CUSTOMER CARE
Detailed description of goods and/or services
Imiso Ceramics is a high-end brand of contemporary, hand-crafted ceramic art, specialising in collectable once-off pieces by award-winning ceramist team Andile Dyalvane and Zizipho Poswa.
Orders
+ - Country of domicile
The laws of South Africa govern this website, and Imiso Ceramics chooses as its domicilium citandi et executandi for all purposes under
this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, A102, The Biscuit Mill, 375 Albert Rd, Woodstock, Cape Town, 7915.
+ - Variation
Imiso Ceramics may, in its sole discretion, change this agreement or any part thereof at any time without notice.
Payment
+ - Payment options accepted
Payment may be made via Visa, MasterCard, Diners or American Express Cards or by bank transfer into the Imiso Ceramics bank account, the details of which will be provided on request.
+ - Card acquiring and security
Card transactions will be acquired for Imiso Ceramics via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. DPO PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.
+ - Customer details separate from card details
Customer details will be stored by Imiso Ceramics separately from card details which are entered by the client on DPO PayGate’s secure site. For more detail on DPO PayGate refer to www.paygate.co.za.
+ - Merchant Outlet country and transaction currency
The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is
South African Rand (ZAR).
+ - Responsibility
Imiso Ceramics takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website,
customer service and support, dispute resolution and delivery of goods.
Delivery Policy
We have successfully shipped and delivered thousands of artworks all around the world during our more than thirteen years of operation.
Assuring you of our best service at all times. The courier company used for shipping your package is a third-party company.
What we need:
- Your preferred daytime physical delivery address
- Your preferred daytime telephone number (preferably mobile)
- Your email address – for the couriers to liaise directly with you throughout the transportation process.
+ - National deliveries
All national orders are sent via Specialised Freight services and Please allow 5 working days for the delivery of your order.
+ - International deliveries
All our International orders are sent via EMS courier services (Post Office) Please allow 14 working days for the delivery of your orders
+ - Tracking your purchase
Once your shipment has been dispatched you will receive an email confirming your shipment with a tracking number and the following link:
http://globaltracktrace.ptc.post/gtt.web/
Your Sales Advisor will also be closely monitoring your order daily until it’s delivered and will notify you of any important information regarding your order.
If you can’t locate the original notification email or have any further questions regarding your purchase, please email info@imisoceramics.co.za or telephone us at +27 21 447 2627 between the hours of 9:00 AM – 5:00 PM PST Monday through Saturday.
Should you have trouble tracking your parcel please contact us on info@imisoceramics.co.za
Once you have received your parcel, please open it with care. Imiso Ceramics is not liable for any items damaged during the opening of your parcel.
+ - Delivery delays
Delays – while we will endeavour to prevent any delays, we are not responsible for any delays, damage or loss due to the use of third-parties used to transport the artworks on your behalf.
+ - Collection delays
Please note that if you delay collecting your parcel from your nearest Post Office/ Airport / Seaport once you have been contacted, you may be charged a storage fee by the airport/seaport authorities and your parcel might be at risk of being returned. Kindly note should the parcel be returned; you will be liable for the courier costs.
+ - Certificate of Authenticity
All our pieces are signed by the artist: each piece contains a date and artist signature. Each artwork purchased is accompanied by a certificate of authenticity and value.
+ - Insurance
All shipment and courier deliveries are insured in-transit, offering you additional peace of mind. If, on receipt of the parcel, the damage has occurred in transit, please advise us within 48 hours. Email to info@imisoceramics.co.za with an image of the damaged item and we will replace the item and the courier charge at our cost.
Return and refunds policy
We want all of our customers to be happy with purchases made at Imiso Ceramics. However, if you receive any products that you are unhappy with, you may contact us within 7 days of receiving it and we will offer you a store credit of the item. The purchase price is the amount you paid for the product and does not include any delivery costs.
All products are returnable, excluding:
- Special Order
- Custom-Made
- Commissions
- All Products purchased on sale
Products returned must be unused, and undamaged. We shall have no obligation to accept any return that we receive after the expiration of the applicable return period (7 days after receipt of your parcel). Please ensure when returning the parcel that the Products are securely packaged. Any item which is returned in a damaged condition will not be liable for a credit.
Exchange policy
If you wish to exchange a product, you will be given a store credit that you will be able to use towards your next order. Please be aware that any purchases made with store credits are processed as a new order and standard postage costs and delivery times will apply.
You are responsible for postage/courier costs of returning the item. Any item which is returned in a damaged condition will not be liable for a credit.
If you are unhappy with the order, please notify us within 24 hours. You may then return the item within 5 working days, securely packaged and at your own cost and we will credit you so that you may select something else. If the item arrives at our studio in a damaged condition, no credit will be offered.
Product care
Ceramics is a fragile, precious material, but when looked after it should last you a lifetime. Here are some tips on taking care of your pieces
If your piece gets dirty, gently wipe clean with a damp cloth with liquid soap, rinse with clean water and allow the piece to dry.
Questions about the Terms of Service should be sent to us at info@imisoceramics.co.za
Customer Privacy policy
Imiso Ceramics shall take all reasonable steps to protect the personal information of users. For this clause, “personal
information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from:
http://www.polity.org.za/attachment.php?aa_id=3569.
For the full privacy policy, visit our privacy policy page.
Other
+ - Country of domicile
The laws of South Africa govern this website, and Imiso Ceramics chooses as its domicilium citandi et executandi for all purposes under
this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, A102, The Biscuit Mill, 375 Albert Rd, Woodstock, Cape Town, 7915.
+ - Variation
Imiso Ceramics may, in its sole discretion, change this agreement or any part thereof at any time without notice.
Company information
This website is run by Imiso Ceramics (private company) based in South Africa trading as Imiso Ceramics and with registration number 2007/038528/23 and with Majolandile Dyalvane and Zizipho Poswa as Members.
Company physical address: Unit A102, The Old Biscuit Mill, 373-375 Albert Road, Woodstock, 7945
Email: info@imisoceramics.co.za
Phone: (+27) 021 447 2627