Complaints Policy

Anke Linden Jewellery (ALJ)

We take concerns about our jewellery, custom orders and service seriously. Please contact us directly so we can understand the issue and work towards a fair resolution.

How to Make a Complaint

Email lindenjewellery@gmail.com with your name, order or invoice number, a description of the problem, and clear photographs or a short video where relevant. Please also tell us when you received the item and what outcome you are seeking.

You may first contact us by WhatsApp, but we may ask you to send the details by email so we have a clear record.

For a concern about jewellery, please keep the item, any loose stones or parts, and its packaging. Contact us before arranging a return so we can give you suitable packing and courier instructions. If a defect is covered by your rights under South African law, the return will be handled at our risk and expense as required by law.

 

What Happens Next

1. Acknowledgement: We aim to acknowledge your complaint within two business days.

2. Review: We review your order, quote, design approvals and correspondence. If the complaint concerns a physical item, we may need to inspect it before reaching a decision. We will explain how to send it to us and keep you updated.

3. Response: We aim to give you a written response or progress update within 10 business days. If an inspection or specialist assessment takes longer, we will explain the reason and give you an updated timeframe.

4. Resolution: We will explain what we found and the proposed resolution in writing. If you disagree, reply to the same email and tell us which part you would like reviewed. We will reconsider it and respond in writing.

 

Custom Orders and Design Concerns

For bespoke pieces, we review the agreed specifications, sketches or 3D design, and any approval given before manufacture. We also take account of reasonable variations inherent in handmaking jewellery and natural or individually cut stones.

If the finished piece materially differs from what was agreed, please tell us so we can assess and resolve it.

A change of mind or a request to alter an approved design is handled under our Terms and Conditions and may involve additional costs. This does not limit your rights if an item is defective, unsafe or does not meet the applicable requirements of South African consumer law.

 

Defects, Repairs and Aftercare

We assess reports of breakage, loose or lost stones, plating wear and other damage individually. Photographs and an inspection help us distinguish a manufacturing defect from accidental damage, misuse or ordinary wear. There is no automatic rejection simply because a stone was lost or a particular number of days has passed.

Our Terms and Conditions describe our six-month workmanship warranty and aftercare arrangements. They do not replace statutory rights.

Where the Consumer Protection Act’s six-month implied warranty applies and the goods fail to meet its quality standards, the customer may choose a repair, replacement or refund as provided by that Act.

If a repair under that provision does not remedy the defect, or a further defect appears within three months of the repair, the Act provides for a replacement or refund.

Where an issue is not covered by a warranty or a legal remedy, we can discuss a paid repair or alteration and provide a quote before any chargeable work begins.

 

Delivery and Order Delays

Please contact us promptly if a parcel arrives damaged, appears incomplete or has not arrived as expected. Keep the packaging and send photographs where possible.

We will check the dispatch and courier records and explain the next steps.

For delays in making a piece, we will give you an updated estimate and discuss an appropriate resolution under the order terms and applicable law.

 

Contact Us

Anke Linden Jewellery (ALJ)

Email: lindenjewellery@gmail.com

Website: lindenjewellery.co.za