What counts as a custom order
A custom order is any request that sits outside our standard listed range. That can mean a particular colourway, a matching set of ceramics, a different size run, a gift selection for a client, or a mixed order drawn from makers in more than one region. It also covers hospitality styling, retail replenishment and export requests where packing and documentation need to be handled in a certain way.
Custom work is useful when you need a more exact brief than a ready-made basket can provide. If you are sourcing for a home in Sandton, a lodge in KwaZulu-Natal, a shop in Cape Town or a project going abroad, we will first check what can be made, what can be sourced as-is and what needs a longer production window.
How the enquiry and approval process works
Start with the enquiry form on our contact page and include as much detail as you can. The most helpful information is the item type, quantity, target budget, preferred colours, delivery town and whether you need retail packing, gift wrap or provenance cards. If you have measurements, room images or a sample reference, add those too.
- We review the brief and confirm if the request is feasible.
- We suggest suitable makers or product combinations.
- We send a clear quote with lead time, packing notes and courier options.
- You approve the order before we source, reserve or commission anything.
If a request needs a few options, we may share alternatives so you can choose on price, finish or availability. This keeps the process simple and avoids holding stock you do not want.
Lead times, quantities and production realities
Lead times depend on the maker, the complexity of the brief and the quantity you need. A small mixed order may be ready quickly, while a made-to-order textile run or a set of hand-finished ceramics can take longer. We will give you an honest estimate before you confirm, rather than promise a date we cannot keep.
For larger quantities, we break the order into workable batches and check whether the makers can match size, glaze, weave or finish consistently. In practice, handmade work always has small variations, which is part of the value. If you need repeatable pieces for retail or hospitality, we will flag the tolerance range up front so there are no surprises.
- Short lead times suit ready-made pieces and simple curation.
- Medium lead times apply to sourced combinations and some packing requests.
- Longer lead times apply to commissioned, bulk or export orders.
Packing for homes, hospitality and retail
We pack custom orders according to how they will be used. Home deliveries are packed neatly for transport and easy unpacking. Hospitality orders may need stronger outer cartons, item labelling and grouped packing for rooms or venues. Retail orders can be prepared with quantity separation, provenance cards and export-style presentation if needed.
Ceramics need careful padding and carton selection, especially for long-distance courier work to Durban, Gqeberha or overseas destinations. Textile orders are folded to reduce creasing and protected against dust, moisture and handling during transit. In Johannesburg, where load-shedding and weather can affect dispatch timing, we also plan collection windows and cut-off times with care so parcels leave in good condition.
Collections, courier coordination and export support
Once your order is approved, we coordinate the next step based on where you are and how urgently you need it. Clients in Maboneng, Midrand, Pretoria, Soweto, Sandton and surrounding areas can arrange collection or local delivery planning. Orders for Cape Town, Durban and Gqeberha are sent by courier with tracking where available, and international orders are prepared with export packing in mind.
For export, we pay attention to the basics that matter most: item description, quantity, packaging strength and any supporting paperwork required for the destination. If your order includes fragile goods, mixed materials or a split shipment, we will factor that into the courier method and quote from the start.
When to use custom sourcing instead of standard stock
Choose custom sourcing when you need a specific look, a coordinated set or a larger order that has to match your space or client brief. It is also the right route if you are shopping for a corporate gift, a lodge, a gallery, a shop floor refresh or a special event where the details matter.
- Use custom orders for colour matching, quantity planning and mixed maker selections.
- Use standard stock when you need faster turnaround and limited changes.
- Use custom curation when you want one contact point to manage sourcing, packing and courier steps.
If you are not sure which route fits best, send the brief anyway. We can tell you quickly whether it should be handled as a custom order, a bulk request or a simple collection consultation.
