Shipping & Policies

ORDER FULFILMENT

When you place an order from my online store, the product you order will come from one of the following sources:

1: A physical product – shipped from Johannesburg, South Africa

I still have a couple of boxes of my book, “How Heather got her HAT’ness back” stored in Johannesburg. These are the first edition copies and they were printed in South Africa in late 2015. They are slightly different from the copies you’d get if you ordered from Amazon because they have a spot-varnish on the front cover and the inside covers are printed (whereas the Amazon version has been left blank).

When people order “How Heather got her HAT’ness back” directly from my online store, this is the book they will receive.

South Africans can expect to receive their orders within 3 – 4 working days. International orders will be received within 5 – 6 working days. I use courier services to deliver my books (because I’ve been let down by the South African Post Office one too many times for my liking). I use DHL for international orders and Collivery for South African orders. The shipping is expensive, but worth it.

2: A physical product – shipped to you directly from Ingram Spark

For my other books (and later editions of HHGHHB), I use the print-on-demand services of Ingram Spark (who have branches in the US, Europe and Australia). When you place an order on my online store for “FODDER” (for example)… I then log-in to my online account with Ingram Spark and I order the books on your behalf. Ingram Spark prints the book… packs the book and ships the book directly to you. It does not pass through my hands at all.

I will pass on the notification e-mails to you (as I receive them from Ingram) – so that you’ll know when to expect your order.

IS THE PAYMENT GATEWAY SECURE?

There are 3 payment options for you to choose from (all of them are extremely secure).

You can use Paypal, Stripe (one of the most well-known and secure online payment gateways) or… if you’re in South Africa, you also have the option of doing an online transfer (I bank with FNB).

I LIVE IN SOUTH AFRICA. HOW WILL YOU SHIP THE PRODUCTS TO ME?

For local shipping, I use Collivery. They’re well priced, timeous and their entire process is automated. I use their overnight service, so if you factor in my order fulfilment process – it means that you should receive your order within 3 days of paying for it (if you’re in a South African city) – or 4 days (if you live somewhere more rural).

I'M AN INTERNATIONAL CUSTOMER. HOW WILL THE PRODUCTS BE SHIPPED TO ME?

All my personalised Hatty-goodies are shipped out of the Hat Hub in Johannesburg, South Africa.

I have searched far and wide for shipping options that are cost effective – and, alas – I can find nothing cheaper than: R260 (about $17) flat-rate (regardless of where you are in the world).

This is via our good ol’ Post Office – and they tell me it will take about 10 days to get to you.

The rate includes a track & trace number. I will e-mail you the tracking details as soon as I’ve sent your parcel so that you can check the status and location of your parcel.

That R260 flat-rate is weight-based… so anything more than 4 books would incur an extra charge.
If your parcel incurs a higher shipping fee due to weight, I would e-mail you first and make sure that you’re happy with the adjusted shipping rates before I post the parcel.

I am more than happy to discuss other shipping options – and I am am open to any suggestions you might have that would make the shipping process cheaper and more convenient for my international customers.

I'M BASED IN THE US. CAN'T I BUY YOUR BOOK HERE INSTEAD OF SHIPPING IT ALL THE WAY FROM SOUTH AFRICA?

You can buy the book directly from Amazon, if you want.

I have self-published my book on Createspace (an Amazon company). Amazon prints the book, ships the book, processes payment – and they pay me a small royalty.

If you’re based in the US or in Europe – this would probably be your cheapest and most convenient option.

Obviously – the book doesn’t pass through my hands at all… so, if you want any of my signed or personalised goodies… you’ll need to order from me directly.

To buy the book directly from Amazon, just click here.

DO YOU OFFER REFUNDS?

Obviously – I want everyone to be happy with their book – or any product purchased from my store.

If your product is damaged or if it’s not what you wanted or expected – I am prepared to offer a refund for the item (not shipping costs).

I will not be able to refund any of the personalised books, however… but – if a personalised book reaches you – and you find that it has been damaged during the shipping process, I will send you another personalised copy free of charge.

I'M AN INTERNATIONAL CUSTOMER. IS THERE AN OPTION OF EXPRESS SHIPPING? I DON'T WANT TO WAIT FOR 2 WEEKS.

Yes.

For international customers who would like to receive their package quick-quick… I’m certainly able to arrange that. We could use FEDEX, UPS, DHL – or any other international carrier… but, of course, it would be significantly pricier.

I am more than happy to organise specialised express shipping services for anyone who wants it! 🙂