Shipping, Delivery and Collection Policy

Document code: RJ-LS-05

Version: 3.2

Version date: 27 September 2026

Effective date: 1 October 2026

Issued by: Ralph Jacobs SA (Pty) Ltd (reg. 2019/101093/07) and Ralph Jacobs NZ Limited (company no. 9334729) — see Where We Sell for which company sells to you

Supersedes: all earlier published versions of this document

This Policy governs dispatch, courier delivery, collection, identity checks, third-party recipients, courier branches, reroutes, delivery delays, transit risk and return shipments.

If you are buying from outside South Africa, read this together with Where We Sell and Who You Buy From.

Customers must provide accurate delivery address, contact number, email address, recipient name and access instructions. Incorrect or incomplete details may delay delivery and may result in additional courier, storage, return or rebooking costs where lawful.

Delivery dates are estimates unless Ralph Jacobs confirms a specific date in writing. Delivery depends on payment clearance, production, sourcing, quality checks, FIC/AML/CFT/fraud checks, courier capacity, customs clearance, customer availability and seasonal or closure periods.

We tell you the delivery or completion period before you place the order.

For transactions with Ralph Jacobs SA (Pty) Ltd, the Electronic Communications and Transactions Act requires us to deliver online orders within 30 days unless we have expressly agreed a longer period with you. If we cannot, you may cancel and we refund you.

For transactions with Ralph Jacobs NZ Limited, the Consumer Guarantees Act requires delivery within the agreed time or, where none is agreed, within a reasonable time. We tell you the expected period before you order and keep you informed if it changes.

For international orders, your quote or checkout shows you:

• shipping origin;
• destination country;
• contracting entity;
• currency;
• whether VAT/GST/import tax/duties are included or payable by the customer;
• who is importer of record where known;
• whether customs clearance, border delay, inspection or import restriction may affect timing;
• whether jewellery, diamonds, gemstones, precious metals, watches or related goods require special permits or declarations.

Ralph Jacobs may refuse, delay or cancel dispatch where the destination-country customs, tax, sanctions, courier, AML/CFT, product-safety or import/export position has not been cleared.

High-value goods may require:

• verified delivery address;
• verified recipient identity;
• no safe-drop;
• a signature, or a one-time PIN (OTP) sent to you, on delivery;
• additional insurance or secure transport, quoted separately (see “Courier and cover options” below);
• no reroute without approval;
• Compliance Officer review for unusual patterns; and
• collection from an approved location.

International high-value delivery may require additional identity, customs, import, export, insurance and sanctions checks.

Courier and cover options. Within South Africa we deliver through Bob Go, using The Courier Guy. For international orders our standard courier is FedEx. Higher-value orders are dispatched only after our approval of the carrier and cover for that shipment. If you would like a different courier, secure transport or additional insurance, ask us: we quote it separately, and it is arranged only if you accept the quote. Whatever courier is used, your rights in sections 5 and 5A do not change.

Where Ralph Jacobs arranges delivery to the customer’s nominated address using its approved courier, risk remains with Ralph Jacobs until the goods are delivered to the customer or an authorised recipient, unless the law allows another arrangement and the customer expressly agrees.

If the customer instructs Ralph Jacobs to use a customer courier, release without signature, reroute, deliver to a third party, deliver to a courier branch, or use a high-risk address, Ralph Jacobs may require a separate risk acknowledgement and may refuse the instruction where reasonable.

Your piece is at our risk until it is delivered to you (section 5). If it is lost, stolen or destroyed on the way to you, you do not lose out, and you do not need to claim from anyone.

What we do: we replace it.

• We make or source a replacement to the same specification, at no cost to you: the same design, metal, size and engraving. We deal with the courier ourselves; you never need to claim from the courier or an insurer.
• A stone is replaced with the same stone if it is recovered, or otherwise with a stone of at least equal grading and value, which we show you and you approve before it is set (Terms section 6A).
• Manufacturing starts again as soon as we confirm the loss with the courier, and we give it priority. The manufacturing time applies again (at least 20 working days, plus sourcing time for a stone, Terms section 9), and we tell you the new delivery date in writing.
• By ordering, you agree to allow us that replacement period instead of cancelling for non-delivery.

When you can have your money back instead. You may cancel and receive a full refund of everything you paid, within 14 days, if:

• we cannot deliver the replacement by the new date we gave you, or within 60 days of the original delivery date, whichever is later;
• you told us in writing before you ordered that delivery by a specific date was essential (for example for a wedding), and the replacement will miss that date;
• a stone of at least equal grading and value is not available, or you do not approve the one we offer; or
• the law of your country gives you a right to cancel that cannot be excluded (for example, in the UK and the EU, if the replacement is not delivered within an additional period that is appropriate in the circumstances).

Nothing in this section reduces a right the law gives you. It does not apply where a parcel was lost after delivery to you or your authorised recipient, or after a delivery instruction you gave that we accepted under section 5 (for example release without signature), where the law allows that risk to be yours.

If the customer asks Ralph Jacobs to deliver to or release goods to another person, Ralph Jacobs may request:

• recipient full name and contact details;
• recipient identity confirmation;
• relationship to customer;
• written authority from the customer;
• proof of address or delivery reason; and
• Compliance Officer approval for high-value or unusual transactions.

Customers collecting goods may be required to present identity, order reference, proof of payment and any written collection notice. Third-party collection requires written authority and identity checks.

Failed delivery, missed courier calls, refusal of delivery, unavailable recipient, incorrect address, depot expiry or access refusal may result in delay and additional lawful charges.

Customers should inspect parcel condition before accepting delivery where practical. Damage, tampering or shortage should be reported promptly with photographs of the packaging and item.

Return shipments are governed by the Returns Policy. Customers must follow the RAN and packaging instructions unless the law requires another process.