Frequently Asked Questions
I'M OLD SCHOOL AND I WOULD LIKE TO SEE AND SMELL YOUR PRODUCTS BEFORE I BUY, IS THIS POSSIBLE?
We are currently in the process of placing our products into various retailers, but we can assure you that all our products smell amazing and you won’t be disappointed.
WHAT SHIPPING METHODS ARE AVAILABLE?
We have various shipping options:
- Free Collection
We will notify you once your order is ready and you can collect it from our office at Victoria Country Club Estate, Pietermaritzburg.
- 3 – 5 working days - R99
We will notify you via email with a tracking number, once your order has been dispatched. You order will be delivered to your door within 3 - 5 working days, depending on whether you are in an outlying area or not.
- 2 – 3 working days - R125
We will notify you via email with a tracking number, once your order has been dispatched. You order will be delivered to your door within 2 - 3 working days, depending on whether you are in an outlying area or not.
- Overnight - R150
We will notify you via email with a tracking number, once your order has been dispatched. You order will be delivered to your door overnight. Please note, that the overnight option is only available to main city centres, for out lying areas please allow an additional working day. Your order will need to be placed by 10am and the stock needs to be available. This option does not apply to back order items.
HOW LONG AFTER I PLACE MY ORDER WILL IT BE DISPATCHED?
Once you have plced your order and payment has been received, we will send your order out within 1 working day, provided the items you have ordered are in stock. You will be notified on the website and via email if an item you have ordered is on back order. Please note that we only send out complete orders and not part orders. If there is an item you require urgently and you cannot wait for your whole order to be completed, you will be responsible for the additional courier cost.
WHAT IF I NEED AN ORDER IN A RUSH?
You will need to select the overnight option and make sure you place your order before 10am. All overnight orders placed after 10am will only be sent out the following day. Please ensure the items in your order are all in stock.
WHAT HAPPENS IF PART OF MY ORDER IS NOT IN STOCK?
Items that are not in stock, will be placed on back order. Due to the fact that are products are hand poured, please allow up to 5 working days to fulfil your order. Please note that we only send out completed orders and not part orders. If there is an item you require urgently and you cannot wait for your whole order to be completed, you will be responsible for the additional courier cost.
DO YOU SHIP INTERNATIONALLY?
Yes! We ship worldwide! Please email us before checking out so we can look up the most effective delivery method.
WHAT IS YOUR RETURN POLICY?
If your item arrives damaged, please contact us via email (firstname.lastname@example.org), with images of the product in the condition you received it. The product must be unused and in the original packaging.
If we deem the claim valid, we will arrange a replacement product to be couriered to you and the damaged item will be collected.
If you are unhappy with a product, please contact us via email (email@example.com), stating your reasons for your return. You will be responsible for packaging your product, so that is it transported back to us in good condition. You will also be responsible for the return courier costs. Once the Item is received, we will assess it for any damages and once we are satisfied, you will be refunded your purchase amount of the product only and not the courier fee’s.
WHAT TYPE OF PAYMENTS DO YOU ACCEPT?
All payments can be made at check out via PAYFAST using credit card and instant EFT options. Standard EFT option is also available. Please note your order will not be dispatch until the funds have cleared in our account.
If you are experiencing technical difficulties at checkout, please email us (firstname.lastname@example.org), your order (even taking a screenshot of your cart helps) and we will send you an invoice with our banking details. Orders placed and not paid within 48 hours will be cancelled.
CAN YOU MAKE A CUSTOM ORDER?
Custom order are only available on minimum order basis. You are welcome to contact us via email with your custom request to email@example.com
CAN I ORDER IN BULK?
Yes we do! Please email firstname.lastname@example.org with your request.
I WOULD LIKE TO BE A STOCKIST, DO YOU OFFER THIS?
Yes we do! Please email email@example.com with your request and we would love to chat.