Delivery Policy
Last updated: 20 August 2026
This policy explains how and when your order reaches you. It forms part of our Terms and Conditions and should be read with our Refund and Cancellation Policy.
1. Where we deliver
We deliver within the borders of South Africa only, to street addresses and to business addresses. Our courier does not deliver to Post Office box numbers.
We do not currently ship internationally. Digital products are available anywhere with an email address.
2. Delivery cost
Delivery is free on all printed products delivered anywhere in South Africa. There is no minimum order value and no surcharge for outlying areas.
Digital products carry no delivery charge.
Where a redelivery is needed because the address supplied was incorrect or incomplete, a redelivery fee may apply. We will always tell you the amount before charging it.
3. How the timeline works
Every personalised book is previewed and approved by you before it is produced, so the clock is driven by your approval rather than by the date of your order.
| Stage | Timeframe |
|---|---|
| Order placed and photographs received | Day 0 |
| We build your book and email you a digital preview | Within 3 to 5 business days |
| You review, ask for changes if needed, and approve | Up to 5 business days, your call |
| Digital book emailed to you after approval | 24 to 36 hours |
| Printed book printed, packed and delivered after approval | 10 to 14 business days |
Business days are Monday to Friday, excluding South African public holidays.
If you approve the same day you receive your preview, a printed book typically reaches you around 13 to 19 business days after you order. Approving quickly is the single biggest thing you can do to get your book sooner.
Ordering for a birthday or for Christmas? Tell us the date in the order notes or by WhatsApp when you order. We will confirm in writing whether we can make it, and if we cannot we will cancel and refund you in full rather than let you miss the date.
4. How printed orders are delivered
Printed books are produced by our printing partner in South Africa and collected from there by a national courier.
- Deliveries take place on business days, normally between 08h00 and 17h00.
- Someone needs to be available at the address to accept and sign for the parcel.
- The courier will attempt delivery, and where it fails will contact you on the mobile number you supplied.
- Books are packed in protective packaging suitable for a keepsake item.
Tracking. When your order is collected by the courier we email you a tracking number and a link. If you have not received tracking within 10 business days of approving your preview, please contact us.
5. How digital orders are delivered
Digital books are emailed to the address supplied at checkout as a high resolution PDF, within 24 to 36 hours of your approval.
Please supply a valid email address and check your spam or promotions folder before contacting us. If the file has not arrived, email hello@taletime.studio and we will resend it immediately.
6. Delivery address accuracy
We deliver to the address exactly as you supply it at checkout. Please check it carefully, including the complex or estate name, unit number and postal code.
If you spot a mistake, contact us immediately. We can change the delivery address at no cost at any point before the parcel is collected by the courier. Once it is with the courier a change may not be possible, and a redelivery fee may apply.
7. Delays
We give realistic timeframes and we meet them the large majority of the time. Delays do happen, most often because of courier disruption, load shedding at the printer, public holiday volumes, severe weather or an address that needs clarification.
If your order is going to be late, we will tell you rather than leave you guessing, and we will give you a revised date. If a delay becomes unreasonable, you may cancel and we will refund you in full.
Delivery timeframes are estimates given in good faith and are not guaranteed dates, except where we have confirmed a specific date to you in writing.
8. If your parcel does not arrive or arrives damaged
Contact us at hello@taletime.studio or on 072 242 0390 with your order number.
- Not arrived. We trace it with the courier. If it is confirmed lost, we reprint and resend at no charge, or refund you in full if you prefer.
- Arrived damaged. Tell us within 14 days of delivery and send photographs of the book and the packaging. We reprint and resend at no charge.
Full detail is in our Refund and Cancellation Policy.
9. Risk and ownership
Risk of loss or damage passes to you once the parcel has been delivered to the address you supplied.
10. Contact
Tale Time Studio
- Email: hello@taletime.studio
- WhatsApp or telephone: 072 242 0390
- Physical address: 1 Howie Street, Rynfield, Benoni, 1501, South Africa
We answer delivery queries within one business day.