How your order moves from Maboneng to your address
Orders are packed from our Maboneng base in Johannesburg and handed over to trusted courier partners once payment has cleared and the item has passed a final check. Most in-stock items leave within 2 to 4 working days, though made-by-hand pieces can take a little longer if they need final finishing or safe drying time. During busy periods, public holidays or heavy rain in Gauteng, dispatch may take an extra day.
Delivery time depends on where you live and whether the item is going to a metro area or a more remote suburb. As a guide, local Gauteng deliveries often take 1 to 3 working days after dispatch, while major centres such as Cape Town, Durban, Pretoria, Gqeberha and Midrand usually take 2 to 5 working days. Regional and rural addresses can take longer, and international orders depend on customs and the chosen service. If you need something by a certain date, tell us before checkout so we can confirm what is realistic.
Packaging for fragile, textile and mixed orders
We pack with the item in mind. Ceramics are wrapped individually, padded on all sides and boxed to reduce movement in transit. Textiles are folded with care, protected from dust and kept dry. Mixed orders may ship in more than one parcel if that gives better protection or keeps the weight within courier limits. In summer, we also watch for moisture and heat, especially for parcels moving through coastal humidity in Durban or Gqeberha.
For export and longer routes, we add extra inner packing and label parcels according to the courier’s handling rules. This helps with customs clearance and lowers the chance of breakage. If an order includes a gift note or provenance card, we include it in a way that keeps the item neat and ready to give. Please keep the outer packaging until you have checked the contents, as it may be needed if a claim must be logged.
- Fragile items are marked and cushioned separately
- Textiles are packed to avoid creasing and moisture
- Larger orders may be split for safer transit
- Export parcels include the documents needed for clearance
Returns, exchanges and when they are accepted
We accept returns on select non-custom items if they are unused, unworn and in the same condition you received them. You must let us know within 7 days of delivery, then return the item within the timeframe we confirm. Once we inspect it, we will arrange a refund or exchange where the item qualifies. Return shipping is usually the customer’s responsibility unless the item arrived damaged or we sent the wrong product.
We cannot accept returns for used items, washed textiles, altered pieces, clearance stock marked as final sale, or goods returned without their original packaging where that affects resale. If a ceramic piece arrives chipped or broken, contact us right away with photos of the parcel, the label and the item itself. Keep every piece of packing material until we have resolved the matter. That helps us handle claims properly and it saves time on both sides.
- Report any issue within 7 days of delivery
- Return items in original condition and packaging where possible
- Damage claims need clear photos of the parcel and contents
- Final sale and used items are not eligible for return
Custom orders, made-to-order pieces and sample approvals
Custom curation, made-to-order textiles and certain wholesale requests follow different terms. Once production has started, these items cannot be cancelled or returned unless there is a fault we have confirmed. This is because the piece has been made to your brief and may carry specific colour, size or finishing requests that cannot be resold. For custom work, we often confirm the final details in writing before payment is released to the maker.
If you are ordering for hospitality, retail or an event, please allow time for sampling, approval and bulk order planning. A sample loan or collection consultation can help prevent costly mistakes, especially when you need a consistent colour run or matching ceramics across several venues. Lead times will be confirmed at the point of order, and we recommend building in a buffer for municipal access restrictions, load-shedding delays or courier cut-offs.
International shipping, customs and duties
We ship selected orders abroad through international courier services. Transit time varies by country, customs processing and local delivery conditions once the parcel lands. International buyers should expect possible duties, taxes or import charges charged by their own country. These fees are not included in our item price or courier quote unless we state that clearly in writing.
For export parcels, we prepare the paperwork we are responsible for, but customs authorities may still ask for additional information. Please make sure your delivery address is complete and includes a contact number for the courier, as missing details can delay clearance. If a parcel is refused, returned or held because of unpaid duties or incorrect address information, the extra cost may be charged back to the buyer.
- Customs fees are usually paid by the recipient
- Courier timing can change after the parcel leaves South Africa
- Incomplete addresses can delay clearance or delivery
- Returned export parcels may carry additional charges
What to do if your parcel is late or damaged
If your parcel has not arrived within the expected window, check the courier tracking first and then get in touch through our enquiry form. Include your order number, delivery address and a short note on what has happened. Many delays come from traffic, weather, security access, closed offices or a missed handover at reception, so tell us which may apply.
If an item arrives damaged, do not throw away the packaging. Take clear photos within 24 hours of delivery, including the outer box, inner wrap, label and damaged item. We will review the case and advise on the next step, which may be a replacement, repair, refund or courier claim depending on the item and the cause. Once a parcel is signed for, responsibility for safe receipt is shared with the courier and the recipient, so quick reporting matters.
