Frequently asked questions
Do you offer returns, exchanges, and refunds?

Yes, we do. Orders that require a return or exchange for change of mind or incorrectly ordered products must be returned within 14 days of the date of purchase.

All returns, refunds, or exchanges must be accompanied by a valid proof of purchase. This includes your invoice number, date of purchase, and item details. Without this information, we are unable to process any return or exchange.

Please see our returns policy here.
What if my product is faulty?

Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.

We offer a 6-month product warranty on our products from the date of purchase. If you discover a manufacturing defect (which can happen as all of our products are hand-crafted) within the 6-month period, we will happily repair your product upon assessment by our production team. In certain instances (like your cat chewing or scratching the product) the damage will not fall under your warranty.
When will my order arrive?

All Nep + Plu pieces are carefully handcrafted and finished in our in our Cape Town Studio. We hold completed stock on hand in our Studio and orders will normally be dispatched within 2-5 working days of a successful order if the items are in stock.

Once your order has shipped, be sure to check your email for tracking updates.

Delivery times vary depending on your location but standard shipping generally takes between 2-5 business days to arrive.
How do I track my order online?

Once we’ve received your order, we’ll send you an email with live tracking details. 

You can also keep an eye out on your order status page under your customer account.
Where are Nep + Plu products made?

All our pieces are designed and crafted in Cape Town (the Mother City), allowing us to directly invest in local skill and craftsmanship.

We collaborate closely with a select group of trusted manufacturing partners across the city who share our commitment to exceptional quality and thoughtful design. While we occasionally source specialized materials from international suppliers, every piece is carefully finished in our Cape Town studio.

This approach combines global resources with local expertise to create pieces of outstanding quality and beautiful design.
How much does shipping cost?

We offer free local shipping for orders over R1,900. Alternatively, shipping is calculated automatically at checkout based on your shipping address. You will always know the shipping price before you purchase.
What happens if my product gets lost or arrives damaged?

Please contact us via our contact form.