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    Frequently asked questions

    Online orders 

    I have a question or want to make a change to my order. Who do I contact ?

    If you have any questions regarding your order, please contact our Customer Care Department at shop@purple-carrot.co.za


    Will my personal information be shared with any third parties?

    At Purple Carrot, we value your privacy. It is our policy never to sell or trade personal information with any third parties. 


    Shipping and delivery


    How long will it take to deliver my order?

    Please allow a day for fulfilling your order and 2-4 working days for delivery. Please allow extra time over public holidays. 

    Specialized name cutout items takes 10 working days for manufacturing as well as the additional delivery time


    How do I track my order status?

    You will receive an email containing your tracking number once your order is sent out.



    If you need assistance with a refund or replacement and you bought it from an agent, start with your agent. Please let your agent know about any order issues within 30 days from the date of your purchase. Don’t forget to keep your receipts! 

    If you bought directly from our headoffice -

    Send an email to online@purple-carrot.co.za quoting your order number. One of our team members will get back to you. 

    Purple Carrot offers a 90 day warranty on manufacturing defects. 

    Examples of manufacturing defects: 

    • Non-functional clasp

    • Jump ring or chain link that is not closed properly

    • Glass or crystals are loose

    • Abnormal discolorations (beyond normal variations in natural stone colors or tarnishing from wear or time)

    We will gladly exchange your item if it is returned within 30 days from ordering please see your agent or complete the claim form and send the item back to us with your warranty number or proof of purchase.

    I've changed my mind about my order and want to return or change it for something else

    You have 7 working days to contact us on shop@purple-carrot.co.za We will gladly refund or change it during this period. All orders cancelled after this period of time will be handled at the discretion of our Customer Care manager.


    For any discrepancies or returns, please contact your agent or call Customer Care


    When will Purple Carrot cancel an order

    Purple Carrot reserves the right to cancel orders should stock not be available or if an order is not paid within 30 days of placing

     In the event of system errors or advertising mistakes leading to inaccuracies in product availability or pricing, the company reserves the right to cancel or modify orders accordingly



    How do I contact Purple Carrot?

    Your first point of contact will always be your agent if you purchased your jewellery from one.

    If you have questions regarding online orders, you can contact us  on shop@purple-carrot.co.za