Frequently Asked Questions

FAQ

ORDERS & DELIVERIES

  • Where is my order?
  • How much does delivery cost?
  • Who will deliver my parcel?
  • Will an invoice / paperwork be included in the package?
  • Change delivery / billing address
  • Do you deliver outside of the South Africa?
  • Can I send my gifts to more than one delivery address?

    Where is my order/delivery?

    The estimated delivery date for your order depends upon the delivery method you choose.

    Please allow 3 days from order to production (excluding weekends and bank holidays) before it's dispatched. Dispatch takes 2 days. Therefore a total of 5 working days. This is dependent on stock availability, personalised designs and selection made.

    How much does delivery cost?

    Please see pricing when you check out for local and national.

    Change delivery address/billing

    Unfortunately, we are unable to guarantee that delivery / billing address can be changed if your gifts have been produced, packed and ready for collection. However, we will do whatever we can to help you.

    Please contact us if you require delivery / billing address changed.

    Do you deliver outside of South Africa?

    Unfortunately not at this stage. 

    I have a problem with my order/purchase

    If you have any issues with your order or products received please send us an email.

    If you have an issue with the product you've received, simply take a photo of the item, clearly showing the damage/issue incurred and email it to: jc@thingease.co.za   with details of your order and we will get back to you asap.

    PERSONALISATION

     ERRORS & PERSONALISATION

    • Wrong personalisation or spelling error
    • I have made a mistake on the personalisation
    • I haven’t had a confirmation email
    • I forgot to order another product. Can I add it to my order?
    • Wrong item received
    • Can I personalise it in another language or use special characters?

    WRONG PERSONALISATION OR SPELLING ERRORS

    We will always personalise your gifts as you've requested during the order process. Please double check your order confirmation email or via our WEBSITE just to make sure that you've entered the correct personalisation and ordered the correct product.  If your gift arrives personalised differently to what it shows, please contact us, and we will be happy to help you. If you do not enter any personalisation we will send your gift blank or with existing fixed design.  

    I HAVE MADE A MISTAKE ON THE PERSONALISATION

    All our process is automated therefore as soon as you notice you have made a mistake on the personalisation, please AMEND HERE.   Unfortunately, we are unable to guarantee that changes can be made if your item has gone into production but we will do whatever we can to help you. If you do not enter any personalisation we will send your gift blank or with existing fixed design. Please note that invoice and delivery address can not be amended. Please contact us if you require delivery address changed and we will try our best to change your delivery address if your order has not already been produced, packed and ready for collection.  

    I HAVEN’T HAD A CONFIRMATION EMAIL

    It's possible that some emails may end up in your spam or junk mail folder. Please ensure you check these folders and if you still can't find your email please email us and we will be happy to help you. Please contact us before placing another order as it's possible we already received your order and processed it.  

    I FORGOT TO ORDER ANOTHER PRODUCT. CAN I ADD IT TO MY ORDER?

    Unfortunately, we will not be able to add more items to your order due to the nature of products and production process. Therefore you will need to create another order.

    WRONG ITEM RECEIVED

    Please double check your order confirmation email or via our website just to make sure that you've ordered the correct product. If your gift arrives differently to what it shows, please contact us, and we will be happy to help you.

    RETURNS & CANCELLATION

    • My gift(s) arrived broken / damaged
    • How do I return my item?
    • I want to cancel my order
    • How long will my refund take?
    • I want to return a product, where should I send?

      MY GIFT(S) ARRIVED BROKEN / DAMAGED

      We guarantee that any items that have been damaged in transit will be replaced immediately. 

      Simply take a photo of the item, clearly showing the damage incurred and email it to: jc@thingease.co.za  with details of your order and we will arrange for a replacement product to be sent out immediately.

      HOW DO I RETURN MY ITEM?

      We will make this simple!  Just get in touch with us, and we will be happy to help you.

      Our return policy does not apply to perishable items, items which have been personalised or custom made for you or you have provided incorrect or inaccurate information during the order process. 

      If the items that we deliver are not what you've ordered or damaged or defective, we will be happy to replace the goods.

      Simply take a photo of the item(s), clearly showing the defective or damage incurred and email it to: jc@thingease.co.za with details of your order and we will arrange for a replacement product to be sent out immediately.

      We request photo just to speed up the process and have found it to be a lot less hassle than returning items for inspection.

      I WANT TO CANCEL MY ORDER

      We recommend to phone us immediately and we will do our best to cancel your order before it goes to production. Please note that if your order has already been processed, we will not be able to cancel.

      Our number: 0825667231

      Working hours: Monday to Friday / 9:00am to 4:00pm

      HOW LONG WILL MY REFUND TAKE?

      We usually refund within 48 hours and depends on your banks refund policies.

      Credit/Debit Card Refund

      It may take up to 10 working days to show on your credit/bank statement depending on your bank. 

      I WANT TO RETURN A PRODUCT, WHERE SHOULD I SEND?

      Just get in touch with us and we will be happy to help you :)

      Our Return Policy:

      Our return policy does not apply to perishable items, items which have been personalised or custom made for you or you have provided incorrect or inaccurate information during the order process. 

      If the items that we deliver are not what you've ordered or damaged or defective, we will be happy to replace the goods.

      Simply take a photo of the item(s), clearly showing the defective or damage incurred and email it to: jc@thingease.co.za with details of your order and we will arrange for a replacement product to be sent out immediately.

      We request photo just to speed up the process and have found it to be a lot less hassle than returning items for inspection.

      I CAN NOT LOGIN TO MY ACCOUNT

      You can only login to your account if you have registered an account during checkout. If you've checked out as a guest during the order process you can view status your order HERE.

      Other possibilities:

      • Miss-typed email address during account creation

      Other solutions:

      • Try to reset your password if you already have an account