Shipping policy
Shipping Policy
Last updated: 27 October 2025
At Terra Mare Jewellery, every piece of jewellery is lovingly handcrafted and carefully packaged to reach you in perfect condition. Because our creations are made to order or produced in small batches, we kindly ask for your understanding regarding production and delivery timeframes.
This Shipping Policy outlines how we process, ship, and deliver your orders.
1. Order Processing Time
Each piece is handmade and may require 5-7 business days for production before shipping.
Processing times may vary depending on design complexity, customisation, and order volume.
We will notify you via email once your order has been completed and shipped.
Please note:
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Orders are not processed or shipped on weekends or public holidays.
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Custom or personalised orders may take longer; estimated timelines will be communicated at checkout or via email.
2. Shipping Methods & Delivery Timeframes
We ship worldwide from our studio in Cape Town, South Africa using reliable courier and postal services.
Estimated delivery times (after dispatch):
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Domestic (within South Africa): 2–5 business days
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EU Member States: 5–10 business days
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International (outside EU/SA): 7–15 business days
Delivery times are estimates and may vary depending on destination, courier performance, customs procedures, or unforeseen delays.
We are not responsible for delays caused by customs clearance, postal strikes, or courier disruptions beyond our control.
3. Shipping Rates
Shipping costs are calculated at checkout based on destination and order value.
We occasionally offer free shipping promotions, which will be clearly indicated on our website.
Customers are responsible for any applicable customs duties, import taxes, or VAT charged by their destination country. These charges are not included in the product or shipping price and must be paid by the recipient upon delivery.
4. Order Tracking
Once your order has shipped, you will receive an email confirmation containing your tracking number and courier details.
Please allow up to 24–48 hours for tracking information to become active after dispatch.
If you do not receive your tracking details within the expected timeframe, kindly contact us at [insert email address] with your order number.
5. Delivery & Signature
To ensure safe delivery, some shipments may require a signature upon receipt.
If you are unavailable at the time of delivery, the courier may leave a notification with instructions for re-delivery or collection.
We are not responsible for:
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Delays caused by the customer providing an incorrect or incomplete address.
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Lost packages resulting from an address error entered by the customer.
Please double-check your shipping details before finalising your purchase.
6. Damaged or Missing Parcels
All items are quality-checked and carefully packed before dispatch.
If your parcel arrives damaged or appears tampered with, please:
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Photograph the packaging and product immediately.
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Contact us within 48 hours of receipt at admin@terramarejewellery.com.
We will liaise with the courier to investigate and, if applicable, arrange for repair, replacement, or store credit in accordance with our Refund & Exchange Policy.
7. International Shipping
We proudly ship worldwide. However, please note:
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Customs duties and import taxes are determined by your country’s regulations and are beyond our control.
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Refusal to pay customs charges will result in the parcel being returned to us, and we may deduct any incurred fees or shipping costs from your refund or store credit (where applicable).
8. Lost Parcels
While rare, lost parcels can occur.
If your order does not arrive within 30 days of dispatch, please contact us at [insert email address] so we can initiate a formal investigation with the courier.
Investigations typically take 7–15 business days. We will keep you updated throughout the process and, where verified, will offer a replacement or store credit.
9. Changes to Shipping Policy
We reserve the right to modify this Shipping Policy at any time to reflect updates in our shipping practices or courier partnerships.
All changes will take effect immediately upon posting on our website.
10. Contact Information
For all shipping-related queries, please contact:
📧 Email: [insert contact email]