Placing your order

[toggle title_open=”What forms of payment do you accept online” title_closed=”What forms of payment do you accept online” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]We accept payments made via the secure payments gateways Paypal or Payfast.

Both payment gateways accept MasterCard and VISA cheque, credit cards and debit.

If you are in South Africa and would like to pay via EFT from any of the major banks (Nedbank, Absa, Standard Bank, FNB) please select to pay via Payfast.

If you would like to pay via Paypal please let us know after placing your order. We will send you a Paypal money request. Unfortunately we cannot automatically direct you to Paypal during the checkout process because Paypal cannot create invoices in South African Rands.[/toggle] [toggle title_open=”The item I would like to order is on back-order” title_closed=”The item I would like to order is on back-order” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]If we do not have stock of an item, but normally do, we list it as on backorder. This usually means that it is in production and will take anything from 1-2 weeks before we have stock again to ship your order. By placing a backorder it means that as soon as we have stock, we will complete your order. You will be notified of this with a confirmation email. [/toggle]

All about shipping

[toggle title_open=”How long does it take to process my order?” title_closed=”How long does it take to process my order? ” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]Orders are posted in 2-3 days of receiving the payment. Orders that are received on Friday or during the weekend will be posted on the Monday.[/toggle] [toggle title_open=”Do you ship internationally?” title_closed=”Do you ship internationally?” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]Most definitely. All international orders are posted through the local postal service as Registered Mail or if it is over 1kg, then as an Insured Parcel. It takes 5-14 working days* to arrive.

*All delivery times are on a best effort principle and The Wren Design cannot be held liable if a parcel arrives a few days later than the lead times. Orders can be delayed due to unforeseen circumstances such as bad weather, strikes etc. Please allow for up to 20 days from payment to delivery. If you have any concerns regarding your order and the delivery please get in touch with us.[/toggle]

[toggle title_open=”Postage options in South Africa”” title_closed=”What are the local postage options?” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]During checkout you can select for your order to be delivered via courier or the South African Post Office to a PO Box address.

Courier: Please provide us with an address where somebody can receive the parcel during working hours. We use Fastway couriers and delivery is 2-4 working days*.

South African Post Office: We post parcels in South Africa as a fully insured parcels. Delivery is 3-5 working days*.

*All delivery times are on a best effort principle and The Wren Design cannot be held liable if a parcel arrives a few days later than the lead times. Orders can be delayed due to unforeseen circumstances such as bad weather, strikes etc. Please allow for up to 20 days from payment to delivery. If you have any concerns regarding your order and the delivery please get in touch with us directly to assist you in following up.[/toggle] [toggle title_open=”How do I track my parcel?” title_closed=”How do I track my parcel? ” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”] Every parcel is registered and/or insured and comes with a tracking number. When your order has been packed and posted we will send you an email with your tracking number.

You can track your parcel on the following websites:

Fastway couriers (for all local post): http://www.fastway.co.za/24TrackTrace.html

South African Postal Services (for local insured parcels and international mail leaving South Africa): http://sms.postoffice.co.za/TrackingParcels/

International Mail Tracking (this general tracking service will show the full tracking history of your parcel leaving South Africa and arriving in your country): http://www.trackitonline.ru/ [/toggle] [toggle title_open=”How does it work with customs and duties?” title_closed=”How does it work with customs and duties? ” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]Every country has a different customs tax. You can check* the rates here.

*We are not responsible if the rates estimation is incorrect – we only provide you with this calculator as a guide.

It must be said that it is not guaranteed that you will be charged tax at all. However, if you are these and other related costs are for your own account.

Note: We do not include a receipt in the packaging unless requested. [/toggle] [toggle title_open=”How will my order be packed?” title_closed=”How will my order be packed? ” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]All items are gift wrapped because we believe that even if you buy the item for yourself, it is a treat. This ‘gift’ is then placed into a sturdy bubble envelope or a box so that your bag can withstand handling.[/toggle]

Lost Parcels, Refunds & Returns

[toggle title_open=”Refund terms and conditions” title_closed=”Refund terms and conditions ” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]Returns are handled on a case by case basis. If you are unhappy with what you ordered or if something goes terribly wrong (for example, the bag gets damaged) please email and let us know within two weeks of receiving your parcel.

– The value of the bag will be refunded on receiving the returned bag in the same condition it was posted.
– The returned bag needs to be received (in South Africa) within 30days of it arriving in the country of destination (your country).
– Return shipping is at your cost unless the return is the result of an error on our side (for example, the bag posted was not the bag ordered, or it was sent to the wrong address etc). We are only human and do make mistakes.[/toggle] [toggle title_open=”What if my bag never arrives?” title_closed=”What if my order never arrives?” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]This rarely happens but it would be ignorant to say never. However, come hell or high water we will get your bag to you one way or another.

A parcel can only be called “lost” after 6 weeks. At this point we put in an inquiry with the postal service and give you the option of a full refund or a replacement bag at our cost.

If your order does not arrive within 5-10 working days and you do not want to wait the full 6 weeks before we can put a formal enquiry in and declare the package lost, then we can send you a replacement bag with the agreement from you that when, and if, the original bag does arrive that you will return this bag to us at your expense, or pay for two.

Local parcels sent with the South African Post Office are always insured for their full value. International parcels over 1kg are insured for their full value and parcels under 1kg are claimable from the South African Post Office for a percentage of the value of the item – but do not worry as this is for us to handle. Sadly Asian and most African countries do not offer an insurance option.

Summed up, please get in touch with us if your bag does not arrive so that we can work out a plan forward that will make a sad situation a happy one.

*All post offices keep parcels for 30 days. If you simply did not collect your bag in time then unfortunately you will have to repay the postage costs for a replacement bag to be sent.[/toggle]

What must be said

[toggle title_open=”Design Rights” title_closed=”Design Rights” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”] The Wren Design has the sole rights to all the designs of all its products and as such these should not be copied in any form whatsoever.[/toggle] [toggle title_open=”Image Rights” title_closed=”Image Rights” hide=”yes” border=”yes” style=”default” excerpt_length=”0″ read_more_text=”Read More” read_less_text=”Read Less” include_excerpt_html=”no”]If you would like to use an image on our website we are generally open to this but ask that you give us credit and let us know before publishing. [/toggle]

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