How to reach the support team
The quickest way to reach us is through the contact form on our contact page. Share your order number if you have one, plus the item name, delivery town and the help you need, so the team can pick up the details without back and forth.
If your query relates to a gift order, include the gift note text, wrapping choice and any delivery instructions. For larger corporate or bulk orders, add the quantity needed and the date the parcels must reach the recipient, especially when sending to multiple addresses.
- Order questions and tracking support
- Product advice on size, finish and material
- Gift wrapping, gift notes and registry help
- Delivery changes or missed-delivery follow up
What to include when you send a support request
A little detail at the start helps us sort the request properly. If the item is ceramic, mention whether it is a mug, bowl, platter or vase and whether the issue is a chip, glaze mark or breakage in transit. For textiles, tell us if it is a cushion cover, table linen or throw and whether you need washing advice or help with a weave concern.
For wood items, note the finish and the kind of care you have already given it. In coastal areas like Cape Town and Durban, humidity can affect natural fibres and timber over time, so those details matter when we advise on storage and care.
- Full name used on the order
- Delivery town or suburb
- Photo of the item if there is damage or a fault
- Any deadline linked to a gift or event
Delivery help for Cape Town and nationwide orders
We handle delivery support across Cape Town, Woodstock, Johannesburg, Durban, Pretoria, Stellenbosch, the Southern Suburbs and the Atlantic Seaboard. If a parcel is delayed, sent to the wrong address or needs special handling for a gift, let us know the address details and the date it was due to arrive.
For fragile ceramics, we pack with extra care, but if a parcel arrives damaged, keep the box and inner wrapping as they help us check the issue. For bulk or corporate sending, we can also help with split deliveries, label checks and gift box preparation.
- Address changes before dispatch
- Special delivery notes for apartments, estates or offices
- Gift box requests for housewarmings and weddings
- Multiple delivery points for corporate orders
Care advice for handmade pieces
Our support team can help with day-to-day care for handmade ceramics, textiles, wood and decor. Most ceramic pieces are fine with gentle hand washing in warm water and a soft cloth. Textiles usually do best with cool or lukewarm washing, mild detergent and shade drying, though some woven items need a softer touch to keep the finish neat.
Natural wood should be kept dry, wiped with a soft cloth and stored away from direct heat or long hours in strong sun. If a product needs extra care, we will guide you on what suits the material best, rather than guessing and risking damage.
- Ask about cleaning marks, dust and light staining
- Check the best way to store seasonal homeware
- Get help with keeping natural materials in good condition
- Confirm whether an item should be washed, wiped or spot cleaned
When a replacement or return needs attention
If something arrives damaged or is not quite right, send the order details and a clear photo as soon as you can. This helps us see whether the issue is with packing, transit or the item itself. Handmade work can have small natural variations, but cracks, breakage or a missing item need proper follow up.
We will look at the item, the packaging and the delivery notes, then advise on the next step. Keep all packing materials close by, as they may be needed while the case is checked. For gifts sent to someone else, please include the recipient name so the parcel can be identified quickly.
Support for gifting and custom bundles
Our team helps with housewarming sets, wedding gifting, curated gift boxes, gift registry help and custom bundles for businesses or events. If you want a mix of ceramics, textiles, wood and decor, tell us the style, colour range and budget band you have in mind, plus whether the parcel is going to one address or several.
We can also help with gift notes and wrapping when the order is meant for a birthday, client gesture or wedding table setting. If you are preparing a larger order, include the event date and the count of boxes needed so the packing details can be handled properly.
- Housewarming sets for new homes
- Wedding gifting and registry help
- Corporate gifting and branded note cards
- Custom bundles for teams, clients or events
What happens after your message lands
Once your enquiry reaches us, the support team reviews the details and routes it to the right person, whether that is operations, logistics, customer care or product curation. That way the reply has the right context, especially where delivery coordination or replacement checks are involved.
Our Woodstock base works closely with makers and delivery partners across South Africa, so the notes you send help us keep the process accurate. If the matter is urgent, make that clear in the form and add the best delivery address, as sometimes a small detail can slow things down more than expected.
