FAQ

MY VOUCHER WON'T WORK - HELP!

Please email us at info@dearraeworld.com and we’d be happy to sort it out for you.

HOW DO I FIND OUT MY RING SIZE?

Visiting a local jeweller and having them measure your finger professionally is by far the best way to determine your ring size. Remember that we work with British sizing which is alphabetical - so be sure to mention that to your jeweller. If you are unable to do this, however, please feel free to use our online ring sizing chart as the next best option. Please note that this is merely a guide, so we cannot be held responsible should it end up being the incorrect size.

WHAT IF I NEED MY RING RESIZED?

We charge a £15 resize fee, plus the cost of shipping back to you. Please follow the return procedures on our returns page.

WHY DOESN’T MY DEAR RAE PIECE LOOK EXACTLY LIKE THE PRODUCT ONLINE?

All Dear Rae pieces are locally handcrafted, which means that each treasure will without a doubt be unique. We use high quality materials and take great care in our manufacturing, however, because each piece is individually crafted, there will be slight variations in shape and size. This is especially true when it comes to gemstones. We do try our best at being accurate, but we also believe it is these little differences that make our products special – no one will ever have the same exact Dear Rae piece as you.

HOW IS MY ORDER PACKAGED?

TBC

HOW DO I CARE FOR MY JEWELLERY?

All Dear Rae pieces are made from the highest quality solid gold and sterling silver. None of the metal that we use is plated, which means that you can clean your jewellery with a jewellery cleaner or platinum paper without worrying about the surface wearing down. At Dear Rae, we believe in creating sustainable jewellery that can be worn and treasured for lifetimes. Having said this, please do keep in mind that jewellery is still very precious and care needs to be taken whilst wearing it.

WHAT DO I DO IF I LOST A SMALL STONE FROM MY RING?

Diamonds or gemstones set in small settings such as pave settings, shared claw, flush settings or small claw settings can occasionally fall out, as these settings are incredibly tiny and thus, very delicate. This can happen due to normal wear and tear or if one is not careful with the jewellery item. It’s always good to remember that fine jewels are delicate and should be handled with love. Within 3 months of purchase, Dear Rae will replace the stone at no charge. After 3 months, there will be a repair fee and a gemstone or diamond replacement fee charged to the customer. This amount will be determined after inspection of the piece.

MY SILVER JEWELLERY IS CHANGING COLOUR, WHAT IS CAUSING THIS?

When worn regularly, our sterling silver pieces usually keep their original, bright colour. However, if a piece remains unworn or your skin is very acidic, it may very well start to tarnish. There is no need to worry, though. All it needs is a simple polish and for you to wear it more often.

DOES DEAR RAE DO ENGRAVING?

No, but you are most welcome to take it to a laser or hand engraver in your area.

I BOUGHT A GIFT FOR SOMEONE SPECIAL. CAN I SHIP IT TO THEM DIRECTLY?

Absolutely. Simply use their name and shipping address when entering the shipping details. Make a note at checkout that this order is a gift and we will make sure to exclude the invoice. Be sure to enter THEIR correct address as the shipping address, and YOUR address as the billing address.

HOW LONG WILL IT TAKE FOR ME TO GET MY DEAR RAE PRODUCT?

Each product has a tag that either says 'ready to ship' or 'ready to ship in 15 working days'. Ready to ship items are held in stock and will be delivered in 1-3 days. Items that are made to order have the tag 'Ready to ship in 15 working days' and will be delivered in roughly 18 working days. Please make sure to select your size and then check the tag.

CAN I RETURN MY ORDER?

Of course. If unworn and in its original state, all goods can be returned to us within 14 days. Pieces need to be returned (at your own cost, unfortunately) in the original packaging. Please have a look at our full returns policy under the help tab.

HOW DO I GO ABOUT GETTING A CUSTOM MADE DEAR RAE PIECE?

At Dear Rae, we do manufacture engagement rings, wedding bands and other custom-made pieces – but please note, only in gold and platinum. You can visit our custom designs page for more information or contact us on customdesigns@dearrae.co.za if you wish to set up an appointment (consultations are by appointment only). We are a very small team and receive quite a number of emails per day, so please allow us up to 5 working days for a response. *Dear Rae reserves the right to decline any commission orders for whatsoever reasons arising.

This is a standard cookie notice which you can easily adapt or disable as you like in the admin. We use cookies to ensure that we give you the best experience on our website.

Pre-loader