FAQ

Refund, Returns & Shipping Policy

At Whale Coast Collective, each piece is thoughtfully handmade in small batches. We take great care in ensuring quality, fit, and finish, and hope you love your purchase.

Returns & Exchanges

In accordance with the Consumer Protection Act (South Africa), customers may return items within 7 days of delivery, provided that items are:

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

Please note: We cannot accept returns on items that have been worn for training or performance.

We reserve the right to decline a return if items do not meet these conditions. If declined, the item may be returned to you at your expense.

Exchanges

We offer exchanges for size or, where available, an alternative product.

  • Customers are responsible for return shipping costs
  • Shipping costs for exchanged items will be confirmed during the process

Refunds

Refunds may be issued if:

  • Your item is faulty or damaged upon arrival
  • We are unable to fulfill an exchange
  • Your return meets our policy conditions within the 7-day period

Refund processing:

  • Issued to your original payment method
  • Processed within 5–10 business days after inspection

Please note: Original shipping fees are non-refundable.

Return Shipping Fees

If using our return options, the following fees apply and will be deducted from your refund:

  • R80 – PUDO locker return
  • R150 – Door-to-door return

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 7 days of delivery:

📧 michelle@whalecoastcollective.co.za

Include:

  • Your order number
  • Clear photos of the issue

We will resolve this as quickly as possible and cover return shipping where applicable.

Shipping Information

Shipping Rates

  • R80 – PUDO locker delivery
  • R150 – Door-to-door delivery

Processing Time

  • Orders are processed within 1–3 business days

Delivery

  • Delivery times vary depending on your location
  • You will receive a tracking number once your order is shipped

Delivery Conditions

Please ensure your shipping details are correct

  • We are not responsible for failed delivery due to incorrect information
  • Additional shipping fees may apply for re-delivery
  • We are not responsible for courier delays once your order has been dispatched

How to Request a Return

To request a return or exchange:

📧 Email michelle@whalecoastcollective.co.za
Include your order number and reason for return

We will send you step-by-step return 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.