FAQ’s

FAQ’s

Here are a selection of some of the most frequently asked questions we receive.

Should you experience a problem that is not covered by these Frequently Asked Questions, please click here to submit your problem by completing the form.  We would be happy to assist you in solving the problem.  We look forward to hearing from you, and we will publish New Frequent Questions on this page.

GENERAL

Email us at david@Dulondon.com and we will get back to you with an answer within a few hours. Or you can call us on +27836000218 and one of our operators can either help you or arrange for someone to call you back with an answer.

What happens, if the jewellery I have purchased breaks in a years time?
Your Jewellery carries a 5 year warranty against manufacturing defects. We want you to enjoy wearing your jewellery on a daily basis.  Unfortunately we cannot replace or repair your jewellery at our expense after 2 years of wear and tear.

The two ways of measuring your ring size on the site, one requiring an existing ring that fits, and information on international ring size comparisons.

You can also obtain a free plastic ring gauge from us on request by sending an email to david@Dulondon.com.

PLACING YOUR ORDER

We are able to take express orders by telephone, and if you wish to order or have any queries, please call +27836000218

American Express, Mastercard, VISA. We can also accept Maestro, Visa Delta, Solo and Electron debit cards. Your card statement will show the payment as going to Dulondon Limited, and payment will be taken in South African Rands, so if you normally pay in a different currency, your credit card company will convert the amount to your currency automatically.

Very. When you come to the payment screen which asks you to enter your card details, you will be linked directly by secure server to WORLDPAY,   our payment service provider – they actually process your card on our behalf using SSL technology, which utilises high level encryption and is thus extremely secure. You will notice, depending on which browser you are using, that the key or padlock symbols appear along the bottom of the screen, and that the web address on the card details page starts ‘https’, the additional ‘s’ denoting a secure link is in place.

WORLDPAY is widely accredited within the banking community as a reputable and trustworthy organisation, and handles millions of online card transactions each year. Dulondon.com does not see your card number at all.

Please contact us to advise us, how you want to make payment, and we may be able to accommodate you.

SHIPPING

We despatch daily, so if we receive the order on time, it may arrive the following working day.  If we are unable to despatch your order within two working days, we will email or telephone you to inform you of the situation. Delivery times within the UK are normally 1 – 2 days (i.e. 2 – 4 days from placing your order), 3 – 5 working days to Europe, 5 – 10 working days elsewhere, but see next answer also. We will email a despatch confirmation receipt to you on the day of despatch.

We use Royal Mail to deliver our jewellery, using First Class post, Recorded post or Special Delivery as appropriate. First Class and Recorded posts do NOT carry guaranteed delivery times so delays beyond the quoted number of delivery days above may occur. For international deliveries we use Royal Mail International services, and again no guarantee of delivery times are given.

Yes, you can enter a different delivery name and address such as a place of work, or somebody else at another address. Please note however we do reserve the right to decline to ship your order to a different address, or at all, if we believe there is a risk of fraud. This may particularly occur for higher value orders or for non UK addresses. Workplace addresses are usually fine. We will contact you if there is a problem.

If you are sending a gift directly to the recipient, we do include a delivery note giving details of the order and who placed it, but no price information is included on this or anywhere else in the parcel (except for customs declarations on parcels sent outside Europe).

Within the European Union there should be no extra duty or tax payable. Deliveries outside the European Union may incur a small customs duty which will be charged by your postal delivery service. We have no control over this and cannot refund or re-imburse any such payment, but do bear in mind that you have not paid any UK tax (called Value Added Tax, or V.A.T.), so you’re still getting a good deal!

We do offer same day delivery in London, for an additional 50.00

JEWELLERY

On a daily basis, throughout the year, and for the past 40 years, our factory has been manufacturing and remodelling Fine and Rare pieces of Precious Jewellery.
Please call us on +27836000218 and we can discuss your personal requirements and help you find the perfect article, at your ideal budget. Dulondon.com specializes in a bespoke jewellery service.

If you prefer, email us at david@Dulondon.com and we can call you at your convenience to discuss your requirements and help you find your ideal setting.

For special order items,  please advise us when you need your jewellery for, call us on +27836000218 or if you prefer, email us at david@Dulondon.com and we can call you at a given time.  We will try our hardest to accommodate your needs—within reason.  Special orders are unique pieces and our craftsmen/women  will ensure a quality and stunning article. We will advise your delivery, at the time of order confirmation.

Half of the payment we take up front as the deposit, and the other half once your jewellery is ready to be dispatched to you  This may take between 1 and 4 weeks, depending how busy the factory is. All items requested for special order are non-returnable and non-refundable.

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