Ordering
How do I place an order? Simply browse our store, select your desired items and variants, and click "Add to Cart".When you are ready, click on your cart to proceed to checkout, enter your delivery details, choose a shipping method, and complete your payment.
Can I change or cancel my order? Yes, please contact us at clientconciergecubbycraft@outlook.com or 076 478 9590as soon as possible if you need to make changes or cancel. If the order has not yet been dispatched, we can update or cancel it immediately. If it has already shipped, our standard statutory return and cancellation processes will apply.
How do I know my order was successful? Once your payment is processed, you will reach a success page with your order number. We will also automatically send an order confirmation email to the address you provided at checkout.
Can I purchase without creating an account? Yes, you can check out as a guest. Creating an account is completely optional, though it does allow you to track your order history and check out faster in the future.
Payments
What payment methods are accepted? We accept standard, secure online payment methods via our Shopify-hosted checkout, including major credit and debit cards. The exact options available will be displayed at the payment stage of checkout.
Is my payment information secure? Absolutely. Our store is hosted on Shopify, which uses industry-standard encryption to process your transactions securely. We never see, store, or have access to your full payment card credentials.
Can I pay using a debit or credit card? Yes, most standard debit and credit cards enabled for online transactions are fully supported at checkout.
Delivery
Where does CubbyCraft deliver? Our store is currently configured exclusively for delivery within South Africa. Enter your complete delivery address at checkout to confirm eligible services.
How much does delivery cost?
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Standard Delivery: R100
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Free Standard Delivery: Automatically applied on all orders totaling R770 or more.
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Express Delivery: R150
How long does delivery take? Delivery consists of order processing (packing your items) and transit time. Estimated transit times are provided at checkout. Please note that selecting "Express" speeds up the courier transit time, but it does not guarantee a specific delivery date.
How can I track my order? Once your order has been dispatched, we will email you the courier tracking information and instructions on how to track your parcel's progress.
What happens if my parcel is delayed? If your delivery is taking longer than expected, please email us with your order number so we can investigate the delay with our courier partners. Under statutory rights, if an order is not delivered within 30 days without prior agreement, you are entitled to cancel for a full refund.
Returns and Refunds
Can I return an item? Yes. You have a 7-day statutory "cooling-off" period to return unused items for a change of mind (you will only be responsible for direct return shipping costs). Additionally, if an item is defective, unsafe, or unsuitable,you are protected by a 6-month return window under the Consumer Protection Act (CPA) for a repair, replacement, or refund at our expense.
What happens if my order arrives damaged? Email us immediately with your order number and a description of the issue. Where practical, please attach clear photos of the damaged item and the packaging, and keep the original packaging. We will assess the claim and provide you with return or collection instructions.
How do I request a refund? Email your order number, the item details, and your reason for the request to clientconciergecubbycraft@outlook.com. We will guide you through the process. Please wait for proper return instructions before sending anything back to our address.
Can I exchange an item? Yes, exchanges can be arranged depending on product availability and the nature of your return. Contact customer support to coordinate an exchange.
How long does a refund take? Once your cancellation or return is approved, refunds are processed promptly and no later than 30 days from the date of cancellation, in accordance with the law. We will refund you via the original payment method unless otherwise agreed.
Products
How do I select the correct product variant? If a product comes in different sizes, colors, or styles, use the dropdown menus or variant buttons on the product page to select your preferred option before adding the item to your cart.
Are displayed products available? Yes, our website reflects current stock availability. In the rare event that an item becomes unavailable after you place an order, we will notify you immediately and refund your payment in full within 30 days.
How can I ask a question about a product? We’re happy to help! Reach out to us via email at clientconciergecubbycraft@outlook.com or call us at 076 478 9590.
Customer Support
How do I contact CubbyCraft?
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Email: clientconciergecubbycraft@outlook.com
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Phone: 076 478 9590
Where is CubbyCraft based? We are located at 18 Danie Joubert Street, Tzaneen, Limpopo, 0850, South Africa.Please note that this is our business address; do not return goods here without prior arrangement and confirmed return instructions from our team.
How can I raise a complaint? Customer satisfaction is our priority. Please email our support team with your order reference and how you would like the issue resolved. If we cannot resolve your concern to your satisfaction, you always retain the right to escalate the matter to the National Consumer Commission (for consumer rights) or the Information Regulator (for privacy concerns).