Frequently Asked Questions

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HQ / WORKSHOP:
You can visit our studio at:
Unit 9c, The Woodmill, Vredenburg Road, Devon Valley, Stellenbosch

Trading Hours:
Monday - Thursday | 08:00 - 17:00
Friday | 08:00 - 15:00
Saturday, Sunday & Public Holiday | Closed

SOMERSET WEST:
You can visit us for an in-store experience at Entrance 2, opposite Typo, next to Markhams.

Trading Hours:
Monday - Saturday | 09:00 - 19:00
Sunday & Public Holiday | 09:00 - 17:00

-Visit our website, choose a product & colour variation, click “ADD TO CART”

-Visit the Checkout page on the right-hand side of the page

-Add a note if you need us to know something specific

-Click “CHECKOUT” & follow the steps to complete the order.

-Be sure to familiarise yourself with our Terms & Conditions

Payfast We use Payfast, South Africa’s leading payment gateway solution, so rest assured your details are safe and only used to complete the order. We accept Mastercard, Visa, Ozow, Zapper or PayFlexWe receive automatic notification of payments made via above payment methods, but should you feel like you want to send any proof of payment please send it on to info@burgundycollective.com with your order number as reference.

Zapper Zapper is a complete lifestyle solution enabling you to make fast, easy and safe payments with a quick scan from your smartphone when prompted.

Payflex Payflex is a safe way to get your goods up front and you pay interest-free instalments settled over 6 weeks. When you add selected products to your cart please select the preferred payment option as Payflex and follow the steps advised.

Note: We unfortunately do not accept American Express or Diners Club. Goods will be shipped once payment is confirmed.

All our products are handcrafted and we take great pride in the quality and the process of manufacturing these products.
If you need your order by a certain date, please let us know and we will do our absolute best to accommodate you.

If the product is in stock, the estimated delivery time is within 5-9 business days depending on where you are located.

If you opted for in-store collection you will be notified once your order is ready for pick-up from our Stellenbosch studio.

Please note: 
During sale times/special offers shipping lead time does increase due to the high volume of orders.
You will be updated accordingly when you order is ready to be shipped/collected.

We can unfortunately not guarantee a specific delivery day or time as this is dependent on the courier company.
Once your order has been shipped you will receive tracking details from us via email.
You can use the tracking number to follow your order's delivery timeline.

Leather is a natural material and each animal hide is completely unique. No two products will ever look exactly the same, making each and every handcrafted product one of a kind!

Please keep in mind that all our products are handmade and sizing may vary slightly.

Please refer to our CARE GUIDE for more information on how to look after your handcrafted Burgundy Collective leather products.

Shop our amazing range of Premium Leather Care products here.

Want to add a company logo on our products for corporate gifts? We’d love to help! Please Click through to this link to find out more:

Corporate Gifting

Bespoke designs
We unfortunately do not have the capacity to manufacture one-off bespoke items. We do, however, always love some good feedback! If you have any ideas about how we can improve our current styles or believe you have an idea that we absolutely must see, please send us an email!

Corporate Gifting
While we cannot accommodate single-unit custom orders, we'd be more than happy to assist you with bulk orders for your corporate gifting needs. Please be aware that these have MOQ's and may be subject to a design fee if the product does not yet form part of our catalogue. See more about our Corporate Gifting options here.

Engravings
For making use of our unique skills we ask a small fee. Cost depends on the complexity of the design requested. Kindly note that only certain products qualify for custom engraving. Please Email us for a quote.
**REGRETFULLY, NO CUSTOMISATION ON SALE ITEMS OR DURING SALE PERIODS

If your Burgundy Collective product is in need of some repair work, kindly contact us at info@burgundycollective.com.
Include the original purchase information and photos of the product.

Repairs must be sent to our Stellenbosch studio.
**Courier cost for your own account.

If your product is still under warranty, the repair cost is free of charge.
If it is outside of warranty, we will send you a quote once we have physically inspected the product to determine the extent of repair work required. Kindly note that repairs are intricate work and may take some time.

If you bought one of our products and are not completely satisfied with your purchase, please email us at info@burgundycollective.com with the reason, photos of the product and proof of purchase - within 14 days of receiving your order.

In the event of an exchange/return, we have to be notified of the parcel's shipping/delivery details within the same 14 days. The item to be in the original unused condition and in original undamaged packaging.
** Courier costs involved will be for your own account.

Once we receive the item, it will be inspected and we will use our discretion to determine if above stated conditions are met.

Kindly note that non-faulty returns will be charged a 10% handling fee.
You will have an option for store credit or a refund.
Return/exchange requests past 14 days will not be accepted.
No refunds on Sale items.

We offer one free size exchange with all of our our footwear. This means that in the event that you receive them and they do not fit, we will gladly exchange them for an alternate size, with complimentary shipping included. Getting the shoes back to us is at your own account. You may hand deliver them to our store in Stellenbosch if you live nearby, or you may use any courier of your choice to get them back to us.

Kindly note:

- Footwear must be returned in original packaging within 14 days of receipt and packaging must not be damaged.

- All content must be in tact as originally received (including extra laces)

- Clear contact details and order number reference must be included inside the box for our warehouse team, otherwise your exchange cannot be processed.

Email us at info@burgundycollective.com with your order number and we'll get back to you asap with the courier address and further information in order to process the exchange. Do not ship your order back without reaching out first.

As soon as the team has received the product, it will be inspected as part of our standard procedure. We will process the size exchange and dispatch the correct size free of charge shortly after.

Local

We offer shipping on all online orders to major cities and towns within South Africa at a flat rate of R120. To ensure that you receive your order as soon as possible, please supply us with all your details when prompted; your full name, street address, suburb, city / town, postal code, a contact number, email address and best date for delivery.

Postnet

We make use of a door-door courier. We require a physical address and therefore unfortunately do NOT make use of Postnet services or a PO Box

International Shipping

If you want to order a product to be shipped Internationally, you are welcome to email us at info@burgundycollective.com for a quote and we will try our best to get it to where you are. Please note, any costs due to customs will be for your own account.

What to do if you selected IN-STORE COLLECTION in error

Mistakes happen and we're more than happy to ship your order to you! 
Kindly reach out to us at info@burgundycollective.com and we'll send you a shipping invoice. Once the payment has been confirmed by our accounts department, we'll ship your order to you promptly. 

At Burgundy Collective, we stand by the quality and craftsmanship of our products. We proudly offer a comprehensive warranty to give you peace of mind when making a purchase.

Please refer to our Guarantee for page more information.

If you have any questions or need assistance, please reach out to us. We’re committed to providing you with quality products and exceptional service.