Shipping Info
General Shipping Info.
Last updated November, 2024
- All our orders ship from Cape Town. Â
- Most of our stationery items, like notebooks and notepads, are custom-made. Since each order is unique, we don’t keep pre-made stock as we cannot predict the customisation you may need. We create your items from scratch when you place your order.
- Please allow at least 2 days for processing, though the exact time can vary based on the type, quantity, and design of your items.Â
If your order is urgent, please select the “Expedited Processing” option at checkout for same day processing. - Once your order is processed, we notify a courier to pick it up, which can take up to 24 hours. Delivery times vary depending on your location in South Africa and the shipping option you selected, but typically range from 1 to 7 working days after collection.
Shipping Options
Please note:Â
- Unless stated otherwise, the shipping options below apply to door-to-door delivery nationwide.
- We no longer allow collections from the workshop. All orders will be delivered via courier to your specified address.
- The shipping times listed below refer to the time an order will spend in transit, and do not include the processing time.
Shipping Options:
- Overnight @ R150 (0 – 2kg; +R46/kg thereafter) : 1 – 3 days*Â
- Economy @ R100 (0 – 5kg; +R27/kg thereafter) : 2 – 4 days*
- ECO+Â @ R70: (0 – 5kg; +R17/kg thereafter) : 4 – 8 days*
- Free Shipping : We use ECO+ if you have a free shipping offer. Check the Announcements Page for any offers.
*working days calculated after processing
*E.g., a 100-Paged A5 notebook/planner weighs approximately 0.15kg
*E.g., a 100-Paged A5 notebook/planner weighs approximately 0.15kg
Shipping NotesÂ
- Shipping times are based on courier business hours. No deliveries on weekends and holidays.
- You’ll receive tracking information as soon as the courier has collected your order—PLEASE USE IT!
- You can upgrade your shipping method (e.g., from ECO+ to Economy, or from Economy to Overnight) if your order has not yet been shipped.
- Once the order is in transit, there is very little we or you can do to speed up the delivery time.
- DO NOT SIGN FOR NOR ACCEPT A DAMAGED PARCEL OR ONE THAT DOES NOT HAVE YOUR NAME ON IT upon delivery.
Order Cancellation and Return Policy
Last updated November, 2024
This policy sets out the terms and conditions for order cancellations and returns at Valenna Pty Ltd. By purchasing from us, you agree to the terms outlined herein.
Definitions
- Goods: Refers to items offered for sale by Valenna Pty Ltd.
- We/Us/Our: Refers to Valenna Pty Ltd.
- You/Your: Refers to the customer or purchaser of the Goods.
- Pay Now: Payment method that includes credit card, debit card, and electronic funds transfer (EFT) transactions.
- Manual Bank Transfer: Payment method where funds are transferred directly from your bank account to ours without the use of third-party transaction services.
- Merchant Transaction Fees: Non-refundable fees incurred by us when payments are processed via Pay Now.
- Processed: Refers to the stage at which an order has begun production or preparation.
Change of Mind Returns
We offer a 7-day, no-questions-asked return policy for instances where You change Your mind. The following conditions apply:
- The Goods must be unopened, unused, and in their original packaging, maintaining 100% condition.
- You are responsible for all return shipping costs.
- Original courier fees will not be refunded.
- Merchant transaction fees will not be refunded if the payment was made using the Pay Now method. No transaction fees will be applicable or deducted for payments made via Manual Bank Transfer.
Conditions for Returns
Certain Goods are exempt from being returned, including but not limited to:
- Customized or personalized items (e.g., custom keyboard colors, custom journals, diaries, custom pens, sticky notes, bookmarks).
To be eligible for a return:
- The Goods must have been purchased within the last 7 days.
- The Goods must meet the conditions outlined above for change of mind returns.
Note: We reserve the right to reject returns that do not meet these criteria at our sole discretion.
Order Cancellation
- Before Processing: If You cancel an order before it has been processed, a payment processing fee of 5% of the order value will apply only if the payment was made using the Pay Now method. No fees will be incurred for cancellations if payment was made via Manual Bank Transfer.
- After Processing: If the order has already been processed and includes printable items or customized products, You will incur a processing fee equivalent to the cost of materials used. This fee can be up to 50% of the order value, depending on the stage of production.
Defective or Incorrect Goods
We take responsibility for errors made in order fulfillment. If You receive defective, damaged, or incorrect Goods:
- Contact us immediately to report the issue.
- We will cover the cost and risk associated with returning such Goods.
- Store credit or a full refund (excluding any original courier fees) may be issued, at our discretion.
Returning Goods
- For change of mind returns, You are responsible for the cost and risk associated with returning the Goods.
- Refunds will only be issued upon actual receipt of the Goods or proof of return delivery.
Refunds
Refunds will be processed once the returned Goods are received and inspected. Refunds will be issued using the original payment method minus any applicable non-refundable fees as described in this policy.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us:
- By email: [email protected]
- Via live chat at valenna.co.za
