Here is a list of our most frequently asked questions. If you can't find your question here - please pop us a mail at email@example.com and we will help you as best we can!
What payment methods do you accept?
We accept the following:
Credit Card / Debit Card
PayPal (for all our international friends!)
When will I receive my order?
Once you have paid for your order, it will be dispatched after 1 - 2 days. Once with the courier, you should receive your package anywhere from 3 - 5 working days. This all depends on where we are sending your package to.
Can you deliver to a PO BOX address ?
We use FASTWAY couriers who deliver door to door. So please ensure you add a physical address only when you check out and ensure that someone will be home during the week - Monday to Friday (8am - 5pm) to receive your parcel. You may use your home or business address as long as it is a physical address with someone to receive and sign for your parcel.
How long do Personalised orders take ?
Personalisation will take between 2-3 weeks. We may have your order processed sooner in which case we will notify you via email once it is ready to ship. Please email us if you have any queries around this firstname.lastname@example.org
Where can I add details for my Personalised orders (on Calendars only) when I check out + where will they appear on my order ?
When you add an item to your cart and you are ready to check out, select view item and then add in your personalised information under special instructions. Otherwise you are always welcome to pop us an email along with your order number / confirmation. The personalisation on your Calendars will be printed in gold on the top right hand corner of each page.
Do you charge for shipping?
National parcels (in South Africa) are FREE if you spend R500 or more to all major cities and towns. If you do live in an outlaying area then you will be asked to pay a fee of R90. Please select the correct shipping fee upon checkout.
One of the items that I ordered arrived damaged or is faulty- what do I do now?
Damages happen. We personally check that everything sent to our customers is of the best quality but sometimes your package can get thrown around in transport. So please let us know within 14 days of receiving your order. Send us photos to email@example.com of the damage and we can assess what the problem is and how to deal with it. We want you to be happy! You will have to return the item to us at your own cost (however if this is actioned within 14 days - we will refund you for the shipping. This only applies to local shipping within South Africa.
I'm not happy with something I bought and I want to return it to you / exchange it for another product - can I do this?
If you are returning a product because it arrived to you damaged - please see the previous question. Obviously we want you to be happy with every product you buy from us! Please send us an e-mail firstname.lastname@example.org. We will be happy to return and refund/replace if your product just isn't what you thought it was going to be but only within 14 days of receiving it. Returns are done on your own cost, the goods must be in their original packaging - unopened and undamaged - and the goods need to be packaged appropriately for transport (i.e. enough protective wrapping to ensure the product won't get damaged during transport). If we receive a damaged product (that left your hands undamaged) we unfortunately cannot refund you. Once we receive your package and it is in a sellable condition, we will refund you with pleasure.
I live outside of South Africa - can I return my order if I am not satisfied ?
Unfortunately not, we do not offer any returns on orders outside of South Africa. We will however answer any questions you do have on an order you wish to purchase should you live overseas. Send us an email to email@example.com if you have any questions at all.
Can I buy something from your website and send it to a friend as a gift?
Your most certainly can!! We are more than happy to send your package to your friend - we can even write a little note for you on the Thank You card that will be included in your order. OR you can purchase a notecard from our site (under the "Sending a Gift?" tab!) and we can write your note on that for you if you'd like. Please write your note in the "Special Instructions" section at checkout.
OMG I love your stuff and want to blog / tag / post about it ASAP! Can I?
OMG YES! We would love that! Please send us an e-mail and we can chat! If you do end up blogging about us without letting us know - please just remember to link to our website / social media handles (@alexalilyshop).
I would love to collaborate with you and do a giveaway!
Awesome that sounds great! Please send us an e-mail to firstname.lastname@example.org and tell us about yourself and the giveaway. We love collaborating with other local creators and to support our amazing local talent.