FAQs
For more information, check out the frequently asked questions below.
If you still can’t find your answer, please contact us.
We are an online shop only so there is no physical store customers can visit. Should you have any queries regarding our products you can contact us and we will do our very best to describe the item as if you were holding it yourself. Look out for us at craft markets in the Western Cape where you will be able to see some of our range in real life. Follow us on social media to see where we will be.
The secret to the uniqueness of our range is that all our products are designed and made by us. We hope you have as much enjoyment using your purchase as we had creating it for you. Our products are made from natural materials like wood and leather and they are finished by hand. This means that each piece contains slight differences in colour, grain variations, texture marks and variations in the finishing – these are not flaws but are the unique characteristics that make natural, hand-finished products truly one-of-a-kind. Our genuine leather is organic its appearance will change & mature over time and with use.
- In stock: Many of our products are in stock. Products in stock can be sent the next working day.
- Not in stock: Products that are not in stock will take 1 – 3 weeks for us to make. We will be in contact with you to confirm the estimated delivery date within three working days of placing your order. We will prioritise your order and get it to you as soon as possible.
- Custom orders: Please be patient while we work on your order… good things take time and our promise to you is that each item is made with great attention to detail and the utmost care. Normal orders are filled within 2 weeks, complex and bulk orders may take longer but we will do an upfront estimation with you for such orders.
We have full control over the creation of the wooden and leather elements of your purchase but we rely on suppliers for any additional finishing (for example the metal fixtures on earrings, metal press studs or ribbons). Sometimes these products are out-of-stock or discontinued. If this happens, we will find the closest match to substitute it without detracting from the original design. If you are not happy with the change, please do not hesitate to contact us.
We carry a supply of stock which we are constantly restocking. However it is possible that you will order a product that we are out of stock of. Products that are not in stock will take 1 – 3 weeks for us to make. We will be in contact with you to confirm the estimated delivery date within three working days of placing your order. Rest assured that we will always do our best to get the products you desire to you as soon as possible and that you will always be in the loop with how your order is progressing.
Absolutely, yes. We are artists and love designing new things. Do you have an idea of your own, or a picture you saw somewhere else that you loved? Contact us via phone or email and we will discuss the possibilities, costs and timing.
Highly detailed laser cut products are, by nature, delicate so please handle your purchase with great care.
- Leather: we recommend you condition leather products 3 or 4 times a year with a reputable protection cream/treatment to facilitate the durability, protect and increase the beauty of your leather product. Most drink and food spills should be wiped away quickly with a damp cloth. Should your product get wet, allow it to dry slowly and naturally in an airy location (never with a heater). Only use non-petroleum-based quality leather cleaner.
- Wood: Our Supawood/MDF wooden products have been finished with a light oil treatment or a wood seal. Wipe them clean with damp cloth or sponge. Never fully submerge in water, soak or leave damp. You can condition with a light oil treatment over time to keep your wooden products looking good and lasting longer.
Credit Card via Snapscan
Once your Order is placed, simply scan this QR code to make your payment. Please use your Order Number (#) as your payment reference. No proof of payment needs to be sent as we will be notified automatically. More information about SnapScan:
- Your card details are securely encrypted. We don’t have access to them, and neither do Snapscan.
- Just download the app and link your credit or debit card. In less than 5 minutes, you’re good to go!
- SnapScan is free to use, with no additional charges to you as the user. Network providers’ standard data charges will apply
Bank Transfer – EFT
We accept electronic bank transfers (EFTs) as payment. You will find our banking details and all the necessary info for payment on the invoice.
Please use your Order Number (#) as your payment reference and email your proof of payment to laura@allurecreativity.co.za
Your order status will reflect as On Hold until your payment has been received. Order payments that have not been received within 24 hours will unfortunately be cancelled
- Your invoice will be automatically emailed through to you within a few minutes of placing your order. If you are paying via EFT, you will find our banking details and all the necessary info for payment on the invoice.
- All products that are in stock will be dispatched within 1 working day of receiving payment confirmation. Products that are not in stock will take 1 – 3 weeks for us to make. We will be in contact with you to confirm the estimated delivery date within three working days of placing your order. We will prioritise your order and get it to you as soon as possible.
- We’ll send you a separate email with tracking information once your order ships. If you have not received an order confirmation email, please check your spam folder and make sure laura@allurecreativity.co.za is on your safe list. If you have not received an order confirmation email, please contact us.
- If an error message appeared after you click “Place Order,” then there may be an issue with the billing and/or shipping information entered. Please check this information and if your problem persists, please contact us.
We are not a VAT registered company and do not charge VAT on our products.
Please email us the products and quantities you would like to purchase (even taking a screenshot of your cart helps) and we will manually send you an invoice and our banking details for you to pay.
We can deliver via courier or Postnet. We need your address in order to deliver your products to you. We call this address a “Shipping address”. When you place an order our system will offer you a choice of delivery options and their costs based on your delivery address.
Courier: Orders can be couriered to the address of your choice in all main city centres of South Africa. You can also opt to collect your order from your local Postnet if you prefer, just let us know.
