Do you deliver across South Africa?
Yes, we deliver throughout South Africa. Whether you are based in a major city such as Johannesburg, Cape Town, Durban, or Pretoria, or living in a smaller town, we will make sure your order reaches you. Delivery to main centres usually takes between two and four business days, while deliveries to regional or outlying areas may take between three and seven business days depending on the courier network.
Do you offer international shipping?
At the moment, Viola ships only within South Africa. However, we often receive interest from customers abroad. If you are outside South Africa and would love to order from us, you are welcome to get in touch via email and we will explore whether special arrangements can be made.
How long will my order take to arrive?
Orders are processed within one to two business days after payment is confirmed. Once dispatched, you can expect delivery within the timeframes mentioned above, depending on your location. You will also receive a tracking link by email so that you can follow your order’s journey from our studio to your door.
How much does delivery cost?
We aim to keep shipping simple and affordable. Standard delivery is offered at a fixed rate across South Africa, and orders above a certain value may qualify for free delivery. For customers who prefer a faster option, express delivery is available in select metro areas for an additional fee, which will be displayed at checkout.
How do I track my order?
Once your order has been shipped, you will receive an email confirmation with a tracking number and a link to the courier’s website. This will allow you to follow the progress of your parcel in real time until it reaches you.
Can I return or exchange an item?
Yes, you can return or exchange an item within thirty days of receiving it, provided the item is unused, unworn, and in its original packaging with tags intact. If you would like a different size, style, or colour, we will gladly exchange it for you if stock is available. Where exchanges are not possible, you may choose between a refund or store credit.
What should I do if my order arrives damaged or incorrect?
If your order is damaged, faulty, or not the correct item, please notify us within seven days of receiving it. Send us an email with your order number and photographs of the issue, and we will arrange a replacement, exchange, or refund at no extra cost to you.
What payment methods do you accept?
We accept a variety of secure payment methods, including Visa and Mastercard debit and credit cards, instant EFT through trusted gateways, and mobile wallet payments where available. All payments are processed securely to ensure your details remain safe.
Can I cancel or change my order after placing it?
If you wish to cancel or make changes to your order, such as updating your address or size, please contact us as quickly as possible. If the order has not yet been dispatched, we can make the necessary changes or cancel it. If the parcel has already been shipped, you can still return it after delivery by following our Returns Policy.
Do you offer custom or made-to-order outfits?
Yes, some Viola pieces can be made-to-order or customised for a more personal fit. If you have a special request, reach out to us with your requirements, and our team will guide you through the process and let you know what is possible.
How do I care for my Viola fabrics and garments?
African fabrics are known for their bold prints and colours, and with the right care they can last for years. We recommend hand washing in cold water with a mild detergent and air drying in the shade to protect the vibrancy of the fabric. If you prefer machine washing, turn your garments inside out and use a gentle cycle. When ironing, press on the reverse side with low to medium heat.
Are there items that cannot be returned or exchanged?
For hygiene and safety reasons, certain items such as headwraps, geles, earrings, and other personal accessories cannot be returned or exchanged unless they are faulty. Custom or made-to-order products are also not eligible for return unless defective.
How will I receive my refund?
Refunds for approved returns are processed to your original payment method within five to seven business days after the returned item has been received and inspected by our team. You will be notified by email once the refund has been processed.
What if I am not available when my delivery arrives?
If you are not available when the courier attempts delivery, the courier will usually try again or make contact with you to arrange a convenient time. In some cases, the parcel may be taken to a nearby collection point. If a delivery fails after multiple attempts, the parcel may be returned to us, and we will contact you to make new arrangements.
How can I contact Viola for further assistance?
Our customer service team is always ready to help. You can reach us by email at [Insert Support Email] or via phone or WhatsApp at [Insert Phone Number]. Our operating hours are Monday to Friday, 9:00 AM to 5:00 PM (SAST). We aim to respond to all queries as quickly as possible.