South African Delivery

Delivery charges are subject to change depending on the quantity bought and the location of your delivery.

Your order will usually be delivered by courier and will require a signature on delivery. Orders will normally be dispatched the same week and should be delivered shortly thereafter if in stock. The cost of delivery will be added to your order total before payment is taken. If the item is not in stock but rather a custom order, the timelines and delivery will be discussed personally.

Free Pilgrim’s Rest pick-ups

You have the option to collect your goods from downtown Pilgrim’s Rest at a pre-scheduled date and time. Just select the pick-up option when you check out and you won’t be charged a courier fee. Please email us at info@ponieskrantz.co.za to co-ordinate a time for your pick-up.

International deliveries

Your order will usually be delivered by DHL. Delivery dates will be communicated as soon as your package leaves our studio. The cost of delivery will be added to your order total before payment is taken. This process takes slightly longer as a courier quote and insurance on the parcel must be obtained before adding to your total bill – all information regarding international delivery will be communicated over email and is treated as a separate entity to normal delivery due to volatile international courier fees. If an item is out of stock or custom order, this will be indicated on the website or via email, whenever possible. Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 15 days.

Shortage and transit damage

You must inspect the goods at the place and time of delivery and notify us of any shortages, defects in the goods, or of any other complaint immediately and in any case within five (5) working days from the date the goods were delivered, failing which the goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage.

Taxes and import duties

All prices are quoted in Rands (R) and will include Value Added Tax, pending Ponieskrantz Arts and Crafts VAT approval. Any import duties or taxes and customs or clearance charges that are payable in the recipient’s country are solely the responsibility of the recipient. They will not be refunded by us should you wish to cancel your order or to return any goods to us for exchange or refund. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws. Please note that customs may open and inspect packages and that the cost of the goods must be specified on the documentation attached to the package, even if it is a gift.

Returns

Please note that handmade products are not always ‘perfect’ and irregularities that do not affect the overall function of the product are not considered as fault making issues. The irregularities that do not qualify for refunds or exchanges include:

• Glaze irregularity

• Finger marks – you score a signature that is personal to each maker!

• Imperfections on the underside of the product

• Bubbles and pin holes

If there is an issue in the function of a product, please email info@ponieskrantz.co.za with images and a description of the faulty product so we can help to resolve the issue as quickly as possible. The fault in the product must be a valid defect and cannot include any of the irregularities specified in the above list.

If the exchange is approved, we strongly advise you to pack the product carefully for a safe return to Ponieskrantz via a trackable courier, unless we deem the product to be so faulty that there is no worth to have it returned. Ponieskrantz is not responsible for any damage to the product that happens during shipping back to the studio and a refund or exchange will not be processed if the goods arrive further damaged.

Please send returns and exchanges to:

Ponieskrantz Arts and Crafts
Address: A64 Main Street, Downtown, Pilgrim’s Rest, 1290
Contact Name: Bruce Esser
Contact number: +27 72 266 3622

When you are sending the item back to us, please make sure a clear instruction is included that includes:

• Original Invoice Number

• Your contact number and email address

• Item you wish to exchange to

• Reason for the return/exchange

• Return courier fee, if it is an exchange

If you received the wrong order

If the item you received is not what you originally ordered, please email info@ponieskrantz.co.za quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement.

We’ll then advise on how to proceed with the return. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. This returns policy does not affect your statutory rights. We’ll be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Contact us by email: info@ponieskrantz.co.za if you have any further questions. Returns and exchanges apply only to purchases from the Ponieskrantz Arts and Crafts website, and do not apply to items purchased at any retail location or from our stockist/s.

Custom/ made to order items

Please note that that sale all custom products made as per custom design agreements which include but are not limited to Logos; Specific combinations of clays; colours; artworks and personal names or wording are final. No products with these attributes will be exchanged for other products or a monetary refund.

Clearance and sale items

Items purchased in the clearance section or where a price reduction is indicated may not be returned for refund or exchanged for other products. Sale of these items is final.

Contact us

If you would like any further information please do not hesitate to email info@ponieskrantz.co.za