Ralph Jacobs Shipping, Delivery and Collection Policy

Issued by: Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa

Registration number: 2019/101093/07

Version: Version 2.0

Effective date: 21 April 2026

Important notice

Estimated dispatch dates and transit periods are estimates only unless Ralph Jacobs expressly agrees a specific date in writing through an authorised representative.

Customer-arranged addresses, third-party recipients, safe-drop instructions and reroutes should always be recorded before booking so that high-value delivery risk is clear.

1. Supplier details

1.1 This Ralph Jacobs Shipping, Delivery and Collection Policy is issued by Coscoroba Group Holdings (Pty) Ltd trading as Ralph Jacobs South Africa.

1.2 Registration number: 2019/101093/07.

1.3 Contact details: website ralphjacobs.co.za; telephone +27 87 551 7635; email legal@ralphjacobs.co.za.

1.4 Physical address and principal place of business: Street No. 1, Kiewiet Street, Lake Umuzi Waterfront, Shop 6B Ralph Jacobs, Secunda, Mpumalanga, South Africa.

1.5 Ralph Jacobs sells jewellery in-store, online and through assisted sales channels, including WhatsApp, telephone, email and social media platforms, and uses independent third-party couriers and collection services where dispatch, delivery or return shipment is required.

2. Purpose, scope and legal status

2.1 This Policy explains how Ralph Jacobs 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.

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

2.3 This Policy must be read together with Ralph Jacobs Terms and Conditions, Return, Refund, Repair, Exchange and Cancellation Policy, Warranty and Care Policy, the final written order record, and any product-specific or service-specific instructions supplied by Ralph Jacobs.

2.4 This Policy is intended to operate consistently with applicable South African law, including the CPA, ECTA, POPIA, and any mandatory regulatory, customs, carrier, anti-fraud or anti-money-laundering requirements that apply to the shipment.

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

3. Important notices and risk disclosures

3.1 Ralph Jacobs uses independent third-party couriers and does not control the courier's route planning, collection window, line-haul timetable, depot handling sequence, delivery route, scan timing or final delivery time.

3.2 Any dispatch date, estimated collection window, transit period or delivery estimate is an estimate only unless Ralph Jacobs expressly guarantees a specific date in writing through an authorised representative.

3.3 Carrier rules, prohibited-item lists, insurance exclusions, liability limitations, claims deadlines, route restrictions, volumetric limits and depot procedures may affect whether Ralph Jacobs can offer a shipping option.

3.4 The customer must inspect the parcel as soon as reasonably possible on delivery or collection, and must immediately notify Ralph Jacobs if the outer packaging is damaged, torn, punctured, crushed, wet, tampered with, open, resealed, or otherwise suspicious.

3.5 Customer-caused failed delivery, missed collection, incomplete address details, unauthorised address changes, redirection requests, depot-hold instructions, refusal of delivery, or failure to monitor tracking may lead to return-to-sender events, re-booking charges, storage charges or fresh courier fees.

3.6 For discretionary returns, customer-initiated returns, warranty submissions booked on the customer's behalf, repairs sent in by the customer, or any other customer-risk shipment, the parcel remains at the customer's risk until Ralph Jacobs has physically received it and checked it in, unless mandatory law states otherwise.

4. Definitions

4.1 Authorised recipient means 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.

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

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

4.4 Customer-caused delivery failure means 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, customer instruction to the courier, unsafe location, or any equivalent cause not attributable to Ralph Jacobs.

4.5 Delivery acceptance means the point at which the parcel is accepted by the customer or an authorised recipient.

4.6 Outbound shipment means any parcel sent from Ralph Jacobs to the customer or to an address nominated by the customer.

4.7 Return shipment means any parcel sent to Ralph Jacobs by or on behalf of the customer for return, exchange, inspection, repair, warranty, sizing, verification or any related purpose.

5. Carrier selection and third-party service providers

5.1 Ralph Jacobs generally uses independent third-party courier services for domestic shipping. These services may include The Courier Guy overnight or national services, or any other carrier selected by Ralph Jacobs in its discretion.

5.2 Ralph Jacobs may change the carrier, service level, route, collection model, depot, delivery method or security process if reasonably necessary for safety, compliance, practicality, cost management, fraud prevention, stock security, destination coverage, value protection or service continuity.

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

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

5.5 Carrier terms and conditions may apply to the carrier's own service, including claims handling, limits of liability, packaging standards, waybill use, prohibited content, rerouting rules and cut-off times.

5.6 Ralph Jacobs may consolidate multiple items into one parcel, hold an order until all items are ready, or split an order into separate parcels where appropriate.

