Frequently Asked Question
I would like to place an order by phone. What is the contact number?
To eliminate spelling mistakes, only orders in writing (email or whatsapp) can be accepted.
Our invoices contain our phone number, which may be used for queries regarding orders already placed.
Can I pay when my parcel is delivered?
No, unfortunately not. We only process orders after we've received full payment.
Do you give any discount?
If your order contains 6 items, you will receive the least expensive item for free.
If your order contains 12 items, you will receive the two least expensive items for free.
Certain items in our range, however, do not qualify as free items. Please contact us if you need more information.
My order contains 6 items, but I did not qualify for a free 6th item. Why?
Chances are your order contains a name pendant (code SA5N, code SA6N, code SA6N2 or code SA6IN).
The production process for a name pendant is completely different and therefore these orders are handled separately. Only our standard products qualify as a free 6th item.
Can I make a cash deposit into your bank account?
We do accept cash deposits, but a fee will be applicable to cover banking charges. Please indicate "Cash Deposit" in the comments section of your order when you complete the order form.
How long will it take for my item(s) to arrive?
Production time for standard products: 5-7 working days from date of payment received.
Production time for name pendants: 14 working days from date of payment received.
Our production department is closed over weekends and on public holidays.
Courier delivery: 1-3 working days from date of receiving your tracking number.
Paxi collection at Pep Stores: 3-6 working days from date of receiving your tracking number.
Please place your orders well in advance. We are not able to accept orders on short notice.
Where will the parcel be delivered to? Which address should I use at checkout, my work or home address?
Fastway and Aramex will deliver to the address you have provided us with, at your door.
With Paxi you need to collect your parcel at your nearest Pep store.
Can you let me know when my parcel will be delivered?
Unfortunately not. We can track your parcel to the best of our ability. But we have no control over the courier companies or Paxi.
I have not received an invoice after I submitted my order. Do I need to resubmit my order or did I do anything wrong?
It may be that you completed the checkout form incorrect, or maybe your email address is incorrect or invalid. Please resubmit your order with the correct email address. If you still do not receive an invoice, please contact us again.
Can I make changes to my order after I've made payment?
No. As soon as payment is received the order is send through for production. At this stage it is no longer possible to make any changes to your order unfortunately. So please double check that you are happy with your order before making payment.
Can I order one product with another products design?
Unfortunately not. The products listed on our website are standard and can only be ordered as indicated on the catalogue.
I prefer a specific font? Can youdo this for me?
All pruducts are hand engraved and specific fonts are not used.
Can you engrave symbols?
We can engrave any symbol that can be written by hand such as hearts, crosses or anything else you might like.
Can you custom design something for me?
No. We do not do any custom product designs. Only our own products are available as per the catalogue.
Can I collect my parcel?
Yes. You are more than welcome to collect and save on delivery cost. We are situated in Horison, Roodepoort.
Can you engrave on one of my items for me?
We do not engrave on products not listed in our catalogue.
Will the products I order look exactly as on the product images on your website/catalogue?
Product may not look exactly as on the images. This is because each product is handcrafted and engraved JUST FOR YOU - it will be one of a kind.
How do I get the photo(s) I want on my keyrings to you?
Photos for keyrings can be emailed (firstname.lastname@example.org) to us or send to us on whatsapp.
Please only send your photos after receiving your invoice so that we can allocate the correct photos to your order.