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Shipping and Returns Policy

Last updated: 26 August 2026

Thank you for shopping at Filament Fox! Because our products are made to order, please review our shipping options, processing times, and return policies below.

Shipping Within South Africa

Filament Fox ships nationwide across South Africa. We partner with reliable courier services to ensure your items arrive safely:

  • The Courier Guy (Door-to-door delivery)

  • PUDO (Locker-to-locker or locker-to-door delivery)

Shipping options and delivery costs are calculated and displayed during checkout.

Production & Processing Time

  • Made-to-Order: Every item is printed, cleaned, and hand-finished after your order is confirmed.

  • Lead Time: Please allow 5 to 7 business days for production before your order is dispatched.

  • Note: Production time is separate from the courier’s transit time.

  • Peak Seasons: During busy periods (such as markets, holidays, or sales events), lead times may be slightly extended. If a significant delay affects your order, we will contact you directly.

Courier Transit & Delivery

  • Once your parcel is handed over to The Courier Guy or PUDO, transit time depends on the courier’s operational schedule (typically 1 to 4 business days depending on location).

  • Delivery Details: Please ensure your shipping address, contact number, and selected PUDO locker location are complete and correct at checkout. Filament Fox cannot be held responsible for delivery delays or failed deliveries caused by incomplete or incorrect customer information.

Damaged Items Upon Receipt

We pack every order with extreme care using protective materials. However, if your items arrive damaged during transit:

  1. Contact us within 7 days of receiving your parcel.
  2. Email or message us with:

    • Your Order Number

    • Clear photographs of the damaged product

    • Photographs of the outer packaging and shipping label

    • A brief description of the issueImportant: Please retain all original packaging materials until the claim is resolved, as couriers require packaging inspection for damage claims.

Upon reviewing your details, we will arrange a replacement, repair, or store refund in accordance with the South African Consumer Protection Act (CPA).

Change of Mind & Returns

  • Standard Products: Because items are fabricated to order, we do not accept returns or offer refunds for general change-of-mind requests.

  • Personalised & Custom Items: Products featuring custom names, monograms, dates, or specific colour requests cannot be returned, cancelled, or refunded due to customer spelling mistakes, incorrect dates supplied, or change of mind. Please verify all custom fields carefully before placing your order.

Incorrect Items Sent

If you receive an item different from what you ordered, please contact us immediately with your order details and photos. We will rectify the error promptly by re-printing and shipping the correct item at no additional charge.

Refund Processing

Where a refund is approved or legally required:

  • Refunds are processed using the original payment gateway (PayFast).

  • Processing timelines depend on your financial institution and may take 3 to 7 business days to reflect in your bank account once issued.

Contact Us About Shipping

For any questions regarding shipping status or returns, reach out to us via our Contact Us page or directly via email.