Refund policy
Returns & Exchanges Policy
At Nilla Design Co, every piece is made and packed with care by our small Cape Town team. Because each item is handmade or printed to order, we’re unable to accept returns for change of mind, incorrect selections, or non-defective items.
If something arrives damaged or faulty, we’ll make it right — thoughtfully and promptly.
What Qualifies
We’re happy to assist with returns or replacements for items that are:
-Faulty or damaged in transit
-Incorrectly manufactured or printed
Report Timeframe
Please notify us of any damaged or defective items within 48 hours of delivery.
We’re unable to accept claims made after this period, as courier timelines prevent us from filing damage claims beyond that window.
How to Report a Problem
Email us at hello@nilladesignco.co.za with:
-Your order number
-Clear photos of the damaged item and its packaging
-AÂ brief description of the issue
We’ll respond promptly with next steps and resolve the matter with care.
Authorisation Required
Please don’t send any items back without written approval.
Unauthorised returns can’t be accepted or credited.
Collection & Costs
-If reported within 48 hours, we’ll arrange collection and cover the courier cost. For later reports, collection or return may be at the customer’s expense, depending on the situation.
Inspection & Resolution
Once your return is received and inspected, we’ll either:
-Replace the item, or
-Issue a Nilla Design Co gift voucher for the same value if a replacement isn’t available.
Gift vouchers never expire and can be used toward any future purchase on our store.
Replacement Timelines
Replacements are prepared with the same care as your original order:
-Unframed prints: 3–5 working days to prepare + courier transit time
-Framed prints: 7–10 working days to prepare + courier transit time
If any delays occur, we’ll keep you informed and send tracking details once your replacement ships.
Non-Returnable Items
The following items can’t be returned or exchanged (unless damaged or faulty):
-Sale or clearance pieces
-Personalised or custom orders
-Digital downloads
-Items damaged after delivery due to customer handling or improper unpacking
-Returns sent without prior authorisation
Courier Responsibility
Once a parcel has been collected by the courier, it’s in their care for delivery.
If your parcel arrives damaged, please follow the reporting steps above and we’ll assist in processing the courier claim.
If a parcel is lost in transit, we’ll liaise directly with the courier to resolve it as quickly as possible.
Need Help?
If you’re unsure whether your order qualifies for a return, or need help with a claim, please reach out to us at hello@nilladesignco.co.za