Most ELLESI products are made specifically for the customer using the selected size, material, finish and artwork. This page explains how ELLESI handles changes, production concerns, delivery damage, replacements and refunds.
Before production starts
Contact ELLESI immediately if you need to change or cancel an order. If artwork preparation or production has not started, we will try to accommodate the request. If work, materials, payment processing or specially ordered items have already been committed, we will explain the completed work and any amount that cannot be refunded before confirming the next step.
After artwork approval
Your approval confirms the visible spelling, contact details, dimensions, layout, image choice and other artwork content. ELLESI cannot normally remake an order free of charge when it matches the approved proof. If the manufactured product differs from the approved specification, send us the details so the production team can investigate.
Incorrect, defective or damaged orders
Please inspect the order as soon as possible. Email sales@ellesi.co.za with the order number, a clear description of the concern, photographs of the product and packaging, and whether the parcel arrived damaged. Reporting delivery damage within 48 hours gives ELLESI the best opportunity to document the condition and follow up with the courier.
Keep the product and packaging while the issue is assessed. ELLESI may ask for additional photographs, arrange an inspection or organise collection before confirming the best remedy.
How ELLESI resolves a confirmed issue
Depending on the product and the cause of the problem, ELLESI may correct the item, reprint it, replace it, provide store credit or issue a full or partial refund. We will explain the proposed remedy and timing after reviewing the order, proof, production record and supplied evidence.
Returns process
- Contact ELLESI before sending anything back.
- Provide the order number, explanation and requested photographs.
- Wait for return, collection or inspection instructions.
- Keep the product and packaging reasonably safe while the matter is reviewed.
- ELLESI will confirm the approved correction, replacement, credit or refund.
Please do not send custom goods to the studio without confirmation, as an unplanned return may delay the assessment.
Refund timing
Approved refunds are sent to the original payment method where practical. Bank and payment-provider processing times vary; allow approximately 5–10 business days after ELLESI confirms that the refund has been issued.
Contact ELLESI
Email sales@ellesi.co.za, call 069 707 5352, or visit 130 St Georges Road, Observatory, Johannesburg, 2198.
Last updated: 22 September 2026