Terms & Conditions
Last Updated: 5 April 2026
Welcome to Soulmate Sparkles.
These Terms and Conditions govern your use of the Soulmate Sparkles website, soulmatesparkles.com, and any purchase of products or services made through our website.
By accessing our website, creating an account, placing an order, requesting a custom design, or purchasing a product from Soulmate Sparkles, you acknowledge that you have read, understood and agreed to these Terms and Conditions.
These Terms and Conditions should be read together with our Privacy Policy, Shipping Policy, and Returns, Refunds & Exchanges Policy.
Nothing in these Terms and Conditions is intended to limit or exclude any rights you may have under applicable South African consumer protection legislation. Terms that attempt to waive or remove statutory consumer rights may not be enforceable.
1. About Soulmate Sparkles
Soulmate Sparkles is a jewellery business based in South Africa, offering jewellery products and related services through our website.
Our jewellery range may include, among other products:
- Lab-grown diamonds
- Moissanite
- Emeralds
- Rubies
- Sapphires and other gemstones
- Gold jewellery
- Platinum jewellery
- S925 sterling silver jewellery
- Stainless steel jewellery
- Custom and bespoke jewellery
- 3D-designed jewellery
The availability of particular materials, gemstones, designs and products may change from time to time.
2. Acceptance of These Terms
By using our website or purchasing from Soulmate Sparkles, you agree to comply with these Terms and Conditions.
If you do not agree with these Terms and Conditions, please do not use the website or place an order.
You must provide accurate and complete information when placing an order. This includes your name, contact details, billing information, delivery address and any information required for custom or personalised jewellery.
You are responsible for ensuring that the information supplied to us is accurate.
3. Website Use
You may use the Soulmate Sparkles website for lawful purposes only.
You agree not to:
- Use the website for fraudulent or unlawful purposes.
- Attempt to gain unauthorised access to our website, systems or accounts.
- Interfere with the operation or security of the website.
- Copy, reproduce or commercially exploit our website content without permission.
- Upload malicious software, code or other harmful material.
- Use automated systems to scrape, copy or reproduce substantial portions of our website or product catalogue without written permission.
- Misrepresent your identity or provide fraudulent payment information.
We reserve the right to restrict or terminate access to the website where reasonably necessary to protect Soulmate Sparkles, our customers or our systems.
4. Products and Product Information
We make reasonable efforts to ensure that product descriptions, photographs, prices, measurements and other information displayed on our website are accurate.
However, jewellery is a physical product and slight variations may occur.
This may include variations in:
- Colour
- Stone appearance
- Natural inclusions
- Texture
- Finish
- Size
- Weight
- Photography and screen representation
Natural gemstones and diamonds may naturally contain inclusions, colour variations and other characteristics that make each stone unique.
Photographs may also appear slightly different depending on your device, screen settings, lighting and photography conditions.
Where a product is described as containing a particular material or gemstone, the product specification displayed on the relevant product page will apply.
5. Jewellery Materials and Stone Descriptions
Soulmate Sparkles may offer jewellery containing natural and laboratory-created materials.
Where applicable, product listings will identify the relevant material or stone, such as:
- Natural diamond
- Lab-grown diamond
- Moissanite
- Emerald
- Ruby
- Sapphire
- Gold
- Platinum
- S925 sterling silver
- Stainless steel
Customers should carefully review the product description and specifications before purchasing.
Where a product includes a precious metal purity designation, such as 14K, 18K, 22K, 950 platinum or S925 sterling silver, the designation refers to the stated composition of the product.
Where certification is included with a particular diamond or gemstone, the relevant certification details will be provided with the product or communicated to the customer where applicable.
6. Prices
All prices displayed on our website are stated in South African Rand (ZAR) unless otherwise indicated.
Prices may change from time to time.
A price change will not affect an order that has already been accepted and paid for, except where the transaction is affected by an obvious pricing error, fraud, technical error or another circumstance permitted by law.
We make reasonable efforts to ensure that prices are displayed correctly. If an obvious pricing error occurs, we reserve the right to contact you before fulfilling the order to confirm whether you wish to proceed at the correct price.
7. Placing an Order
When you place an order through our website, you are making an offer to purchase the selected product or products.
Your order is subject to acceptance and availability.
An automated order confirmation confirms that we have received your order. It does not necessarily mean that your order has been finally accepted or dispatched.
We may contact you if:
- A product is unavailable.
- Additional information is required.
- There is a payment issue.
- There is an obvious pricing or product information error.
- A security or fraud concern arises.
- A custom design requires clarification.
