Shipping and returns policy
Shipping
Pokkelokkie uses UAfrica within South Africa. Please note that we are not responsible for delays or lost parcels on their part.
International parcels: Aramex or DHL. You may be liable to pay customs on the parcel. Please email us before placing the order to get a quote. We cannot replace or refund parcels if they are lost in transit. Parcels are not insured unless this is requested.
Note: In order to help reduce, reuse and recycle we reuse boxes from our local chemist to send our parcels. They may not always be pretty but they do the job. Please recycle your boxes.
Refund / returns policy
Each nappy is inspected thoroughly before it`s sold. Each item is handmade with love and as result are not all identical. If you are not 100% happy please email us or whatsapp us so we can discuss the problem.
No refund (prior to delivery) will be given once fabric has been cut. We cut as orders come in.
1. Change-of-Mind Returns
We accept change-of-mind returns within 10 working days of delivery.
Items must be unused, unwashed, unaltered, and in their original packaging.
After 5 working days, change-of-mind returns will not be accepted.
2. Defective or Faulty Goods (CPA Warranty)
In terms of the Consumer Protection Act (CPA), customers have the right to return defective goods within 6 months of purchase.
If an item is found to be defective, we will, at the customer’s choice:
Repair,
Replace, or
Refund the item.
This applies only to manufacturing faults — not to damage caused by misuse, incorrect washing, wear and tear, or improper handling.
3. Exclusions
We cannot accept returns for:
Items damaged due to incorrect use or washing
Wear and tear
Items returned after 10 working days for change-of-mind or sizing reasons
Used, washed or altered items
4. How to Log a Return
Please email us with your
Order number
Description of the issue
Photos (if defective)
We will assist with the next steps.
Gift vouchers are valid for 3 years from date of purchase.
Wear and tear
We cannot be held responsible for normal wear and tear that occurs on the nappies. There is a big misconception that wear and tear will occur the same for everyone. There are just too many factors at play that can cause it - wash routine, hard water, detergents, chemicals, bleaches, frequency of washing and size of nappy stash all play a huge role in the time nappies start to wear. Note top loaders WILL place more wear on garments. Once nappies have been in use, one must expect that at some point, wear and tear is going to happen. Especially considering diapers are washed more regularly than most other household items. Night nappies do show wear and tear much sooner than day time nappies. This is because of the acidity in urine. Natural fabrics wear much quicker than synthetics. The most common visible wear is small holes/tears appearing along elastic casing or along the serged edges of inserts. This does not affect the function of the diaper in anyway and it can still be used. Pokkelokkie is not able to replace nappies as result. We recommend you to have a large enough stash so that nappies get rotated frequently- especially night nappies. We suggest having at least 6 Siesta nappies in order to increase their lifespan. Acidity of urine can cause a bleach like effect on our natural fabrics. This is specific to the pH of urine and differs considerably amongst babies. This is not a defect of dyeing the fabric or a manufacturing fault.
If a problem occurs after it leaves the workshop (i.e. while in transit to the client, or while in the client’s possession) we cannot be held responsible for it .
We do not take responsibility for ammonia build up that occurs as a result of a incorrect washing routine. Nappies need to be taken care of and stripped immediately when a smell occurs to prevent chronic build up. Nappies that are left untreated for too long can be difficult to correct.
Warranty
We will replace snaps, for the life of the diaper and elastic within 6 months of purchase.
Within 6 months of your purchase we will pay for the return shipping. After 6 months return shipping is paid by the customer.
Velcro will not last forever. We use the best quality Velcro available in SA. Continuous washing does wear Velcro. Our tests show our velcro on the nappies should last full time on at least 2 - 3 babies cloth diaper life. However so many things need to be factored in and a wash routine will greatly affect this producing different results.
Bleeding (of colour from the material) is not considered a defect, we take every precaution to ensure fabric will not bleed. We however cannot guarantee no bleeding due to the nature of the fabric and washing machines differ. We recommend washing your new items separately initially to determine if the colour runs.
Flats do not remain a perfect square due to the nature of the fabric.
Pokkelokkie cannot be held responsible for damage to nappies as a result of poor care and neglect. If covers are washed at a high heat (over 30 degrees) there is bound to be damage.
Snaps
Be kind to your snaps and hold the material near the base of the snap when opening it rather than ripping it apart. We will replace snaps that have come off the nappy within 6 months of purchase at our own cost.
If there is something you are unhappy with or anything that affects function please contact us.
