Last Updated: March 15, 2024
1. Shipping Policy
Delivery Areas
We currently deliver to the following areas:
- Local Delivery: Hammanskraal and surrounding areas
- National Delivery: Main cities and towns across South Africa
Shipping Costs
Shipping costs are calculated at checkout based on your delivery location:
- Local Delivery: R60 (Hammanskraal only — local suburb delivery)
- Standard South African Delivery: R120 (anywhere in South Africa)
Note: Shipping costs may vary for remote areas. You will see the exact cost at checkout before
completing your purchase.
Processing Time
All items are made to order and require production time before shipping:
- Ready-to-Wear Items: 2-3 business days processing time
- Custom Tailored Items: 2-4 weeks processing time (depending on complexity)
- Express Processing: Available for an additional fee (contact us for details)
Delivery Time
Once your order is processed, delivery times are as follows:
- Local Delivery: 1-2 business days after processing (Hammanskraal only)
- Standard South African Delivery: 3-5 business days after processing
Delivery times may be affected by public holidays, weather conditions, or other unforeseen
circumstances.
Order Tracking
Once your order ships, you will receive a confirmation email with tracking information. You can track
your package using the provided tracking number with our delivery partner.
Delivery Instructions
To ensure successful delivery:
- Provide a complete and accurate delivery address
- Include a contact phone number for the delivery person
- Specify any special delivery instructions in the order notes
- Ensure someone is available to receive the package during business hours
2. Returns & Exchanges
Return Eligibility
We want you to be completely satisfied with your purchase. You may return items that meet the
following criteria:
- Items must be in new, unworn condition with all original tags attached
- Items must be returned within 14 days of delivery
- Items must include all original packaging and documentation
- Custom tailored items cannot be returned unless there is a manufacturing defect
Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons:
- Custom made or personalized items
- Items that show signs of wear or damage
- Items without original tags or packaging
- Items returned after 14 days from delivery
Return Process
To initiate a return, please follow these steps:
- Contact our customer service at purpleraygroup@proton.me within 14 days of delivery
- Provide your order number and reason for the return
- We will provide you with return instructions and authorization
- Pack the item securely in its original packaging
- Ship the item back to us using the provided instructions
Return Shipping
Return shipping costs are the responsibility of the customer unless the return is due to:
- Wrong item shipped
- Defective or damaged item
- Our error in fulfillment
We recommend using a trackable shipping method and purchasing shipping insurance for valuable items.
Refunds
Once we receive your returned item, we will process your refund within 5-7 business days:
- Refunds will be issued to the original payment method
- You will receive a confirmation email once the refund is processed
- Shipping costs are non-refundable except in cases of our error
- Custom items are not eligible for refunds unless defective
3. Exchanges
Exchange Policy
We offer exchanges for items that meet our return criteria:
- Exchanges are subject to availability of the new item
- You may need to pay any price difference for the new item
- Exchange shipping costs are the responsibility of the customer
- Custom items cannot be exchanged unless defective
How to Request an Exchange
To request an exchange:
- Contact customer service within 14 days of delivery
- Specify the item you wish to exchange and the new item you want
- We will confirm availability and provide exchange instructions
- Return the original item following our return process
- We will ship the new item once the original is received
4. Damaged or Defective Items
What to Do
If you receive a damaged or defective item:
- Inspect your order upon delivery
- Take photos of any damage or defects
- Contact us immediately at purpleraygroup@proton.me
- Provide your order number and photos of the issue
Our Commitment
We will resolve any quality issues promptly:
- Free return shipping for defective items
- Full refund or replacement at your preference
- Priority handling for quality issues
- Investigation to prevent future occurrences
5. Custom Tailoring Specifics
Measurements & Fit
For custom tailored items:
- Accurate measurements are the customer's responsibility
- We are not liable for garments that don't fit due to incorrect measurements
- Minor fit adjustments may be available for an additional fee
- Custom items cannot be returned or exchanged unless defective
Production Issues
If there are issues with custom garment production:
- Contact us within 7 days of receiving the item
- We will assess the issue and provide solutions
- Repair, remake, or refund options available for defects
- Additional fittings may be required for adjustments
6. South Africa Only Shipping
We currently only ship within South Africa. International delivery is not available.
Local delivery (R60) is limited to Hammanskraal suburbs. Customers outside Hammanskraal must select Standard South African Delivery (R120). We verify delivery eligibility before fulfilment.
7. Contact Information
If you have questions about shipping or returns, please contact us:
Customer Service Hours: Monday - Friday: 9:00 AM - 5:00 PM (South African Time)