FAQs

Where is Lobster Jewelry located?
Lobster Jewelry head office is located in Johannesburg, South Africa. Want to chat? Click here.

Are there any Lobster Jewelry stores?
Lobster Jewelry is an online boutique, www.lobsterjewelry.com. If you buy cheap Lobster Jewelry from any other online or offline outlet, you can be sure they’re fakes.

Where is the jewelry made?
Lobster Jewelry is handcrafted at our studio in South Africa. We use only the highest quality 960 Premium Silver, production techniques and packaging. South Africa has an excellent global reputation for quality precious metals and jewelry manufacturing.

Who are the designers?
Lobster Jewelry are the dreams made real by Creative Director, Desiree Gullan. Each design is conceived, refined and perfected by the Lobster Jewelry creative team and produced by passionate jewelry craftsmen and women.

Does Lobster Jewelry sell to stores in your area?
We sell online to all countries worldwide. Lobster Jewelry is exclusively available online at www.lobsterjewelry.com

Can you get your charm engraved?
We’re a master of Lobster Jewelry, not a jack of all jewelry trades. Most reputable jewellers near you will engrave your Lobster Jewelry piece for you.

Money back guarantee
If you’re unhappy with your purchase, send it back to us, unused and in the original packaging, within 30 days and we’ll refund the full purchase price less the shipping fees. No questions asked.

What about exchanges?
If the item arrives damaged, or isn’t what you ordered, we’ll happily exchange it. Simply send it back to us, unused, and in the original packaging, within 30 days and we’ll refund the full purchase price less the shipping fees of your order. No questions asked.

If you’re making an exchange because you’d like a different charm, you’ll be charged or refunded the difference in price and charged for the additional shipping costs.

Stay up to date with news, special offers, new releases and special edition charms.
Subscribe to our newsletter, blog and follow us on Instagram and Facebook.

How to care for your one-of-a-kind piece
Lobster Jewelry is made from the highest quality 960 Premium Silver. So there should be no maintenance needed. To clean your Lobster Jewelry, use a polishing cloth. Find out more here.

Forgotten your password?
Don’t panic. Click here to reset it. For security reasons we’re unable to send your password via email.

How do you know if an item is in stock?
All items are in stock unless you see “Sold out”. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you’ve completed your order. So fill up your bag and check out ASAP. If the product you want is out of stock, click here to contact us to get an estimated time of arrival. They’re worth waiting for.

What about special edition charms?
From time to time, special edition items become available on a pre-order basis. If you’d like one – and you will – place your order as soon as possible, as these items are released in limited numbers. You’ll only be charged at the time of dispatch.

What payment methods does Lobster Jewelry accept?
Lobster Jewelry currently accepts payments from all major credit cards through PayPal (one of the safest payment gateways on the internet). Your sensitive financial information is securely stored on the PayPal servers.

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

What about shipping to Post Office boxes or Forwarding addresses?
We’re unfortunately unable to deliver to Post Office boxes or forwarding addresses, such as Aramex addresses.

How do you change currency?
Our prices are in US dollars. When you finalise payment with PayPal you’ll be billed in the currency of your credit card.

What are the costs of duties and taxes?
Prices displayed are exclusive of taxes and duties. You’re liable for import duties, customs and local sales taxes levied by the country you are shipping to.

Can you ship to multiple addresses?
Unfortunately, we only ship to one address per order. If your order requires shipping to multiple addresses, you need to place separate orders for each address.

How soon will you get your order?
Lobster Jewelry ships all orders within 5 working days and shipping takes 3 – 5 working days. Shipping is done by Fedex, from 9am-5pm, Monday to Friday and will require a signature upon receipt. Your order will only be shipped once payment and delivery details are approved. Delivery times don’t account for possible delays caused by payment authorization and customs clearance in your country. We’re unable to redirect orders once dispatched, so please ensure you provide the correct shipping address.

What packaging will your order be shipped in?
It wouldn’t be Lobster Jewelry if it wasn’t quality from product to packaging. Your order will be delivered in a luxurious gift box and your charm will be safely housed in a velvet pouch, which makes the perfect storage solution for your growing Lobster Jewelry collection.

Is your package insured?
All items are insured against theft and accidental damage whilst in transit from Lobster Jewelry head office to the shipping address. Once delivered and signed for, they’re no longer covered by insurance.

Do you need to sign for your order?
Yes. Due to the high value of Lobster Jewelry, we require proof of delivery. We’re unable to deliver without a signature.

Can you change your shipping address after your order has been dispatched?
Unfortunately we cannot redirect orders once dispatched, so please ensure you provide the correct shipping address.

Can you add items to an existing order?
Unfortunately it’s not possible to combine orders or add items to a processed order. Simply place a new order for the additional items you want.

How do you know if your order successful and payment has been deducted?
After you place your order, you’ll receive an email 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 only charge you for the value of the items in stock.

Can you track your order?
Once your order has been shipped, you’ll receive another email confirming your shipping details and tracking number with a link to Fedex tracking system so you can keep track of your order every step of its journey.

How do you return an item?
Returns are accepted within 30 days, provided the items are unused and in the original packaging. Notify us of your return by clicking here, and we’ll arrange Fedex to collect and courier the item back to us.

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

Is your personal information kept private?
All personal information is private and confidential and at no point will we rent or sell your data.To complete a purchase we will need your name, shipping address, email address and phone number.

Please note Lobster Jewelry 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.