Frequently Asked Questions

1. What payment methods do you accept?

We accept:
✅ Credit/Debit Cards (Visa, Mastercard)
✅ EFT (Electronic Funds Transfer)
✅ PayPal
✅ SnapScan
All payments are processed securely via encrypted gateways.

2. How long does delivery take?

  • Major SA Cities: 5–7 business days after dispatch.

  • Regional/Rural Areas: 7–10 business days.
    Note: Orders process within 1–2 business days post-payment. You’ll receive tracking details via email.

3. What’s your returns policy?

  • 30-Day No-Questions-Asked Returns: Return any unused item in original packaging within 30 days for a full refund.

  • Process: Email support@cartisanco.online for a return authorization.

  • Costs: You cover return shipping unless the item is defective.
    Full Returns Policy →

4. How does the 2-year warranty work?

  • Coverage: Manufacturing defects (e.g., wood splitting, unstable hooks).

  • Claim Process: Email support@cartisanco.online with:

    • Proof of purchase

    • Photos/video of the defect
      We’ll repair, replace, or refund.
      Exclusions: Damage from misuse or accidents.
      Warranty Details →

5. Do you ship internationally?

Not currently. We only deliver within South Africa. Subscribe to our newsletter for updates!

6. How do I care for wooden products?

  • Cutting Boards/Wall Art:

    • Hand wash with mild soap. Never soak.

    • Oil monthly with food-grade mineral oil.

    • Avoid extreme heat/moisture.

  • Vases/Wall Hooks: Wipe with a damp cloth.

7. Can minors (under 18) place orders?

Yes! Minors may order with parental/guardian consent. The account/payment method must be authorized by an adult.

8. What if my order arrives damaged?

Contact us within 48 hours at support@cartisanco.online with:

  • Order number

  • Photos of damaged item/packaging
    We’ll replace it or refund you immediately.

9. Are your products eco-friendly?

Absolutely! We use:

  • Sustainable timber (FSC-certified where possible).

  • Recyclable/reusable packaging (no plastic fillers).

  • Low-waste production processes.

10. How do you protect my data?

  • We comply with South Africa’s POPIA.

  • Payments are processed via PCI-DSS compliant gateways.

  • Personal data is never sold/shared for marketing.