Shipping and returns

One parcel per order, priced by the largest or most fragile thing in it. Standard and Fragile parcels are free when the goods come to R2 500 or more; Bulky parcels drop to R150.

Collection is free. Collection by arrangement is free. Choose Collect at checkout and we email you the address and a time once your order is paid. There are no walk-ins.

Studio services include return courier. Service prices include the return courier anywhere in South Africa. Getting your set to us is up to you, or choose courier collection as an option on the service.

Dispatch depends on the piece: On the shelf items leave in 2 to 3 working days and built-to-order pieces in about 5 to 14. Checkout shows the earliest dispatch date for your order. After dispatch, transit takes:

Courier networks slow down in December. If you need a piece by a particular date, email us before you order and we will tell you honestly whether it will make it.

• Built sets and framed editions are double boxed in cut foam, with fragile parts collared or packed separately.
• Bulky parcels are crated or double boxed with a foam cradle.
• Every parcel is photographed before it is sealed, and every built piece carries its bench card.

Every parcel is insured and needs a signature on delivery. We email the courier name and tracking number when it leaves, and your order status page shows them too.

Email a photo to hello@example.co.za within 48 hours of delivery, with your order number. Keep the box and foam until it is sorted.

We either send replacement parts with instructions for the affected section, or collect the piece, rebuild it and redeliver it, at no charge to you. You choose which.

Change of mind. Because you bought online, you may cancel within seven days of delivery without giving a reason. This covers frames, cases, lighting and mounts, and unglued ready-built sets. Send them back unused and complete in their packaging: built sets in our cut foam with the spares, instructions and box. You pay the return courier; we refund the item price within 30 days of your cancellation, usually much sooner.

Unopened accessories are simplest to return. If you have opened one to look at it, that is fine, as long as it is unused and complete.

What cannot be returned for a change of mind: anything made to your specification. That means spot-glued items, engraved plaques and keepsake frames, and service work on your own sets. Product pages and checkout say so before you pay.

Faults are always put right. A defect or transit damage is repaired, replaced or refunded, whatever the item.

• Electronic Communications and Transactions Act: when you buy online you can cancel within seven days of receiving the goods, without a reason and without a penalty, apart from the direct cost of sending them back. Goods made to your specification or clearly personalised are excluded.
• Consumer Protection Act: what you buy must be safe, work as described and be of good quality. For six months after delivery you may return a defective item (not one damaged through misuse) at our cost and choose whether we repair it, replace it or refund you.
• This is a plain summary, not legal advice. Where the law gives you more than this page does, the law applies.

Email hello@example.co.za with your order number, what you want to return and why (with photos if something is damaged). We reply within one working day with the return address and the next steps. Please do not send anything back before we reply, so it does not go astray.