Refund policy
Delivery
Golden Concept South Africa will strive to fulfil orders as soon as possible. All items are dispatched within one working day of placing your order. Once an order is dispatched it may take between 2 - 7 working days for delivery. Orders can be dispatched on the day of ordering, if the order is received before 11 am.
Orders over R1500 are free, shipping for orders under R1500 will be charged at R75 per shipment. Deliveries made to extremely remote areas may incur an extra delivery charge.
Orders can be tracked.
Returns & Exchanges
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at +27 734285707 or info@lunabelleventures.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
You can always contact us for any return questions on +27 734285707 or info@lunabelleventures.com
Shipping Costs
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. The goods remain your responsibility until they are received and signed by us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
Once your returned item has been inspected, we will notify you of the approval or rejection of your refund.
If your refund has been approved, it will then will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Most frequently Asked Questions
HOW DO I PLACE AN ORDER?
You are welcome to contact us if you require assistance in placing your order. Please contact us via email, chat or phone. Our email is contact@goldenconcept.co.za and our phone number is +27 734285707
WHERE IS MY ORDER?
Our priority is to deliver your order as soon as possible. Once your order has been placed, our logistics department will then process and dispatch your order. Under normal circumstances, your order will be ready for shipping within 24 business hours (except for pre-orders). You will receive a notification via email with live tracking information with an estimated delivery date from the courier.
Once dispatched, the estimated delivery time is between 2-7 business days . Delivery times may be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for you’re understanding and patience in these situations.
If you have any queries regarding your order status, contact us via email at contact@goldenconcept.co.za
If you have any queries regarding your order status, contact us via email at contact@goldenconcept.co.za
How long does the delivery take?
The estimated delivery time is between 2-7 business days . Delivery times can be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for your understanding and patience in these situations.
Do you ship internationally?
No. Currently we are not shipping to other countries outside of South Africa.
What is the returns and exchange policy?
You have the right to return all orders bought directly from Golden Concept except customised orders within 30days of receiving the item. If you have exceeded the 30 days, a refund or exchange cannot be processed. To be eligible for a return, your item must be unused and in the same condition that you received the item and with the original packaging. Once your item has been returned, an inspection takes place in order to evaluate your eligibility for an exchange or a refund. We will also notify you of the decision made by the technical department via email.
What is your warranty policy?
There is a warranty against any manufacturing defects which is valid for 1 year. You can find more information in the following link:
https://goldenconcept.com/pages/purchase-information
How do I adjust the strap?
We have this information available in a care and maintenance booklet that is included in the watch case box.
Order Questions
Where is my order?
Our priority is to deliver your order as soon as possible. Once your order has been placed, our logistics department will then process and dispatch your order. Under normal circumstances, your order will be ready for shipping within 24 business hours(except for pre-orders). You will receive a notification via email with live tracking information with an estimated delivery date from the courier.
Once dispatched, the estimated delivery time is between 2-7 business days . Delivery times may be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for you’re understanding and patience in these situations. If you have any queries regarding your order status, contact us via email at
Once dispatched, the estimated delivery time is between 2-4 business days which varies from country to country. Delivery times may be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for you’re understanding and patience in these situations. If you have any queries regarding your order status, contact us via email at contact@goldenconcept.co.za
Once dispatched, the estimated delivery time is between 2-4 business days which varies from country to country. Delivery times may be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for you’re understanding and patience in these situations. If you have any queries regarding your order status, contact us via email at contact@goldenconcept.co.za
Can I change my delivery address or delivery date?
If you require an address change, we can assist you via email at contact@goldenconcept.co.za
Kindly note, address and shipment date changes may not be processed if the package has already been shipped out. If you need to make an urgent delivery change whilst your order is in transit, we recommend you to contact the courier directly for assistance.
I have not received my order confirmation. What do I do?
Once you have placed your order, you will receive an email from Golden Concept. Please check in your spam folder too. If you have not received the email, please contact us via email at contact@goldenconcept.co.za
My card has been charged but I have not received an order confirmation
In some cases your payment may have been unsuccessful. Even though you’ll see a pending payment, that pending status will be returned back few days after. The number of days to remove the pending status depends on your bank policies.
I have received the wrong product - what should I do?
Our goal is to deliver the correct products but due to high volume of orders, mistakes could happen during the processing of your shipment. If this happens, kindly send us pictures or even a video of the item you have received including your order number and we will do our best to deliver the correct item in the shortest period of time. If you have any queries regarding your order status, contact us via email at contact@goldenconcept.co.za
Why was my order cancelled?
In most cases, your order is cancelled because your payment was unsuccessful. This may be due to different shipping and billing addresses, or unsuccessful authentication procedures.
Shipping & Delivery
How long does the delivery take?
The estimated delivery time is between 2-7 business days . Delivery times can be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for your understanding and patience in these situations.
