Refund and Returns Policy
How long will the shipping take?
All orders placed on our website on the weekend will be packaged and despatched during the Monday-Friday opening hours e.g if an order is placed on a Friday it would be processed on the following Monday. Orders placed over public holiday periods or during our Christmas shut-down are processed when we re-open.
We try to despatch most orders placed before 12pm Mon-Fri on the same day. We offer a choice of next day delivery or economy delivery, which will normally be delivered to you within 3 working days. If you have any queries regarding delivery for an order you have placed with us, or wish to amend a delivery, please call us on (016) 365-5313 & we will do our best to assist you.
The smaller parcels are usually despatched by The Courier Guy standard delivery. Goods sent to a mainland city areas normally arrive within 2-3 working days after dispatching, but please note this is not guaranteed.
Please note, during peak times such as school holidays and Christmas we experience a higher volume of orders. We despatch goods on a first come, first served basis, so if your order is urgent please contact us to let us know and we will do our best to accommodate you. We would also advise that you place orders in advance where possible, as although we endeavour to despatch your order quickly there are occasions where traffic or weather conditions may affect delivery.
Can I specify a time for my delivery?
Our couriers deliver between the hours of 9am and 6pm- if you have specific opening times please inform us at the time of placing your order so we can update our records accordingly. If you would like your goods to arrive in either the morning or the afternoon, we can arrange this for you at an additional cost- please specify when placing your order and we will contact you to confirm.
What happens if I am not around to accept my delivery?
If our courier cannot leave the goods in a secure place they will usually leave a drop card to inform you that a delivery has been attempted- this will give details of your tracking number & local depot so you can call them to arrange collection or to have your goods re-delivered. However this can incur an additional delivery charge. Please note should you choose to have your goods left outside your premises or at an alternative address this is at your own risk.
Can I collect my order or arrange my own transport?
If you would prefer to collect your order or arrange your own transport, please let us know at the time of ordering. If ordering with us online, please select the Collect option and let us know on which date you would like to collect in the Special Instructions section. If you are arranging for a courier to collect your order, please inform us so that we can ensure the goods are packaged correctly for transport.
What is your policy regarding damaged/ broken items on my delivery?
Where possible, please check your pallet or delivery carton for any signs of outer damage – if any is evident please sign for the goods as damaged and inform us within 2 working days. In the event of an order arriving with damaged, broken or faulty items, we require a photo of the goods in question by e-mail to sales@potters.co.za to enable us to follow this up with our couriers- we will then discuss any issues with you and arrange either a replacement or alternatively a credit note at our discretion which will be deducted from your next order.
Should you have any further queries about our deliveries, please call our office
Subject to exceptions, we are happy to accept returns of incorrectly ordered or misspicked items within 28 days of delivery. Your 28 day period begins on the date shown at the top of your invoice. Please call us on (016) 365-5313 or e-mail sales@potters.co.za to inform us of an incorrectly picked or incorrectly ordered item. When returning items to us, please include a note or copy of your sales order or invoice with your goods to enable us to process your refund. We can either arrange a refund for the returned items or a credit note, the value of which can be deducted from your next order. Refunds will be credited to the original payment card. Goods must be returned in a fully re-saleable condition and any lids, packaging and labels must be intact. Please note, we will only refund or credit the sale value of incorrectly ordered goods – not any return postage. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition.