Personalization
Do personalization options apply to all products?
No, Not all products have the same personalization options. Each product will have its unique personalisation options (See personalization capabilities under each product description.)
How do I send my picture for personalization?
Note: Picture personalization Currently available for P4-Round Fiesta
Send your personalized picture to orders@pilati.co.za
Supported file formats include JPG, PNG, and PDF.
Are inappropriate pictures or sayings allowed for personalization?
No, We will not accept any inappropriate pictures or sayings for personalization.
1. Sexually Explicit or Suggestive Content
- Nudity or pornography
- Sexually suggestive poses or clothing
- Images shared without consent (e.g., revenge porn)
2. Violent or Graphic Content
- Images showing extreme violence, blood, or injuries
- Depictions of abuse, torture, or death
- Animal cruelty
3. Hate Speech or Discrimination
- Images promoting racism or any form of bigotry
- Symbols of hate groups (e.g., swastikas, KKK imagery)
4. ILLegal Content
- Child exploitation material (this is criminally prosecutable worldwide)
- Images involving drug use or criminal activities
- Invasion of privacy (e.g., hidden cameras, private moments shared without consent)
5. Harassment Or Bullying
- Photos used to mock, shame, or embarrass someone
- Deepfakes or manipulated images intended to defame
6. Culturally or Religious Offensive Images
- Images disrespecting religious symbols, practices, or clothing
- Depictions that may be considered blasphemous or sacrilegious
Can I send my name or message via email?
Yes,Only once personalization feature has been added whilst choosing your gift and payment is made at checkout however we suggest you write your name(s) and / message whilst choosing your gift to avoid any delays or at Checkout.
Use orders@pilati.co.za to send the relevant modifications.
Note: Ensure personalization option is paid for @charge whilst choosing your Gift.
What kind of personalization options are available?
Options vary by product, but may include,
1. Custom short messages (Maximum of 3 words) and / names on bases such as cooler, luxury boxes, bucket etc.
example, I love you, Happy birthday, Happy anniversary, etc.
2. A typed letter personalized message as per client request , short message and name in front of the letter .
3. Name(s)on champagne glasses.
4. Name on flask.
Note: No inappropriate messages will be accepted.
Is there an extra charge for personalization?
Yes, most personalization is charged unless the gift includes specific personalization features.
You’ll see any added personalization costs reflected whilst selecting your gift options.
Note: Ensure all personalization options are selected whilst choosing your gift, failure to do so will leave your gift standard and void of any personalization.
What if I forgot to personalize my Gift?
Unfortunately, we cannot amend your order once order is processed and in for production however we suggest you personalize whilst choosing your gift before checkout to avoid any disappointments.
Note: All orders are processed immediately after checkout. We do not guarantee any assistance on this matter however we suggest you contact orders@pilati.co.za or contact us immediately after payment on our landline.
Can I preview what my personalized gift will look like?
Unfortunately Not at this moment, however we will ensure your gift is as stunning as it can be.
I made a mistake in my personalization — can I change it?
If you let us know in time before production, we can Unfortunately , if production has commenced we will charge for re-run at cost communicated based on the work done already,however we recommend you contact us within 1 -3 hours of placing your order.
There is no guarantee we can assist you however its worth a try, contact orders@pilati.co.za or contact us on our landline immediately.
Do you offer bulk orders with personalization for corporate or event gifts?
Absolutely! We specialize in bulk personalized gifting for events of any nature. Please contact our team at orders@pilati.co.za or call us on our landline.
Are personalized gifts returnable or refundable?
No, personalized items are made to order, they are non-returnable and non refundable unless they arrive damaged or incorrect.
I have changed my mind and I don't want my Gift anymore?
If you let us know before production preferably 1-3 hours we can stop production, Unfortunately, if production has begun based on the phases of production a fee will be applicable, all personalized gifts are made to order and no returns will be accepted unless gift is damaged or incorrect.
I’m not sure what to write as a custom message. Can you help?
