Shipping & Returns
Shipping Policy
At What's the Occasion?, we aim to ensure your personalised gifts are delivered to you promptly and in perfect condition. Please review the following details about our shipping process:
Shipping Timeframes
• Orders are processed and shipped within 3–5 working days after payment has been received and confirmed.
• Please note that the processing time excludes weekends and public holidays.
Shipping Fees
• A standard shipping fee of R150 applies to all orders under R3000.
• Enjoy free shipping for orders over R3000.
Order Tracking
• Once your order has been shipped, we will provide updates on the status on your order via email and/or WhatsApp.
Important Information
• Please ensure your delivery address and contact information are accurate when placing your order. Incorrect information may result in delays or additional costs, which will be charged to the customer.
• We are not liable for delays caused by the courier service or circumstances beyond our control (e.g., adverse weather, strikes, etc.).
International/National Shipping
• At this time, we only offer shipping within Gauteng.
Damaged or Lost Parcels
• If your parcel arrives damaged or is lost during transit, please contact us within 48 hours of delivery. We will liaise with the courier service to resolve the issue as quickly as possible.
Return & Exchange Policy
Refund Policy
At What's the Occasion?, we value our customers and pride ourselves in creating personalised, high-quality gifts tailored to your needs. Due to the nature of our business, where items are customised specifically for each order, we kindly ask you to review the following refund policy:
Non-Refundable Items
- All personalised and customised products are non-refundable once printing or production has begun. This is because personalised items cannot be resold or reused.
- We encourage customers to double-check all personalisation details (e.g., names, dates, and other text) before confirming the order.
What's the Occasion? will not be held liable for errors made by the customer during order placement.
Order Changes & Cancellations
- If you need to cancel or make changes to your order, please contact us within 24 hours of placing the order.
- After 24 hours, cancellations and changes may not be accommodated, as production may already be in progress.
Refunds for Faulty or Incorrect Products
We take great care to ensure your products are made to the highest standard. However, in the rare instance that:
1. The item is faulty or damaged during production or delivery; or
2. The personalisation does not match what you submitted during your order,
we will offer a replacement or a refund.
To qualify:
You must notify us within 48 hours of receiving the item, providing clear photographs of the issue.