Delivery & Returns
Please read this before you order. Everything in the shop is made to order, and that changes what you can and cannot send back.
Everything is made to order
We do not hold stock. When you place an order we cut, paint and finish that piece for you, with the name you gave us, in the colour, wood and font you chose. That is why your piece is yours alone — and why it cannot go back on a shelf.
Personalised items cannot be returned
Because your piece is personalised and made only for you, it cannot be returned or exchanged if you change your mind, order the wrong size, or send us a spelling you later regret. Goods made to a customer's own specification are excluded from the seven-day cooling-off right that normally applies to online purchases in South Africa under the Electronic Communications and Transactions Act.
This is the reason the shop asks you to check your spelling before you pay. We cut exactly what you type.
If it arrives damaged or faulty
That is different, and we will fix it. Email sublimemomento1@gmail.com with a photo of the piece and of the packaging, and we will repair it, remake it or refund you — your choice. Please tell us within 7 days of delivery so we can put it right quickly.
None of this affects your rights under the Consumer Protection Act. If a piece is faulty, unsafe or not what we described, that Act gives you six months from delivery to bring it back, and the choice between a repair, a replacement or a refund is yours, not ours. Telling us later than 7 days does not take that away.
Lead time
Made to order. Ships in 7 to 10 working days.
That clock starts when your order is paid, not when you place it, and it counts working days only. If you need a piece by a specific date, tell us before you order and we will say honestly whether we can make it.
Delivery
- We deliver by courier anywhere in South Africa.
- Delivery is R150 per order.
- Someone needs to be at the delivery address to sign for the parcel.
We do not ship outside South Africa. If you are ordering from abroad for someone here, use their address and tell us so we can keep an eye on it.