Terms & Conditions

1. Custom-Made & Made-to-Order Jewellery

OLIVE specialises in made-to-order and custom-designed jewellery. Each piece is created according to the specifications agreed upon with the client.

Before production begins, clients will be provided with the relevant design details, including the chosen metal, gemstone specifications, measurements, ring size and any other applicable details.

• Clients are responsible for reviewing and approving their final design and specifications before production.
• Once a design has been approved and production has commenced, changes may not be possible. Where changes can be accommodated, additional costs and production time may apply.
• Custom-made and personalised pieces are created specifically for the client and are generally not eligible for change-of-mind returns, subject to applicable consumer protection legislation.
• Any concerns relating to incorrect specifications, workmanship or a product that does not meet the agreed description will be handled in accordance with applicable South African consumer law.

2. Orders & Payment Terms

An order will only be confirmed once the client has approved the final quotation and applicable order details.

Standard payment structure

• A 50% deposit is required before production can commence.
• The remaining 50% is payable once the piece has been completed and before collection or dispatch.
• Production will only begin once the required deposit has cleared and the final design has been approved.

Specially sourced natural diamonds and gemstones

Certain natural diamonds and specially sourced gemstones may require a higher upfront payment due to the supplier's purchase or sourcing costs.

Where this applies:

• OLIVE will communicate the required upfront amount to the client before the order is confirmed.
• The amount will be agreed upon by the client in advance.
• Any upfront payment made will be credited towards the total purchase price.
• The remaining balance will be payable once the completed piece is ready, before collection or dispatch.

All payment amounts and due dates will be clearly communicated on the relevant invoice.

OLIVE reserves the right to pause an order where an agreed payment has not been received. Any resulting delay may affect the estimated completion date.

3. Cancellations & Refunds

Because custom-made jewellery is produced according to individual client specifications, cancellations and refund requests are assessed on a case-by-case basis.

Where an order is cancelled after payment has been made, OLIVE may take into consideration reasonable costs already incurred, including design work, manufacturing, materials and the purchase of specially sourced gemstones, subject to applicable consumer protection legislation.

• Once production has commenced, cancellation or changes to an order may be limited by the stage of production and materials already committed.
• Where a specially sourced diamond or gemstone has already been purchased, the costs associated with that purchase may be taken into consideration when assessing a cancellation request.
• Custom-made or personalised jewellery is generally excluded from change-of-mind returns where permitted by applicable law.
• This does not affect a client's rights where goods are defective, unsafe, unsuitable or otherwise fail to meet the requirements of applicable consumer protection legislation.

Nothing in this policy is intended to exclude, restrict or waive any rights a client may have under the Consumer Protection Act or other applicable South African law.

4. Manufacturing Quality & Warranty

Every OLIVE piece is checked before being released to the client.

We take care to ensure that each piece meets the approved design specifications and our expected manufacturing standards.

If a client believes that a piece has a manufacturing defect or does not conform to the agreed specifications, they should contact OLIVE as soon as reasonably possible.

Depending on the nature of the issue and the applicable consumer protection legislation, an appropriate remedy may include repair, replacement or refund.

Where the Consumer Protection Act applies, a client may have the right to choose between repair, replacement or refund for goods that fail to satisfy the applicable quality requirements within the relevant six-month period.

Any assessment will consider the nature and cause of the issue. OLIVE may request that the item be returned for inspection before a remedy is determined.

Nothing in this section limits a client's statutory rights.

5. Gemstone Security & Maintenance

All gemstones are professionally set and inspected as part of the manufacturing and quality-control process before a piece is released.

However, gemstone settings and claws can experience wear over time, particularly with frequent wear or accidental impact.

To help maintain the security of your jewellery, OLIVE recommends:

• Having your jewellery professionally inspected approximately once or twice a year.
• Avoiding activities that may expose your jewellery to impact, pressure or damage.
• Contacting OLIVE promptly if a stone appears loose or a setting looks damaged.
• Removing the piece from wear until it has been assessed if you suspect a stone or setting may be compromised.

