Shipping, Returns & Refunds
Shipping
All packaging used is either re-used, recyclable or biodegradable and are noted as such.
Orders Made in South Africa (National)
Cost of delivery(excluding large scale artworks) is inclusive of orders. Orders are shipped via door-to-door economy courier (The Courier Guy). Customers receive a tracking number (waybill) by email as soon as the courier provides one. Orders can be tracked at https://thecourierguy.pperfect.com/. Economy orders take up to 3 working days to be delivered.
The customer is responsible for additional courier payment if the parcel is returned to be exchanged, if an incorrect shipping address was provided or if the parcel is unclaimed and has to be returned. If you experience any issues with the delivery service, please contact caitlin.mkhasibe@gmail.com.
International Orders
Shipping (excluding large scale or heavy artworks) is done via South African post office and a tracking number is provided to the customer via email. For quicker deliveries or for large scale or heavy artworks, a courier service, such as DHL or specialised art shipping service may be requested at caitlin.mkhasibe@gmail.com with a quote provided to the customer in addition to the cost of the ordered items via caitlin.mkhasibe@gmail.com. Customers are responsible for shipping costs, including custom fees, taxes and insurance (if chosen), dependent on the location of the customers delivery address. Parcels can be tracked at https://www.postoffice.co.za/Tools/tracktrace.html .
Deliveries of orders can take up to 4 months. Please note, shipping time is dependent on the South African postal service and due to the pandemic, there is a delay from the usual delivery time.
Returns & Refunds Overview
Excluding large scale artworks, if 30 days have passed since your purchase, I can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in the original packaging.
Gift cards are considered non-returnable and cannot be exchanged for money.
To complete your return, I accept proof of purchase (forward the email sent to you after your purchase).
There are certain situations where only partial refund are granted:
- Zines, books or hand-bound books with obvious signs of use, CD, DVD, VHS, video game, cassette tape or vinyl that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to my error.
- Any items (excluding large scale artworks) returned more than 30 days after delivery.
Refunds
Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Credit and cheque card refunds can take up to 7 – 10 business days, and Instant EFT refunds between 2 – 3 business days, to reflect in your account due to risk checks that are performed by banks.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Next, contact your credit card company or bank as it may take some processing time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact me at caitlin.mkhasibe@gmail.com.
Sale Items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
I only replace items if they arrive defective or damaged. If you need to exchange it for the same item, send me an email at caitlin.mkhasibe@gmail.com and I will forward the physical address.
I will contact the courier company to let them know that your parcel arrived damaged.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the items wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, I will send a refund to the gift giver and they will find out about your return.
Shipping Returns
To return your product, email caitlin.mkhaisbe@gmail.com to receive shipping address information. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. I don’t guarantee I will receive your returned item.
Contact
Contact me at caitlin.mkhasibe@gmail.com for questions related to refunds and returns.
