Help
If something goes wrong
Most orders go smoothly, but if yours doesn't, here's exactly what to do and what to expect at each step.
1. Check your order status
Start on your orders page — it shows exactly where things stand, including whether the creator has dispatched your piece.
2. Contact us
Reach out via the contact page with your order number and what's wrong. We pass this straight to the creator and follow it with you — you're not left messaging a stranger with no oversight.
3. We respond
[TBC: First-response time target (e.g. within 1 business day)]. We'll tell you what happens next — replacement, repair, refund, or more information needed from the creator.
4. If it isn't resolved
[TBC: What happens if the creator doesn't respond, or the resolution offered isn't acceptable — e.g. escalation to a named team, a chargeback/PayFast dispute path, or a maximum resolution timeframe].
Damaged, faulty or wrong items
These follow the same steps above, feeding into our returns process.
Serious concerns about a creator
If you believe a creator has acted dishonestly — not just a delivery hiccup — [TBC: dedicated escalation channel or contact for serious complaints, separate from general support].