Shipping & Returns Policy
Shipping and Delivery Policy
All Whimsi Nook products are made to order and produced locally in South Africa. Please read this policy carefully so you know what to expect when placing your order.
Processing Time
Because every product is made to order, please allow the following processing times before your order is dispatched:
- Standard orders: 2-4 business days
- Custom/personalised orders: 2-6 business days
Processing times begin from the date payment is confirmed. You will receive an email notification once your order has been dispatched.
Delivery Timeframes
Once dispatched, estimated delivery timeframes are as follows:
- Major centres (Johannesburg, Cape Town, Durban, Pretoria): 2 – 4 business days
- Regional areas: 4 – 7 business days
- Remote or outlying areas: 7 – 10 business days
These are estimated timeframes only. Whimsi Nook is not liable for delays caused by the courier service, public holidays, or circumstances beyond our control.
Delivery Costs
Delivery costs are calculated at checkout based on your delivery address and order size.
Delivery Address
It is your responsibility to provide a complete and accurate delivery address at checkout. Whimsi Nook is not liable for orders delivered to an incorrect address provided by the customer. If a parcel is returned to us due to an incorrect or incomplete address, you will be responsible for the cost of redelivery.
Risk and Ownership
In accordance with the Consumer Protection Act, risk in the goods passes to you upon delivery. Ownership of the goods passes to you upon full payment being received.
Tracking Your Order
Once your order is dispatched, you will receive a tracking number via email. You can use this number to track your delivery through our courier partner's website.
Damaged or Lost Parcels
If your order arrives damaged, please photograph the packaging and the damaged product before opening it fully, and contact us within 48 hours of delivery at hello@whimsinook.co.za. We will work with our courier to resolve the matter.
If your parcel is lost in transit, please contact us at hello@whimsinook.co.za and we will investigate with our courier. If confirmed lost, we will arrange a replacement or refund.
Delivery Partners
We currently deliver via BobGo and their partners. We reserve the right to change our delivery partners at any time.
Returns and Refund Policy
At Whimsi Nook, we take pride in the quality of every product we make. Because everything is made to order and produced locally, we ask that you read this policy carefully before purchasing.
Your Rights Under the Consumer Protection Act
As a South African consumer, you are protected by the Consumer Protection Act No. 68 of 2008 (CPA). The following rights apply to purchases made through the Whimsi Nook website:
Right to Return (Section 56 — Implied Warranty of Quality)
If a product is found to be defective, unsafe, or not reasonably suitable for the purpose for which it was intended, you are entitled to:
- Have the product repaired or replaced; or
- Receive a full refund of the purchase price.
This right applies within six (6) months of delivery of the product.
Cooling-Off Period (Section 16 — Direct Marketing)
If you purchased a product as a result of direct marketing (for example, via an unsolicited promotional message), you have the right to cancel the transaction within five (5) business days of receipt of the goods, without penalty, in terms of Section 16 of the CPA.
This cooling-off right does not apply to custom or made-to-order products (see Section 2.3 below).
Standard Returns (Non-Custom Products)
For standard (non-custom) products, we will accept returns under the following conditions:
- The product is returned within 14 days of delivery.
- The product is unused, undamaged, and in its original packaging.
- Proof of purchase is provided.
To initiate a return, please contact us at hello@whimsinook.co.za with your order number and reason for return. Once your return is approved, we will provide instructions for sending the item back.
Return shipping costs are the responsibility of the customer, unless the return is due to a defect, damage, or error on our part, in which case we will cover the return shipping costs.
Approved refunds will be processed within 7 business days of receiving the returned item, via the original payment method.
Custom and Made-to-Order Products
Because all Whimsi Nook products are made to order and many are personalised to your specifications, we are unable to accept returns or offer refunds on custom orders, except in the following circumstances:
- The product arrives damaged or defective.
- The product does not match the specifications confirmed in your order.
- The product is of unacceptable quality as defined under Section 56 of the CPA.
If your custom product arrives damaged or defective, please contact us within 48 hours of delivery at hello@whimsinook.co.za with your order number and clear photographs of the damage or defect. We will assess your claim and, if valid, offer a replacement or refund at our discretion.
We are not liable for errors in customisation details provided by the customer (e.g., incorrect names, spelling errors, or incorrect colour selections made at the time of ordering). Please review all customisation details carefully before submitting your order.
Exchanges
We do not offer direct exchanges. If you would like a different product, please initiate a return (where applicable) and place a new order.
Non-Returnable Items
The following items cannot be returned or refunded (unless defective or damaged on arrival):
- Custom and personalised products
- Products that have been used, washed, or altered
- Products returned without proof of purchase
- Products returned after the 14-day return window has lapsed
Damaged or Incorrect Orders
In the unlikely event that your order arrives damaged or incorrect, please contact us within 48 hours of delivery. We will require photographic evidence of the damage or incorrect item. Valid claims will be resolved via replacement or refund at no additional cost to you.