Frequently Asked Questions

Welcome to the Ivy Swiss Help Desk
Below are answers to some of our most common questions. If you still need help, feel free to get in touch.

Product & Materials

Q: Is your jewellery waterproof and tarnish-resistant?
A: Yes! All Ivy Swiss jewellery is crafted using stainless steel and high-quality gold plating. It’s designed to be waterproof, sweatproof, and non-tarnish, perfect for everyday wear.

Q: Will the gold plating fade over time?
A: Our gold plating is designed for durability. However, natural wear is expected over time, especially with exposure to lotions, perfumes, and harsh chemicals. To extend longevity, we recommend regular cleaning and careful storage.

Q: Are your pieces hypoallergenic?
A: Yes! Most pieces are nickel-free and hypoallergenic — gentle on sensitive skin. If you have a known metal allergy, please double-check each product description or email us.

Q: Do you restock sold-out items?
A: Yes, loved items are maintained. You can sign up for restock alerts via our newsletter to be the first to know.

Shipping & Delivery

Q: Where do you ship to?
A: We currently ship within South Africa using trusted couriers.

Q: How long does delivery take?
A: Delivery takes 2–5 working days after dispatch, depending on your location.

Q: Do you offer tracking?
A: Yes! A tracking link will be sent to your email as soon as your order ships.

Q: How much does shipping cost?
A: Shipping rates vary by courier and destination, and will be calculated at checkout. We occasionally run free shipping promotions, so sign up to our newsletter for updates.

Orders & Payments

Q: What payment methods do you accept?
A: We accept secure payments via Yoco (debit/credit card) and PayFast.

Q: Can I cancel or change my order after placing it?
A: If your order hasn’t been processed yet, we may be able to help. Email us at hello@ivyswiss.co.za ASAP.

Returns & Refunds

Q: Do you accept returns?
A: Due to hygiene reasons, we do not accept returns on earrings or used jewellery. Please visit our Refunds and returns page for our policy.

Q: What if my item arrives damaged?
A: We’re so sorry! Please email hello@ivyswiss.co.za within 48 hours of delivery with a photo of the item and we’ll assist immediately.

Jewelry Care

Q: How should I care for my jewelry?
A: To keep your pieces looking their best:

Store in a dry pouch or box
Avoid direct perfume/spray contact
Clean gently with a soft cloth

✉︎ Newsletter

Q: What’s the “Gold List”?
A: It’s our VIP community for early access to new drops, back-in-stock alerts, and exclusive offers. Plus, you get 10% off your first order just for signing up.

Still need help﹖

Contact our support team:
✉︎ support@ivyswiss.co.za
📱 Instagram DM: @ivy.swiss

We’re happy to assist!