Frequently Asked Questions

What shipping methods do you offer?

We have a variety of options to cater or all areas and needs

• Fastway couriers – R55 Straight to your door
This option is for main areas and towns that are not considered regional or outlying.
Cape Town Parcels are usually Delivered within 1-2 working days once shipped.
JHB/DBN Parcels are usually delivered within 3-5 working days once shipped.

• Aramex – R100 Straight to your door (48h delivery*) *This is NOT a speed service shipping option and our lead times still apply*
Quickest delivery option (outside cape town and surrounding)We recommend this method for outlying and regional areas as well as pre-arranged rush orders to ensure the quickest possible delivery.

• Postnet to Postnet R100
We recommend this method for outlying and regional areas as well as people who are not always available at a specific address to collect. You will need to collect at your nearest Postnet. This is not a speed service and processing/packing lead times still apply.

• SAPO R50
This is recommended for people who want their parcels delivered to a PO BOX.
NB: We can take no responsibility for delivery times and delays sent via this method.

• Collection at Root44 market in Stellenbosch on a Saturday or Sunday – pre-arranged only[/vc_toggle][vc_toggle title=”How long after I order will you send my order?”]Some items are always in stock and some items may need to be manufactured per order. Thus processing/packing times can take 3 to 12 WORKING days depending on the item. We do however try to always get all orders out asap.

As soon as your order is ready to ship you will receive a notification via email containing your tracking number and any other relevant information.[/vc_toggle][vc_toggle title=”I’m in a Rush?”]Rush orders are possible but need to be arranged and will be dependent on stock.

For any rush orders please email us at

Please note: As our studio is based in Pringle bay and considered as an outlying area, same day delivery is not possible at all (even though we would love it to be!)

Unfortunately there is no courier that offers this. We do however always try our best to get orders out asap.

No rush orders during sale periods.[/vc_toggle][vc_toggle title=”Custom Engraved Jewelry Finish”]

Please note that some pendants might have (really) tiny little scratch on them after engraving.
The main reason for this is some of the residues from engraving escapes while we clean and polish the newly engraved pendant and may cause this to happen.
These tiny little scratches might seem more intense as the items was just polished and will show any imperfections.
Just keep in mind that it will go away with normal wear and it is basically impossible to do engraving on a shiny polished surface and leave it perfectly spotless.
Also keep in mind that these items are man made/hand crafted and not made in a big factory. So there will always be imperfections
We apply an enamel marker inside the engraved area to increase the boldness of the design. Engraving colour might change slightly over time due to enamel fading or oxidation causing it to darken further.
[/vc_toggle][vc_toggle title=”Do you ship internationally?”]Yes we do. At this stage we only offer postage via SAPO as international parcels are very expensive. If you as international client don’t want the wait or risk via post office delivery and prefer an express courier, please email us before ordering on so we may arrange

International Postage is R150 may take anything from 3 weeks to 8 weeks and we can not take responsibility for any delays via this method so please use at own risk and if you do not mind the wait. Some are quick some take very long. It’s a gamble…

This will have to be collected from your nearest post office.[/vc_toggle][vc_toggle title=”What are my payment options?”]We offer the following payment services:

  • Direct EFT transfer
  • Snapscan
  • Payfast

Unfortunately we do not accept cheques or cash on delivery.[/vc_toggle][vc_toggle title=”My Parcel is late, what should I do?”]After handing a parcel over to the courier, we have no control over their delivery times, schedules or any delays caused on their side. The best way to get the current location is to use you tracking number on their website or contacting them directly. Is you are still not winning, please contact us on and we’ll try to help 🙂[/vc_toggle][vc_toggle title=”I need to change my shipping address”]If your parcel has not been shipped out yet (status is processing) then you can contact us directly for an address change. If it has already been shipped out you will need to contact the courier directly using your tracking number we provided and the relevant courier information you have received in your shipment email.[/vc_toggle][vc_toggle title=”My order is a gift. Do you wrap?”]Yes we can make your order as a gift with a personal note and whatever you prefer, just please leave a note at check out or arrange via e-mail.

Multiple items in an order will be packed in one box. If you require the items to be packed separately, please add a note in the notes section upon checking out.[/vc_toggle][vc_toggle title=”Can I buy someone a voucher or gift card?”]Yes! We have a few voucher amounts to choose from – if we do not have the option you are looking for, please let us know and we will assist you 🙂[/vc_toggle][vc_toggle title=”Can you do custom engraving on products or do something completely customized?”]Yes we love custom jobs and always up to the challenge 🙂

You can email us at

Please note these have to be made per order and has an additional 4 to 10 days lead time depending on the work load and item.[/vc_toggle][vc_toggle title=”Do you provide wholesale options for stores?”]Yes we do! We do however require you to send through all relevant information on your shop to make sure we don’t already stock someone in your area.

