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FAQ

 

How long will it take for my delivery to get to me?

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. The order can then either be expected within 3-5 additional business days or be picked up by the customer at the Cape Town operating center.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

It is the customer’s responsibility to make sure that they sign for their delivery once it has reached their shipping address, and as stipulated by the customer on completing the order. Studio Candor will not be held responsible for deliveries that are not signed for by the customer.

 

What happens if my product is damaged during shipping?

Studio Candor is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

 

What happens if my delivery gets lost?

Should such a situation arise, Studio Candor is compelled to respect the time-frames set by the carriers in regard to declaring the loss and the refunding of the shipment. Hence, you are also bound to the same time-frames: In order for Studio Candor to officially declare a parcel lost, you have ten (10) business days to declare the loss of a parcel starting from the date you have received the shipment confirmation e-mail. Beyond this time period, no claim will be accepted.

 

What is Studio Candor’s policy on fraud?

In the event of a fraudulent purchase being placed on Studio Candor, cardholders will be advised to initiate a chargeback via their bank in order to be refunded. Studio Candor does not process refunds for orders suspected of fraud. Studio Candor does not provide order details relating to orders suspected of fraud. Any fraudulent attempts will be reported to the relevant authorities.

 

I selected Friday Free Rondebosch Pick Up as my shipping – now what?

Rondebosch pick ups take place between 11:00-16:00 every Friday, outside of our office/apartment. Once you have selected a pick up option, please get in touch with us and let us know what time within that frame suits you best. We will then send the address & ready your parcel for collection.