Art you can wear anywhere

FAQs

1. Where are you located?
Lobster Charms head office is located in Johannesburg, South Africa. Wanna chat? You can get our mailing address and contact info here.

2. Do you have a shop?
Lobster Charms exists purely as an online boutique, www.lobstercharms.com. If you buy cheap Lobster Charms from any other online or offline outlet, you can be sure they are fakes.

3. Where is everything made?
Lobster Charms jewelry is expertly handcrafted at our studio in South Africa. We use only the highest quality 960 Premium Silver, production techniques and packaging.

4. Who creates the designs and where do you get your ideas?
Lobster Charms are the dreams made real by Creative Director, Desiree Gullan. Each design is conceived, refined and perfected by the Lobster Charms fashion-forward creative team and craftsmen whose concepts have multiple layers of style and narrative. They juxtapose aesthetics, and function to produce one-of-a-kind jewelry.

5. Do you sell to stores in my area?
We sell online to all countries worldwide. Lobster Charms is exclusively available online at, www.lobstercharms.com.

6. Do you do custom engraving?
We're a master of Lobster Charms, not a jack of all jewelry crafts. Most reputable jewellers near you will engrave your Lobster Charms piece for you.

7. Money back guarantee
If you’re unhappy with your purchase send it back to us and we’ll give you a full refund on the purchase price of the charm, no questions asked.

8. What about exchanges?
If the item arrived damaged, or was not what you ordered, we will exchange it as per our returns policy.

If you’re making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The exchange value is determined by the last retail price of the item.

9. Should I subscribe to your newsletter?
If you want the latest info on special promotions and designs, we suggest you do. You can subscribe to our newsletter by entering your email at the bottom of this page. Should you want to unsubscribe, click the "Unsubscribe" link at the bottom of the newsletter.

10. Can I put images of your jewelry and accessories on my blog, Pinterest or Facebook page?
Of course. But please don't steal our thunder. Just give www.lobstercharms.com a mention with a link to our site.

11. How do I care for my piece?
Lobster Charms jewelry is made with the highest quality 960 Premium Silver. So there should be no maintenance needed. To clean your Lobster Charm, use a polishing cloth. Find out more here.

12. How do I make a purchase?
1) Once you have selected your items, click on the "Add to bag" button under each item
2) Review the items in your shopping bag by clicking the "shopping bag" link at the top of the page
3) You can use the "Remove from basket" button to delete items from your shopping bag – to avoid disappointment do not do this too often.
4) Click on "Proceed to checkout" to complete your order.

13. I've forgotten my password. What should I do?
Oh dear, don't panic. Click here to reset it. For security reasons we are unable to send your password via email.

14. How do I know if an item is in stock?
All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. So fill up your bag and check out ASAP. If the product you want is out of stock, please email info@lobstercharms.com to find out if there is a waiting list for that item (you will need to be a registered user). From time to time, special edition items may be available to purchase on a pre-order basis for the seriously fashion-forward. This means that you can place your order before items are available to ship, but will only be charged at the time of dispatch.

15. What payment methods does Lobster Charms accept?
Lobster Charms currently accepts payments from all major credit cards through our secure payment gateway (PayPal), one of the safest payment gateway's on the internet. Your sensitive financial information is securely stored on the PayPal servers.

16. What countries does Lobster Charms ship to?
Lobster Charms ships to all countries worldwide. For more information on shipping, click here.

17. Does Lobster Charms ship to Post Office boxes or Freight Forwarding addresses?
We are unable to deliver to Post Office boxes. We do not deliver to forwarding addresses, which includes Aramex addresses.

18. How do I change currency?
All prices are stated in US dollars, when you finalise payment with our secure payment gateway (PayPal) you will be billed in the currency according to the country your credit card is registered in.

19. How much duties and taxes will I have to pay?
Product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary on delivery in order to release your order.

20. Does Lobster Charms ship to multiple addresses?
Unfortunately, you may only ship to one address per order. Be warned: you may decide to keep your friend's birthday gift when you receive it. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

21. How soon can I get my order and how much will it cost?
Lobster Charms ships orders within 5 working days on receipt of your order and shipping takes an average of 3 - 5 working days to reach your address. All orders will be delivered by our carrier partner DHL, from 9am-5pm, Monday to Friday and will require a signature upon receipt. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery times. Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization and customs clearance in your country.

22. What packaging will my order be shipped in?
It wouldn't be Lobster Charms if it wasn't stylish from product to packaging. Your order will be delivered to you in our luxurious signature boxes and velvet pouches, which not only look fabulous, but make the perfect storage solution for your growing Lobster Charms collection.

23. Is my package insured?
All items are insured against theft and accidental damage whilst in transit from Lobster Charms to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

24. Do I need to sign for my order?
Yes. Due to the high value of Lobster Charms, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

25. Can I change my shipping address after my order has been dispatched?
Unfortunately we cannot redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address.

26. Can I add items to an existing order?
Unfortunately, it is not possible to combine orders or add items to an existing order. So simply placea new order for the additional items you want.

27. How will I know you received my order and when will payment be deducted?
After you place your order, we'll send you an email with your order confirmation. Your credit card will only be debited on finalisation of your order. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge you for the value of the items in stock.

28. Can I track my order?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. You can logon to DHL website and track your Lobster Charms every step of their journey.

29. Where is my order?
We aim to dispatch your item within 5 working days and shipping takes an average of 3 - 5 working days to reach your address. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Lobster Charms is not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number.

30. How do I return an item?
If you wish to return an item, you must return it within 30 days and it must contain all original packaging.

Return your purchase to

Lobster Charms
1 Hamlin Street
Highlands North
Johannesburg
2192
Gauteng
South Africa

You will be notified by email once your return has been received and processed.

31. Is my personal information kept private?
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at Lobster Charms, we will need your name, mailing address and email address. When processing your order online we require your billing address, shipping address and telephone number.

Please note that Lobster Charms may use your contact details to inform you of the latest arrivals and fabulous new services via email. If you would prefer not to receive these updates, click unsubscribe at the bottom of the email. Click here to read our Privacy Policy in full.