This Policy explains how Diamond Emporium dispatches, ships, delivers, releases, collects and receives parcels relating to sales, repairs, services, exchanges, returns, warranty claims, resizing work, stone verification and other after-sales processes.

This Policy applies to domestic shipments, in-store collections, customer-arranged courier collections, outbound deliveries arranged by Diamond Emporium, and return shipments booked by Diamond Emporium on the customer's behalf or arranged directly by the customer.

This Policy must be read together with Diamond Emporium's Terms and Conditions, Returns and Cancellation Policy, Warranty and Care Policy, the final written order record, and any product-specific or service-specific instructions.

Nothing in this Policy excludes, limits or waives any right that cannot lawfully be excluded, limited or waived.

Authorised recipient — the customer, or any person or entity whom the customer has nominated or allowed to receive, collect, sign for, accept, inspect or hold the parcel.

Business day — any day other than a Saturday, Sunday or official public holiday in South Africa.

Carrier — any third-party courier, logistics provider, messenger service, transport contractor, depot, locker operator, line-haul provider, subcontractor or related service provider.

Customer-caused delivery failure — any failed or incomplete collection or delivery caused by incorrect or incomplete details, unavailable recipient, restricted access, no answer, refusal, absent documentation, customer rescheduling, customer redirection, customer no-show, unsafe location, or any equivalent cause not attributable to Diamond Emporium.

Outbound shipment — any parcel sent from Diamond Emporium to the customer or to an address nominated by the customer.

Return shipment — any parcel sent to Diamond Emporium by or on behalf of the customer for return, exchange, inspection, repair, warranty, sizing, verification or any related purpose.

Diamond Emporium uses independent third-party courier services for domestic shipping. The carrier and service level may change if reasonably necessary for safety, compliance, fraud prevention, stock security, destination coverage, or service continuity.

Diamond Emporium does not guarantee that the same courier or service level will be available for every shipment, destination or class of goods.

Carrier rules may restrict or exclude jewellery, precious metals, precious stones, moissanite, high-value goods, or particular destinations or shipment values.

Any request for declared-value cover, additional insurance, premium security handling, special routing or after-hours delivery must be agreed by Diamond Emporium in writing in advance.

Manufacturing lead times, sourcing lead times, compliance-clearance times and workshop times are separate from shipping and transit times.

Diamond Emporium may withhold dispatch, release or collection until all required amounts have been paid in full and cleared, the order has been finally approved, any required compliance documents have been provided, and all delivery details have been confirmed.

Outbound parcels are ordinarily dispatched only Monday to Thursday. Diamond Emporium does not ordinarily dispatch parcels on Fridays, Saturdays, Sundays or public holidays.

Collections and return bookings arranged by Diamond Emporium are ordinarily booked only on Mondays, Wednesdays and Thursdays, excluding public holidays.

The carrier's standard transit indication for ordinary domestic shipping may be up to three business days after the parcel has been collected or first scanned by the carrier. The day of collection is not counted as a transit day unless Diamond Emporium expressly states otherwise.

Service names such as overnight, express, economy or national refer to the carrier's service category only and do not amount to a guarantee by Diamond Emporium of same-day, next-day or exact-time delivery.

Shipments to farms, mines, rural or outlying areas, security estates, office parks, gated communities, industrial sites or restricted-access addresses may take longer than standard transit indications.

Delays may arise from adverse weather, theft or hijacking risk, civil unrest, public holidays, peak-season congestion, labour action, load-shedding, fleet or sorting disruption, route suspension, customs inspection, or other events beyond Diamond Emporium's reasonable control.

Customers must not make proposal, wedding, travel, gifting or other time-critical arrangements solely on the assumption that an estimated courier timeframe will be met.

Shipping charges, collection charges, insurance charges and quoted courier fees will be disclosed before dispatch, at checkout, in the final order summary, or in the communication by which the shipment is arranged.

Additional costs caused by the customer's instructions or omissions may be charged to the customer, including re-delivery fees, re-booking fees, address-correction fees, return-to-sender fees, failed-collection fees and storage charges.

If the customer requests a fresh shipment after a parcel has been returned to Diamond Emporium because of a customer-caused delivery failure, a new courier fee will ordinarily be payable before re-dispatch.

The customer must provide complete and accurate delivery information — including full name, business or complex name where relevant, unit number, street address, suburb, city, province, postal code, contact number, email address and any necessary access instruction.

The customer must notify Diamond Emporium before booking if there is any change to the address, contact details, preferred delivery day, recipient identity or collection instructions.

