Frequently asked questions

What materials do we use in our jewellery?

We use Austrian and Czech crystals, Czech Glass, Japanese Seed Beads, Freshwater Pearls, Semi-Precious Stones & quality jewellery findings. Many of our pieces are one of a kind or limited edition. Each piece is handmade by one of the designers in our collective. There may be small variations from the photos, which is all part of owning a unique handmade item.

Glass beads are durable and your beaded jewellery can last for many years to become an heirloom piece if well looked after. However, being made of glass the beads are delicate and can break if dropped on a hard surface or stepped on. Some of the coatings and colours applied to glass beads can wear off over time. This is not a defect but part of the evolving life story of your beaded article.

Jewellery care instructions

Our jewellery is handmade to make you look and feel beautiful. Avoid exposure to chlorine, creams, soaps, shampoos and perfumes to make your jewellery last longer. Remove your beaded jewellery before bathing or swimming. When getting dressed please put your jewellery on last.

Should your jewellery accidently get wet, pat it dry with a soft cloth and then allow it to dry on a towel out of direct sunlight. Store your jewellery in a dry place, preferably in a soft bag or in its original box.

Repairs

The hardest wearing area of a necklace or bracelet is near the clasp or fastening. Should your item become damaged or need repair we are happy to help. Please do not hesitate to contact us so we can see how we may assist. Shipping costs and materials used in the repairs will be to the account of the owner of the jewellery. Please understand that this service applies to jewellery purchased from Lemon Poppy.

Repairs to beaded jewellery items which were purchased elsewhere and require fixing can be undertaken on a case-by-case basis. You are welcome to contact us for a quote.

What does 14/20 K gold-filled (GF) mean?

Gold-filled jewellery is created by mechanically bonding a thin layer of gold to a base metal core (usually brass) by applying high heat and pressure. Industry standards in the USA require that 5% (or 1/20th) of the weight of the final item consists of a layer of gold permanently bonded to the outside of the item. 14/20 K gold-filled means at least 5% of the item consists of 14 karat gold by weight.The layer of gold in a gold-filled item is 50 to a 100 times thicker than on a gold plated item. This layer of gold is more durable and does not rub off and should last for many years, with proper care.

What does gold plating mean?

A thin layer of gold is applied to the outside of a base metal using electroplating. The process involves chemicals and an electric current. The layer is relatively thin and can wear or rub off over time.

What is sterling silver?

Sterling silver or 925 silver contains at least 92.5% of silver by weight, and another metal, usually copper.

What does silver plating mean?

As with gold plating, a thin layer of silver is applied to a base metal using an electrochemical process.

Which payment options do we accept?

Payment for South African orders is through PayFast, which is a secure payment method for South African websites, or through direct EFT.

Payment for International orders is through PayPal.

Shipping

FREE shipping applies to all South African orders over R1000 and international orders over R1500.

Ready to ship orders will be processed within 3 business days of receiving payment. Goods will be shipped either in a padded envelope or small box with padding.

Which shipping options are there for South African purchases?

We are located in Cape Town and offer shipping via registered mail or courier.

  • Registered mail

Shipping will be via insured registered mail through the South African Post Office. Once your parcel has shipped we will send the tracking number to you via email. South African orders can take 5-8 business days for your parcel to reach your local post office. Please ensure that we have your full postal address.

  • Courier delivery to your door

Delivery will be within 2-4 working days. Please ensure that there will be someone to sign for your package during the day at the shipping address you provide and please include a contact number.

  • Are there other shipping options?

To arrange a different shipping method such as sending your parcel to your nearest Post Office or nearest Postnet counter, please email us at karen@lemonpoppy.co.za

  • Collection

If you live in Cape Town and wish to collect from us, please email us. We will email the collection address to you once your parcel is ready for collection.

International Orders

If you are ordering an item for a special occasion, please allow sufficient time for possible delays in customs.

  • Registered mail

Shipping will be via registered mail through the South African Post Office. Once your parcel has shipped we will send the tracking number to you via email. International orders can take 2-3 weeks to arrive at their destination.

  • Expedited mail service (EMS)

EMS is an international priority mail service through the SA Post Office. Door to door delivery is available to most countries and takes 4-5 working days. However there may be a delay at your local customs.

  • Customs taxes and duties on International orders

Customs taxes and duties will be the buyer’s responsibility. Please be advised that we are obliged by law to declare the full price of your item on the export paperwork.

Returns and refunds

Returns and refunds are handled on a case-by-case basis. If your item arrives damaged in any way, please contact us immediately so that we can assist.

All of our items are carefully made using quality materials.  We would like our customers to be happy with their purchases. We will issue a store credit minus shipping and taxes if the item is returned unused and with the designer tag in place. Insurance and return postage is to the cost of the returnee. Returns are to be accompanied by the invoice and a return validation number. Please contact the seller prior to returning items.

Please be aware that any purchases made with store credits are processed as a new order and standard postage or courier costs, and delivery times will apply.

Timelines

New orders are processed in the order in which they are received.

New products and custom orders

We are constantly developing new products. New products will appear in our Instagram feed well before they are added to the website. Do feel free to contact us if something catches your eye on Instagram.

Many of our items are custom made. We will add photos of beautiful custom items on Instagram as well as to this website. 

  • Copyright

Please know that we respect copyright and will not be able to copy a design. You are welcome to send us images or ideas that Lemon Poppy can draw inspiration from when designing and making your custom order.

  • Custom orders

Custom orders for personalized items are welcome and encouraged. Please contact us for custom design, including hair accessories, bridal jewellery and the redesigning of sentimental costume jewellery.

We require a 50% deposit before work will commence. This includes planning the design. Custom orders will be shipped only once the full amount including shipping costs has been paid.

Please allow 2-3 weeks manufacturing time for custom orders. This does not include shipping time. For a special occasion please ensure that your custom order reaches us timeously. Do contact us if you need an urgent order and we will do our best to accommodate you.

Custom orders cannot be returned. We will strive to achieve your vision and will send photographs of the final product prior to shipping it to you.

  • Wholesale orders

We do accept small wholesale orders. Please contact us for custom made wholesale orders.

Purchasing a gift?

We are happy to include a special message in the parcel. 

Currency

Prices are listed in South African rand ZAR. Please know that while we strive to keep our pricing constant the cost of our materials is affected by changes in the exchange rate.

Do you have a brick-and-mortar store where we can visit you to see your jewellery?

At present we are mainly an online retail business. However you can find some of our products at 

  • Bo-Kaap Bazaar at 94 Wale Street, Cape Town City Center 
  • Melkbos2Morocco at Belzac Centre, 6th Avenue, Melkbosstrand
  • Little House Boutique at Constantia Village, Constantia, Cape Town