If we are unable to fulfil your order, we will provide an appropriate remedy, including a refund where applicable.
8. Payment
Payment must be successfully received before an order enters processing, unless another payment arrangement has been expressly agreed with Soulmate Sparkles.
We may use third-party payment providers to securely process transactions.
Soulmate Sparkles does not generally receive or store your complete banking or card credentials where payment is processed through a third-party payment provider.
You agree that all payment information supplied by you must be accurate and that you are authorised to use the selected payment method.
We reserve the right to delay or cancel an order where a payment cannot be verified or where a transaction appears fraudulent or unauthorised.
9. High-Value Jewellery Orders
For higher-value jewellery purchases, Soulmate Sparkles may require additional verification before an order is processed.
This may include:
- Verification of customer information.
- Confirmation of delivery details.
- Payment verification.
- Additional identification or documentation where reasonably necessary to prevent fraud.
- Confirmation of custom specifications.
These measures are intended to protect both the customer and Soulmate Sparkles.
We will handle personal information in accordance with our Privacy Policy and applicable privacy legislation.
10. Custom, Bespoke and 3D-Designed Jewellery
Soulmate Sparkles may offer custom jewellery and 3D design services.
Custom jewellery may involve consultation, design development, 3D modelling, revisions, material selection, gemstone selection and manufacturing.
Because customised jewellery is created specifically for an individual customer, additional terms may apply to the particular project.
Before production begins, customers may be required to approve:
- The design.
- Measurements.
- Ring size.
- Materials.
- Gemstones.
- Engravings.
- Finishes.
- Other personalised specifications.
Once a customer has approved a final custom design and manufacturing has commenced, changes may not be possible without additional costs.
Custom, personalised and made-to-order products may have different cancellation and return conditions from standard products, subject always to applicable consumer law.
11. 3D Design Approval
Where Soulmate Sparkles provides a digital 3D render or design preview, the preview is intended to communicate the proposed design.
The final manufactured piece may contain minor differences resulting from:
- Manufacturing processes.
- Material properties.
- Gemstone characteristics.
- Production tolerances.
- Setting requirements.
- Finishing processes.
The approved design will form the basis of production.
Customers are responsible for carefully reviewing and approving important specifications before production begins, particularly ring size, dimensions, engraving, gemstone selection and material selection.
12. Ring Sizes and Customer Measurements
Customers are responsible for providing accurate ring sizes where the customer is responsible for supplying the measurement.
We strongly recommend obtaining a professional ring measurement before ordering a ring.
If an incorrect size is supplied by the customer, resizing may be possible depending on the design and materials involved and may incur additional costs.
Certain designs, stone settings, bands and materials may have limitations regarding resizing.
13. Engravings and Personalisation
Customers are responsible for ensuring that all information supplied for engraving or personalisation is correct.
This includes:
- Names
- Dates
- Initials
- Messages
- Spelling
- Numbers
- Symbols
Soulmate Sparkles is not responsible for errors resulting from information incorrectly supplied or approved by the customer.
Where an error is caused by Soulmate Sparkles, the matter will be assessed and addressed appropriately.
14. Shipping and Delivery
Orders are processed and shipped in accordance with our Shipping Policy.
Delivery times provided on the website or during checkout are estimates unless expressly stated otherwise.
Delivery times may be affected by:
- Courier delays.
- Public holidays.
- Incorrect delivery information.
- Weather.
- Operational disruptions.
- Customs or regulatory processes.
- Events outside our reasonable control.
The delivery period begins once the order has been handed to the relevant delivery provider, unless otherwise stated.
Customers are responsible for providing a complete and accurate delivery address.
15. Delivery of High-Value Jewellery
For security reasons, high-value jewellery may require:
- Signature upon delivery.
- Identity verification.
- Secure delivery arrangements.
- Additional delivery confirmation.
Delivery requirements may vary depending on the value and nature of the order.
Customers should ensure that someone authorised to receive the parcel is available where signature or verification is required.
16. Risk and Delivery
Soulmate Sparkles will take reasonable measures to package jewellery securely and arrange appropriate delivery.
Where applicable, risk associated with the goods will transfer in accordance with applicable South African consumer law and the circumstances of the transaction.
Nothing in these Terms and Conditions is intended to exclude statutory consumer protections.
17. Returns, Refunds and Exchanges
Returns, refunds and exchanges are governed by our Returns, Refunds & Exchanges Policy.
Customers should review that policy before making a purchase.
Nothing in our Returns Policy or these Terms and Conditions limits any statutory rights available to consumers under applicable law.
