1. Shipping Rates and Processing Time

All orders are processed and shipped within 3 to 4 weeks following receipt of payment – excluding weekends or holidays.

The courier used is dependent on your order and location. Shipping times can vary depending on additional order requirements and delivery location. Various couriers may be used, including but not limited to national and international options.

Please note – if we receive a high order volume, shipments can be delayed by a few days. Due to various factors, including but not limited to COVID-19 and understaffing, delays may occur. We appreciate your patience.

If there is a significant delay in your order’s shipment, we will email you directly; otherwise, please allow additional days for transit.

2. How Can I Track My Order?

You will receive a tracking number once your order is dispatched. You can use this tracking number to monitor your order during transit.

Please contact us if you have any tracking issues.

3. I Haven’t Received My Order. What Do I Do?

Standard orders arrive within 3 to 4 weeks. If you have not received your order after this time – or believe your order is missing – please contact us to raise a query.

4. Why Have I Only Received Part of My Order?

If your order contains multiple items, the courier may deliver them separately over several days. If you suspect that part of your order is missing, please contact us.

5. How Do I Return My Order?

All orders are custom-made according to your unique design. As such, we offer neither returns nor exchanges due to a ‘change of mind’. We have a strict No Returns Policy – not limiting any rights and obligations detailed under applicable laws.

6. My Order Is Damaged. What Do I Do?

All our orders are quality controlled before being packaged and shipped. As such, any damages occurring during shipping are not our liability. Please contact the shipping courier to file a claim if your order was damaged in transit. Following the claim, please contact us for further details.

Remember to save all packaging materials and damaged goods prior to filing a claim. You may be asked to provide such materials as part of a claim.

7. How Much Will I Be Charged for Customs Duties, Taxes, and Other Fees?

Local customs duties, taxes, and other fees may apply, depending on your location and destination country. Some countries require overseas customs duties, foreign taxes, or other fees. Unless otherwise stated, the customer bears responsibility for paying such charges. We will try to mediate such issues and not hide any unnecessary costs.

Any order returned to our warehouse due to unpaid customs duties, or foreign taxes will be re-sent to the customer at their expense. Refunds or cancellations will not be provided for non-payment of customs duties, foreign taxes, or other fees.

Please note – refusal to pay a customs fee may result in the return of your order to our factory; this may void any advertised guarantees.

Please refer to your local customs office for more information regarding taxes, duties, and customs regulations.

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