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)

Orders are shipped via door-to-door 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. Deliveries within Cape Town are either same day or can take up to 1 to be delivered. City-to-city orders take up to 3 working days. Orders outside of main metropolitan areas might be charged additional fees based on TCG’s rates.

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

Please note: if a customer is in an international location, door-to-door courier delivery (The Courier Guy [TCG] hands over to DHL) is far more reliable and efficient than the South African post office service. This is how the parcel will get to the customer safely within 6 – 8 business days, excluding shipping delays, customs clearance processing and fees. Once the parcel is in the customer’s country, customs should make contact via phonecall, SMS or email to notify of the fee that the customer will need to pay to receive the item(s). Process for payment is dependent on a country’s customs policy.

To save on shipping costs, it’s also highly recommended that a customer opts for unframed artworks and does the framing in their country once the parcel has arrived.

A tracking number/ waybill is provided to the customer via email. Estimates depending on various international locations for large scale or heavy artworks via The Courier Guy (TCG) or another 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 on caitlinmkhasibe.com/shop. 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 (payment link) or PayFast (the robust and safe South African PayPal that accepts international payments). Please note: PayPal payments are accepted in South Africa, but it is not integrated into this website’s online store because PayPal requires websites to function in Dollars (US) and, by law, South African online stores must be in the national currency, Rands (ZAR). Custom PayPal payment links are permitted

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.