The Consumer Protection Act establishes consumer rights relating to fair dealing, quality, safety and redress, and prohibits terms that improperly remove or override those rights.
18. Faulty, Damaged or Incorrect Goods
If your jewellery arrives damaged, defective or materially different from what you ordered, please contact us as soon as reasonably possible.
We may request photographs, videos, order information or other reasonable information to assess the issue.
Where a statutory remedy applies, Soulmate Sparkles will provide the applicable remedy in accordance with South African law.
19. Jewellery Care
Jewellery requires appropriate care to maintain its appearance and condition.
Customers are responsible for following reasonable jewellery-care instructions provided with their purchase.
Depending on the material and design, customers should take care to avoid unnecessary exposure to:
- Chemicals.
- Perfumes.
- Household cleaning products.
- Chlorine.
- Excessive moisture.
- Extreme heat.
- Impact or abrasion.
Damage caused by misuse, accidents, inappropriate care, unauthorised alterations or normal wear and tear may not qualify as a manufacturing defect.
20. Natural Stones and Jewellery Characteristics
Natural gemstones and diamonds are formed through natural geological processes and may therefore contain unique characteristics.
Variations in colour, clarity, inclusions, texture and appearance do not necessarily constitute defects.
Where a customer selects a specific gemstone or diamond, the characteristics stated in the product description or applicable certificate will govern the specification of that stone.
21. Intellectual Property
All content appearing on the Soulmate Sparkles website is owned by or licensed to Soulmate Sparkles unless otherwise stated.
This includes:
- Logos.
- Brand names.
- Product names.
- Product descriptions.
- Photography.
- Graphics.
- Website designs.
- 3D designs.
- Custom design concepts.
- Written content.
- Videos.
- Illustrations.
- Marketing materials.
You may not reproduce, modify, distribute, sell, publish or commercially exploit our intellectual property without our prior written permission.
The Soulmate Sparkles name and branding may not be used in a manner that suggests an unauthorised relationship, endorsement or partnership.
22. Custom Designs and Intellectual Property
Unless otherwise agreed in writing, custom design concepts, 3D models, renders and design materials created by Soulmate Sparkles remain the intellectual property of Soulmate Sparkles or the relevant designer.
Purchasing a finished piece of jewellery does not automatically transfer ownership of the underlying digital design, CAD model, render or intellectual property.
Customers may not reproduce, manufacture, commission another manufacturer to reproduce, resell or commercially exploit a Soulmate Sparkles design without written permission.
23. Website Content
We aim to keep our website accurate and current.
However, we do not guarantee that every piece of website content will always be complete, current or free from typographical or technical errors.
We may update, modify, remove or replace website content, products, prices, designs or services from time to time.
24. Third-Party Services
Soulmate Sparkles may use third-party services for functions including:
- Payment processing.
- Delivery and courier services.
- Website hosting.
- Email communication.
- Analytics.
- Marketing.
- Security.
- Customer support.
Third-party services may have their own terms and privacy policies.
Where a third party processes personal information on our behalf, such processing will be subject to applicable privacy requirements and our Privacy Policy.
25. Website Availability
We aim to keep our website available and functioning reliably.
However, we cannot guarantee uninterrupted access to the website at all times.
Temporary interruptions may occur due to:
- Maintenance.
- Updates.
- Technical problems.
- Hosting issues.
- Cybersecurity incidents.
- Internet or telecommunications failures.
- Events outside our reasonable control.
26. Limitation of Liability
To the extent permitted by applicable law, Soulmate Sparkles will not be liable for losses arising solely from circumstances outside our reasonable control.
Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation is prohibited by law.
In particular, these Terms and Conditions do not exclude statutory consumer rights or liability that cannot lawfully be excluded.
27. Events Outside Our Control
Soulmate Sparkles will not be responsible for delays or failure to perform an obligation where such delay or failure results from circumstances beyond our reasonable control.
This may include:
- Natural disasters.
- Severe weather.
- Fire.
- Flood.
- Civil unrest.
- Strikes.
- Government restrictions.
- Power failures.
- Internet or telecommunications failures.
- Courier disruptions.
- Cybersecurity incidents.
- Other events beyond our reasonable control.
Where such an event occurs, we will take reasonable steps to minimise its impact on customers.
28. Fraud and Suspicious Transactions
Soulmate Sparkles reserves the right to investigate transactions that appear fraudulent, unauthorised or suspicious.
Where reasonably necessary, we may delay, cancel or refuse an order while verification is conducted.
Where an order is cancelled, any refund will be handled in accordance with applicable law and the circumstances of the transaction.
