Forget Me Not Crafts Terms and Conditions Policy

Welcome to Forget Me Not Crafts. These terms and conditions outline the agreement between you (the client) and Forget Me Not Crafts. We encourage you to read it thoroughly, as we cannot be held responsible for any issues arising from non-compliance with its terms. These terms apply to all our clients, including private clients, re-sellers, and wholesale clients. Our aim is to establish a clear understanding to ensure professional cooperation and prevent any misunderstandings.

By using our services or purchasing our products, you agree to the following terms:


Intellectual Property

Please be aware that if our work is copied or our photographs are used without our written consent, our legal team will take action against the individual responsible. We do not permit our designs or photos to be used for personal or advertising purposes without our approval. If you wish to become a re-seller or register as a wholesaler, please contact our office to obtain the application form.

Orders and Payments

We strive to make the order process as smooth as possible. Please note that all our items are subject to stock availability, as we do not keep stock on hand; all orders are manufactured and produced once an order is placed and paid for. If an item is out of stock, we will contact you to offer an alternative product, option, or service. If you are not satisfied with the alternatives, we will fully refund you for the out-of-stock product.

Please be aware that our catalogue prices can change at any time without prior notice, and items listed in our catalogue or on our website can be discontinued at any time without prior notice. All our quotes are valid for 14 days. We recommend confirming the price and total of the invoice before making a payment if you exceed the 14-day period. This ensures that the products ordered are still in stock and that the prices have not changed.

Please check your invoice/quote thoroughly to ensure that we have quoted for the correct item and quantity. Additionally, confirm that we are sending your order to the correct address if you have chosen delivery. If an invoice/quote is approved and payment has been made, and you receive the incorrect products and/or quantity, Forget Me Not Crafts will not be responsible for sending new products at our own cost or meeting an urgent deadline. Make sure everything is as you want it on the invoice/quote, as we cannot guarantee that a replacement can be sent by a certain deadline.

An order is only confirmed once full payment has been made. We cannot place your order into any design or production lineup without successfully receiving full payment of the total invoice. If you decide to cancel your order and we haven’t started any designs or purchased any stock, a R50.00 admin fee will be deducted from the invoiced/paid amount. If we have started designs or purchased stock, the full payment will be forfeited.

The preferred payment method is via EFT/Bank transfer. Please avoid making direct cash deposits, as we will then invoice for the bank fees on top of the direct cash deposit, and it also makes tracking payments difficult since some banks do not allow for a name reference. If you make an immediate payment from your banking app, please ensure we receive the proof of payment. We have noticed that, especially with Capitec and immediate payments, they use a numerical reference instead of the one you chose, making it difficult to identify the payment

Payments Made into Our Account
Please use your name/surname as a reference when making a payment into our account. We have had issues in the past where clients use a different reference or someone pays on behalf of the client and uses their own name as a reference, which makes it difficult to allocate the payment. This will delay your order until we determine who the payment belongs to. Forget Me Not Crafts will not be accountable for any missed deadlines or extended lead times due to an incorrect reference being used. Quote/Invoice numbers are also acceptable as references when making a payment.

Online Order Payments
When placing an online order, please use only the order number provided to you via email as the reference. Do not use your name/surname as a reference. We exclusively use order numbers for all online orders. We also accept online payments via the Yoco payment portal.

Please note that Forget Me Not Crafts requires 100% payment before an order will dispatch from our premises. This policy is non-negotiable, and no order will leave our premises without being paid in full. This policy applies to re-sellers and wholesalers as well.

Production/Design Process:

Great! You’ve placed and paid for your order. Here’s what happens next: If you’ve ordered a custom-designed product tailored to your gifting or theme needs, you’ll receive your layouts within 3-5 working days, and during busier seasons, it may take 5-7 working days for approval. Once the layout has been approved, your order will be placed into our production lineup, which typically takes another 5-7 working days. Please allow 14-21 working days in total for your order to be completed. Remember, perfection takes time. While we strive to complete orders as quickly as possible, unforeseen events such as load-shedding in sunny South Africa can occasionally cause delays. Many of our products are made to order, and sourcing from other suppliers and factories may also impact lead times. The 21 working day lead time provides flexibility in case of emergencies, as we are a small company where unexpected challenges can arise. We always aim to complete orders before the advised lead time.

This means you should be aware of the following:

Spelling: If you approve a document with a spelling error, Forget Me Not Crafts will not be held accountable to redo the order at our cost; standard fees will apply. While typos can occur, which is why we send a draft for approval, please also check name spelling, grammar, and punctuation.

