FAQ's
Welcome to Fleur Ateljee’s FAQ page. We’ve gathered some of the most common questions our clients ask to help guide you through your experience with us. If you don’t see your question here, feel free to reach out—we’re always happy to help.
Materials
Which base metals do you use for your jewellery?
All our pieces are made from high-quality stainless steel and plated in either silver, 14k, or 18k gold using PVD (Physical Vapor Deposition), a thin-film coating used for a long-lasting, tarnish-resistant finish.
Our jewellery is tarnish resistant, hypoallergenic, water and sweat resistant.
Perfect for everyday wear!
What’s the difference between 14k and 18k gold plating?
14k gold has a slightly paler golden tone and is more durable due to its higher percentage of alloy metals.
18k gold has a deeper warm, richer hue and slightly more gold content.
Both are beautiful, and the choice comes down to your style preference.
Is your jewellery hypoallergenic?
Yes! All of our pieces are made from high-quality stainless steel, which is naturally hypoallergenic and safe for most sensitive skin types.
We choose this material specifically so that you can wear your jewellery comfortably, every day, without irritation.
If you’ve struggled with reactions to other metals, stainless steel is a great, skin-friendly alternative.
Care & Durability
Is your jewellery tarnish-proof and can I wear it in water?
Our stainless steel jewellery are plated using PVD (Physical Vapor Deposition), which makes them highly resistant to tarnish.
These pieces are water and sweat-resistant, so you can wear it daily without worry.
However, like all plated jewellery, a little extra care goes a long way in keeping it looking beautiful for years to come.
Try to avoid harsh chemicals like chlorine or perfume to prolong the plating’s life.
View our full care guide here.
Will the gold plating fade over time?
PVD gold plating is known for its durability, but over time and with heavy wear, natural fading may occur - especially if your piece comes into frequent contact with harsh water, perfume, or lotions.
To extend the life of your jewellery, we recommend removing it before swimming in chlorine water, exercising with perfume, or applying beauty products.
View our full care guide here.
What’s the best way to clean my jewellery?
Simply wipe your jewellery gently with a soft, dry cloth after wearing to remove oils and residue.
For a deeper clean, use mild soap and warm water, then dry thoroughly.
Avoid harsh cleaners or chemicals, as they can damage the the plating over time.
View our full care guide here.
How should I store my jewellery?
We suggest storing your pieces in a soft pouch or jewellery box, away from direct sunlight and humidity.
Keep items separate to avoid scratches, especially those with delicate charms or engraved surfaces.
View our full care guide here.
Personalisation
Can I customise a piece with engraving or a special charm?
Absolutely! Many of our pieces can be custom engraved with names, initials, dates, or meaningful phrases.
We also offer charms with birthstones, pearls, rhinestones and other sentimental touches.
Which engraving designs do you offer?
You can view our available engraving styles by clicking on the “Engraving Examples” tab on each product page.
Have something unique in mind? You're welcome to send us a custom design! Please note that custom engravings may incur an additional design fee, quoted based on complexity.
To help us get it just right, please leave clear notes at checkout with any specific requests.
Can I choose my engraving font?
For the front engraving, you’re welcome to choose from our selection of fonts - just click on the “Font Examples" link on the product page to see a preview them.
For the back engraving, we’ll select a complementary font that pairs well with your front choice to ensure a balanced and beautiful designed piece.
If you have a specific font in mind for the back, feel free to leave clear notes at checkout - we’ll do our best to honour them!
Can I approve the design before it’s made?
We currently do not offer design approvals before production.
While we’d love to offer a preview for every custom piece, sending design proofs and waiting for feedback or changes significantly slows down our process and affects the timeline for all other orders.
To keep things running smoothly and ensure everyone receives their jewellery on time, we trust our creative process and attention to detail to bring your vision to life beautifully.
If you have something specific in mind, feel free to leave clear notes at checkout - we’ll do our best to honour them!
Orders & Shipping
How long before I receive my order?
Order turnaround depends on the type of piece you’ve selected:
- Ready-to-ship items: Dispatched within 1–3 working days
- Custom engraved jewellery: Dispatched within 2–7 working days
You’ll receive tracking details as soon as your order ships. If you need something by a specific date, please reach out before ordering—we’ll do our best to accommodate you!
Please allow 2–5 working days for delivery via courier, depending on your area.
Do you offer local pickup?
Yes! If you’re nearby, you’re welcome to collect your order from our studio. We’ll send you collection details once your order is ready.
Do you ship internationally?
At the moment, we ship within South Africa. If you're outside the country and interested in a piece, reach out to us - we’ll see what we can do!
Returns & Repairs
Do you accept returns?
We accept on some items within 7 days of delivery. Unfortunately, earrings, custom or personalised pieces (including engraved jewellery) are excluded.
Please view or full policy here.
My jewellery arrived damaged, what now?
We’re so sorry! Please contact us within 48 hours with photos of the issue, and we’ll make it right by either repairing or replacing your item.
Can you repair broken jewellery?
Yes, we offer repair services on a selected number of components depending on the damage. Reach out with details and we’ll let you know the options.