Frequently Asked Questions
Can't find what you're looking for? Contact us on WhatsApp and we'll be happy to help.
Orders & Payment
How do I place an order?
Simply browse our store, add your items to your cart, and proceed to checkout. Follow the steps to enter your delivery details and complete payment. You will receive a confirmation once your order has been placed.
What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- Instant EFT
All transactions are processed securely at checkout.
Can I change or cancel my order after placing it?
We do not cancel orders once they have been placed, and we cannot guarantee that amendments can be made. Please double-check your order carefully before completing checkout — including your items, sizes, and delivery details. If you notice an error immediately after ordering, contact us on WhatsApp as soon as possible and we will do our best to assist, but this cannot be guaranteed.
Shipping & Delivery
When will my order be dispatched?
We dispatch orders on Mondays, Wednesdays, and Fridays. If your order is placed after a dispatch day, it will go out on the next available dispatch day. Shipping begins after drop-off at our PEP store — not from the date your order was placed.
How long will delivery take?
Delivery times depend on the shipping option you choose at checkout, and are calculated from the dispatch date in business days (Monday to Friday, excluding public holidays):
- Economy (Pep store collection): 7–9 business days — R60
- Speed (Pep store collection): 3–5 business days — R110
- Home Delivery: 3–5 business days — R120
What shipping carrier do you use?
We ship via Paxi, which offers both Pep store collection and home delivery options.
Do I need a PEP store code?
Yes — if you choose Economy or Speed delivery, you must provide your PEP store code at checkout. Without it, we cannot process your shipment. Visit our Find Your PEP Store Code page for a step-by-step guide.
When will I receive my tracking information?
Tracking details are sent after your parcel has been dispatched. Please allow some time for the tracking to update in the system after dispatch.
Do you deliver nationwide?
Yes, we deliver across South Africa via Paxi.
Returns, Refunds & Exchanges
Do you accept returns?
All sales are final. We do not accept returns or issue refunds. Please read our full Returns and Refunds Policy before purchasing.
Can I exchange a ring if it doesn't fit?
Yes — we offer a one-time exchange on rings only, subject to conditions. The ring must be unworn, unused, and returned in the exact condition it was received. The customer is responsible for all shipping costs. Please contact us on WhatsApp to initiate an exchange before sending anything back. See our Returns and Refunds Policy for full details.
What if I receive a faulty or defective item?
All orders go through a quality check before dispatch. If you believe you have received a faulty item, please contact us on WhatsApp with clear photos or video as proof and we will gladly assist you.
What if I ordered the wrong size?
We do not offer refunds or returns for incorrect sizing, except for rings (exchange only, conditions apply). We strongly recommend using our Size Guide and purchasing a ring sizer tool before ordering. If you are unsure, contact us before placing your order.
Sizing
How do I find my ring size?
You can measure using a strip of paper or string, or use an existing ring to measure the inner diameter. We also sell ring sizer tools in our store. Visit our Size Guide for full instructions and a size chart.
How do I find my bracelet, anklet, or necklace size?
Our Size Guide includes step-by-step measuring instructions and size charts for all jewellery types.
How do I know what watch size to choose?
Our Size Guide covers both strap sizing and case size. Always check the product description for the specific measurements of each watch before purchasing.
Products & Materials
What materials are your jewellery pieces made from?
Our jewellery is primarily made from stainless steel, with some pieces in copper or brass. Stones include cubic zirconia and rhinestones. Visit our Jewellery Care and Materials Guide for a full breakdown.
Will my jewellery tarnish?
Our pieces are tarnish-resistant, not tarnish-proof. With proper care, they can stay looking beautiful for a long time. Stainless steel is the most durable option. Copper and brass require more care. Read our Jewellery Care and Materials Guide for tips.
Are your pieces hypoallergenic?
Our stainless steel pieces are hypoallergenic for most people and gentle on sensitive skin. If you have known metal allergies, please check the product description or contact us before purchasing.
Are your watches waterproof?
Many of our watches are water-resistant, meaning they can handle light splashes such as hand washing or light rain. They are not waterproof and should not be submerged in water or worn while swimming or showering.
Packaging
What packaging will my order come in?
- Jewellery: Sealable zip-lock bag, drawstring pouch, and a jewellery cloth
- Watches: Watch box with cushion pillow insert and a jewellery cloth. Adjustable watches also include a complimentary watch adjusting tool.
- Accessories: Carefully wrapped and packed — no additional packaging items included
Props and display items shown in product photos are not included. See our Packaging page for more details.
Contact & Support
How do I contact Accessory Mob?
The best way to reach us is via WhatsApp. We aim to respond as quickly as possible during business hours.
What are your business hours?
We operate Monday to Friday. Response times may vary over weekends and public holidays.
I have a question not answered here — what should I do?
Send us a message on WhatsApp and we will get back to you as soon as possible. We are always happy to help before you place your order.