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

6. Order readiness, dispatch windows and transit times

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

6.2 Ralph Jacobs 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 FICA or compliance documents have been provided, and all delivery details have been confirmed.

6.3 Outbound parcels are ordinarily dispatched only from Monday to Thursday. Ralph Jacobs does not ordinarily dispatch parcels on Fridays, Saturdays, Sundays or public holidays.

6.4 Collections and return bookings arranged by Ralph Jacobs are ordinarily booked only on Mondays, Wednesdays and Thursdays, excluding public holidays.

6.5 Where an item becomes ready after the last practical dispatch window on a Thursday, or where a collection request is received outside the booking window, the shipment or booking will ordinarily roll over to the next available business day.

6.6 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 Ralph Jacobs expressly states otherwise in writing.

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

6.8 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.

6.9 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, regulatory hold, stock security procedures, or other events beyond Ralph Jacobs' reasonable control.

6.10 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.

7. Shipping charges, surcharges and additional costs

7.1 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.

7.2 Courier charges are based on current carrier pricing and may change before booking due to route, volumetric mass, destination, risk profile, fuel or security surcharge, remote-area surcharge, customs or other third-party adjustments.

7.3 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, special security charges and storage charges.

7.4 If the customer requests a fresh shipment after a parcel has already been returned to Ralph Jacobs or held at depot because of a customer-caused delivery failure, a new courier fee will ordinarily be payable before re-dispatch.

7.5 International shipping charges, import duties, destination taxes, customs brokerage, local delivery fees, storage, demurrage, destination inspection fees, exchange-control or regulatory costs, and foreign insurance premiums are not included unless expressly stated in writing.

8. Delivery details and customer instructions

8.1 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.

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

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

8.4 Ralph Jacobs may decline delivery to P.O. boxes, parcel lockers, anonymous pickup points, unverified addresses, remote meeting points, or any location considered insecure, impractical, high-risk or inconsistent with the value or nature of the goods.

8.5 The customer must ensure that the nominated address is safe, accessible and lawful for delivery, and that an authorised recipient will be available during ordinary business hours unless otherwise confirmed in writing.

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

8.7 Ralph Jacobs does not recommend unattended or signature-free delivery of jewellery.

9. Tracking, communication and anti-fraud

9.1 Ralph Jacobs will ordinarily share a tracking number or waybill number once a shipment or collection has been booked or accepted by the carrier.

9.2 The customer must monitor tracking on the carrier's platform and promptly inform Ralph Jacobs of any irregularity.

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

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

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

10. Delivery, acceptance and inspection

10.1 The carrier or Ralph Jacobs may require proof of identity, signature, OTP, PIN, order number, written authority or any other reasonable security check before releasing the parcel.

10.2 The customer should inspect the outer packaging before accepting delivery where practical.

10.3 If the parcel appears tampered with, open, resealed, wet, crushed, punctured, cut, torn 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.

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

10.5 Ralph Jacobs must be notified immediately of any visible transit issue, preferably within 24 hours and in any event within 48 hours of delivery.

10.6 The customer must retain the outer packaging, inner packaging, waybill, labels, tamper materials, inserts, certificates, unboxing evidence and the goods themselves in the state received until Ralph Jacobs confirms otherwise.

10.7 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.

11. Risk, title and release of goods

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

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

11.3 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.

11.4 If the customer independently instructs the carrier after booking to reroute, reschedule, hold at depot, redirect, release without signature, release to another person, or otherwise depart from Ralph Jacobs' original dispatch instructions, the customer bears the consequences to the fullest extent permitted by law.

11.5 Any dispute about whether the parcel was handed to an authorised recipient will be assessed with reference to customer instructions, proof of delivery, security records, tracking logs, communications and available evidence.

12. Failed delivery, non-collection, return-to-sender and re-dispatch

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

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

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

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

12.5 Ralph Jacobs may charge reasonable storage fees after notifying the customer that the parcel has been returned and is awaiting collection or re-dispatch.

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

13. In-store collection and release controls

13.1 Ralph Jacobs may notify the customer when an order, repair or service item is ready for collection.

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

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

13.4 The customer should inspect the parcel or goods at collection and report any visible discrepancy, damaged packaging, missing certificate, missing component or wrong item issue promptly and before leaving where reasonably practical.

13.5 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 Ralph Jacobs has been expressly arranged in writing.

14. Returns, exchanges, repairs and collections booked by Ralph Jacobs

14.1 All returns, repairs, warranty submissions, stone-verification submissions and exchanges remain subject to the Ralph Jacobs Return, Refund, Repair, Exchange and Cancellation Policy and the Ralph Jacobs Warranty and Care Policy.