What are the shipping costs?
Free shipping for orders over R1500 applies, shipping for orders under R1500 will be charged at R75 per shipment. Deliveries made to extremely remote areas may incur an extra delivery charge.
Which delivery services do you use?
We use The Courier Guy for our delivery services.
Do I need to pay for import VAT/tax/customs?
This is not applicable as orders are shipped from South Africa.
Where are you located?
The headquarters are located in Cape Town, South Africa.
Where are your products shipped from?
Our products are shipped from Cape Town, South Africa.
Do you ship internationally?
Our products are shipped from Cape Town, South Africa.
Product Questions
Do the watch cases work with MagSafe charging technology?
Yes. All our cases work with original Apple MagSafe chargers.
Are the watch case straps interchangeable?
Yes. Each watch case model has its own strap range. We have different options available depending on the style (except the Mansory collection). If you require support, contact us via email contact@goldenconcept.co.za
Does the watch case include the Apple Watch?
Depending on your preference, you can choose to include or exclude the Apple Watch.
Are the watch cases water resistant?
Yes. Our watch case are water resistant except models with a leather strap.
How do I install the watch case?
We have this information available in a care and maintenance booklet that is included in the watch case box.
How do I adjust the strap?
We have this information available in a care and maintenance booklet that is included in the watch case box.
What do I do if I need extra parts?
Please contact our customer support via email contact@goldenconcept.co.za
for assistance. Mention your order number and attach pictures of the parts you require.
Can I use a different size watch case for my Apple Watch?
Each watch case has its own unique size. Therefore, we recommend that you order according to the size and model of your Apple Watch.
How can I clean my watch case?
We have this information available in a care and maintenance booklet that is included in the watch case box.
Where are the products made?
The products are designed and manufactured in Sweden.
How can I repair my watch case?
In order to repair your case, please contact our customer support team for assistance via email contact@goldenconcept.co.za
Where can I find the dimensions of the watch case?
The dimensions are available in the product information section under each model.
What is the preorder waiting time?
The preorder waiting time is an estimated time of 3 weeks on released products. For new launch products, the waiting time is specified under each product.
What material is used on the watch cases?
The main materials used in our case frames are titanium, stainless steel and carbon fibre. You can find more details in the product information section.
What type of stones do you use on the watch cases?
We use genuine Swarovski Zirconia crystals on our watch cases. In our exclusive limited edition watch cases, diamonds are also used in the frame.
What is the material of the straps?
Leather straps are made of 100% calf leather.
Metal straps are made of stainless steel.
Rubber straps are made of synthetic rubber.
Purchase Information
Can you adjust my strap?
Instructions are available in the booklet which you receive in the box. However, if you need assistance adjusting your strap, you can visit your local watch repair shop or contact us via email for further assistance.
How should I look after my watch case?
As this is a high end product, we recommend cautious care of the watch cases in order to avoid discolouration, damage and scratches. We recommend occasional cleaning of the inside of the frame to avoid build up which could potentially affect the functionality of the case. For more information you can visit the following page: www.goldenconcept.com/care
Will my Apple Watch warranty be voided?
Your Apple Watch warranty is not affected by the watch case. Your Apple watch warranty will still be valid as no physical changes are made to the Apple watch itself.
What does the warranty cover?
The warranty covers manufacturing defects. For further information, please visit the following page: https://goldenconcept.com/pages/purchase-
Can I wash my straps?
Leather Straps – We do not recommend you to wash the leather straps. Exposure to water can dry the leather and possibly cause damage. However, a local watchmaker or watch retailer may have cleaning products specifically designed for leather. Leather cleaning products are most suitable for cleaning a leather strap.
Rubber Straps - We recommend delicately washing the rubber straps with liquid soap and lukewarm water occasionally.
Return and Exchange
What is your exchanges, returns and refunds policy?
You have the right to return all orders bought directly from Golden Concept except customised orders within 30 days of receiving the item. If you have exceeded the 30 days, a refund or exchange cannot be processed. To be eligible for a return, your item must be unused and in the same condition that you received the item in with the original packaging.
Once your item has been returned, an inspection takes place in order to evaluate if you are eligible for an exchange or a refund. We will also notify you for the decision made by the technical department via email.
Once your item has been returned, an inspection takes place in order to evaluate if you are eligible for an exchange or a refund. We will also notify you for the decision made by the technical department via email.
Can I return if I change my mind?
You have 30 days to return the products if you change your mind. The product must be unused
How do I return my product?
You have up to 30 days to return your product if it is unused. To start a return, you can contact us at contact@goldenconcept.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.. If the return is eligible, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
Can I change my order?
Yes, it is possible to change your order if it has not yet been shipped out. You can contact us via email to make the desired changes.
If your order has already been dispatched, please wait until the package has been delivered to you and return the package back to us. We recommend you to notify us via email when this situation occurs.