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FAQ's

Questions about placing an order

Your order is delivered within 3 business days.

For sure! Your ordered product will reach the lucky one as a nice present.

No. All orders are only shipped from our Head Office.

Yes, during the ordering process you can provide a different address for delivery than the billing address. If you enter the details of the third-party recipient at this address, the shipment will be delivered there.

No, everything is done via e-mail! So no need to worry if you send the package directly to the lucky recipient, they will not see an invoice or order form.

If you're having problems placing an order, that's very frustrating. The ordering process is designed to make your experience as smooth as possible, but for technical reasons, it can occasionally be a bit harder to complete the order. This is very annoying and we are happy to help.

Did you happen to create an account through Facebook registration? This sometimes causes problems that can be solved by creating a new account via email registration on a different email address.

If this hasn't been successful for some time, we've found that it's often possible to solve the problem with one of the following tips:

  • Try on a different device or browser
  • Create a new account with a different email address
  • Don't order the product again from your account, but recreate it.

If these solutions do not help, please send an email to info@giftscafe.co.za so our staff can assist you further.

This way, our team can work on your issue specifically.

Fortunately, in 99.9% of cases, the ordering process goes very smoothly!

If you have a question or need help, you can always contact us via e-mail to info@giftscafe.co.za. If applicable, you can always mention your order number or other details so that our people can help you in a targeted way. Rest assured that you will receive a quick reply.

Questions about my order

Confirmation emails are automatically sent to the email address you used to place the order. If you haven't received it yet, please check your spam folder. You can always find all the information about your order through your account on our website. If you have any doubts or questions, please feel free to contact our customer service by email at info@giftscafe.co.za

Unfortunately, this is not possible.

You can also send an email to info@giftscafe.co.za. with your order number and your question, and we would be happy to assist you further.

As long as the production of your order has not started or has not yet been completed, this is not a problem. Via your account, you can check the status of your order and, if production of your order has not yet started, you can click on "Adjust your design" after having clicked on "View Details" in the order overview. In that case, you can make minor changes to the design, such as adjusting the position of the text or correcting a typographical error. However, the specific composition of a product or your order can no longer be changed.

As long as the production of your order has not yet started or been completed, this is not a problem. Via your account, you can check the status of your order and, if the production of your order has not yet started, you will be able to click on "Adjust your design" after you have clicked on "View Details" of the order. In that case, you can make minor adjustments to the design, such as adjusting the position of the text or correcting a typo. However, the specific composition of a product or your order can no longer be changed.

For sure! Your ordered product will reach the lucky one as a nice present.

As this is a personalised product, shipping takes a little longer than a regular product. However, we do our best to make your personalised product as quickly as possible. And despite the personalised nature of our products, we still have a delivery time 3-4 working daysdepending on the ordering time and delivery location.

No, everything is done via e-mail! So no need to worry if you send the package directly to the lucky recipient, they will not see an invoice or order form.

The invoice for your order will follow automatically via email after the order has been processed. We automatically send it to the e-mail address on which we received the order. 

Unfortunately, it is no longer possible to change the details of a formatted invoice. An invoice is automatically generated on the basis of the data received when the order is placed. Once the invoice has been created with this data, we can no longer change it as the invoices of our orders are also used when clearing our products for customs & excises. It is therefore very important to fill in the data correctly when placing the order.

Since all our products are personalized products, it is not possible to return them. However, if you have a problem with your order, please contact us at info@giftscafe.co.za. We will be happy to find a solution for you as soon as possible. Your satisfaction is important to us. We do our utmost to provide you with perfect service.

Questions on shipping and delivery

Through your account on our website, you can change the order and delivery address as long as the order has not yet been processed. If the shipment is already in processing or being processed, it may not be possible to change the address details during the initial shipment. If the order is already being processed or processed and shipped, please send an e-mail to info@giftscafe.co.za with the correct delivery details and your order number. If possible, we will adjust these and contact you as soon as possible.

Courier deliveries are made Monday to Friday 9am to 5pm, so you should always provide a delivery or shipping address where there will be an appropriate person to sign for the delivery during these times. If there is no one around to accept the delivery, the courier company will contact the recipient via telephone so that a new delivery day can be arranged. If you’re at work from Monday to Friday 9am to 5pm please make sure we deliver to your work address.

If the track&trace code you received does not work, there are several possibilities:

  • either it has only just been created and you have to wait a while for it to be active with our carriers
  • or we had to create a 2nd shipping label during shipment due to a practical reason (weight of shipment, shipment details, technical failure). In this case, you should have received a 2nd track&trace email.
  • Or there is a problem at the carrier with your shipment. If you have any doubts or questions, you may always contact our customer service via email to info@giftscafe.co.za so that they can help you further.

If you cannot find your track&trace code, you can always find it via your account on the website under your orders after the order has been sent.

Once your parcel has been collected from us, the track & trace will be updated after the first scan at the Courier company. Shipments are collected from us daily at the end of the day and the first scan at the carrier will normally take place in the evening or at night. If there is a delay at the carrier and the parcel has not been further processed by the carrier after collection, the track&trace will unfortunately remain on the same status, despite the fact that it did leave us. Fortunately, processing at the courier company runs very well and delays are very rare. Additionally, any delays are resolved quickly.

It is therefore unusual and worrying if a shipment has not received an update on the track&trace after 2 working days. In that case, we advise you to contact our customer service department via e-mail (info@giftscafe.co.za), stating your order number and shipment number. Then we can start an investigation for you and find out what went wrong with the delivery so that you can receive your shipment soon.

When a package receives a return scan, it is automatically returned to us. Unfortunately, at that point we can only wait for the package to arrive. Once we receive it, we can schedule a new shipment.

With this type of scan, it is very important to check whether all the provided address details are correct. If this is the case, the new shipment should not pose a problem. If indeed an error was made in the order, we would like you to provide us with the correct delivery details. Since the original order included only one shipment, you will need to pay again for the second shipment. We will send you a payment link with which you can easily solve this problem.

In this case, the carrier has often delivered the shipment to one of the neighbours. We recommend that you check with your neighbours in the first instance. If the shipment is not found, you can always send an e-mail to our customer service department at info@giftscafe.co.za with your order number and tracking number so that we can start an investigation with the carrier. Please note that in these cases we will continue to follow up the shipment closely until it is delivered correctly.

Although we have less than 0.3% damage cases with our shipments every year, thanks to high-quality packing materials and methods, unfortunately, on rare occasions your shipment may still be damaged in transit.

Shipment delivered damaged
If the shipment is delivered but damaged, it is important to send us an email to info@giftscafe.co.za with your order number and shipment number and a picture of the received shipping box with the shipping label visible and a picture of the damaged goods. This is because with this information, our people can take the necessary steps to help you as soon as possible.

Shipment not delivered but damage reported on the track&trace
If the shipment has not been delivered but you see a report on the track&trace of damage, it is important to send us an email to info@giftscafe.co.za with your order number and the shipment number so that our people can do the necessary to help you further as soon as possible.