Frequently Asked Questions

Placing an order is easy! Simply browse our Shop page, select the product you like, choose your quantity, and click "Add to Cart". Once you've added all items, proceed to the Cart page to review your order, then click "Proceed to Checkout". Fill in your billing details and choose your payment method (PayFast) to complete your purchase.

We ship all orders via Courier Guy, a reliable courier service in South Africa. We offer:

• Standard Shipping: R250 (3-5 business days)
• Free Shipping: On all orders over R5,000

You will receive a tracking number once your order has been dispatched. You can track your order on our Track Your Order page or directly on the Courier Guy website.

Delivery typically takes 3-5 business days within South Africa, depending on your location. Please note:

• Orders are processed within 1-2 business days.
• Delivery times are estimates and may vary due to courier availability.
• You will receive a tracking number to monitor your delivery status.

Currently, we ship exclusively within South Africa. We do not offer international shipping at this time, but we are working on expanding our shipping options in the future.

We use only the highest quality materials:

• Hardwoods: Carefully selected premium hardwoods sourced from South Africa.
• Resin: High-quality epoxy resin finishes that are durable and beautiful.
• Finishes: Non-toxic, eco-friendly finishes that protect and enhance the natural beauty of the wood.

Every piece is handcrafted with meticulous attention to detail.

Yes! Every Roots & Resin piece is handcrafted, ensuring no two creations are ever exactly alike. Slight variations in wood grain, texture, and resin patterns are embraced as part of their uniqueness — making your piece truly one of a kind.

Caring for your Roots & Resin piece is simple:

• Clean with a soft, damp cloth — avoid harsh chemicals or abrasive cleaners.
• Wipe up spills immediately to prevent staining.
• Avoid direct sunlight for extended periods to prevent fading.
• Use coasters and placemats to protect the surface.
• Apply a wood polish occasionally to maintain the natural shine.

You can return non-defective items within 7 days of delivery if the items are unused, unassembled, and in original packaging. Please note:

• Return shipping costs are the responsibility of the customer.
• A handling fee of 5% or R100 (whichever is greater) will be deducted.
• Custom-made items cannot be returned unless defective.

For full details, please refer to our Returns Policy page.

All Roots & Resin products come with a 1-year warranty covering factory faults or defects. The warranty does not cover wear and tear, misuse, or damage caused by improper care. For warranty claims, please email returns@rootsandresin.co.za with your order number and photos of the issue.

If your order arrives damaged, please:

• Report visible damage immediately upon delivery.
• Take photos of the damage and packaging.
• Email returns@rootsandresin.co.za within 48 hours.

We will arrange for a repair, replacement, or refund based on the assessment.

Absolutely! We love bringing your vision to life. Whether you have a sketch, reference image, or simply an idea, we work closely with you to design and create a completely custom piece tailored to your style, dimensions, and space. Visit our Custom Orders page to get started.

The timeline for a custom order depends on the complexity of the design and our current workload. Typically, custom orders take between 2 to 6 weeks from design approval to delivery. We will provide you with a timeline during the consultation process.

Our custom order process is simple and collaborative:

1. Share Your Idea: Contact us with your vision, sketch, or reference image.
2. Consultation: We'll discuss your requirements, dimensions, materials, and design preferences.
3. Design & Quote: We'll provide a design concept and a quote for your approval.
4. Craftsmanship & Delivery: Our artisans handcraft your piece and deliver it to your door.

We accept payments via PayFast, which securely processes:

• Credit Cards (Visa, Mastercard)
• Debit Cards
• Instant EFT (direct bank transfers)
• SnapScan and Zapper

All transactions are secure and encrypted.

Yes. We use PayFast, a trusted South African payment gateway, to process all transactions. Your payment information is encrypted and never stored on our servers. PayFast is PCI-DSS compliant, ensuring the highest level of security for your data.

At this time, we do not offer payment plans or lay-buy options. Full payment is required at the time of purchase. We accept all major credit and debit cards via PayFast.