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

HOLIDAY SEASON 2020

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 offer secure payment options, so rest assured your details are safe and only used to complete the order. 
We accept Mastercard, Visa, Snapscan or PayFlex.

Proof of payment can be sent to info@burgundycollective.com

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 FREE shipping nationwide on all orders R1000 and over
• All orders under R1000 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; your full name, street address, suburb, city / town, a contact number,  email address and best time 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 cost due to customs are for 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 were you are located
  
• If we are out of stock, we will let you know when the product is ready to be shipped and the estimate delivery time will be 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 dependant 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 needed.

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 beens hipped 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 our 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, 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 been used. ** Courier cost for your own account.

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

Note:

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

CUSTOM ENGRAVING

For making use of our unique skills we ask a small fee. Cost depends on the complexity of the design requested. Please note only certain products qualify for custom engraving. Email us for a quote

**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?
Love our products? Please email your request to become a stockist to us to see if we are a good match

ANYTHING ELSE?

email us at info@burgundycollective.com