Shipping Policy

Shipping Policy

At UrbanStencil, we understand that when it comes to custom decor, every detail matters—from the design to the moment it arrives at your door. That’s why we’ve created a clear and transparent shipping policy to ensure you know exactly what to expect when ordering with us.

📦 Where We Deliver

We currently offer nationwide delivery across South Africa.
Unfortunately, we do not offer international shipping at this time.

We also provide installation services within Pretoria and surrounding areas, including Centurion, Midrand, and selected parts of Johannesburg. Installation is not included by default and must be arranged directly with us.

🛠️ Made-to-Order Process

All of our products are custom-made to order, whether you choose an existing design from our website or submit a request for a custom project.

Here’s how it works:

If You Choose a Design from Our Website:

  • Your order enters production within 1–3 business days.

  • Once printed, your order is dispatched and delivered within 2–5 business days via one of our trusted courier partners.

If You Request a Custom Design:

  1. Design Drafting: A digital proof or mock-up is sent within 1–2 business days.

  2. Approval Required: You must approve the design before we proceed to production.

  3. Production: Once approved, we move your order into the standard 1–3 business day production queue.

  4. Shipping: Delivery follows within 2–5 business days.

⏱️ Please note: Custom and large-volume orders may require additional production and delivery time. We will communicate estimated timelines upon order confirmation.

🧾 Delivery & Courier Details

  • We partner with multiple courier services, selected based on your region, order size, and delivery speed.

  • All parcels are dispatched with tracking, and you’ll receive a tracking number via email once your order is shipped.

  • Some couriers may send SMS notifications with tracking links or delivery updates, depending on their system.

Delivery Timeframes

  • Standard Delivery: 2–5 business days from date of dispatch.

  • Delivery Days: Monday to Friday only. No deliveries on weekends or public holidays.

  • Remote Areas: Deliveries to outlying or rural areas may require additional time.

Priority/Express Delivery

We do not offer express delivery as a standard option, but if you are facing a tight deadline, please contact us directly before placing your order. We’ll do our best to accommodate your timeline where possible.

💰 Shipping Costs

Shipping fees are calculated based on:

  • Your location (region or province),

  • The size and weight of the order, and

  • The type of products being shipped.

We aim to offer standardized shipping rates where possible, but large, oversized, or heavy items may incur additional charges. Any extra shipping costs will be communicated to you before finalizing your order.

We currently do not offer free shipping, regardless of order value.

🔧 Installation Services

UrbanStencil offers professional installation services for products such as wall vinyl, frosted window decals, and signage, within Pretoria and nearby areas only.

Installation Booking Process:

  • After you place your order and production is complete, we’ll contact you within 1–3 business days to schedule an installation appointment.

  • Installation costs are not included in online purchases and are quoted separately based on your location and the complexity of the job.

  • Installations are carried out weekdays only unless otherwise arranged.

All installations are documented and photographed after completion as part of our quality assurance process.

📬 Order Notifications & Tracking

  • You’ll receive an order confirmation email immediately after checkout.

  • Once your order is printed and shipped, you’ll receive a dispatch notification with your courier tracking number.

  • You can use the tracking link to monitor your parcel’s journey from our studio to your doorstep.

🚨 Shipping Delays, Damages & Missing Items

Delays:

  • Courier transit times are estimates and may be affected by weather, strikes, or peak season volumes.

  • If your parcel is delayed, first check with the courier using your tracking number.

  • If the delay is unresolved or excessive, contact us and we’ll assist where possible.

Lost or Missing Parcels:

Damaged Orders:

If your order arrives damaged:

  • Notify us within 30 days of receipt.

  • Email us with clear photographs of the damaged item(s) and packaging.

  • Once damage is verified as courier- or production-related, we will issue either a full refund, partial refund, or replacement, depending on the situation.

We do not require damaged items to be returned.

Note: We do not insure high-value items during delivery, so please ensure you use a secure delivery address and inspect parcels upon arrival.

🧾 Additional Notes

  • Weekend Delivery: Not available.

  • Signature/Receiving Requirements: Please ensure someone is available to receive the parcel during delivery hours.

  • Incorrect Address: UrbanStencil is not responsible for parcels lost due to an incorrect shipping address provided at checkout. Please double-check your details before submitting your order.

📞 Need Help?

If you have any questions about shipping or require special arrangements, we’re here to assist.

📧 Email: info@urbanstencil.co.za
📱 Phone: +27 82 660 6481
🕒 Business Hours:
Mon – Thurs: 8:00 to 17:00
Fri: 9:00 to 16:00
Weekends & Public Holidays: Closed