CUSTOMER CARE

TERMS & CONDITIONS

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

Purchase of products

When you order a product from our website you are offering to buy it at the price stated, subject to these terms. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system.

Order acceptance

Your receipt of an automated electronic or other forms of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Discretion of the directorship holds premise to confirmation of sale(s).

Order cancellation

We reserve the right at any time after receipt of your order to accept, decline, or limit your order for any reason, whether or not your credit card has been charged. If your credit card has been charged and your order is cancelled, you will receive a full refund.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:
– The product ordered being unavailable from stock
– Our inability to obtain authorisation of payment
– The identification of an error within the product information, including price or promotion

Prices

Prices displayed on the site are shown in South African Rand (ZAR), including VAT. Prices are subject to change at any time.
Deliveries will be charged in addition to the price of the products.
Delivery address
We cannot be held responsible for an incorrect address being entered while ordering on our website. If you complete your order and then notice that the address details are incorrect, please contact us immediately info@imisoceramics.co.za

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.

Imiso Ceramics 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

FAQs

Do you need any assistance?

Simply add your selected items to cart and create an account at the end of the checkout process.
Need help doing this?
Call our gallery on +27 21 447 2627 Mon-Fri, 9am-5pm or email your order to info@imisoceramics.co.za

Our sales consultant can create the order for you and email you an invoice with a secure checkout link for credit card payments or you can pay via EFT.

The following payment methods are available when placing an order online or by phone us on +27 21 447 2627. Credit card and EFT payments made into our South African Bank Account. Cash on collection for customers who have selected to collect their orders from our Old Biscuit Mill Gallery in Woodstock, Cape Town.

Our ceramics are packaged with tissue paper, bubble-wrap and secured in a strong double wall cardboard fill with Styrofoam.

Specialised packaging is used for large scale pieces; a wooden crate with interior lined with foam is used.

Our production lead-times are 4-6 weeks but they can vary according to the order size. Contact us on info@imisoceramics.co.za

All national orders are sent via Specialised Freight services and Please allow 5 working days for the delivery of your order.

All our International orders are sent via EMS courier services (Post Office) Please allow 14 working days for the delivery of your orders.

We do sell our product on wholesale to qualifying retailers, email us on info@imisoceramics.co.za

We have successfully shipped and delivered hundreds of artworks all around the world during our more than thirteen years of operation.
Assuring you of our best service at all times.

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