All your questions about Sugar and Vice answered and if there’s anything else you want to know, contact us here:
Call Natalie: +2774 785 9525 OR E-mail: firstname.lastname@example.org
1.) What about custom orders?
See our Custom Orders page here.
2.) What does the making process entail and what materials are used?
For the Sugar & Vice ceramics:
The designs all originate from illustrations by Sugar & Vice founder Natalie Van Dijk. The designs are printed on special ceramic decals. She uses a small Cape Town based ceramic factory, where each piece of our bisque ware is slip casted by hand, using moulds made from plaster of paris. The greenware is then fettled by hand and fired in a kiln at 1000 degrees, which takes 3 days. The bisque ware is then hand glazed and re-fired at 1200 degrees. It is at this stage where the product becomes vitrified and robust and the process takes 4 days. The decals are used to decorate each ceramic piece, which are applied by hand. These pieces are re-fired for a third time. The factory employs 18 staff members. They work in a machine-free environment where all their products are lovingly made by hand. Our ceramics are durable and high quality, and microwave and dishwasher safe, unless stated otherwise. As each product is handcrafted, slight variations might occur. The firing systems and techniques are very different to those from the larger overseas factories. Small defaults are to be expected, but we do as much as we can to fix the problem, were we can.
3.) How are the products packaged for shipping?
Our mugs are packaged in a beautiful box which makes it an excellent gift. All other products are wrapped in bubblewrap, tissue paper and twine, then placed in boxes. We use newspaper as a filler inside the box, which we encourage you to recycle, along with the boxes. We offer custom gift wrapping for R25 per item too.
4.) Do you sell gift vouchers?
Yes we do sell gift vouchers, from R200 to R5000 – take your pick.
5.) Who can I contact for press enquiries?
Contact Natalie on 074 785 9525 or email@example.com.
6.) Do you have a retail outlet or stockists?
We do not have a physical store, but we stock various shops around the globe. See where your closest store is here.
7.) Which forms of payments do you accept?
Safety first is our motto when it comes to online privacy and security. At Sugar & Vice we have all the necessary procedures and best practices in place to ensure the confidentiality of your personal details. See which forms of payment gateways we accept here.
8.) Do you wholesale?
Yes we do wholesale and ship internationally. We would love to stock our products in shops all around the globe. Please apply here if you would like to sell our South African handmade products in your store.
9.) What is your shipping & delivering policy?
Once payment is received, it takes between 3 to 5 working days to dispatch your order. Thereafter you add on the shipping time, depending on which option you choose:
Within South Africa:
a.) Shipping options available at the checkout:
1.) Post Office to Post Office, which starts at R46.40 (depending on weight): 3 – 5 working days (tracking number is provided and can be tracked by visiting www.postoffice.co.za).
2.) Overnight (only on week days) or Economic (2 – 3 days), Courier with the Courier Guy depending on the weight of your items. Please note that these shipping costs are for major cities only, if you live in an outer-lining area there could be a location surcharge and we will invoice this separately.
* Your product will only be shipped once the surcharge has been paid. Location charges include Farm/Plot, Government Building, Mine, Power Station, Trust Area, Township, Game Reserve/Resort, Embassy/Consulate and Chain Store.
4.) FREE for any orders over the value of R1000 and within South Africa. Your order will be sent with the South African Post Office.
URGENT orders – Please send us an email at firstname.lastname@example.org and we will do our best to ship your order the following day with overnight courier.
b.) International Orders:
We send small orders with the South African Post Office and have calculated the costs which you will see upon checkout. Orders take 5 to 15 working days to ship. If the shipping cost is too expensive, please contact me and we will see if there is any way that I can bring it down.
c.) Post Office T+Cs:
There are occasions where factors outside of our control can delay the delivery of an order, so we ask for your patience if this happens on the odd occurrence. Once your order is on its way, we will be in touch again to let you know.
Should you need us to resend any parcels which are returned to us due to an incorrect or incomplete address listed on the order form, and/or parcels which have not been collected from the post office after 1 month and is therefore returned to us, you will incur an additional charge of approximately R46.40 for the delivery.
If you have not received your collection slip within 10 working days of receiving the confirmation email from us stating that your order has been shipped, please follow up with us or directly with the Post Office’s customer care line using your tracking number to see if it has been delivered.
d.) Damaged Items:
Should your purchase arrive and in the unlikely event that the item is damaged, please contact us on email@example.com.
e.) Undelivered Package:
Should a package not be delivered through no fault of ours (for example: no one on the premises to take delivery, you are unable to answer calls or an invalid or incomplete delivery address is provided) we will contact you to ask if you want to pay for a second delivery attempt or if you would like a refund. Should you request a refund, you will be refunded the price of the products less the delivery costs.
10.) What is your returns & refund policy?
a.) Returning Goods:
We are more than happy to offer a full refund and / or exchange in the unlikely event of you being displeased with your purchase or if you feel it to be of an inferior quality. If this is the case, please email us immediately at firstname.lastname@example.org with a photo of the product. After we have been in touch with you, you will need to return / send the products back (at your own expense) to us within 30 days of the date of purchase. We review each return individually before making a decision to refund. All items need to be returned unused and in their original packaging and we cannot refund shipping costs. Unfortunately, customised or personalised orders cannot be refunded and / or an exchanged, due to the nature of the specific order.
T-shirts: Double check the sizes within the product description, as we don’t do returns on wrong sizes. (Tees are made to order)
If you have changed your mind and you want to reverse your order, we will gladly refund you. It takes 7-10 working days for these funds to reflect back to the bank account / credit card.
c.) Damaged Goods:
We always package your parcel with the utmost care but sometimes things can go wrong. We are extremely sorry if your goods arrive damaged in any way. Please email us immediately at email@example.com with a photo of the product. After we have been in touch with you, you will need to return / send the products back to us within 7 working days of the date of purchase. We review each return individually before replacing it. All items need to be returned unused and in their original packaging. Please note that unfortunately shipping costs cannot be refunded.
d.) Missing Goods:
Extraordinary delays caused by postal strikes, extreme weather conditions, political unrest or customs clearance are a huge pain but are sadly a part of the word we live in. If your parcel doesn’t arrive within 30 days of sending, and it is not due to one of the reasons listed above, please let us know immediately. In such circumstances, we are happy to offer a once-off replacement of the entire parcel.
We are always open to customer queries and will do our utmost to ensure that our valued customers enjoy a hassle-free shopping experience with Sugar & Vice. As a rule of thumb, we advise customers to email us first, before sending us anything in the post.
11.) Out of stock items:
If a product is out of stock or cannot be supplied for some reason, Sugar & Vice reserves the right to cancel the order and refund the payment.