Shipping Policy
Shipping, Delivery, Returns & Cancellation Policy
Last updated: 12 October 2026
1. DELIVERY & PACKAGING
Every piece of Umlilo Fire Diamonds jewellery is carefully packaged in our signature branded jewellery packaging, designed to protect your purchase and provide a beautiful unboxing experience.
All orders are dispatched from Johannesburg, South Africa, using our trusted delivery partner, The Courier Guy.
We take care to ensure that your jewellery is securely packaged and prepared for delivery.
2. SHIPPING RATES
South Africa
Local Delivery: A flat rate of R200 per order within Johannesburg and surrounding areas.
Outlying and Regional Areas: Additional delivery charges may apply depending on the destination.
Local Pickup: FREE from selected participating stores.
All applicable shipping charges will be confirmed at checkout before payment.
International Shipping
International delivery is subject to availability and is quoted individually based on the destination, parcel weight, value and applicable insurance requirements.
International orders may be subject to customs duties, import taxes and additional clearance fees imposed by the destination country.
These charges are not included in our product prices or shipping fees and remain the responsibility of the customer, unless otherwise agreed in writing.
We recommend contacting your local customs authority before placing an international order to understand any additional charges that may apply.
All orders are dispatched from Johannesburg, South Africa.
3. FREE LOCAL COLLECTION
Customers may choose to collect their Umlilo Fire Diamonds jewellery at no additional charge from selected participating stores.
Simply select Local Pickup at checkout and choose your preferred collection location from the available stores.
Local collection is completely free of charge.
Collection is available only at participating stores displayed during checkout.
Customers will be notified once their order is ready for collection.
Please wait for collection confirmation before visiting your selected store.
Customers may be required to present their order confirmation and valid identification when collecting their jewellery.
Collection times are subject to product availability and the operating hours of the selected store.
Orders cannot be collected until confirmation has been received from Umlilo Fire Diamonds.
4. DELIVERY TIMES
South Africa
We aim to deliver online purchases within 7–10 working days, excluding weekends and public holidays, subject to product availability and payment confirmation.
Please note that delivery timelines are estimates and may vary depending on your location, product availability and courier operations.
Orders for jewellery that is made to order, specially sourced or customised may require additional processing time. Where applicable, estimated lead times will be communicated before your order is confirmed.
During peak trading periods, including festive seasons, public holidays and promotional campaigns, delivery may take longer than usual.
We will make reasonable efforts to keep customers informed of any significant delays.
5. ORDER TRACKING
Once your order has been dispatched, you will receive a shipping confirmation and tracking information, where available.
Deliveries are handled by The Courier Guy and may require a signature or confirmation of receipt.
Please ensure that your delivery address and contact details are accurate when placing your order.
If you experience any issues with your delivery, please contact Umlilo Fire Diamonds so that we can assist.
6. RETURNS & EXCHANGES
At Umlilo Fire Diamonds, we want you to be completely satisfied with your purchase.
If you are unhappy with an eligible purchase, please contact us within 7 days of receiving your order to request a return or exchange.
For voluntary returns or exchanges under our store policy, jewellery must be:
Unworn and unused.
In its original condition.
Returned with its original packaging.
Accompanied by proof of purchase.
Returned with any certificates or documentation originally supplied.
Returns are subject to inspection before a refund or exchange is approved.
This voluntary 7-day return policy does not limit any rights customers may have under the Consumer Protection Act, Electronic Communications and Transactions Act or other applicable South African legislation.
7. NON-RETURNABLE ITEMS
For change-of-mind returns under our voluntary returns policy, the following exclusions may apply:
Earrings, where hygiene considerations prevent their resale.
Bespoke jewellery created to a customer’s individual specifications.
Personalised or engraved jewellery.
Specially commissioned or custom-made pieces.
These exclusions do not remove a customer’s statutory rights where jewellery is defective, incorrectly supplied or otherwise does not comply with applicable consumer protection legislation.
8. DEFECTIVE OR INCORRECT ITEMS
Every Umlilo Fire Diamonds piece is carefully checked before dispatch.
If you receive an item that is defective, damaged or different from what you ordered, please contact us as soon as reasonably possible.
We may request photographs and relevant order details to assist with assessing the issue.
Where a product does not meet the requirements of applicable consumer protection legislation, customers will be entitled to the remedies provided by law, which may include repair, replacement or refund, depending on the circumstances.
Statutory rights relating to defective goods are not restricted to the voluntary 7-day returns period.
9. RETURN SHIPPING
For voluntary change-of-mind returns, customers may be responsible for the cost of returning jewellery to Umlilo Fire Diamonds.
Where a return arises from defective goods, an incorrect item or another circumstance in which Umlilo is legally responsible, return shipping will be handled in accordance with applicable consumer protection requirements.
For security reasons, please contact us before returning jewellery so that appropriate return arrangements can be made.
We recommend that jewellery is returned using a secure, trackable and appropriately insured delivery service.
10. CANCELLATION BEFORE DISPATCH
Customers may request to cancel an order before it has been dispatched or made available for collection.