Once a waybill has been created or the parcel has been handed to the carrier, any address change, rescheduling request or redirection is not guaranteed and may require cancellation, return, re-booking or fresh payment.

Diamond Emporium may decline delivery to P.O. boxes, anonymous pickup points, unverified addresses, remote meeting points, or any location considered insecure, impractical, high-risk or inconsistent with the value of the goods.

If the customer instructs Diamond Emporium to deliver to a workplace, receptionist, security desk, concierge, gatehouse, neighbour, family member or any third party, that person is treated as an authorised recipient.

Diamond Emporium does not recommend unattended or signature-free delivery of jewellery.

Diamond Emporium will ordinarily share a tracking number or waybill number once a shipment or collection has been booked or accepted by the carrier.

The customer must monitor tracking on the carrier's platform and promptly inform Diamond Emporium of any irregularity.

Tracking events can sometimes update late or out of sequence. A delayed scan does not by itself prove loss.

The customer must use caution in relation to phishing, spoofed courier messages and delivery scams.

Any OTP, PIN, QR code, collection code or similar access credential issued for a shipment must be kept secure.

Diamond Emporium or its carrier may require proof of identity, signature, OTP, PIN, order number, written authority or any other reasonable security check before releasing the parcel.

If the parcel appears tampered with, open, resealed, wet, crushed, punctured or otherwise compromised, the customer should refuse the parcel where practical, or accept it only with a clear written reservation noted on the proof of delivery if permitted.

The customer must immediately photograph or video any visible parcel damage, broken seal, missing tamper device, or suspicious packaging condition before opening the parcel.

Diamond Emporium must be notified immediately of any visible transit issue — preferably within 24 hours and in any event within 48 hours of delivery.

The customer must retain the outer packaging, inner packaging, waybill, labels, tamper materials, inserts, certificates and the goods themselves in the state received until Diamond Emporium confirms otherwise.

This clause does not remove any right the customer may have in relation to a latent defect, wrong item supplied, or any non-excludable statutory remedy.

Title to the goods remains with Diamond Emporium until Diamond Emporium has received full cleared payment of all amounts due for the relevant order.

Where Diamond Emporium arranges an outbound delivery to the address nominated by the customer, the goods remain at Diamond Emporium's risk until delivery is accepted by the customer or an authorised recipient, subject to any mandatory rule that may apply.

If the customer collects in-store, sends a driver, sends a messenger, appoints their own courier, or arranges a third party to collect on their behalf, risk passes to the customer on physical hand-over to that representative.

If the customer independently instructs the carrier after booking to reroute, reschedule, hold at depot, redirect, or release without signature, the customer bears the consequences to the fullest extent permitted by law.

One delivery attempt and one collection attempt are ordinarily contemplated as the standard service position for courier arrangements made by Diamond Emporium, unless confirmed otherwise in writing.

If a collection or delivery fails because of a customer-caused delivery failure, the parcel may be returned to Diamond Emporium, held at a depot or collection point, or re-routed by the carrier.

Re-booking, re-dispatch, storage, re-routing, return-to-sender or further delivery charges resulting from a customer-caused delivery failure may be charged to the customer before any fresh shipment is arranged.

If a parcel is returned to Diamond Emporium after an unsuccessful delivery attempt, Diamond Emporium may require the customer either to collect in-store or to pay a new courier fee before shipment is arranged again.

No extra charge will be imposed for a failed delivery or return caused solely by Diamond Emporium's own error, except where a third-party mandatory charge has already been irreversibly incurred and the law permits recovery.

Diamond Emporium may notify the customer when an order, repair or service item is ready for collection.

Diamond Emporium may require proof of identity, order reference, proof of payment, written authority, or any other reasonable security information before releasing goods.

If a third party is collecting on behalf of the customer, Diamond Emporium may refuse release until satisfactory written authority and identification are supplied.

Once goods have been released to the customer or an authorised collector, the customer assumes responsibility for transport and further handling unless a fresh courier booking by Diamond Emporium has been expressly arranged in writing.

All returns, repairs, warranty submissions, stone-verification submissions and exchanges remain subject to the Diamond Emporium Returns and Cancellation Policy and Warranty and Care Policy.

No return or exchange shipment may be sent to Diamond Emporium without first following the relevant policy process, including obtaining a Return Authorisation Number where applicable.

If Diamond Emporium agrees to book a courier collection for a return or service-related shipment, Diamond Emporium books only a collection date according to its booking schedule and does not guarantee a specific collection time or time slot.

Every return shipment, repair submission or customer-sent parcel must be packed securely enough to withstand ordinary transit handling.

