Refund & Returns
We want you to be stoked about your purchase if something isn’t right, here is how we handle it:
1. The Return Window
In accordance with the ECTA, you have a 7-day “Cooling-Off” period from the date of delivery to request a return or exchange for a full refund.
- Note: After this 7-day window, we offer exchanges or store credit only, up to 14 days after delivery.
2. Condition of Gear
To be eligible for a return or exchange, your items must be in their delivered condition:
- Unworn and unwashed: No surf wax, salt-water stains, or makeup marks.
- Scent-free: Free from perfumes, detergents, or smoke.
- Original State: The “Natural Roll” hem on Box-Crops must not have been trimmed or altered.
3. How to Start a Return
- Contact Us: Reach out via our email info@creatingjem.net with your order number and reason for return.
- Address Provided: We will provide you with the specific return shipping address for our Cape Town studio.
- Pack it Up: Ensure the gear is safely packed in its original packaging (or similar protective mailer).
- Shipping Costs: Unless the item is defective, the customer is responsible for return shipping costs. We recommend using a trackable service (like The Courier Guy)—we cannot refund or exchange what we don’t receive.
4. Refunds
Once we receive and inspect your return to ensure it meets the Condition of Gear requirements, we will notify you of the approval.
- Processing: If approved, your refund will be processed back to your original payment method within 2–3 business days.
- Timing: Please note that your bank may take an additional 3–5 days to reflect the balance.
5. Damaged or Defective Items
Every piece is hand-checked before it leaves the studio. However, if your gear arrives with a genuine defect:
- Action: Please take a clear photo of the issue.
- Timeframe: Contact us at info@creatingjem.net within 48 hours of delivery.
- Resolution: We will arrange a collection and get a replacement sent out as soon as possible—on us.
- Note: The characteristic “natural roll” of the raw-edge hem on Box-Crops is a design feature and not considered a defect.
6. Exchanges
If the fit isn’t quite right and you’d like a different size, follow the “How to Start a Return” steps. We will ship your new size out as soon as the original item is back in our hands (subject to stock availability).
Creating Jem reserves the right to refuse returns that do not meet the above criteria.
Orders
Free in store collection at our suppliers Pic-a-Tee in Durbanville
No minimum order quantity
National delivery with a standard fee of R109 (incl VAT)
Delivery normally takes 4-6 working days from placement of order.
Secure payments with PayStack