Errors: If you receive a product with an error that was approved, we will gladly fix the mistake, but standard fees will apply. If you requested a change and we failed to correct the mistake, we are responsible for all costs to replace the product.

Mocks: Upon receiving your mocks via email, it is your responsibility as the client to ensure that every element in the design meets your expectations. You know what you envision, so please ensure everything is 100% to your needs. We allow 2 free changes per order after which a charge of R100 per change will be added to your account.

Please make sure all your guest names, seating plan etc are fully finalised before sending us your details as once mocks are approved no changes will be made.

Sending Your Own Artwork/Images:

This applies primarily to clients who send their own designs or orders that include photographic elements. If you send us low-quality, pixelated, or blurred images, we cannot be held responsible for the resulting low-quality artwork you will receive. Please avoid sending images from WhatsApp and Facebook, as these applications reduce the original pixel quality. While low-quality photos might be suitable for collage creation, if you send us print-ready designs and the quality is not up to standard, and we only notice after printing, Forget Me Not Crafts will not be accountable for any artwork not created by our team. This includes any issues like discoloration. Ensure your screen is calibrated before sending us any print-ready files. We recommend always sending images above 720 pixels. When sourcing artwork from Google, aim for resolutions of 1000 pixels or higher.

Engraving:

Engraving can be a complex process because it involves using a machine to “burn” a design into the substrate. However, Forget Me Not Crafts has limited control over the final result after engraving. What does this mean? Some materials, like leather, vary in how they engrave. Each item may not engrave identically, especially across different quantities or colors. For example, different batches of brown leather wallets may show slight variations in engraving depth or clarity.

The same variability applies to wood substrates. These products are often manufactured in bulk using machines, which means they may not all be identical. When mass-produced, there’s a possibility that the engraving may differ across products. Additionally, fluctuations in the voltage waves sent from the power source to the laser cutter can result in variations in engraving depth from one product to the next.

Chocolate Favors:

We offer a range of favors for events, and many clients prefer to have them shipped via courier. Please note that parcels are shipped in the afternoon to avoid them remaining at the depot all day and potentially melting. However, there is still a chance that favors may arrive slightly softer than desired. We recommend placing the entire parcel in a cool area or refrigerator and allowing it to cool down before handling, to prevent the favors from becoming misshapen. Forget Me Not Crafts will not refund or replace any chocolate favors, as weather conditions are beyond our control.

Our chocolate favors are hand-wrapped in your chosen foil color, and the print is applied on semi-gloss paper and secured with double-sided tape. This process is not automated.

Forget Me Not Crafts always strives to deliver the most consistent service possible.

Forget Me Not Crafts shall not be liable for any failure or delay in the supply or delivery of products/services due to circumstances beyond our control. This includes, but is not limited to, war, epidemics, natural disasters, strikes, lockouts, lockdowns, industrial disputes, government restrictions, transport delays, fire, power outages, internet or connection malfunctions, failures attributable to hosting suppliers, breakdown of plant, theft, vandalism, riots, civil commotions, accidents of any kind, or acts of terrorism.

Refunds and Returns:

Due to the personalised nature of our business and the services we offer, Forget Me Not Crafts cannot exchange one product for another or offer refunds on personalised items. If dissatisfaction with a product is caused by an error on our part, we will endeavor to resolve the issue to the best of our ability and in a manner that best satisfies the client’s preferences. We will attempt to replace the product as promptly as possible. However, if we are unable to meet the deadline, a full refund will be offered.

Please note that you, as the client, have 48 hours from receipt of the order to report any issues. If a complaint is not lodged within this timeframe (including weekends, public holidays, or company closure times), you will forfeit the option for a replacement of the faulty product, and standard fees will apply. Forget Me Not Crafts will not replace any product (in cases where it is our mistake) after the 48-hour timeframe.

Changes to Products and Refunds:

If a client attempts to make changes to our products without consulting us beforehand and subsequently requests a new product, the client will forfeit the option for a free replacement. We do not replace any product that has been tampered with in any way without our knowledge. Changes made to our products will void clients eligibility for a replacement.

Please note: If an incorrect product or size was delivered to the client (after the client approved the layouts or invoiced products), Forget Me Not Crafts will not be held accountable for replacing or refunding the product. We will assist the client in receiving the correct products thereafter, but standard rates and fees will apply

Cancellations

At Forget Me Not Crafts, we understand that plans can change. Our goal is to provide the best service possible, and to ensure a smooth experience for all our clients, we have established the following cancellation policy:

Custom Orders and Personalized Items

  1. Order Confirmation:
    • Once an order is confirmed and payment is received, work on your custom or personalized item begins immediately.
  2. Cancellation Requests:
    • Within 24 Hours: If you need to cancel your order, please contact us within 24 hours of placing your order for a full refund.
    • After 24 Hours: Cancellation requests made after 24 hours of order confirmation will be subject to a 50% cancellation fee to cover materials and labor costs.
  3. No Cancellations:
    • Custom and personalized items that are completed or in the final stages of production cannot be canceled or refunded.