The loss of a gemstone resulting from accidental impact, physical damage, normal wear or improper handling will not automatically constitute a manufacturing defect. Each situation will be assessed according to its individual circumstances.

Where a stone loss or setting issue may be attributable to a manufacturing defect, it will be handled in accordance with the applicable warranty and consumer protection requirements.

6. Natural Characteristics of Gemstones

Natural gemstones and diamonds may contain individual characteristics, including variations in colour, clarity, inclusions and appearance. These characteristics are part of their natural formation.

Lab-grown diamonds have the same essential chemical, physical and optical properties as natural diamonds, but are created through a different process.

Moissanite is a separate gemstone and is not a diamond.

OLIVE will communicate the relevant gemstone type and specifications as part of the quotation and order confirmation.

• Gemstone images and videos are intended as visual references. Appearance may vary slightly depending on lighting, screen settings and the individual stone.
• Any certificate or grading documentation included with a purchase will be specified as part of the agreed order details.
• No gemstone substitution will be made without the client's approval.
• Natural variations do not excuse a material difference between the product supplied and the specifications agreed upon.

7. Metal Wear & Rhodium Plating

Precious metals are naturally subject to wear through everyday use.

Over time, jewellery may develop scratches, small dents, surface marks or changes in its original finish. These are normal characteristics of wearing fine jewellery and do not automatically indicate a manufacturing defect.

White gold and rhodium plating

White gold jewellery is often finished with a rhodium plating to achieve its bright white appearance.

Rhodium plating naturally wears over time, depending on factors such as frequency of wear, lifestyle and individual skin chemistry.

Replating is considered routine jewellery maintenance rather than a manufacturing defect and may incur an additional charge.

Clients are welcome to contact OLIVE for assistance with polishing, cleaning, replating and other maintenance services.

8. Metal Allergies & Skin Sensitivities

OLIVE works with different precious metals and metal alloys. Individual skin sensitivities and allergic reactions may vary from person to person.

Clients are encouraged to disclose any known metal allergies or sensitivities before confirming an order so that suitable options can be discussed.

Where an alternative metal or material may be more suitable, OLIVE will assist with available options and communicate any applicable price differences.

An individual sensitivity or reaction does not automatically indicate a manufacturing defect. However, where the material supplied does not match the agreed specifications or is otherwise non-conforming, the matter will be assessed in accordance with applicable consumer protection legislation.

9. Design Approval & Ring Sizing

Clients are responsible for reviewing and approving their final design, specifications and ring size before production begins.

OLIVE encourages clients to have their ring size professionally measured before placing an order.

Please note:

• Resizing may not be possible for every design, particularly certain eternity, pavé or intricate settings.
• Where resizing is possible, additional costs and production time may apply.
• If a client has approved a particular ring size and the finished piece has been manufactured accordingly, resizing due to an incorrect client-provided or client-approved size may be chargeable.
• Where an incorrect size or specification is the result of an error attributable to OLIVE or its manufacturing process, the matter will be assessed and addressed appropriately.

Clients will be advised of any relevant resizing limitations before an order is confirmed wherever reasonably possible.

10. Production Times

The estimated production time for most OLIVE custom-made pieces is approximately 4 - 6 weeks.

This timeframe begins once the required upfront payment has cleared and the final design has been approved.

Production times may vary depending on:

• The complexity of the design.
• Availability of the selected metal and gemstones.
• Specially sourced diamonds or gemstones.
• Manufacturing schedules and supplier availability.
• Unforeseen circumstances outside OLIVE's reasonable control.

Where a delay occurs, OLIVE will communicate the updated estimated timeline to the client.

Production timelines are estimates and are not guaranteed delivery dates unless expressly agreed in writing.

11. Delivery & Collection

OLIVE offers complimentary standard delivery within its available delivery areas.

Delivery arrangements will be confirmed with the client before dispatch.

• Express, priority or specially arranged delivery may incur additional costs, which will be communicated and approved by the client beforehand.
• Clients are responsible for providing accurate delivery details and contact information.
• Tracking information will be provided where available.
• Collection may be arranged by prior agreement with OLIVE.
• Full payment must be received before an order is dispatched or made available for collection.

