FAQs
Everything you might want to know about our products, process, and policies.
Orders & Shipping
1. Where do you ship from?
All orders are shipped from our studio in Simondium, just outside Paarl, South Africa.
2. Do you ship internationally?
Yes, we do. International shipping rates and delivery times are calculated at checkout. Customs duties may apply based on your country’s regulations.
3. How long will my order take to arrive?
Local orders typically arrive within 3–5 working days. International orders may take 7–14 working days depending on your location.
4. How can I track my order?
Once your order has been dispatched, you’ll receive a tracking link via email.
Products & Materials
5. What is FutureFelt®?
FutureFelt® is our signature fabric made from recycled plastic bottles. It’s strong, soft, and sustainable — exclusive to Joinery.
6. Are your products washable?
Most items can be gently hand-washed using a soft cloth and mild soap. We recommend avoiding harsh chemicals or machine washing. Care instructions are included with each product.
7. Where are your products made?
All pieces are handcrafted in South Africa by our skilled team of artisans at our Simondium studio.
8. Do you offer customisation or personalisation?
Yes. Select items, such as our cardholder pouches and swing tags, can be personalised for gifting or bulk orders. Please email us to enquire.
Corporate Gifting & Custom Orders
9. Do you offer corporate gifting?
Yes, we specialise in sustainable corporate gifting and custom orders. We offer branding, packaging, and product customisation. Email info@thejoinery.co.za to request our lookbook and pricing guide.
10. What is the minimum order for custom gifts?
Custom and branded gifting starts at a minimum order of 20 units.
Returns & Exchanges
11. What is your return policy?
Returns are accepted within 14 days of delivery for unused items in their original packaging. Return shipping costs are the responsibility of the customer.
12. Can I exchange an item?
Yes, within 14 days of delivery. Please email us to arrange an exchange or size swap.
Sustainability & Impact
13. Are your products eco-friendly?
Yes. We use sustainable materials including FutureFelt®, vegetable-tanned leather, and leaf leather. Our production is local, ethical, and low-waste.
14. Do you support social impact initiatives?
Absolutely. We partner with NGOs and local communities to upskill previously unemployed women through meaningful work in our supply chain.
Gifting & General
15. Can I include a gift message?
Yes — simply leave your note at checkout and we’ll include a handwritten card.
16. Who can I contact for help?
You can reach us at info@thejoinery.co.za or send us a direct message via Instagram. We’re always happy to assist.
