the fastest transport available, but we also put your order in the front of the line. This means your total delivery time will be reduced by 3-5 days

International Orders are delivered FREE !

All international orders are prioritised and your order will be dispatched within 2 days. We will choose the courier that delivers in the shortest possible time and we 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 8:00am - 5:00pm. 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 help rectify the situation by either repairing or replacing your item free of charge. Any items that have been abused in anyway will not be covered by this guarantee. We may still be able to offer you a repair or replace service, this however will come at a fee.

I did not purchase my item from the memi online shop, may I return it?

The memi online shop will only accept returns for purchases made from the memi online shop. If you have purchased your item through a memi 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 memi 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 memi 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 memi online store of your faulty item.

I am not entirely happy with my item and would like to return it.

We are sorry to hear, you are not entirely happy with your item. Please let us know if there is anything we can do to ensure you are 100% satisfied. Please email us here stating the reason 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 memi jewellery within 30 days of receipt. Please note, since this 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 memi 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 personalized 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.

If you have not found what you are looking for contact us