Postnet: Should you need your order sent to outlying or rural areas e.g. remote farms, we will send it to your local Postnet.
Courier: R55 for all main city centres of South Africa.
Postnet: R99 for outlying and rural areas – sent from Postnet2Postnet.
We will have to quote you if your order exceeds 5kg actual or volumetric weight, whichever is the greatest.
It is an industry standard that courier consignments are charged at the greater of either the actual weight or volumetric weight. Volumetric weight is calculated by multiplying the length, breadth and height (in centimetres) and dividing this by the applicable volumetric conversion factor which is 5000.
All products that are in stock will be dispatched within 1 working day of receiving payment confirmation and will then take a further 3 – 5 working days to arrive. If you live in a remote area it could take up to 7 days to arrive.
Products that are not in stock will take 1 – 3 weeks for us to make. We will be in contact with you to confirm the estimated delivery date within three working days of placing your order. We will prioritise your order and get it to you as soon as possible.
If your order consists of products in stock as well as products that are not in stock, then we will contact you within 1 working day of receiving payment confirmation to find out what you want us to do.
Courier deliveries are made Monday to Friday between 8am and 5pm. There are no deliveries on weekends or public holidays.
Please email us to double check that we have stock before ordering if you are in a rush.
Contact us if you need your order by a specific date.
We can quote you on overnight delivery!
We will do our best to make you happy.
We will email you your parcel’s tracking information the first working day after we send it e.g. if the parcel’s leaves our premises on Tuesday you will receive your tracking information via email on Wednesday morning.
You can then track your parcel on the courier’s website.
You will have received an email from us to tell you that your order is on its way, and receive a tracking number so you can follow its progress. However, unforeseen circumstances e.g. adverse weather, closed roads, strikes etc. could prolong the delivery time. This is rare but it does happen and is not grounds for cancellation of your order. If your delivery has not been delivered after the estimated times shown above, please contact us with your order number so that we can follow it up. We will move the earth to deliver your order to you as soon as possible.
Anyone at the delivery address can accept the delivery. In order for us to prove that delivery of an order has been completed, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the delivery. It’s our couriers service’s policy to obtain a signature on all deliveries.
Courier deliveries are made Monday to Friday between 8am and 5pm so you should always provide a delivery address where there will be an appropriate person to sign for the delivery during these times. If you are unavailable to take delivery or collection, the courier will leave a card giving you instructions on either re-delivery or collection from the courier.
We’re so sorry to hear your order arrived in less than perfect condition! In the unlikely event that you have received an item that is damaged, please notify us immediately so that we can ensure the situation is rectified. If you can, please do take a photo of the damaged item as this helps us improve the way products are sent. Damaged products must be reported us within 7 days of receipt, be sure to include your order number. We will contact you with next steps.
You can place an order for delivery in South Africa no matter where you are in the world. Our website is handy if you live abroad and want to send a unique gift to relatives or friends who live in South Africa. Just ensure that the billing address you list is a South African one, even if paying with an international card (our SnapScan payment option works with most major international credit cards).
You are welcome to return products within 7 days of receiving them. Every case will be carefully reviewed as our goal is to keep you happy. We can offer an exchange, a refund or a store credit on your payment amount excluding shipping costs. Please note that a refund is not guaranteed if the merchandise is found to be damaged, shows signs of wear and due to health reasons, we cannot accept earring returns. Returns that do not meet these requirements are accepted at the discretion of Allure Creativity. Upon receipt, returns are processed and refunded within 7-10 working days and confirmation will be communicated via email. Due to varying processing times between payment providers, please note that refunds can take up to 10 working days to show on your account. Customers are responsible for return shipping fees and all returned parcels remain the responsibility of the customer until received by Allure Creativity.
Morne de Villiers, 10 Henham street, Langeberg Glen, Kraaifontein 7570
You are still welcome to return products within 7 days of receiving them and the standard return policy applies.
You can easily reset your password by clicking the “My Account” link in the top left corner of the screen. Within the Login to your Allure Creativity account there is a link labelled “Lost your password?” that prompts you to enter in your email address that is connected to your Allure Creativity account, you will then be sent an email with a link to reset your password to the email address provided.
From your account dashboard you can view your recent orders, manage your shipping and billing addresses, and edit your password and account details.
If you have already signed up, click into the “My Account” section at the top right of your screen. Your account dashboard will open where there are options for you to change any of your details including billing and shipping details. You can do this by clicking the “Addresses” link and then clicking on the “Edit” links located next to each section.
If you haven’t logged in for a while, we recommend checking that all your details are up to date prior to making an order.
Cookies are the name of small amounts of data that is sent from a website to your browser. It is then stored on your computer’s hard drive. Your browser’s preferences usually have ‘cookies enabled’ (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.
Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the ‘logout’ link in the top right hand corner of the page.
If you are a new customer and would like to be a returning customer, registering is the way to go. Registering for an account on this website will make your future shopping experiences with us quick and easy. You only need to enter your basic information once at registration and the website stores it safely for you, ready for future purchases. You will be prompted to create a username and password to protect your information. We will not share your information with anyone else.
