ONLINE ORDER PROCESS
Simply select the item(s) you would like to purchase, select your size and add it to your shopping cart. Add in your physical delivery address and contact information.
Choose your payment method, (Credit Card or EFT) Depending on which payment method you choose, you will be redirected to Payfast a 3D secure payment portal to complete your purchase.
If you have any questions, we are available on our online chat to assist.
For local purchases in South Africa, we use PayFast. A free, safe, easy way of purchasing online via credit card or EFT and used by most online stores. If you have not used PayFast before, go to their website and create your profile, to enjoy seamless shopping on various platforms.
We also accept electronic funds transfers- please select this option at the checkout section and we will mail you confirmation and instructions for payment. If you select this option, you have 48 hours to send us the proof of payment. Non-payment in the elected time, will result in cancellation of your order and the items will be restocked. Shipping will only take place once the funds have cleared in our account.
We offer free delivery to all major centers in SA for orders over R700, this takes 3-5 working days depending on where you are situated.
For orders under R700, we offer standard shipping at a cost of R150.
*Please note that if you are purchasing a made to order item from our collection there may be additional time added to your delivery for manufacture
NO RETURNS/REFUNDS ON SALE ITEMS OR ITEMS THAT ARE MARKED DOWN
Sale items do not qualify for our made to measure service. If you would like an item customized that is on sale, please contact us for a quote.
If you would like to return or exchange your product, please send an email to us with your order number and reason for the return/exchange within 7 days of receipt of your item (s)
If you would like to exchange your item for a different size or another item, we offer the first exchange free of charge. For any other exchanges thereafter on the specific item(s) a R150 service fee will apply.
For returns, we will collect the item(s) from you, a service fee of R150 will be deducted from your credit. Please allow 2-5 working days for your credit to be processed.
Please note that no return may be sent with another method or company.
Returns/ Exchanges can only be effected once we have received the garment in it's original purchase condition with the swing seal unbroken on your item(s) Excludes sale items.
*Please note returns/exchanges cannot be made on "made to order items" or items where your specific measurements where used to customize the item.
Regrettably we do not offer exchanges/returns for INTERNATIONAL orders.
We ship international orders via registered mail and are expected to arrive within 7-21 days, you will receive a tracking number via email which can be used to track your item(s) online.
The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with South African export regulations, we are required to declare the exact value of all product(s) ordered and to mark them as dutiable “merchandise:. We are also prohibited by law from marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call your local customs offices to gain further details.
We are not responsible for packages that are lost or damaged in transit and do not accept returns on international orders.
I PLACED AN ORDER BUT I HAVE NOT RECEIVED AN ORDER CONFIRMATION.
Customers will receive an order confirmation as soon as their order has been processed. if you have paid for your order via EFT the processing takes a little longer. If you have not received an email confirmation check you junk/spam folder. If the confirmation email is still missing it is possible we might have the wrong email address so please contact us that we can find your confirmation and forward it to the correct address
I PLACED AN ORDER BUT HAVEN’T RECEIVED ANY SHIPPING CONFIRMATION, WHEN CAN I EXPECT DELIVERY?
Shipping confirmation is will be sent within 24-48 hours from when you ordered and when payment took place. An estimated delivery date will be given in this email. If there are any unforeseen delays or you have given the incorrect delivery address, our logistics department Primetime Express will contact you.
CAN YOU CUSTOMIZE A GARMENT FOR ME?
Yes we can, please refer to our Made to Measure section
Some items in the store are made to order and it can take us up to 10 working days to make, pack and dispatch those particular items.
CARE INSTRUCTIONS FOR YOUR GARMENT
Your new item(s) will have a care label sewn into the seam as required by law.
Please read the care instructions carefully or contact us if you have any questions.
DO YOU OFFER GIFT WRAPPING?
If you want to place an order for a gift, we can arrange to send the parcel directly to the recipient’s address and include a customized message inside. Feel free to contact us, we will be happy to help
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER IS PLACED?
If you need to make a change to your shipping address, email us as soon as possible with your order number. We can change the address as long as the package has not been dispatched. Unfortunately, we cannot reroute a package once it has been dispatched. Please see our delivery&returns policy for more information.
I AM INTERESTED IN A ITEM THAT IS OUT OF STOCK
Please contact us to find out if we can make an item that is out of stock. Made to measure terms and conditions will apply to your order if we are able to assist. We draw on the local resources that are available to us, and will assist where possible. Some items in the store will be restocked, if you would like us to send you these updates, please sign up for our newsletter.