Sharpest Thorn Designs - Returns Policy & FAQ

RETURNS & EXCHANGES POLICY

Our Commitment

At Sharpest Thorn Designs, we want you to love your purchase. If you're not completely satisfied, we're here to help.

1. Returns Policy

1.1 Eligibility

You may return items within 30 days of receiving your order, provided:

• Items are unworn, unwashed, and in original condition

• Original tags are still attached

• Items are in original packaging where applicable

• Proof of purchase is provided

1.2 Non-Returnable Items

The following cannot be returned:

• Items marked "Final Sale" or "Clearance"

• Custom or personalized items

• Items damaged due to wear and tear

• Items without original tags

• Undergarments (for hygiene reasons)

1.3 Return Process

Step 1: Contact our customer service within 30 days of delivery
Step 2: Receive Return Authorization Number and instructions
Step 3: Package items securely with original tags attached
Step 4: Ship to our returns address (provided with authorization)
Step 5: Allow 7-14 business days for processing once received

1.4 Return Shipping

• Customer pays return shipping unless item is defective or incorrect

• We recommend using a trackable shipping method

• Return shipping costs are non-refundable

• International returns: Customer responsible for customs/duties

1.5 Refunds

• Processed within 14 business days of receiving return

• Issued to original payment method

• Excludes original shipping costs

• International refunds may take additional banking time

1.6 Exchanges

• Available for size exchanges only

• Subject to stock availability

• Contact customer service for exchange request

• Customer pays shipping for exchanged items

1.7 Defective or Incorrect Items

If you receive:

• Defective item: Contact within 7 days with photos

• Wrong item: Contact within 7 days
  We'll provide prepaid return shipping and expedite replacement

2. International Returns

2.1 Process

• Contact customer service for international return instructions

• Complete customs declaration as "Returned Goods"

• Include all original documentation

• Retain tracking information

2.2 Important Notes

• Original shipping costs non-refundable

• Return shipping at customer's expense

• Customs duties/taxes on original order non-refundable

• Refund in ZAR at current exchange rate

2.3 Return Address for Authorized Returns:

Sharpest Thorn Designs Returns
2989 Rampa Street, Ackerville
Emalahleni, Mpumalanga
South Africa

FREQUENTLY ASKED QUESTIONS (FAQ)

ORDERING & PAYMENT

Q: How do I place an order?

A: Browse our collection, select size/color, add to cart, proceed to checkout, enter shipping/payment details, and confirm order. You'll receive order confirmation via email.

Q: What payment methods do you accept?

A: We accept:

• Credit/Debit Cards (Visa, MasterCard)

• PayPal

• EFT/Bank Transfer (South Africa only)

• Mobicred (South Africa only)

Q: Is my payment secure?

A: Yes. We use secure encrypted payment gateways. We never store your full credit card details.

Q: Can I modify or cancel my order?

A: Orders can be modified/cancelled within 1 hour of placement by contacting customer service. Once processed for shipping, changes cannot be made.

Q: Do you offer gift cards?

A: Yes! Digital gift cards are available and delivered via email immediately upon purchase.

SHIPPING & DELIVERY

Q: Where do you ship?

A: We ship worldwide from South Africa.

Q: How long does shipping take?

A:

• South Africa: 3-7 business days

• International: 10-21 business days (varies by destination)

• Express shipping available at checkout

Q: How much is shipping?

A: Calculated at checkout based on destination and order weight. South Africa: From R85. International: Calculated per order.

Q: Do you offer tracking?

A: Yes. All orders include tracking. You'll receive tracking information via email once shipped.

Q: What about customs and import taxes?

A: International customers are responsible for any customs duties, taxes, or fees imposed by their country. These are not included in our prices.

Q: My package says delivered but I didn't receive it.

A: Contact your local post office first, then reach out to us with your order number. We'll assist in tracing the package.

SIZING & PRODUCTS

Q: How do I choose the right size?

A: Refer to our detailed size guide on each product page. Measure yourself and compare to our measurements. When in doubt, size up.

Q: Do items run true to size?