The customer must use concealed, unbranded and unmarked outer packaging. The outer packaging must not advertise, imply or reveal that the contents are jewellery, diamonds, gemstones, moissanite, gold, silver, platinum or other valuable goods.

Fragile or valuable contents must be immobilised inside the parcel using suitable internal cushioning and protective materials.

Original reports, certificates, invoices, care cards, return forms and any other required papers must be concealed inside the parcel.

The customer must place the Return Authorisation Number inside the parcel and, where instructed, also note the RAN on the parcel in the prescribed way.

The customer should create and retain a complete record of the parcel contents before dispatch — including dated photographs and preferably a continuous video showing the packaging process.

Diamond Emporium may refuse to accept, or may reserve all rights in relation to, any parcel that arrives insecurely packaged, visibly tampered with, incorrectly labelled, unlawfully declared, or in a condition that makes verification unfairly difficult or unsafe.

Even if Diamond Emporium facilitates or books the courier collection, the customer must maintain appropriate insurance for any customer-sent parcel, return, repair submission, warranty submission or other inward shipment, unless Diamond Emporium expressly agrees otherwise in writing or mandatory law states otherwise.

For discretionary returns and other customer-initiated return shipments, the parcel remains entirely at the customer's risk until Diamond Emporium has physically received it, opened it under controlled conditions and checked it into Diamond Emporium's system.

If the customer uses their own courier, driver, messenger or transport arrangement for a return or repair shipment, the entire transit risk, insurance risk and claims process remain with the customer until actual receipt by Diamond Emporium.

If a parcel is lost, significantly delayed, damaged or tampered with, Diamond Emporium may investigate the matter directly with the carrier, request supporting evidence, and decide on appropriate next steps according to the facts, contract, applicable law and Diamond Emporium policy.

The customer must reasonably cooperate with any investigation by providing tracking details, photographs, videos, written statements, proof of identity, proof of payment, packaging, report numbers, proof of value, and any communication received from the carrier.

Where an outbound parcel arranged by Diamond Emporium is lost or materially damaged before delivery acceptance, Diamond Emporium will deal with the matter according to the customer's non-excludable legal rights and the circumstances of the case.

Diamond Emporium is not liable, to the fullest extent permitted by law, for indirect, incidental, special or consequential losses arising from shipping delay, transit interruption, event postponement, missed occasions, travel costs, accommodation costs, emotional distress or third-party charges.

For customer-arranged shipments or customer-risk return shipments, the customer remains responsible for pursuing any claim against the relevant carrier or insurer.

Diamond Emporium may delay, suspend, refuse, reroute or cancel a shipping arrangement if reasonably necessary because of force majeure, weather events, civil unrest, strike action, fuel shortage, epidemic, pandemic, emergency regulations, hijacking risk, theft risk, war, terrorism, embargo, border closure, sanctions, power or telecommunications failure, road closure, carrier suspension, suspected fraud, suspected unlawful activity, compliance hold, or any event beyond Diamond Emporium's reasonable control.

Diamond Emporium may also refuse or postpone shipment where it reasonably believes the address, shipment value, route, contents, customer instruction, documentation, payment profile or collection method creates an unacceptable risk.

All shipping complaints, damage reports, non-delivery complaints, address-dispute complaints, tamper complaints and return-shipment issues must first be addressed directly to Diamond Emporium at legal@diamondemporium.co.za.

The customer must provide all reasonably necessary information for the complaint to be investigated, including proof of purchase, order number, tracking number, photographs, videos, description of the issue, date and time information, copies of communications with the carrier and any certificate numbers relevant to the shipment.

Diamond Emporium may rely on proof of dispatch, proof of collection, pack-out photographs, packing records, waybills, proof of delivery, signature records, OTP records, tracking logs, communication records and related operational data as prima facie evidence of the relevant shipping event.

No employee, consultant, sales assistant, courier-facing staff member, workshop employee, director, officer or representative of Diamond Emporium assumes personal liability merely because that person communicates with the customer, arranges a booking, handles a parcel, or performs a duty in the ordinary course of business for Diamond Emporium.

To the fullest extent permitted by law, the customer indemnifies and holds Diamond Emporium harmless against losses, costs and claims arising from the customer's incorrect delivery instructions, unlawful shipment content, undeclared prohibited items, insecure packaging of customer-sent parcels, customer fraud, customer misrepresentation, customer-authorised rerouting, or customer breach of this Policy.

Nothing in this Policy is intended to exclude any liability that cannot lawfully be excluded, or any consumer right that cannot lawfully be limited, waived or avoided.

Diamond Emporium may amend this Policy from time to time by publishing an updated version on its website or making it available on request.