Frequently Asked Questions:
1. Do you have a physical store and can I visit?
Yes we do have a physical store and showroom. We have a lot of stock and items to view but we do not, however, keep all stock in our store. A lot is cut to order as we are the direct manufacturer. If you would like to come and see the products and get a feel of the different materials and custom options, you are more than welcome to make an appointment with Kim and can email her – email@example.com. Viewing and visits are by appointment only.
*Please note: Our showroom is currently CLOSED to the public for viewings until further notice
2. Where are you based?
We have a factory in Killarney Gardens in Cape Town.
3. Are you open on weekends and what are your operating hours?
As an online store, we are open 24 hours a day, 7 days a week for you to shop whenever it is convenient for you. Our physical manufacturing hours are as follows:
Saturdays, Sundays & Public Holidays – CLOSED
Monday – Thursday 9am – 4.00pm. Friday 9am – 3pm. These operating hours also apply to all inquiries and weekly collections. Please be sure to arrange a collection day and time with us beforehand in order to avoid disappointment or delays.
4. What are my payment options?
We accept debit/credit card payments via payfast as well as EFT. This option can be selected on the “checkout” page.
Please note that if your EFT payment does not reflect in our account within 3 working days, your order will be cancelled. Direct cash deposits will incur an additional bank charge fee.
5. Do you accept payment on collection and do you have card facilities?
We do not accept cash or payment for any pre-orders placed online. All payments need to be made upfront and reflect in our account before manufacturing can take place.
We do, however, accept cash or card if you buy items out of our physical store.
6. Do hire out any items?
At the moment we do not hire out any items. All items are made to buy.
7. Do you deliver and what methods are available?
Yes we offer delivery countrywide via a courier service. You can view more information about delivery on our Delivery/ Collection Options page.
8. Do you have a returns policy?
We do not accept any returns. Before going ahead with your order please make sure you are 100% sure of your purchase.
For custom items please make sure all the correct information is provided in the space given on the product site or emailed directly to firstname.lastname@example.org. Artwork will be sent to you for approval before any cutting and manufacturing takes place when required.
All products are thoroughly packed before sent off for delivery to avoid any breakages.
9. How long will my order take?
All production lead times are available on each product description. Please remember that all products are made to order which is why we have a manufacture lead time on each. Our lead time does not include delivery time with the couriers should you require delivery. Our lead times are also WORKING days which does not include Saturdays, Sundays or Public Holidays. Remember to take that into account when placing your order for a specific date.
10.Do you accept rush orders?
Yes we do – but this is will be on selected products only. All wood boxes, perspex boxes and printed signage (including printed puzzles), will not be available for rush order. There is a tick box at checkout which will only appear if the items in your cart are available on rush order and this will allow you to select whether or not you’d like to rush your order – if you select yes, this will come with an additional rush fee. Please note – on the odd occasion where we are unable to assist with rushing your order, we will contact you within 24 hours and offer a full refund. Unfortunately this rush option is not available online to outlying areas – however, if you are in an outlying area, please feel free to contact us so we can see which goodies you’re wanting to rush.