No, you can shop as a once-off guest. If you choose this method, you will be prompted to enter your delivery and payment information when you decide to checkout your purchase. We need this information so that we can complete your order but this information will not be saved for future use.
There are 3 ways to browse our product range:
- If you are on the homepage, you will see pictures of our 4 main product categories: décor, bling (wood and leather accessories), gifts and kids (décor for children’s and babies rooms). You can browse the products in each of these categories by clicking on the “View More” buttons.
- If you are anywhere in our site, you will see a navigation bar at the top of the screen (if you are using a cellphone, this navigation opens up by clicking on the 3 grey lines in the top right of the screen). You can see all the categories and sub-categories by clicking on the “Shop” button in this navigation.
- If you are browsing using a computer, you can also search for products by clicking on the little magnifying glass picture on the top right hand side of the screen (not available for cellphone). Type your search words in the space provided and click enter, any matching results will be shown on the screen.
When you find a product that you like, click on it to see more information. Some products come in different sizes, styles, colours, fills or finishes. You will be able to select your preferred option/s by following the light grey “choose an option” prompts once you have clicked on the product to see more details. For example, our tea boxes can be selected as filled with tea or empty.
If there are no options available then the product is a standard item with no variations.
If you decide you want to buy the product, select any relevant options and add it to your “shopping Cart” by clicking on the “Add to Cart” button. Continue browsing and adding products to your “Shopping Cart” until you are finished shopping.
Some of our products come with the option to be personalised, for example, the tea boxes can have the name of your loved one added onto the lid for that special touch. You will be able to select the personalise option using the light grey “choose an option” prompts once you have clicked on the product to see more details. Remember to fill in the name you want us to use in the small “Your Order Notes” section found underneath the “Ship to a different address” while you are doing your checkout process. If your personalisation requirement differs from the standard examples, it may incur an additional cost however we will be in communication with you if this is the case. Contact us if you have a specific personalisation need that is not covered in our products and we will do our best to make it happen for you.
The link to your shopping cart is on the top right corner of the screen. It has a little icon of a trolley and the word “cart” next to it. Once you start adding products to your shopping cart, the word “Cart” will be replaced with the number of products in your cart and the total Rand value, for example, 2 items – R200. If you hover your cursor over the cart link without clicking on it, you will see a summary of the item you have added to your cart. You now have the option to “View Cart” (to make any edits) or proceed directly to “checkout” by clicking on the relevant words below the summary.
Click on the “Shopping Cart” button in the top right corner of the screen. Your “Shopping Cart” page will open and you will be given the chance to remove products or adjust the quantity.
Important: if you are making changes to the quantity section of any products in your shopping cart, you must click on the purple “Update Cart” button at the bottom of the shopping cart screen to update the total Rand amounts in your cart.
Once you have completed your shopping, simply click the purple “Checkout” button at the bottom of your “Shopping Cart” screen to place your order. You now need to complete 3 easy steps:
- Provide your billing details
- Provide your shipping address
- Check your order and provide your preferred payment method
*Remember to personalise. If you have selected any products that require personalisation, you must now enter the name you want to personalise your item with. This is done in the “Your Order Notes” section below “Ship to a different address?”. You can also use this text box to type us any special instructions about your order.
Your billing details are the address that matches your chosen banking method. We need this information as a security check for the payment method. Your billing address is used to match the address on file with the credit card provider if you are paying via credit card or Snapscan. If you are paying via EFT it is used to match the bank account used. We have to ask for your billing details as well as the shipping address as the billing address is very often different than the shipping address. If you have already registered on the website, it will remember your billing details and you will see this information in the relevant fields. Please check the information and make sure they are correct before you continue.
- If you have already registered on the website, the shipping address details you entered on registration will already be saved and you do not have to enter them.
- If you are a once-off customer and have entered your billing information, you only have to click on the tick box next to “Ship to a different address?” if your shipping address differs to your billing address. Leave it unticked if it is the same address.
- You can also choose collection at your local Postnet. Select this option and follow the prompts if you live in a rural area or would prefer to collect at your nearest Postnet.
When you have clicked the “Checkout” button, and entered your billing information, click on the tick box next to “Ship to a different address?” to open the address fields. You can enter the new address. Remember to update your shipping information in your account if your shipping address has changed. Do this by clicking on the “My Account” button on the top right of your screen and following the prompts once you are in your account “Addresses” section.
Once your order has been placed we do our best to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address. Please contact us as soon as possible if you would like to change your delivery address and we will see what we can do for you.
Just below your billing and shipping details, you will see a section called “Your Order”, do a last check now to make sure that everything you have selected is correct. Your payment method options are just below this summary
Use the little tick boxes on the left of each option to choose your preferred payment method. When you make a selection you will see a little summary telling you about your chosen payment method.
Once the order steps in the checkout process have been completed, you can review your order and then, if you are happy with everything, you click purple “place order” button at the bottom of your screen. Your order is now official and we will be notified of it. You will be receive an email confirming your order.