Frequently Asked Questions

WHERE IS THE BURGUNDY COLLECTIVE WORKSHOP?
You can visit us at Unit 9c, The Woodmill, Vredenburg Road, Devon Valley, Stellenbosch

HOURS OF OPERATION
Monday - Thursday | 08:00 - 17:00
Friday | 08:00 - 15:00
Saturday, Sunday & Public Holiday | Closed

HOW DO I ORDER?

• 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
  

WHAT PAYMENT METHODS ARE ACCEPTED?

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, Snapscan or PayFlex.

We 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.

SnapScan? Payflex?

Snapscan is a contactless mobile payment solution that makes it easy and safe to pay in a store, online, at home, and on the go. No need for cards, cash, or time-consuming EFTs – just simple payments in a snap!
Payflex is a safe way to get your goods up front and you pay interest-free installments 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. 

For more info on how it works:

https://www.snapscan.co.za/user.html

https://www.payflex.co.za/for-shoppers/

Note:

• We unfortunately do not accept American Express or Diners Club
• Goods will be shipped once payment reflects in our account

SHIPPING 

Local:

• We offer complimentary shipping nationwide on all orders R1200 and over
• All orders under R1200 carry a minimum shipping fee of R100
• 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.

Do we ship to 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:

• 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.

HOW LONG DOES IT TAKE TO GET MY ORDER?

We use a reliable courier to send each product to you. 

• If the product is in stock, the estimated delivery time is normally within 3-5 business days depending on where you are located
• If we are out of stock, we will let you know when the product is ready to be shipped and the estimated delivery time should only be a maximum of 3 - 5 business days once the product is on the way.

We can unfortunately not guarantee a specific delivery day or time as this is dependent on the courier company, but we will issue you with a tracking number as soon as your parcel has been sent. Please email us to request your tracking number if you did not receive a shipping notification from us.

Please take note

• During sale times our 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.

HOW DO I TRACK MY ORDER?

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 via Fastway Tracking Service

If you would like to arrange specifics with the courier delivering to your area, please do so via Fastway Courier Locator

CARING FOR YOUR BAG

Please refer to our caring for your bag page for more information on how to look after your beautifully handcrafted Burgundy Collective product

THE PRODUCT I ORDERED LOOKS DIFFERENT FROM THE WEBSITE?

Though each product has the same design, leather is a natural material and each batch of leather differs, therefore, no product will ever look exactly the same, making each and every handcrafted product unique! 

I LOVE MY PRODUCT, BUT IT NEEDS A REPAIR. WHAT DO I DO?

If you bought one of our products and found any defect in the materials or workmanship, kindly contact us as soon as possible.  Please email us with all the information and photos of the product. Repairs can then be sent to our Stellenbosch studio.  **Courier cost for your own account. Once inspected and repaired, we will ship it back to you free of charge.

WARRANTY

We offer a 12 month warranty (from date of purchase, with proof required) within certain conditions and exclusions.  If the item, under conditions of normal use, proves to be defective, we will investigate the issue and gladly repair the item. The warranty excludes any damage as a result of accidents, including water spills or damage, alteration, repair by any party other than Burgundy Collective, transfer of leather dye or misuse.

I AM NOT SATISFIED AND WOULD LIKE TO RETURN MY ORDER

If you bought one of our products and are not completely satisfied with your purchase, please email us with the reason, photos of the product and proof of purchase. You may exchange it within 7 days from receiving the item.

The item needs to be returned in original packaging and not be used. ** Courier cost for your own account.

Once we receive the item, we will first inspect it and then contact you. Kindly take note that any exchange with marks or signs of usage will automatically be rejected.

Note:

• No refunds or returns can be issued on custom orders
• No refunds or exchanges on sale items or sample bags

BESPOKE ITEMS

Unfortunately we do not manufacture one-off bespoke products. We always love some good feedback, however! 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!

CUSTOM ENGRAVING

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

CORPORATE BRANDING

Want to add a company logo on our products for corporate gifts? We’d love to help! Please email us for a quote

SALES AND SPECIALS

Visit our website to sign up for our newsletter or follow us on social media for any updates on the latest sales and specials! Visit our Facebook or Instagram pages for more info

LOVE OUR PRODUCTS SO MUCH YOU WANT TO BE A STOCKIST?
Please email your request to become a stockist to us to see if we are a good match.