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Customer Communication Policy

The Skullery Customer Service & Communication Policy

At The Skullery, all of our products are handmade or made to order, and we take great care to provide each client with personal and detailed service.

To ensure that every enquiry is handled accurately and efficiently, all customer service communication is handled via email only.

Why We Use Email

Email allows us to:

• Keep accurate records of orders and requests

• Track conversations and ensure nothing is missed

• Provide clear and detailed responses

• Assist clients in the order in which enquiries are received

• Offer the best possible service for custom-made products

Because our items are made individually, enquiries often require checking measurements, fabrics, orders or production details. Email ensures we can assist you properly.

WhatsApp & Social Media Messages

While we appreciate messages via WhatsApp, Instagram and Facebook, these platforms are not monitored for customer service enquiries.

For assistance, please contact us via email:

The Skullery:
orders@theskullery.co.za

Response Times

Please allow 1–2 business days for a response.

During busy production periods, responses may take slightly longer, but we will always assist you as soon as possible.

Order Enquiries

When emailing, please include:

• Order number

• Name used on the order

• Description of the enquiry

This helps us assist you faster.

Our Commitment

We are committed to providing thoughtful, professional service and high-quality handmade products.
Email communication allows us to give each client the attention their order deserves.

Thank you for your understanding and support of small local manufacturing.