Of course! You can contact our gifting specialists for tailored ideas based on the occasion.
Standard Ideas:
1) I love you.
2) I'm Sorry.
3) Happy Birthday.
4) Happy anniversary.
Custom ideas:
1) Will you marry me?
2) You deserve more!
TIP: Its all up to YOU! Just remember why you are getting them a gift in the first place.
Delivery
Where do you deliver?
We offer delivery across South Africa. If you’re unsure whether we deliver to your area, feel free to contact us.
How long does delivery take?
Gauteng Region:(Non- Personalized Gifts)
- All non-personalised orders will be subjected to 1 -3 business days delivery.
- Express - Same day delivery is based on non-personalised orders in Gauteng. Subject to company.
- All personalized Gifts will be delivered within 3-5 business days. (Order in advance to avoid disappointment)
Other Regions (National):
- Non-personalized Orders shipped to all other provinces will take 3 - 5 business days.
- Personalized orders shipped to all other provinces will take 3-6 business days.
Why do personalized gifts take long?
Attention to detail comes at a cost, our aim is to ensure you receive your gift spec'd to the T.
Note: In most cases, gifts can be delivered sooner however we suggest planning in advance to avoid any disappointments.
Why do I have to pay for delivery?
Your Gift is special and therefore we have to make sure it gets to you, wherever you are!
Can I add track my Gift?
Yes, a link will be provided to you and you will be able to track your gift.
Do we offer same day delivery?
If your item is not customized and a gauteng delivery, its highly possible however the general answer is, No, all gifts are made on order.
Do you deliver on weekends or public holidays?
We deliver Monday to Friday. Weekend or public holiday delivery may be available in some areas at an additional charge. Contact us to arrange special delivery times.
Can I schedule delivery for a specific future date? (like months in advance)
Yes, however only bulk orders for now. contact orders@pilati.co.za or contact our landline for more information.
Bulk orders?
- Events (any nature)
- Corporate.
- etc.
All individual orders placed via our online store will be delivered as per stipulated delivery dates. However contact us and find out, we may just assist.
What happens if the recipient is not available at the time of delivery?
If the recipient isn’t available:
- Our courier will attempt redelivery
- A message will be left to arrange a suitable time
- Alternatively, the gift may be delivered to a neighbor or safe location if permitted.
Note: To avoid delay or disappointment, We suggest ensuring you can arrange to receive the gift as per estimated delivery date.
Can I change the delivery address after placing my order?
Yes, if your order hasn’t been shipped yet, we’re happy to update the delivery address. Please contact us as soon as possible to make changes.
However if delivery address needs to be updated after failed delivery of original address,a delivery surcharge will apply.
What if my order arrives damaged or late?
We take great care in packaging and delivery. If your gift arrives late or damaged:
- In the event of damage, Please take a photo and contact us within 24 hours.
- We’ll investigate and offer a replacement or refund where appropriate
- We will collect damaged gift(s) and ensure we replace them or refund their entire gift.
Late delivery:
we try everything to ensure your gift arrives on time, please contact us immediately when your gift has not arrived as promised.
Contact our landline as soon as possible and we will attend to the matter.
Other Related Questions
I am Allergic to some food items ?
No problem, please let use know at check out and notify us on the note available at check out, this will allow us to respond to the request or notification as soon as possible.
otherwise, send us an email on orders@pilati.co.za as soon as possible preferably 1 -3 hour(s) within checkout or call us on our landline.
Note: If any allergens are present, we’ll gladly replace them with suitable alternatives of equal value.
Can I buy a gift card for someone?
Absolutely! Navigate to Gift card on the top bar and follow the prompts to purchase a gift card that suits your budget.
Do we replace items that are out of stock?
Yes, items or products that are out of stock will be replaced with items of similar value.
Note: In most cases, we will contact you with the relevant replacements via email.
What happens if the flavor or actual product is not as the picture?
In the event where items are out of stock, we will replace the item(s) with similar items of same value. Item variants such as flavor cannot be selected.