Orders

After placing your order, your order status will only change when one of two things happen; your order is cancelled or your order is shipped. If you have not received notification of cancellation or shipping, then your order is still pending fulfillment based on availability of stock.

The most likely reason for us not yet sending your order is because we don't yet have all the products for your order in stock. Lead times indicated on product pages are indicative based on the feedback from our suppliers at the time of order.

This situation is almost always caused by something outside of our control, such as manufacturing delays at our suppliers or knock-on effects caused by many other factors. Unfortunately there isn't much we can do about these situations other than apologize profusely and offer you a full refund should you not be willing or able to wait until your order is ready to be sent.

Generally, order cancellations result from our supplier(s) running short on stock unexpectedly. While we make every effort to ensure our stock information is accurate when you place an order, occasionally this can happen. If we've had to cancel your order, we'll refund you in full.

Unfortunately not, if your order hasn't yet been dispatched then this is most likely due to something outside of our control; either one or more products in your order have a production lead time, one or more suppliers have had delays on their end, or there is a problem with stock availability. If you are not happy to wait at any point then we will gladly refund you in full.

Stock Availability

You'll notice that our products have a stock status indicator which is generally one of the following:

In stock, can be dispatched - we carry stock of this item and aim to send out asap.

Available - the item is readily available from our supplier or we expect stock incoming soon, it generally takes 2-5 days before it can be dispatched.

Lead time with duration - the item has a production lead time and it will take a bit longer to have it ready for dispatch, we also indicate what the expected lead time duration is.

Sold out - the item is currently sold out, you are still welcome to reach out around when we expect to have stock again.

Usually the following products carry longer manufacturing lead times if indicated on the product page: sheepskin and wool slippers, leather shoes and products, crocheted and knitted items - especially when offered in custom styles, colours and sizes.

The reality is that the demand for slippers exceeds our supplier's manufacturing capacity and this does result in a waiting time for slippers (especially during the chilly season). We are unable to 'speed things up' in most conditions other than offer an alternative style, colour or size (should we have this in stock).

Reminder that lead times are always indicative, and it is often the case that slipper lead times are extended without prior notice. In case of extended delays and should you not wish to wait for your order, the option of cancelling for a full refund is always available.

Shipping

Your order has not yet been dispatched, which could be because one or more products in your order have a production lead time. You will receive your parcel tracking details once your order has been dispatched.

Although we don't yet offer international shipping as a standard option when checking out, we'd be happy to make custom arrangements to ship your order to an overseas address - please contact us with your specific requirement so we can give you a cost estimate.

It depends on where you are and whether the item you purchased has a production lead time. Please allow for up to 5 days for delivery from date of dispatch; most deliveries to main centres within 1-3 business days, outlying areas up to 5 business days. By default we dispatch orders when all products in a particular order are ready for dispatch (i.e. when those with lead times are also ready). On request and for a partial fulfillment surcharge we gladly ship your order in separate parts should not all items be ready for dispatch at the same time.

Please keep in mind that we work with many suppliers who have production lead times or where products are made to order on a first come first served basis, and we don't necessarily always have stock of all products - where a product has a lead time this will be clearly indicated on the product page.

All orders over R800 qualify for free delivery anywhere in South Africa.

For orders less than R800 a R95 delivery fee applies. If your shipping address is located in the greater Cape Town area then we offer a R45 local delivery option, alternatively you can choose to collect your order from us at no cost. Should you choose to collect please note we only offer this during business hours and your desired collection time needs to be confirmed with us via email.

We use four couriers to deliver orders throughout South Africa; The Courier Guy, Dawn Wing, Courier IT and MDS Collivery. The courier chosen to deliver your order largely depends on where you are located and what the volumetric weight of your order is.

No, we do not currently offer collections, all orders are shipped via courier to any location in South Africa.

Returns and Exchanges

Yes, we offer returns/exchanges in certain conditions, refer to our Returns Policy

Please email us at returns@madebyartisans.co.za stating your order number, what you would like to return or exchange, and the reason. It might take us a few business days to process your request. We charge a return courier fee for all returns and exchanges, this will be communicated by us when we arrange our courier to collect. In the case of exchanges, when we dispatch your replacement product depends on stock availability as production lead times might apply.

Yes, we charge a 'return courier fee' of R95 to arrange our courier to collect your product. Should the return or exchange be related to a faulty product, then this fee does not apply.

Refunds

Should a returned product qualify for a refund, we will refund the payment method you originally used when placing your order, unless we specifically require your banking details in which case we will reach out to you.

We process refunds on a weekly basis, and once processed it might take a few business days for the funds to reflect in your account.

General

No, we're an online store and don't have any retail locations...yet. No fuss though, we deliver throughout South Africa.

We are absolutely legitimate. It is unfortunate that there are scammers and chancers out there who create uncertainty and doubt in the minds of South African consumers. MADE BY ARTISANS ONLINE STORE (PTY) LTD is a registered South African company in the business of supporting local producers and bringing new products to market.

We hope that our positive reviews and media exposure gives confidence in you placing your order with us.

Customer Reviews

In The Media

While we try our best to address email queries, we are a very small owner-run team and unfortunately don't have the resources to respond to every customer question or request - our time is spent managing stock and personally fulfilling customer orders. We are only two people with two hands :)

We hope that our FAQ's address our customer's questions.