FAQ

At Whale Coast Collective, every piece is handmade in small batches with real care for quality, fit, and finish. We want you to love what you've bought - and if something's not quite right, we'll sort it out together. Here's everything you need to know.

Returns & Exchanges

Can I return an item? Yes! In line with the Consumer Protection Act (South Africa), you can return items within 7 days of delivery, as long as they are:

  • Unworn and unwashed, in their original condition
  • Free from marks, damage, or alterations
  • Returned with original packaging and tags (where available)

Please note we're not able to accept returns on items worn for training or performance.

If a returned item doesn't meet these conditions, we'll be in touch to let you know - and it'll be sent back to you at your cost.

Can I exchange an item instead? Of course - for a different size, or an alternative product where available.

  • You'll cover the return shipping cost
  • We'll confirm the shipping cost for your exchanged item before it goes out

When will I get a refund? We'll issue a refund if:

  • Your item arrives faulty or damaged
  • We're unable to fulfil an exchange
  • Your return meets the policy conditions above, within the 7-day window

Once approved, refunds go back to your original payment method and are processed within 5–10 business days after we've inspected the item. Just note that original shipping fees aren't refundable.

What does a return cost me? If you're using our return options, these fees apply and are deducted from your refund:

  • R80 - PARGO locker return
  • R100 - door-to-door return

Faulty or Incorrect Items

What if my item arrives faulty or wrong? Please let us know within 7 days of delivery - we'll make it right.

📧 michelle@whalecoastcollective.co.za

Just include:

  • Your order number
  • Clear photos of the issue

We'll resolve it as quickly as we can, and cover return shipping where applicable.

Shipping

How much does shipping cost?

  • R80 - PARGO locker delivery
  • R100 - door-to-door delivery

How long will my order take? We process orders within 1–3 business days. Delivery times vary a bit depending on where you are, and you'll get a tracking number as soon as your order ships.

What if my delivery details are wrong, or the courier is delayed? Please double-check your shipping details at checkout - we're not able to cover failed deliveries caused by incorrect info, and re-delivery may carry an extra fee. Once your order's dispatched, courier delays are outside our hands too, but we're always happy to help you track things down.

How to Request a Return

Ready to start a return or exchange? Just email us:

📧 michelle@whalecoastcollective.co.za

Include your order number and reason for the return, and we'll send you simple step-by-step instructions.

⏱️ We aim to respond within 1–2 business days.

Thank you for supporting our small, family-run business - it truly means the world to us. 💙