14.2 No return or exchange shipment may be sent to Ralph Jacobs without first following the relevant policy process, including the requirement for a Return Authorisation Number where applicable.

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

14.4 Ralph Jacobs will ordinarily provide the customer with a waybill, tracking number or booking reference once the collection has been arranged.

14.5 The customer is responsible for printing the waybill where required and ensuring that it is correctly affixed, legible, weather-resistant and not likely to detach, tear or become unreadable in transit.

15. Packaging requirements for customer-sent parcels and returns

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

15.2 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.

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

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

15.5 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.

15.6 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.

15.7 The customer must ensure that the parcel is sealed properly, that old labels are removed if a box is reused, and that the waybill is protected against moisture, tearing and accidental removal.

15.8 Ralph Jacobs 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.

16. Risk and insurance for returns and customer-sent parcels

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

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

16.3 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 Ralph Jacobs.

16.4 Where applicable law places the cost or risk of a statutory return on Ralph Jacobs, this Policy yields to that law.

17. Customer dealings directly with the courier after booking

17.1 Once a waybill number or tracking number has been issued, the customer must promptly inform Ralph Jacobs if they wish to change any delivery detail before contacting the courier directly.

17.2 Any arrangement made directly between the customer and the carrier after the waybill or tracking details have been supplied is made at the customer's risk to the extent that the resulting loss, delay, extra cost or misdelivery arises from that direct instruction.

17.3 The customer remains liable for any new courier fee, surcharge, redelivery cost, depot-handling fee, return charge or other actual charge incurred because of the customer's direct arrangement with the carrier.

17.4 Ralph Jacobs is not responsible for consequences flowing from the customer's direct dealings with the carrier if those dealings materially alter the original routing, contact details, recipient details or security controls without Ralph Jacobs' written approval.

18. Lost, delayed, damaged or tampered parcels

18.1 If a parcel is lost, significantly delayed, damaged or tampered with, Ralph Jacobs 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 Ralph Jacobs policy framework.

18.2 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.

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

18.4 Ralph Jacobs and the Protected Parties are 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, reputational harm, lost profits or third-party charges.

18.5 Visible open seals, tampering, visible packaging damage or obvious shortages must be reported immediately because delayed reporting can prejudice carrier investigations and fraud checks.

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

19. International shipping

19.1 International shipping is available only by specific arrangement and separate quotation.

19.2 Ralph Jacobs may require additional lead time, identification, regulatory information, destination verification, compliance review, export documentation and security checks before accepting an international shipment request.

19.3 Unless Ralph Jacobs expressly states otherwise in writing, the customer is solely responsible for all destination-country import duties, customs VAT or GST, taxes, brokerage fees, clearance fees, handling charges, storage, local insurance, destination delivery charges, exchange-control requirements, foreign regulatory permits and any other charges imposed outside South Africa.

19.4 Ralph Jacobs is not a customs broker and does not provide customs clearance in the destination country.

19.5 The customer is responsible for ensuring that the goods can lawfully be imported into the destination country and that destination-specific restrictions, sanctions rules, hallmarking requirements, declaration requirements, licensing requirements or documentation rules are satisfied.

19.6 If an international parcel is delayed, refused, abandoned, returned, seized, assessed, held or destroyed because of destination-country law, customs action, non-payment of destination charges, incomplete customer information or destination import restrictions, the customer bears the resulting risks, costs and consequences to the fullest extent permitted by law.

19.7 International delivery times are estimates only.

19.8 Any mandatory foreign law that applies to the shipment may apply in addition to South African law to the extent required.

20. Force majeure, security events and right to refuse or suspend shipment

20.1 Ralph Jacobs 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 Ralph Jacobs' reasonable control.

20.2 Ralph Jacobs 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.

20.3 Ralph Jacobs may require an alternative delivery method, require in-store collection, delay dispatch until conditions improve, or cancel the shipping option and offer a lawful alternative where reasonably possible.

21. Complaints, claims and evidence

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

21.2 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 report or certificate numbers relevant to the shipment.

21.3 Ralph Jacobs may rely on proof of dispatch, proof of collection, pack-out photographs, CCTV, 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.

21.4 The customer must allow Ralph Jacobs a reasonable opportunity to investigate and resolve the complaint internally.

22. Protected Parties, preservation of legal rights and policy changes

22.1 No employee, consultant, sales assistant, courier-facing staff member, workshop employee, director, officer or representative of Ralph Jacobs 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 Ralph Jacobs.

22.2 To the fullest extent permitted by law, the customer indemnifies and holds the Protected Parties 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.

22.3 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.

22.4 Ralph Jacobs may amend this Policy from time to time by publishing an updated version on its website or making it available in-store.