How does the ordering process work?

Once the order is placed and paid for we start packing it. We generally ship within 1-3 days of receipt of the payment, excluding weekends and holidays. Sometimes it does happen that we are out of stock of an item(s), in which case we will contact the customer via e-mail and notify them. Once an order is packed we will send a confirmation e-mail to the customer with a tracking number, where applicable.

How much does shipping cost?

It depends if surface mail or air mail is chosen during the checkout process. Surface mail is more economical than air mail but take much longer.

When will you be able to ship my order?

We mostly ship 1-3 days after receipt of payment. There are exceptions, though: we close for our annual holiday in December/January every year. Orders received during this period will only be shipped after we re-open in January.

How long does it take to reach me?

If we send your order by courier to an address in one of the main centres of South Africa, it will in most cases de delivered within 2-3 days (weekends excluded). Unfortunately we are not able to guarantee delivery times if the Post Office is used. International air mail (to the USA or Europe) takes on average 2-3 weeks. Parcels  may be help up in Customs which could cause further delays. We find the USPS.com website very helpful. Surface mail takes much longer: on average 3-4 months but it may take up to 6 months to be delivered to an address in the USA. We find the Post Office slow but reliable. In the more than 10 years that we have shipped website orders we have only ever had one order go missing. Should our customers wish to make their own arrangements for delivery, we won’t have a problem with that.

Do you provide a tracking number?

Yes, if one is available. In most cases they are.

Can you make it in such and such colour?

We work with a standard palette of colours. From time to time the raw materials we use change or become unavailable. If you want a Rhino, for example, with a yellow head, please let us know and we will oblige where possible.

How do you pack my order?

We use a double corrugated outer box. The ceramic items are wrapped in several layers of unprinted newsprint and carefully packed in the box. We stuff the box with newspaper and make sure noting inside the box can move around while in transit.

What if something arrives broken or damaged?

Please contact us immediately with a description of the damage and a photo and we will remedy the situation immediately.

Can you design a new product for me?

Unfortunately we do not do custom designs.

Is it possible to visit your factory and showroom?

Yes. We enjoy showing our factory to visitors. It is best to call or e-mail in advance to make an appointment as there are some days that we have to pop out to the bank or Post Office.

If we know when to expect you we will make sure there is someone available to show you around. The phone number at the factory is (021) 854-8618 and the e-mail address is info@thefenix.co.za. We sell our full range of products at the showroom.

What forms of payment do you accept at the showroom?

Cash, credit cards and Snapscan. We don’t accept Diners Club or American Express.

Do you issue Tax Invoices so that I can claim the VAT back at the airiport?

Yes, with pleasure. Please notify us of this requirement as early as possible.

What is the approximate size of the product?

All products vary in size – please check under each product under additional information. Majority of our products are measured with length

My item doesn't look exactly like what is on the website. Why?

Different colour combinations are used during the glazing process; the items ordered may not look exactly like those on this website.