Clients should notify OLIVE as soon as reasonably possible if a parcel arrives damaged, appears to have been tampered with or has not arrived within the communicated delivery timeframe.

OLIVE will assist with investigating delivery concerns and liaising with the relevant courier where necessary.

12. Jewellery Care & Lifestyle Considerations

Fine jewellery is designed to be treasured, but everyday activities can affect its appearance, condition and longevity.

To help protect your piece, OLIVE recommends removing jewellery before:

• Gym sessions, weightlifting and contact sports.
• Gardening, manual labour or activities involving pressure or impact.
• Cleaning with household chemicals or abrasive products.
• Swimming in chlorinated pools or the ocean.
• Applying lotions, perfumes, hair products or other chemicals directly around jewellery.
• Sleeping, where the design or setting may catch or experience unnecessary pressure.

Jewellery should be stored separately in a clean, dry and secure place to minimise scratches and damage.

Although diamonds are exceptionally hard, they can still chip or be damaged by a sufficiently strong impact. Metal settings and claws can also become worn or damaged over time.

OLIVE recommends regular professional inspections and appropriate cleaning to help preserve the condition of your jewellery.

13. Repairs & Maintenance

OLIVE welcomes enquiries regarding cleaning, polishing, resizing, replating and other jewellery maintenance services.

All repair requests will be assessed individually.

• Where a repair is required due to a manufacturing defect covered by applicable consumer protection legislation, the appropriate remedy will be provided in accordance with the law.
• Repairs resulting from accidental damage, normal wear, misuse or other issues outside OLIVE's manufacturing responsibility may incur additional costs.
• A quotation will be provided where possible before chargeable repair work is undertaken.
• Clients should contact OLIVE before arranging third-party repairs or alterations.

Unauthorised third-party alterations may affect our ability to assess the original condition or cause of a subsequent issue. However, this does not automatically remove any statutory rights a client may have.

14. Quotations & Pricing

All quotations are valid for 7 calendar days, unless otherwise stated.

Prices may be affected by changes in the cost or availability of precious metals, diamonds, gemstones and manufacturing services.

• The final price will be confirmed in the client's quotation.
• Any changes to the agreed design or specifications may affect the final price.
• Additional costs will be communicated to the client for approval before being incurred.
• An order is considered confirmed once the client has accepted the quotation and the required initial payment arrangements have been agreed.

OLIVE will not knowingly substitute materials, gemstones or specifications without the client's approval.

15. Communication & Dispute Resolution

OLIVE aims to provide a personal, transparent and supportive experience throughout the purchasing process.

If a client has a concern regarding an order, product or service, they are encouraged to contact OLIVE directly in writing.

Where appropriate, OLIVE may request photographs, videos or an in-person assessment of the item to understand the concern and determine the most suitable next step.

We will make reasonable efforts to resolve concerns fairly and in accordance with applicable South African consumer protection legislation.

16. Privacy & Personal Information

OLIVE respects the privacy of its clients and is committed to handling personal information responsibly.

Personal information may be collected and processed where necessary to:

• Respond to enquiries and provide quotations.
• Process and manufacture orders.
• Arrange payments, deliveries and collections.
• Communicate order updates and provide after-sales support.
• Meet applicable legal and administrative obligations.

Where necessary, relevant information may be shared with trusted third-party service providers, including manufacturers, couriers and payment service providers, for the purpose of fulfilling an order.

Personal information will be handled in accordance with applicable data protection legislation, including the Protection of Personal Information Act (POPIA).

17. Acceptance of Terms

By confirming an order and proceeding with payment, the client acknowledges that they have had the opportunity to review these Terms & Conditions and agrees to the applicable terms.

These Terms & Conditions are governed by the laws of the Republic of South Africa.

Where any provision of these Terms & Conditions conflicts with applicable consumer protection legislation, the relevant legislation will take precedence.

OLIVE reserves the right to update these Terms & Conditions where necessary. Any changes will not retrospectively alter the agreed terms of an existing order unless required by law or agreed with the client.