Email us at[/vc_toggle][vc_toggle title=”Returns & Exchanges?”]Returns:
We offer refunds to customers within 7 days of purchase. (We do not accept any returns after the 7 day grace period)
Please contact us at should you want to return an order.
Please note that the return shipping costs will be at your expense, unless the item/s being returned are defected or not as ordered. In rare cases like this, We will gladly cover the postage costs for the return (via EFT or coupon). Please contact us to make arrangements.
The returned product/s will have to be in an un-used condition and in its original packaging in order for us to proceed with a refund. Refund will only happen once we have received the item back.

We offer exchanges to customer within 30 days of purchase. (We do not accept any exchanges after the 30 day grace period)
Exchanges can be done at our Root44 Store – please confirm arrangements beforehand via email –
Products to be exchanged via our online platform will have to be returned to Hallo Jane first.
All exchange shipping costs will be for your expense.
If you received the product damaged or defective, we will gladly replace/exchange the item at no extra cost to you regarding shipping.
Should there be a credit balance owed to you due to the exchange, you will be provided with a digital Hallo Jane Voucher to be used on our website or at our stall at the Root44 Market. Should there be an amount owed to Hallo Jane due to the exchange, payment will need to be made before the new items are shipped back to you.

Please feel free to pop us an email should you have any questions :-)[/vc_toggle][vc_toggle title=”My Sterling Silver item is changing colour, why?”]The major reason behind silver turning black or tarnishes out is due to presence of various chemical reactions that occurs in contact with sulphur and Hydrogen. Our food items, everyday need products, polluted air consist of sulphur that leads to tarnish silver and make it to look black in colour.
Over time, any sterling silver jewellery piece exposed to air will tarnish. … It’s the other metals, primarily copper, that cause sterling silver to tarnish. The copper reacts to moisture and sulphur in the air, causing the tarnishing reaction. Silver tarnishes faster in areas with high humidity and air pollution.

Can you Remove Tarnish from Sterling Silver?
The best ways to take care of discolouration on silver is:
A Silver Cleaner, available in most grocery stores and from jewellers. This way you know what you’re getting is specially designated for your silver, and is gentle on it.
A Polishing Cloth, available online or from jewellery stores.
Alternatively a tiny bit of sunlight liquid in warm water and lightly wash the jewellery.
Below are a few simple tips on how to help prevent tarnishing on your silver jewellery:
Keep it clean. After wearing your sterling silver jewellery, clean it with a dry soft cloth, or polishing cloth, before storing it away.
Keep it safe. Store your clean dry sterling silver jewellery in a dry airtight container.

When worn regularly, sterling silver usually keeps its original, bright colour. However, if a piece remains unworn or your skin is very acidic, it may very well start to tarnish.  All it needs is a simple polish or for you to wear it more often.[/vc_toggle][vc_toggle title=”Rose Gold Plating After Care Instructions:”]What does Rose Gold Plating mean?
Once you have your beautiful piece made in Sterling Silver, we electroplate the piece using some fun
chemistry. This changes the jewellery piece from Silver into Rose Gold. This does mean that the
plating will need to be re done every so often but not to worry, we are always here to polish it up
and make it brand new again.

How to look after Rose Gold jewellery:
Remember to remove your jewellery while you sleep, shower, exercise and if using harsh cleaning
detergents. Perspiration and moisture can remove the plating faster. When putting body lotion and
perfume on remember to do so before putting on all your beautiful jewels. If you would like to give
your jewellery piece a clean you can use a soft 100% cotton cloth.[/vc_toggle][vc_toggle title=”I placed two consecutive orders, how will they be shipped?”]If you placed two consecutive orders and both orders have the same shipping details, we will ship both orders in one shipment to the same address should both orders be ready together. If you require two separate shipments, please let us know.[/vc_toggle][vc_toggle title=”I missed my delivery”]We cannot be held responsible if the couriers attempt to make contact and no one responds or if no one is at the delivery address to accept the parcel and the parcel is returned or is not delivered in time.

If after the couriers make a few attempts to deliver and no one receives the order, the parcel will be returned to us, we will require payment of the shipping amount to re-send your parcel.

If you would then require a refund and cancel your order, refunds of 50% of the cost of products in your order (-shipping) can be done.[/vc_toggle][/vc_column][vc_column width=”1/6″][/vc_column][/vc_row]