Frequently Asked Questions (FAQs)

Ordering & Payment

General Ordering
Q: How do I place an order?
A: Simply browse our website, select your desired items, add them to cart, and proceed to checkout. You’ll receive an order confirmation email once your purchase is complete.

Q: What payment methods do you accept?
A: We accept major credit cards and PayPal.

Q: Is my payment information secure?
A: Yes, all payments are processed through secure payment gateways. We never store your credit card information.

Q: Can I modify my order after placing it?
A: For clothing orders, modifications are only possible within 12 hours of placement. For paintings, please contact us immediately at art@gerdalouw.com.

Q: Can I cancel my order?
A:
– Clothing: Orders can be canceled within 12 hours of placement. After production begins, cancellations are not possible.
– Paintings: Contact us as soon as possible; cancellations are handled case-by-case.

Shipping & Delivery

Clothing Items
Q: Where do you ship clothing from?
A: All clothing items are shipped internationally from the United States via Printify.

Q: How long does shipping take?
A: Delivery times vary by location:
– South Africa: 10–20 business days
– Other countries: Estimated delivery times are shown at checkout
– Note: Customs processing may affect delivery times

Q: Do you ship internationally?
A: Yes, we ship worldwide. Shipping costs and delivery times vary by location and are calculated at checkout.

Paintings
Q: How are paintings delivered?
A: We offer:
– Local delivery within South Africa (5-7 business days)
– Studio pickup by appointment
– International shipping (contact us for details)

Q: Can paintings be shipped internationally?
A: Yes, paintings are available for international shipment. Please contact us for shipping quotes and details.

General Shipping
Q: How do I track my order?
A: You’ll receive an email with tracking information once your order ships.

Q: Do I need to pay customs fees?
A: Yes, customs fees or import duties may apply for international orders. These fees are the customer’s responsibility and are not included in our shipping charges.

Q: What happens if my package is lost?
A: If your package appears lost, contact us with your tracking number and we’ll investigate with the shipping carrier.

Returns & Refunds

Clothing Returns
Q: Can I return clothing if it doesn’t fit?
A: Due to the print-on-demand nature of our clothing, we cannot accept returns for sizing issues. Please review our size charts carefully before ordering.

Painting Returns
Q: Can I return a painting?
A: All painting sales are final. However, if your painting arrives damaged, contact us within 7 days with photos for assistance.

Refund Process
Q: How are refunds processed?
A: Approved refunds are:
– Issued to the original payment method
– Processed within 5-10 business days
– Shipping fees are only refunded if the return is due to our error.

Product Information

Clothing
Q: How accurate are the colors shown online?
A: While we strive for accuracy, colors may vary slightly due to:
– Screen settings
– Manufacturing processes
– Natural fabric variations

Q: Are size charts accurate?
A: Yes, but we recommend measuring yourself and comparing with our size charts for the best fit. Each product page includes detailed measurements.

Paintings
Q: Are paintings framed?
A: Framing options vary by piece. Please check individual painting descriptions or contact us for details.

Q: Can I request a custom size for prints?
A: Please contact us to discuss custom sizing options.

Product Care

Clothing Care
Q: How should I care for my printed clothing?
A: For best results:
– Wash inside out in cold water
– Use mild detergent
– Avoid bleach
– Tumble dry on low or hang to dry
– Iron inside out if needed

Mugs
Q: How should I care for my mugs?
A: To preserve the design:
– Hand wash only
– Avoid dishwasher use
– Do not microwave
– Use gentle cleaning materials

Customer Support

Q: How can I contact customer support?
A: Email us at art@gerdalouw.com. We aim to respond within 24-48 hours during business days.

Q: What information should I include in my support request?
A: Please include:
– Your order number
– Clear description of your query
– Any relevant photos
– Your contact information

Technical Issues

Q: What if I can’t complete my purchase?
A: Try:
1. Refreshing your browser
2. Clearing your cache
3. Using a different payment method
If problems persist, contact customer support.

Q: What if I didn’t receive my order confirmation?
A: Check your spam folder first. If you can’t find it, contact us with your order details.

Bulk Orders

Q: Do you offer bulk discounts?
A: For bulk orders, please contact us directly to discuss pricing and availability.

Q: Can I place a corporate order?
A: Yes, we welcome corporate orders. Contact us for details about corporate pricing and customization options.

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This FAQ is regularly updated. If you can’t find an answer to your question, please contact us at art@gerdalouw.com