Frequently Asked Questions

Please read our FAQ before sending us a message.

Can I call to inquire about my order?

Due to the handmade nature of Vestibull goods it’s best to email your inquiries so we can process it better, our physical shop does not process online orders only direct sales. After 1-3 days you will usually get a response from us on your order status. Clients should also check their spam folders for emails.
Please be patient we are a small Artisan Business and deal with queries as soon as we can.

How long will delivery take?

Packages will be sent out once or twice a week and only after payment has cleared (This can take 2-3 days). After sending of pack it takes 48h – 3 days for our courier to deliver (provided there is no delays). In general it usually takes 3-7 work days from order to sending out of package.

After clients placed the order we will respond in 1-3 days on your order status. Clients should also check their spam folders for emails.

If we need to make up your order please see “How long backorders take” FAQ section.

How long does backorders take?

Vestibull is an Slow Fashion Artisan brand due to the hand made nature backorders can take 2-5 weeks.You are welcome to inquire our current timeline or place your name on our next order notification list.Due to COVID-19 certain styles are only on made to order.

What are the delivery charges for orders from the Online Shop?

Orders delivered in South Africa that have a value of over R600 is FREE, otherwise there is a charge of R100. All orders overseas we will quote clients. Vestibull is not liable for custom duty taxation.

What couriers do you use?

We offer a few options to best suit our clients needs.

    1. Aramax (http://www.aramex.co.za/store-to-door-courier/). Please make sure courier address has a person to receive package or it may attract extra cost.
    2. Postnet to Postnet
    3. For international orders we use DHL and a custom quote will be calculated.
What is your return & refund policy

Clients must arrange returns/refunds with Vestibull within 2 weeks of receiving goods.Clients need to make use of return courier on their own expense (see Postnet and Aramex R100 a package). Vestibull will then resend return goods at our expense. Goods must be well packaged (as arrived in originally) no damaged goods will be accepted.

Refunds will be subject to subtraction of courier fees Vestibull will cover transaction fees.

Which payment methods are accepted in the Online Shop?

We accept Visa and Mastercard for credit card payments. Customers with South African bank accounts can also pay with Instant EFT. We also accept normal EFT (contact us for info).

How secure is shopping in the Online Shop? Is my data protected?

The Payfast payment gateway is encrypted with an SSL certificate. We also have a SSL certificate installed on the main site which wil encrypt your login requests and any other data sent to the server. We will not sell your information to 3rd parties.

What exactly happens after ordering?

On successful payment the order payment is processed in +-48h, and if in stock will be sent within 3/5 days (working days), and delivery can take up to 2-5 days for orders in South Africa. For any back orders in South Africa you can expect items to arrive within 2 to 5 weeks or approx. Items that are In stock and sent abroad should arrive within 1-2 weeks (pending method of shipment).

Do I receive an invoice for my order?

Each order will have an invoice email with order number.

I see stock on your site that is not available on e-commerce will your physical shop have stock?

The shop carries most of the our catalog stock, please feel free to email us or inquire availability of limited edition goods we might just have some reserve stock.  Vestibull often creates limited edition goods that may vary from e-commerce catalog.

Can you make a Tiger Lilly vellie with no artwork or in one colour?

Yes we can, we require a deposit for custom orders.