1. Delivery

 

1.1 Delivery areas

We deliver nationwide within South Africa.

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International delivery is available on request only (see section 6).

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We do not offer in-person collection or pickup.

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1.2 Dispatch lead times

• Some items are held in stock; others are made to order.

• If your item is not in stock, please allow up to 5 business days for crafting.

• Intricate builds may take up to 9 business days.

• Custom designs may take up to 12 business days, depending on the brief.

• Courier delivery times are additional and vary by destination.

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1.3 Delivery fees

• Orders above R1200 qualify for free standard delivery (unless stated otherwise).

• Orders below R1200 incur a delivery fee calculated at checkout.

• If you request a special delivery service (e.g., express), additional charges may apply.

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1.4 Courier partner

We use reputable third-party couriers and/or postal services. Our courier partner may vary and will be confirmed at dispatch.

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1.5 Delivery address and tracking

• You are responsible for providing an accurate delivery address and ensuring someone is available to receive delivery where required.

• If a parcel is returned to us due to an incorrect address, failed delivery attempts, or refusal, re-delivery costs will be for the customer.

• Where tracking is available, we will provide tracking details electronically.

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2. Returns & exchanges (South Africa)

Returns are accepted within 7 days of delivery for eligible items that are unused and in original condition, subject to this policy and the Terms and Conditions of Sale.

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2.1 Return authorisation required

All returns, exchanges, repairs and assessments require prior written approval (Return Authorisation).

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Once your request is approved, we will email you the return address and instructions. Items sent without authorisation or to an incorrect address may be refused, delayed, or returned to you at your cost.

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2.2 How to request a return or exchange

1. Email info@lelyveld.co.za within 7 days of delivery and include your order number, the item(s) you wish to return/exchange, and the reason.

2. We may request photographs and additional information (especially for damage or defect claims).

3. If approved, we will send return instructions and a reference number. Please include the reference number with your parcel.

 

2.3 Conditions for eligible returns

• Item(s) must be unused, unworn, unwashed, and in original resalable condition.

• All original packaging, accessories and tags must be included, where applicable.

• For hygiene reasons, certain items may be excluded if opened/used (where applicable).

• We reserve the right to refuse a return if the item is not returned in the condition supplied, or if it shows signs of use, damage or alteration.

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2.4 Custom, personalised and altered items

Custom or personalised items are not eligible for change-of-mind returns. This includes:

• Products created to your brief that are not part of our standard product range;

• Personalised items (for example, initials, names or bespoke markings);

• Any product from our collection altered or modified at your request (even if based on a standard product).

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Custom/personalised items may be returned only if faulty or damaged, subject to assessment and CPA rights.

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Standard catalogue items that are made to order without personalisation or alteration remain eligible for returns, unless otherwise stated.

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2.5 Natural material and handmade variation

Leather is a natural material. Variations in grain, markings, tone and texture, and slight differences resulting from handmade production, are expected and are not defects.

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Colour differences between product photographs and the delivered item may occur due to photography, lighting and screen settings and are not in themselves defects.

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Products will wear and change over time with use, which is a characteristic of leather and handcrafted goods.

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2.6 Incorrect items or transit damage

• If you receive an incorrect item or an item that appears damaged on delivery, please contact us as soon as possible (preferably within 48 hours) with photographs so we can assist.

• Where the item is verified as incorrect or damaged in transit, we will advise the process and may arrange replacement and/or credit reasonable return shipping costs.

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2.7 Return shipping costs

• Return shipping is for the customer unless the return is due to a verified manufacturing defect, incorrect item supplied, or transit damage.

• You are responsible for safe packaging and for retaining proof of return. Risk remains with you until the parcel is received by us.

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3. Refunds

Approved refunds are processed within 7 to 10 business days after inspection and approval.

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Refunds are made to the original payment method where possible. If this is not possible, we will agree an alternative method with you.

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Delivery charges are refundable only where required by law or where the return is due to our error or a verified defect.

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4. Exchanges

Exchanges are subject to stock availability and may require price adjustments if the replacement item differs in price.

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If an exchanged item is made to order, additional lead times will apply.

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5. Repairs and assessments

Repairs and assessments require prior authorisation. We will provide the return/repair address and instructions by email after approval.

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We will assess the product and determine whether the issue is a manufacturing defect, normal wear and tear, accidental damage, misuse, or another cause.

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If the issue is a verified manufacturing defect, we may repair or replace the item and may, in our discretion, credit reasonable return shipping costs.

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If the issue is due to wear and tear, misuse or accidental damage (including breakage of fragile items such as clay/ceramic products), repairs and shipping costs are for the customer.

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6. International shipping (on request)

• International shipping is offered on request only. Please email us with your delivery address and the items you wish to purchase.

• We will provide a shipping quote and estimated timelines once the request is received.

• International delivery timelines are indicative and may be affected by customs and carrier processes.

• You are responsible for import duties, taxes, customs charges and clearance fees in the destination country.

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7. Contact

For delivery, returns, exchanges or repairs, contact us at info@lelyveld.co.za.