Ready-Made Products

  1. Order Confirmation:
    • Orders for ready-made products can be canceled within 24 hours of placing the order for a full refund.
  2. Cancellation Requests:
    • Within 24 Hours: Full refund if canceled within 24 hours of placing the order.
    • After 24 Hours: Cancellations made after 24 hours but before shipment will incur a 20% restocking fee.
  3. No Cancellations:
    • Orders that have already been shipped cannot be canceled. Please refer to our return policy for information on returns and exchanges.

Workshops and Classes

  1. Cancellation by Participant:
    • More than 7 Days Before: Full refund if canceled more than 7 days before the workshop or class.
    • Less than 7 Days Before: No refund if canceled less than 7 days before the workshop or class. However, you may transfer your spot to another person.
  2. Cancellation by Forget Me Not Crafts:
    • If we need to cancel a workshop or class, you will receive a full refund or the option to reschedule for a future date.

Events and Bulk Orders

  1. Cancellation Requests:
    • Due to the complexity and volume of event and bulk orders, cancellations must be made at least 30 days before the scheduled delivery date for a full refund.
    • Cancellations made less than 30 days but more than 14 days before the delivery date will receive a 50% refund.
    • No refunds will be issued for cancellations made less than 14 days before the delivery date.

How to Cancel

To cancel your order, please contact us at info@forgetmenotcrafts.co.za . Provide your order number and the reason for cancellation, and we will process your request as soon as possible.

Thank you for understanding and for choosing Forget Me Not Crafts for your crafting needs. We appreciate your business and are committed to providing you with high-quality products and services.

Courier Conditions and Insurance:

Forget Me Not Crafts makes use of various reliable courier companies, and the client will receive the necessary tracking information upon collection of the parcel from our premises. It is the client’s responsibility to track and trace their own parcels. Once the parcel leaves the premises of Forget Me Not Crafts, it no longer belongs to us, and we cannot be held accountable or take responsibility for any actions taken by the courier company.

Clients are welcome to collect their parcels in St Helena Bay, Western Cape, or arrange for their own drivers/couriers. Forget Me Not Crafts will provide clients with all necessary information for successful tracking and tracing of their parcel, including contact details for inquiries.

Forget Me Not Crafts cannot be held responsible for the services provided by the courier company, nor can we be held accountable for any parcels not delivered on the agreed date or misrouted parcels. The courier company is a third-party service provider and should be held accountable for all services rendered once the parcel has left our premises.

Forget Me Not Crafts will not be held accountable or responsible for any product that arrives damaged or for any losses once a parcel has left our premises. Clients are encouraged to take out insurance for the value of their parcel. This insurance fee will be paid to the courier company. In the event of damage or loss, Forget Me Not Crafts will replace the parcel at no extra cost.

Please note: We exclusively use Pudo or the Courier Guy for our parcels.

In the event that a parcel goes missing and the courier company is unable to locate it, Forget Me Not Crafts will refund the client or replace the missing goods. We strive to send parcels in time for the agreed delivery date, but we cannot control actions taken by the courier company. Therefore, we advise clients to place orders well in advance and set deadlines at least a week before their event or when the products are needed. This allows time for any courier issues to be resolved. Any missed deadlines caused by the courier company will not be the responsibility of Forget Me Not Crafts.

If a client has not opted for insurance on a breakable product and it breaks during delivery, Forget Me Not Crafts will not replace the order, and standard fees will apply. However, if negligence in packaging by Forget Me Not Crafts can be proven, we will replace the broken product. Please note that every product leaving our premises is properly packaged to minimize the risk of breakage or damage during delivery.

Acceptance of Terms and Conditions:

By remitting payment for any quote/invoice or placing an online order, you acknowledge that you have read and understand the above terms and conditions. Proceeding with your order signifies your acceptance of all terms and conditions outlined in this document by Forget Me Not Crafts. It is your responsibility to clarify any unclear terms and conditions with Forget Me Not Crafts before proceeding. Forget Me Not Crafts will not be held liable for any failure to adhere to these terms and conditions, and is not obligated to compensate any client who has not read or has disregarded these terms and conditions.