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Returns and refunds

1. Purpose

This page explains how returns, exchanges and refunds work when you buy from us. It is written to be clear and fair, and it never limits your rights under South African consumer law.

2. Return period

If you have changed your mind, you have 7 days from the day you receive your order to cancel it and return the goods.

If something is faulty, unsafe or not as described, you have 6 months from delivery (see section 4).

3. Change-of-mind returns

  • Contact us within 7 days of receiving your order.
  • Goods must be unused and in their original packaging. Gift baskets should be returned complete, with all their items.
  • You can choose a refund or an exchange.
  • You pay the courier cost of getting the goods back to us.
  • If you choose a refund, we will refund the price of the goods. The original delivery fee is not refunded.

4. Faulty, damaged, incorrect or not as described

  • If goods are faulty, unsafe, damaged, the wrong item, or not as described, tell us within 6 months of delivery.
  • You can choose a repair, a replacement or a refund.
  • We pay the courier cost of getting the goods back to us, and you will not be penalised.
  • If you choose a refund, we will also refund the original delivery fee.
  • We may ask you for photos so we can sort it out quickly.
  • This does not cover damage caused by misuse, tampering or normal wear.

5. Sale and promotional items

Sale items have the same return rights as every other item. Faulty, damaged or incorrect sale items are covered in the same way as section 4.

6. How to return something

  1. Contact us through our contact page. Tell us your order number, what you would like (refund, exchange, repair or replacement) and, for a problem with the goods, include a photo.
  2. We will confirm and tell you how to send the goods back.
  3. Once we have received and checked the goods, we will process your refund or exchange.

Refunds go back to the payment method you used. We aim to refund you as quickly as we can, and always within 30 days of you cancelling.

7. Custom designs and personalised items

A custom design is made just for you, from the details you give us, such as a name, a message, a colour or a special design. If you change your mind, or you are not happy with the design you chose, it cannot be returned or refunded. Any extra amount you paid for the customisation is not refunded either. Please check every detail carefully before you pay. You will also see this message in your cart and before you add a custom item to it.

This does not affect your right to a repair, replacement or refund if the item is faulty, unsafe or not as described, or if we made a mistake with your order, for example if we did not follow your instructions.

8. Other items we cannot take back for a change of mind

Goods that have been used, damaged by you, or returned without their original packaging or items cannot be taken back for a change of mind. Again, this does not affect your rights if the goods are faulty, unsafe or not as described.

9. Gift wrapping and messages

If your gift wrapping or personal message is not what you asked for, tell us and we will put it right.

10. Proof of purchase

Your order confirmation email is your proof of purchase. If you cannot find it, contact us and we will help.

11. Your rights

Nothing on this page limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act. If we cannot resolve a problem together, you can complain to the National Consumer Commission or the Consumer Goods and Services Ombud.