Refund policy

Thank you for shopping with Te Fraai Diena ♡. Please note that we operate on a strict exchange-only policy. Below are the terms and conditions regarding our process.

1. Exchange Fees and Timeline

  • Strictly No Refunds: We do not offer refunds under any circumstances, but we are happy to assist you with an exchange.
  • 30-Day Window: You have 30 days from the date you receive your item to request an exchange.
  • Exchange Costs (R260 Total): Customers are responsible for covering all shipping costs involved in the exchange process. The total cost is R260, which covers the R130 collection fee from your address and the R130 delivery fee to ship the new item back to you. Original shipping charges are non-refundable.
  • No External Couriers: We do not allow customers to use their own courier services to return items. All exchanges must be booked through our secure courier network, with no exceptions.

2. Item Condition and Eligibility

  • Unworn Condition: To be eligible for an exchange, your items must be completely unworn, in pristine condition, and in their original packaging.
  • Signs of Wear: Should your shoes show any measure of wear whatsoever, the exchange will be declined immediately.
  • Bulk Exchanges: If your exchange exceeds 5 items, a handling fee of R50 will be applicable.
  • Processing Time: Once your return arrives at our workshop, your exchange will be processed within 3 business days.
  • Stock Availability: You may exchange an item for a different size, colour, or style. If the new item is more expensive, you will need to pay the difference. If we do not have your requested size or style in stock, we will notify you immediately. 

3. Natural Leather Characteristics and Variations (Not Defects)

By purchasing any genuine leather product from Te Fraai Diena (Pty) Ltd, you acknowledge that you understand and accept the natural characteristics of the material. The following variations are entirely normal and are not considered factory defects or a basis for an exchange:

  • Natural Markings: Genuine leather is a natural product. Natural characteristics such as surface scars, stretch marks, slight colour and texture variations are normal signs of the animal's life. No two leather hides are identical, giving each piece a unique history.
  • Handmade Goods: Due to the nature of handmade goods, items contain slight variations because the makers are human beings.
  • Hair-on-Hide Panels: Because hide patterns are purely natural, no two panels will ever look identical. The pattern on your unique item will vary from the product photograph.
  • Printed Leather: Printed designs vary across different sections. The print layout on your item will never look completely identical to another piece or exactly like the website photos.
  • Print Longevity: We use premium printing methods on high-quality genuine leather. However, leather is a flexible, organic material that will always outlast any surface print. With daily wear and time, the print will naturally soften and fade, particularly in high-flex areas where the leather naturally bends and creases.

4. Non-Returnable Items

Certain items are strictly excluded from our exchange policy:

  • Sale and Promotional Items: We do not accept exchanges on sale items, End of Range items, Black Friday deals, Mystery Boxes, or gift cards.
  • Factory Faults Note: Some sale items are marked down specifically due to minor cosmetic factory faults or surface markings. These variations do not affect the lifespan, strength, or durability of the product.
  • Custom and Leather Care Products: We cannot exchange custom products (such as special or custom orders) or leather care items.

5. Damaged, Defective, or Incorrect Items

Please inspect your order carefully upon arrival. If an item is genuinely defective, damaged during transit, or if you received the incorrect style or size by mistake, please contact us via email immediately at info@tefraaidiena.co.za so we can evaluate the issue and rectify it for you.

6. How to Start an Exchange

To start your exchange process, click here and follow the simple steps. Kindly ensure you have your original order number and the email address used to place the order ready.