Help
FAQS
Quick answers about ordering, personalisation, delivery and returns.
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Ordering and personalisation
How do I personalise my order?
Choose a product, type the name you want (up to 12 characters) and, if you like, a number of up to three digits, then add it to your cart. Want a logo, a longer message or something else? Send us a custom order request and we will quote.
Can I add a logo or my own artwork?
Yes, for custom, bulk and corporate orders. Email your artwork to info@heybro.co.za. A high-resolution PNG, PDF or SVG works best.
I am not sure what to get. Can you help?
Of course. Tell us who it is for and the occasion and we will suggest ideas. You can also build your own gift box and we will put it together for you.
Proofs and production
Will I see my design before it is made?
Yes. We email you a digital proof within one working day. Nothing goes into production until you approve it.
What if I spot a mistake on the proof?
Just reply with the change and we will send a new proof. Please check names, spelling, numbers and dates carefully before you approve, because we make exactly what you sign off.
How long does my order take?
Once you approve your proof, your order is printed, checked and dispatched within five to seven working days. If you need it for a particular date, tell us when you order and we will let you know if it is possible.
Delivery and collection
Do you deliver across South Africa?
Yes, we deliver nationwide. Delivery is a flat rate of R150 per order.
Can I collect my order?
Yes. You can collect from our workshop by appointment. Let us know when you order and we will arrange a time.
Where is my order?
We will let you know when your order is on its way. For an update, contact us with your order number.
Payment
How can I pay?
You can pay securely by card at checkout. For bulk, corporate and custom orders we send you a quote first and confirm the payment options with you.
Returns and problems
Can I return a personalised item?
Because every piece is made to order with your details, personalised items cannot be returned or exchanged if you change your mind. This does not affect your rights if something arrives faulty.
What if my order arrives damaged or incorrect?
Contact us within 30 days with your order number and a photo, and we will put it right. Not right? We fix it.
Bulk, custom orders and gift boxes
Do you do bulk and corporate orders?
Yes. We work with schools, businesses, clubs and events, with volume pricing, consistent branding and one consolidated delivery. See Bulk and corporate.
Can you make something that is not on the website?
Very likely. Tell us what you have in mind and send us a custom order request. We will come back with ideas and a clear quote.
Do you make gift boxes?
Yes. Pick the occasion and the pieces on Build your own box, and we will personalise everything, pack it and send you a quote.
STILL HAVE A QUESTION?
Send us a message and we will reply within one business day, Monday to Friday.