To request a cancellation, please contact Umlilo Fire Diamonds as soon as possible, providing your order number, full name and contact details.
For standard, in-stock jewellery that has not yet been dispatched or collected, cancellation requests will generally be accepted and a refund arranged through the original payment method.
If an order has already been processed for dispatch, we will advise whether cancellation is still possible or whether the order must be handled through our Returns & Refunds Policy.
11. CANCELLATION AFTER DISPATCH OR COLLECTION
If your order has already been dispatched, cancellation may be subject to the applicable return conditions outlined in this policy.
For orders selected for local collection, cancellation requests should be submitted before the jewellery has been collected.
Once an order has been collected, the applicable returns provisions and statutory consumer rights will apply.
Customers may request a return of eligible jewellery within 7 days of delivery or collection under our voluntary returns policy.
Where the statutory cooling-off provisions of the Electronic Communications and Transactions Act apply, qualifying customers may cancel within seven days of receiving the goods, without reason or penalty, subject to statutory exceptions and permitted return costs.
Nothing in this policy limits those statutory rights.
12. MADE-TO-ORDER & CUSTOMISED JEWELLERY
Certain Umlilo Fire Diamonds pieces may be specially manufactured, personalised or customised according to individual customer specifications.
These may include:
Bespoke diamond jewellery.
Personalised or engraved pieces.
Jewellery manufactured to specific customer requirements.
Specially commissioned designs.
Once production has commenced, voluntary cancellation of these orders may not be possible.
Where cancellation is requested before production begins, we will assess the request and advise whether the order can be cancelled.
Any applicable charges or deductions will be limited to those permitted by law and the agreed terms of the order.
The statutory cooling-off right under the Electronic Communications and Transactions Act may not apply to goods made to a customer’s specifications or clearly personalised.
This exclusion does not affect customers’ rights regarding defective goods, incorrect products or other statutory remedies.
13. BACK ORDERS
Certain Umlilo Fire Diamonds pieces may be available on back order.
Where applicable, please allow approximately 3–4 weeks for dispatch, subject to availability, production requirements and confirmation at the time of purchase.
Delivery times will be calculated separately from the production or back-order period.
If an item requires additional time, we will communicate the estimated timeline to you.
14. DELAYED ORDERS
We aim to fulfil orders within the delivery timelines communicated at the time of purchase.
If we are unable to meet an agreed delivery timeframe, customers may have cancellation or refund rights under applicable consumer protection legislation.
We will communicate significant delays and work with customers to resolve the matter fairly.
15. ORDER CANCELLATIONS BY UMLILO FIRE DIAMONDS
In certain circumstances, Umlilo Fire Diamonds may be unable to fulfil an order.
These circumstances may include:
An item becoming unavailable.
An error in stock availability.
An unsuccessful or unverified payment.
Suspected fraudulent or unauthorised transactions.
An unexpected manufacturing or supply issue.
An incorrect product listing or pricing error, subject to applicable consumer law.
If we are unable to fulfil your order, we will contact you as soon as reasonably possible to explain the situation and discuss the available options.
Where an order cannot lawfully or reasonably be fulfilled and a refund is due, we will arrange the appropriate refund in accordance with applicable legislation.
16. REFUNDS
Once an eligible return or cancellation has been approved, the applicable refund will be processed through the original payment method wherever reasonably possible.
Payments made through Peach Payments will ordinarily be refunded using the payment gateway’s supported refund process.
Refund processing times may vary depending on the payment provider and financial institution.
Where applicable legislation requires a refund within a specified timeframe, that timeframe will apply.
Any deductions for delivery or other charges will be made only where permitted by applicable law.
17. PAYMENT METHODS
Umlilo Fire Diamonds uses Peach Payments as its online payment gateway.
Available payment methods will be displayed at checkout and may vary depending on the payment options supported by Peach Payments.
Payments are processed through secure payment systems.
Umlilo Fire Diamonds does not intentionally store customers’ full credit or debit card details on its own website systems.
Customer information is handled in accordance with our Privacy Policy.
18. HOW TO REQUEST A RETURN OR CANCELLATION
To request a return, exchange or cancellation, please contact Umlilo Fire Diamonds with the following information:
Your full name.
Your order number.
The email address associated with your purchase.
The item or items concerned.
The reason for your request, if applicable.
Our team will review your request and advise you of the next steps.
19. YOUR CONSUMER RIGHTS
Umlilo Fire Diamonds is committed to complying with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
Nothing in this policy is intended to exclude, restrict or override any statutory rights granted to customers.
Where statutory cooling-off, cancellation, refund or defective-goods provisions apply, those legal requirements will take precedence over our voluntary store policies.
20. CONTACT US
For questions relating to shipping, delivery, local collection, returns, refunds, cancellations or product availability, please contact:
Umlilo Fire Diamonds
Umlilo Diamonds (Pty) Ltd
Office 904, 9th Floor
Bedford Centre Office Tower
Corner Smith & Bradford Roads
Bedford Gardens, Bedfordview, 2007
South Africa
Email: hello@umlilodiamonds.com
We will make reasonable efforts to respond promptly and assist customers with any enquiries regarding their purchases.