FAQ

Most frequent questions and answers

ORDERS

You can make a new order on the same day by contacting me at art@charmaineduplooy.co.za and after my confirmation the new item will be added to your order.

Once an order has been submitted, you have 8 hours to cancel any item that has not been shipped; email myself at art@charmaineduplooy.co.za if you need to do so.

You don’t have to register to place an order.

DELIVERY

Our goal is to dispatch orders the next working day after they’ve been placed. However, orders placed after 4 pm SAST (UTC+02:00) will be processed the next working day.

If you are ordering from outside of South Africa delivery times may vary. Typically, SA orders may take between 14-21 days but we ask that all international orders allow 4 weeks for delivery.

If you haven’t received your order within 4 weeks, please contact me immediately: art@charmaineduplooy.co.za.

During holidays and before Christmas it may take me 2-3 days to process an order. I ask for your understanding.

PAYMENT

I accept EFT payments. If you are ordering for the first time, please contact myself for banking details to use for your payment. If you have any questions, email me at art@charmaineduplooy.co.za.

SHIPPING

Different types of products have different cost of shipping regardless of the country of destination. The cost of shipping for orders heavier than 5kg will be calculated once the order is placed.

RETURNS

If you would like to return something please send an e-mail at art@charmaineduplooy.co.za making a note of your order/reference number, your details and whether you would like a refund or exchange with the reason why.

Please note, refunds and exchange are only issued for unused or faulty items returned to myself within 28 days and I am unable to issue any request if you have not emailed me first.

Once I have received your email, I will contact you with my returns address and further instructions.

If you purchased cash, with a debit or credit card, you will see your refund within 2-5 business days from the processing date. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected on your statement.

REFUNDS
We guarantee to refund unworn or unused items when you return them in sellable condition, with the original receipt and packaging, within 28 days of purchase. Refunds will be credited only into a bank account. If you want me to send you the refund for the order that has been returned to me due to your faulty actions (for instance, but not exclusively, due to the wrong mailing address you have provided me with or because you have not picked it up from your local post office), I will refund the items but the shipping charges are non-refundable in this case. The cost of returning an item to me is your responsibility. If you are returning a faulty item to me, we will refund the cost of shipping as well as the cost of the item.

EXCHANGES
Once I have received a returned item please allow 3-5 working days for me to process your exchange. I will charge additional postage and packaging on all exchanges.  

In cases where the desired item for exchange is not available I will notify you and issue you a refund unless you request another item of the same value.

If you have received an item in error, I will replace this item once I have received the wrong item back with myself. In case you have not received your order or you have received the wrong order, I will resend your order free of charge or issue you a refund for the order and the cost of shipping. However, if you have not received your order due to your faulty actions (for instance, but not exclusively, due to the wrong mailing address you have provided me with or because you have not picked it up from your local post office) and would like me to resend you the order, I will ask you to cover the shipping costs.