Question 1

What material do you use?

Accepted Answer

Our homeware products are predominantly made using an organic solvent-free acrylic resin compound that is a safe and environmentally conscious alternative to traditional resin based products. A lightweight alternative to traditional concrete, this compound still maintains the durability of more traditional materials as it's often also used in the building industry.

Our handmade earrings are mainly made using polymer clay which is a synthetic modelling clay made from a plastic polymer base called polyvinyl chloride (PVC). 
For our clothing and accessory (such as tote bag) pieces, we opt for materials that are 100% cotton and/ or a cotton-blend for the many benefits associated with this material.

Question 2

Where are your products made?

Accepted Answer

All of our pieces (excl curated pieces) are handmade in small batches within our studio that is based in Kariega, Eastern Cape.

Question 3

What is Biophilic?

Accepted Answer

Biophilic design refers to a movement that introduces elements of nature into the built environment in an attempt to reconnect humanity to its natural roots. While the prefix 'bio' might imply a singular focus on green elements like plants, biophilic design also prioritizes other natural elements that allow people to establish a connection to nature.
In our products we aim to convey this through the incorporation of natural materials like beach sand, crushed shells and pebbles in order to create a tactile and/ or visual connection with nature.

Question 4

Care Instructions

Accepted Answer

We have set up a detailed Care Guide page with helpful guidelines/ suggestions on caring for the various types of products available in our store. Here you will also find a summarized version that is downloadable for convenience and easy access.

Question 5

Commissions and Custom Orders

Accepted Answer

Enquiries for custom orders are welcome. Please get in touch at info.studio218@gmail.com (info.studio218@gmail.com)for a custom order - as much detail as possible is really helpful. This could be a specific colour, design, size for homeware, jewellery or clothing etc. We're always open to hear new ideas!

Please note -
We might not be able to match exactly what's been requested, in this case we'll suggest similar alternative options.

Question 6

Gift Orders

Accepted Answer

If you would like us to send an order as a gift directly to the 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.

Question 7

Shipping Policy

Accepted Answer

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. If we have an item in stock it will be shipped within 1 - 3 working days from the date on which payment reflects in our account. Orders placed over a weekend will only be attended to 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.

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.)

Our rate charge covers your shipment, but also goes towards offering protective packaging in line with our brand identity as this cost is not included in the individual product price.

Question 8

Return Policy

Accepted Answer

As each item is hand-made 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 9

Wholesale and Stockist Enquiries

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.

FAQ