FREQUENTLY ASKED QUESTIONS

How do I order?

Just click on a product you like and add it to cart. Then follow our easy and secure checkout process.
What payment methods do you accept?

We currently accept manual EFT payments only. After placing your order, you will receive an email with our banking details and reference information. Proof of payment can then be sent to thecraftyco.sa@gmail.com - please note that orders are only processed once funds are reflecting in our bank account.
What if I want a custom design on my item?

We love custom designs! This is the core of our business. When adding an item to your cart, it will ask if you would like a custom design. We will then make contact with you to discuss your design and finalise before payment. Alternatively, you are welcome to contact me directly on thecraftyco.sa@gmail.com to discuss what you need or want. I am also available on whatsapp - 072 474 3254
How long do orders take to process?

Our lead time on orders is 7-10 business days after receiving payment. If you need your order urgently, please reach out to us.
Do you offer gift coupons / discounts?

We do offer discounts on bulk, large orders. For gift coupons, please reach us on email at thecraftyco.sa@gmail.com to discuss and arrange.
Can I change or cancel my order?

Once payment is received, we begin processing and working on your order. We can only change or cancel your order within 1-2 business days after order is submitted and payment has been made. Please contact us directly if you have placed an order and need to change/cancel.
Do you offer delivery options?

Yes, we do! We have a few ways to get your order to you; Delivery via Door-to-Door Courier Delivery via Locker-to-Locker System Personal Local Delivery (within 10km radius of our location) Collection
How much does delivery cost?

The cost of delivery depends on the option you've chosen. 1. Door-to-Door Courier: R150 2. Locker-to-Locker (Pudo): R60 3. Local Delivery: R50 4. Collection: Free
How long until my order is sent out?

Our lead time on orders is 7-10 business days. This means that your order will be sent out within 7-10 business days after receiving payment. Certain orders will require a longer lead time and therefore the order will be sent out once completed - this is discussed in full prior to order confirmation and payment.
When will I receive my order?

Once we have shipped your order, you can expect arrival within 2-3 business days. However, this is dependant on the courier company's delivery times - should there be any issues/delays, we will communicate directly with you.
Where is my order sent from?

Your order is sent from our "at home office" in the Southern Pensinsula, Cape Town. If you opt for Pudo Locker-to-Locker, your order will be deposited in one of our local Pudo branches.
Do you have shipping insurance?

No - we do not have shipping insurance. We can add insurance to your delivery for an additional fee. Please discuss this with us before making payment for your order.
Do you have shipping insurance?

No - we do not have shipping insurance. We can add insurance to your delivery for an additional fee. Please discuss this with us before making payment for your order.
What is Pudo Locker-to-Locker ?

Pudo is a smart locker system designed to allow South Africans to send and receive parcels around the country. Pudo stands for Pick Up, Drop Off. For more information, please visit the Pudo website: https://www.pudo.co.za/what-is-pudo.php
How do I find my Pudo Locker?

Pudo has lockers placed in convenient and safe areas across the country - you can find your nearest Pudo locker by visiting the Pudo website and searching in your area. https://www.pudo.co.za/where-to-find-us.php
How do I track my order?

We'll provide you with the tracking information for your order. You can follow the tracking process by entering your tracking number. For local delivery or collection, we will be in communication with you to keep you updated.
What is your return policy?

We accept returns up to 7 days after delivery, if the item is unused and in its original condition, and we will refund/repair/replace the item/order in question. For more details please visit our SHIPPING AND RETURNS page
Do you offer exchanges?

Yes, we offer free exchanges on all products.
How do I process my refund/return/exchange?

Please email me directly on thecraftyco.sa@gmail.com with your order number and a description or explanation of the issue or reason for your refund/return/exchange.
I have a question not answered here?

No problem! You can contact me on thecraftyco.sa@gmail.com or whatsapp 072 474 3254 to ask anything you need to know.