Question 1

Are all orders final?

Accepted Answer

Yes, as each item is handmade and unique in its own form, we are currently not accepting refunds or exchanges for change of mind. If your item arrives broken or damaged, please contact us immediately within five business days of your delivery with photos and proof of purchase at info.studio218@gmail.com.(info.studio218@gmail.com) Legally we do not accept returns on earrings due to hygiene reasons. Please note, we do not accept returns on sale items or gift cards.

In order to assist, we ask that your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. Regrettably, we are not able to cover return postage or packaging costs or the postage of an exchanged item. We will notify you once we’ve received and inspected your return. If approved, we will offer a replacement where possible or alternatively a refund to the original purchaser. For refunds, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.

Question 2

Do you accept exchanges?

Accepted Answer

As each item is hand-made and unique in its own form, we are currently not accepting refunds unless the product arrives broken/ damaged. If you have changed your mind we are able to accept a return for store credit only by contacting info.studio218@gmail.com (info.studio218@gmail.com)within 14 business days of receiving your order. If you wish to return for store credit, the shipping costs to return the item will need to be paid on your behalf. We recommend keeping the packaging and protective materials to send the item back. If your item arrives broken or damaged, please contact us immediately within 5 business days of receiving your order with photos and proof of purchase at  info.studio218@gmail.com (info.studio218@gmail.com)and we can look at replacing your item(s) where possible or alternatively offer a refund to the original purchaser.

Question 3

Can I change my order after I've placed it?

Accepted Answer

Yes, there is a possibility we may be able to organise this for you provided that your order has not yet been shipped. Please contact info.studio218@gmail.com (info.studio218@gmail.com)immediately after your order has been placed and we can arrange the change in order.

Question 4

My item arrived broken. What do I do?

Accepted Answer

Please contact us immediately within five business days of your delivery with photos and proof of purchase at info.studio218@gmail.com (info.studio218@gmail.com)and we will look at replacing your item(s) where possible or alternatively offer a refund to the original purchaser.

Please Note:
We strongly advise that homeware products be handled with care similar to one would handle ceramics, as we do not accept any liability should breakage occur after use.

Question 5

When will my order be fulfilled?

Accepted Answer

Your order will be processed within 1 - 3 working days - please note that orders placed over a weekend may only commence processing on the following Monday. Once shipped, delivery can take up to 3 - 7 working days depending on the delivery address and the parcel size. If you require an order in a hurry, please do get in touch and we will do our best to help, but please note this may incur additional shipping costs.

All standard delivery orders are sent through economy facilitated by The Courier Guy (incl PUDO), however should the need arise another trusted local courier company may be employed. We will always endeavour to get your order to you as soon as possible. Orders placed over a weekend will only be attended to on the following Monday.

You can also collect your order from our studio situated in Uitenhage, Eastern Cape SA - choose 'Pick Up' at checkout. Details regarding the exact address and pick-up instructions will be provided at checkout. For further information/ enquiries please get in touch via email at info.studio218@gmail.com.(info.studio218@gmail.com.)

Question 6

Do you accept wholesale orders?

Accepted Answer

Regrettably, we do not currently have the necessary infrastructure to facilitate wholesale or stockist options. However, should this change in the future we will update this information.

Question 7

Do you offer gift-wrapping services?

Accepted Answer

Though we do not offer conventional gift-wrapping services, we can send your order as a gift directly to the desired recipient. Just add a note at checkout with the relevant delivery information. All gift orders come in our standard packaging and as an optional extra, we will include a handwritten note of your choice - please indicate at checkout whether you would like to include this option. We will contact you via email for the content of the handwritten note.

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