Shipping, Returns & Refunds
1. 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. National orders can be tracked HERE. 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@caitlinmkhasibe.com.
International Orders
Air Mail or Surface 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 with international shipping, such as The Courier Guy or specialized art shipping service may be requested at caitlin@caitlinmkhasibe.com with a quote provided to the customer in addition to the cost of the ordered items via caitlin@caitlinmkhasibe.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 HERE . International payments are made with PayPal or PayFast (payment link).
Deliveries of international orders can take 2 – 3 months, depending on shipping choice (Air Mail or Surface Mail). Please note, shipping time is dependent on the South African postal service, shipping delays and customs clearance.
2. Returns & Refunds Overview
Excluding large scale artworks, if 30 days have passed since a customer has made a purchase, a full refund or exchange can’t be offered. To be eligible for a return, delivered items must be unused and in the same condition that they were received it. It must be in the original packaging.
Gift cards are considered non-returnable and cannot be exchanged for money.
International orders are non-returnable and non-refundable. Purchased items are placed within the best packaging available and are padded to allow for handling during shipping.
To complete a return, proof of purchase is accepted (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 Caitlin’s error.
- Any items (excluding large scale artworks) returned more than 30 days after delivery.
Refunds
Once the customer’s return is received and inspected, an email notification will be sent to inform the customer that the returned item (s) has been received. The customer will also be notified of the approval or rejection of the refund. If it has been approved, then a refund will be processed and a credit will automatically be applied to the customer’s credit card or original method of payment. Credit and cheque card refunds can take up tp 7 – 10 business days and Instant EFT refunds can take between 2 – 3 business days to reflect in the customer’s bank account due to risk checks that are performed by banks.
Late or Missing Refunds
If a customer hasn’t received a refund yet, customer’s are advised to please check their bank account again. Next, customer’s must contact their credit card company or bank as it may take some processing time before a refund is officially posted. If all of this has been done and the customer still has not received their refund yet, please contact caitlin@caitlinmkhasibe.com
Sale Items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
Items are replaced if they arrive defective or damaged. If an exchange needs to be made for the same item, contact caitlin@caitlinmkhasibe.com and a physical address will be forwarded.
Caitlin will contact the courier company to let them know that a parcel was delivered damaged.
Gifts
If the item was marked as a gift when purchased by a customer (gift giver) and shipped directly to their giftee, the giftee will receive a virtual gift credit for the value of the return. Once the returned item is received, a vitural gift certificate will be emailed to the giftee (please make sure to provide the giftee’s email address).
If the items wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to physically give to some-one later, a refund will be sent to the gift giver and they will find out about the return.
3. Shipping Returns
To return your product, email caitlin@caitlinmkhasibe.com to receive shipping address information. The customer is responsible for paying for the shipping costs for returning an item(s). Shipping costs are non-refundable. If a customer receives a refund, the cost of return shipping will be deducted from their refund. Depending on where the customer lives, the time it may take for the exchanged product to reach the customer may vary. If the customer is returning more expensive items, the customer may consider using a trackable shipping service or purchasing shipping insurance. There is no guarantee the returned item will be received (for example, unforeseen issues with the post office service or courier services/ stolen items while in transit).
4. Contact
Contact caitlin@caitlinmkhasibe.com for questions related to shipping, returns and refunds.
