WORLDWIDE SHIPPING WITH FEDEX EXPRESS

FAQ's

Made to Order

Project Dyad was created with the idea of it being something constantly evolving, ever changing, as an outlet for our creativity.

Running a small studio with in-house production comes with many challenges, one of them is finding the balance between producing enough and getting enough time to create. We are still no masters of this but are working on it.

This is why we’ve decided instead of retiring some of our well-loved classics, that some of you still love and want to continue to purchase, we will now make a handful of styles available as Made-to-Order items.  

It gives us the opportunity to keep creating and bringing you new designs & styles, as well as to be more sustainable in the use of our materials. In that way we can avoid over production and focus on offering you exactly what you want.

Made-to-order items and will be handmade in our studio once  your order is placed. This may take 7-10 working days. Shortly after that your item will be shipped. 

Shipping

Local Shipping:

We currently offer free shipping on all orders above R500 within South Africa. Depending on the delivery address, we are using a door-to-door courier service or Postnet for more remote areas. Please note that it can take up to 3 days until your order is processed and ready to be shipped. Shipping time from the date your order has been processed is about 3 - 5 working days. Should you need your order before a specific date, please reach out to us so we can try to meet your needs.

International Shipping:

For orders outside of South Africa we are using Fedex Express; a trackable courier service that is reliable and fast. Shipping time from the date your order has been processed is about 5 - 7 working days.

Once your parcel has been sent, you will receive an email with your tracking number.

Please allow 5 to 10 working days for your order to arrive. Delivery times may vary depending on the courier used and country of destination.

Orders shipped outside of South Africa may be subject to import taxes, custom duties and additional fees levied by the country of destination, which are on the recipient's personal account.

We have no control over those fees and cannot predict what they may be. Please contact your local customs office to find out more them.

We cannot be held responsible if your parcel goes missing once it has been sent. Should you suspect that your parcel has gone missing before we do, please contact us as soon as possible.

Returns

You can return your purchase within 30 days. If 30 days have gone by since your purchase, we then cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as when you have received it. It must also be in its original packaging.

To complete your return, we require a receipt or proof of purchase.

Please get in touch with us first before you send your product back and return it  to our office address : Vincent Urbain, 12 Fraser Road, 7945 Muizenberg, Cape Town, South Africa.

You will be responsible for shipping costs to return your item. Shipping costs are non-refundable.

Please consider using a trackable shipping service or purchasing shipping insurance. We cannot be held responsible if we do not receive your returned item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially processed.

If you have done all of this and you still have not received your refund yet, please contact us at info@projectdyad.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.