What Can Be Changed Before We Pack It
If your order has not yet been packed or handed to a courier, we can usually help with changes. This is the best time to adjust wrapping paper colours, ribbon choices, gift note wording, hamper contents or delivery details. Once production starts, some items move into custom work and can no longer be changed.
Please send changes by email as soon as possible, especially for same-week gifting in Sandton, Rosebank, Bryanston, Cape Town or Durban. If the order is already in packing or collection has been arranged, the change may be too late and the original instructions will apply.
- Order changes are handled only before packing starts
- Address updates must be sent in writing
- Collection and delivery times cannot always be moved on short notice
Custom Items That Cannot Be Returned
Because we prepare many items to your instructions, some products are not returnable. This includes ribbon personalisation, printed gift notes, bespoke hamper curation, event gifting setup packs and any wrapping done to suit a specific wedding, function or corporate brief. Once these are approved and made, they cannot be restocked for general sale.
We also cannot accept returns on goods that have been opened, used, handled heavily or stored badly after collection. If a hamper has been unpacked or the wrap has been removed, it is no longer in a condition that can be checked and repacked for another client.
- Personalised ribbons and gift notes are final once confirmed
- Special-order hampers are not returnable
- Opened or used items cannot be refunded
How To Report a Problem With an Order
If there is a problem, contact us as soon as you notice it. Please send your order number, the delivery name, and clear photos showing the issue. For gift hampers or wrapped items, photos of the outer box, the wrap, ribbon and the affected product help us assess the matter faster.
We ask that delivery issues and visible damage are reported within 48 hours of receiving the order. For missing items, send the packing slip or note what is absent. If the delivery was left with a reception point, security gate or office manager, please check there first before logging the issue with us.
- Contact: our contact form
- Include your order number and photos
- Report delivery damage within 48 hours
Our Resolution Steps
Once we receive your report, we will review the details and come back with the next step. In many cases we can replace the affected item, remake the wrap, reprint the gift note or arrange a suitable fix. Where the issue is courier related, we may ask for additional photographs or a quick written statement so we can take it up properly.
If a replacement is approved, we will confirm whether it will be collected, delivered again or made ready for pickup from the Sandton studio. Turnaround depends on the item and the season, especially during year-end gifting, weddings and month-end corporate runs.
- We may request extra photos or written details
- Approved replacements will be confirmed in writing
- Timing depends on stock and production queue
Delivery, Collection and Risk Transfer
Once an order leaves our studio or collection point, care of the parcel moves to the receiver or their appointed contact. Please check all wrapped gifts and hampers before signing for them where possible. If a parcel arrives with visible damage, note it on the delivery record and photograph it immediately. This helps when we follow up with the courier.
For collections from Sandton, Cape Town or Durban, please inspect the order before leaving if you can. If someone collects on your behalf, they should check the contents on the spot. We cannot accept claims later if the parcel was accepted in good condition and the issue was only noticed days after.
Refunds and Replacements Where Allowed
Refunds are only considered where an item is faulty, supplied incorrectly or cannot be resolved with a remake or replacement. Custom work is handled differently from standard goods, so the outcome depends on what was ordered and what went wrong. In some cases we may offer a replacement component rather than a full refund, especially where only one part of a hamper was affected.
If a refund is approved, it will be processed through the original payment method once the return, collection or inspection process is complete. Bank processing times may take a few working days. Where a replacement is more practical, we will explain that clearly so you can decide what suits your gifting deadline.