29. Privacy and Personal Information
Your privacy matters to us.
Personal information collected through the website is handled in accordance with our Privacy Policy and applicable South African privacy legislation.
Information may be collected and processed for purposes including:
- Processing orders.
- Processing payments.
- Delivering products.
- Providing customer support.
- Communicating with customers.
- Preventing fraud.
- Improving our website and services.
- Complying with legal obligations.
Please read our Privacy Policy for further information.
30. Electronic Communications
When you communicate with Soulmate Sparkles electronically, including by email or through our website, you consent to receiving electronic communications where permitted by law.
We may communicate with you regarding:
- Orders.
- Payments.
- Deliveries.
- Returns.
- Customer service.
- Custom designs.
- Account activity.
- Important changes to our services.
Electronic transactions and communications in South Africa are subject to the Electronic Communications and Transactions Act.
31. Marketing Communications
Where you have provided appropriate consent, Soulmate Sparkles may send marketing communications about products, offers, launches and other brand updates.
You may unsubscribe from marketing communications at any time using the relevant unsubscribe mechanism or by contacting us.
Transactional and service-related communications may still be sent where necessary to fulfil an order or provide a requested service.
32. Promotions and Discounts
From time to time, Soulmate Sparkles may offer promotions, discount codes, special offers or limited releases.
Promotions may have specific terms and conditions.
Unless otherwise stated:
- Promotional codes cannot be exchanged for cash.
- Promotional codes cannot be combined with other offers.
- Promotions are subject to availability.
- Promotions may have specified start and end dates.
- A promotion will not necessarily apply retrospectively to previous purchases.
Where a promotion has specific conditions, those conditions will apply.
33. Gift Cards
Where Soulmate Sparkles offers gift cards, additional terms may apply.
Gift cards cannot be redeemed for cash unless required by law.
Gift card terms, expiry periods and redemption conditions will be communicated at the time of purchase.
34. Accounts and Passwords
Where our website allows customers to create an account, you are responsible for maintaining the confidentiality of your login information.
You should notify us if you believe that your account has been accessed without authorisation.
Soulmate Sparkles will not be responsible for losses resulting from your failure to keep your login information secure, except where otherwise required by law.
35. Age Requirements
Customers must have the legal capacity to enter into a binding agreement.
If you are under the age required by applicable law to independently enter into a particular transaction, you should only place an order with the involvement and consent of a parent or legal guardian where required.
36. Changes to These Terms
Soulmate Sparkles may update these Terms and Conditions from time to time.
The latest version will be published on this page with the relevant Last Updated date.
Changes will apply from the date they are published, unless otherwise required by law.
Where a change materially affects an existing order or agreement, applicable consumer rights will continue to apply.
37. Severability
If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful and enforceable where possible.
If it cannot be made enforceable, it will be removed to the extent necessary, without affecting the validity of the remaining provisions.
38. No Waiver
If Soulmate Sparkles does not immediately enforce a provision of these Terms and Conditions, this does not mean that Soulmate Sparkles has waived its right to enforce that provision in the future.
39. Governing Law
These Terms and Conditions are governed by the laws of the Republic of South Africa.
Any dispute arising from the use of our website, purchase of products or services, or these Terms and Conditions will be dealt with in accordance with applicable South African law.
Nothing in this clause prevents a consumer from exercising a statutory right or using a consumer dispute-resolution mechanism available under applicable law.
40. Consumer Rights
Soulmate Sparkles respects the rights provided to consumers under South African law.
These Terms and Conditions are not intended to remove, restrict or override rights that cannot legally be excluded.
Where there is a conflict between these Terms and Conditions and a mandatory provision of applicable law, the mandatory provision will prevail.
The South African Consumer Protection Act specifically recognises consumer rights relating to fair dealing, disclosure, quality, safety, redress and fair contractual terms.
41. Contact Us
If you have questions regarding these Terms and Conditions, your order, a product, a custom design or any of our policies, please contact us.
Soulmate Sparkles
Email: store@soulmatesparkles.com
Website: soulmatesparkles.com
Business Address:
41 Linaria Drive
Vincent Heights
East London, 5247
South Africa
A Final Note From Soulmate Sparkles
Every piece of jewellery we offer represents something more than a transaction.
It may mark a promise, celebrate a milestone, carry a memory or become something that is passed from one generation to the next.
Our Terms and Conditions exist to make the relationship between Soulmate Sparkles and our customers clear, transparent and fair, so that you can purchase with confidence and focus on what matters most: the story behind the sparkle.
Soulmate Sparkles, where every sparkle tells a story.