A: Generally yes, but check individual product descriptions for specific fit notes.

Q: Are colors accurate in photos?

A: We strive for accuracy, but colors may vary slightly due to screen settings and lighting conditions.

Q: Are your products ethically made?

A: Yes. We're committed to ethical manufacturing in South Africa, fair wages, and sustainable practices where possible.

Q: How do I care for my Sharpest Thorn garments?

A: Care instructions are on each garment's label. Generally, we recommend:

• Wash inside out in cold water

• Use mild detergent

• Hang to dry

• Low iron if needed

ACCOUNT & WEBSITE

Q: How do I create an account?

A: Click "Account" in top navigation, select "Register," and follow the prompts. Benefits include:

• Faster checkout

• Order history

• Wishlists

• Special offers

Q: I forgot my password.

A: Click "Forgot Password" on login page. Reset link will be emailed to you.

Q: Can I update my account information?

A: Yes. Log into your account and edit your details in "Account Settings."

Q: Is your website secure?

A: Yes. We use SSL encryption to protect your information.

RETURNS & EXCHANGES

Q: How long do returns take to process?

A: 7-14 business days from when we receive your return.

Q: Can I return sale items?

A: Sale items marked "Final Sale" cannot be returned. Other sale items follow standard return policy.

Q: What if I receive a damaged item?

A: Contact us within 7 days with photos. We'll arrange return and replacement.

Q: Can I exchange for a different item/color?

A: We only exchange for the same item in a different size. For different items, please return and place a new order.

Q: Do you offer refunds to store credit?

A: Yes, you can choose store credit instead of refund to original payment method.

CORPORATE & WHOLESALE

Q: Do you offer wholesale?

A: Yes! Contact wholesale@sharpestthorndesigns.co.za for information.

Q: Can I collaborate with Sharpest Thorn Designs?

A: We love collaborations! Email collaborations@sharpestthorndesigns.co.za with your proposal.

Q: Do you do custom orders for events/groups?

A: Yes, for groups of 10+. Contact custom@sharpestthorndesigns.co.za.

CONTACT & SUPPORT

Q: How do I contact customer service?

A:

• Email: customerservice@sharpestthorndesigns.co.za

• Phone: +27 82 698 77724

• WhatsApp: +27 82 698 77724 (business hours only)

• Hours: Monday-Friday, 9AM-5PM SAST

• Response time: Within 24 business hours

Q: Do you have a physical store?

A: We are primarily an online store based in Emalahleni, Mpumalanga. Local pickup can be arranged by appointment only.

Q: How do I stay updated on new collections?

A:

• Subscribe to our newsletter at the bottom of our website

• Follow us on social media (@SharpestThornDesigns)

• Check "New Arrivals" section weekly

Q: Where can I leave a review?

A: On each product page or email us your feedback at reviews@sharpestthorndesigns.co.za

SOUTH AFRICA SPECIFIC

Q: Do you offer local pickup?

A: Yes, from our Emalahleni address by appointment only. Contact us to arrange.

Q: What are your banking details for EFT?

A: Provided at checkout for South African orders. We bank with [Bank Name - add your bank].

Q: Do you support local couriers?

A: Yes, we use reliable South African couriers with tracking and insurance.

Q: What is your VAT number?

A: [Add your VAT number if registered for VAT in South Africa]

TECHNICAL SUPPORT

Q: The website isn't loading properly.

A: Try clearing your browser cache or using a different browser. If problem persists, email techsupport@sharpestthorndesigns.co.za

Q: I didn't receive my order confirmation email.

A: Check your spam/junk folder first. If not there, contact us with your order details.

Q: Can I shop from my mobile phone?

A: Yes! Our website is fully mobile-responsive.

Still have questions?
Contact us:
Phone: +27 82 698 77724 (Mon-Fri, 9AM-5PM SAST)
Email: customerservice@sharpestthorndesigns.co.za
Address: 2989 Rampa Street, Ackerville, Emalahleni, Mpumalanga, South Africa

We're here to help you look sharp in Sharpest Thorn Designs!