These may include:
- Slight alignment differences when album artwork is cut and positioned.
- Minor variations in the straightness or dimensions of the glass due to hand cutting.
- Small print bubbles or minor print imperfections.
We take care to ensure every completed plaque meets our quality standards before dispatch.
Custom Album Art & Images
- Customers should upload the highest-quality image available.
- Low-resolution, blurry, compressed, cropped, or otherwise poor-quality images may affect the final print quality.
- Glass Plaque SA cannot be held responsible for poor print quality resulting from a low-quality image supplied by the customer.
- If no custom image is uploaded for a music plaque, we may use the original album or song artwork where available.
- The online plaque creator is intended to provide a preview of your personalised plaque. Minor differences may occur between the digital preview and the final printed product.
Turnaround Time
Our standard production schedule operates Monday to Friday.
Standard Production: Orders are generally processed between 09:00 and 16:00. Production normally begins the following Monday after payment has been received and is usually completed by Friday of that production week.
Delivery: Once production is complete, delivery generally takes approximately 2-3 working days, depending on the destination, courier availability, and courier performance.
Estimated Total Turnaround: Customers should generally allow approximately 7-10 working days from confirmed payment to delivery.
Please order in advance where your plaque is required for a particular occasion or date. Our plaques are handmade and require sufficient production time.
Framed plaques may require up to an additional 3 working days.
Turnaround estimates are not guaranteed delivery dates unless specifically confirmed by Glass Plaque SA in writing.
Priority & Urgent Orders
Where available, customers may select an expedited production option.
Priority Order - R100
A Priority Order skips the normal waiting period and is placed into the current available production batch. This may reduce processing time but does not guarantee completion or delivery by a specific date.
Urgent Order - R150
For Urgent Orders, we aim to complete production within approximately 2-3 working days, subject to production capacity and availability.
If you require your plaque for a specific date, please provide the date when ordering. We will make reasonable efforts to accommodate it, but selecting an Urgent Order does not constitute a guaranteed delivery date unless confirmed by us in writing.
- Priority and Urgent options are not available for framed plaques.
- Expedited production times exclude courier/delivery time.
Communication & Order Updates
We aim to provide customers with updates as their order progresses through stages such as:
Design -> Printing -> Packaging -> Delivery
Updates may not be provided every day because some production stages require several days to complete.
Customers are welcome to contact us for an update after 5 working days from the order date.
If your order is time-sensitive, please select an available Priority or Urgent option when placing your order rather than relying on standard production.
Delivery Policy
Glass Plaque SA may use different delivery providers depending on the destination, availability, cost, and delivery requirements. These may include The Courier Guy, PostNet, Uber Connect, local delivery drivers, or another suitable courier service.
For nearby deliveries, we may use Uber Connect or a local driver where this provides a more suitable delivery option.
Delivery times are estimates and may vary due to location, courier capacity, public holidays, weather, operational delays, or circumstances outside our control.
Additional Courier Charges
Certain high-risk, rural, remote, or out-of-range locations may attract additional courier charges. Where an additional fee is required by the courier, we will notify the customer.
The delivery amount charged at checkout may also account for packaging, handling and administration, and therefore does not necessarily represent the courier's direct charge to Glass Plaque SA.
If you require a particular delivery method, this must be arranged and confirmed with us before dispatch.
Once the order has been dispatched, available tracking or delivery information will be provided via the customer's supplied contact details.
Packaging, Damage & Product Care
All plaques are packaged carefully to minimise the risk of damage during transportation.
Because glass is fragile, customers should handle their plaque carefully once received.
If your plaque arrives damaged, please contact Glass Plaque SA as soon as reasonably possible and provide:
- Your order number.
- Photographs or video showing the damage.
- Photographs of the packaging where relevant.
Where we confirm that an item was damaged before delivery or contains a production defect attributable to Glass Plaque SA, we will arrange an appropriate replacement or reprint in accordance with this policy.
Production-related printing errors reported and approved by Glass Plaque SA may be reprinted at no additional production charge.
Claims should preferably be submitted within 14 days of receiving the order so that the issue can be assessed promptly.
Damage caused after delivery through dropping, incorrect handling, improper storage, misuse, or other customer-related damage is not considered a production defect.
Personalised Products, Returns & Replacements
Glass Plaque SA products are made specifically according to each customer's selected music, photographs, messages, sizes, framing choices and other customisation instructions.
Because these are personalised products, we generally cannot accept returns simply because a customer changes their mind after production has begun.
If we make an error in producing your plaque, or the product has a confirmed manufacturing defect, please contact us so that the matter can be assessed and an appropriate remedy arranged.
Where a replacement is approved, it will ordinarily be for the same product or an item of equivalent value.
Nothing in these Terms and Conditions is intended to remove or limit any rights a customer may have under applicable South African consumer law.
Customer Approval & Order Accuracy
Before completing your order, please ensure that the information supplied is correct, including:
- Song selection.
- Artist.
- Uploaded photograph.
- Personal message.
- Plaque size.
- Frame selection.
- Delivery information.
- Contact details.
Where the website provides a design preview, customers should carefully review the preview before approving their design.
Once a personalised order enters production, changes may not always be possible.
If you notice an error after ordering, contact us as soon as possible. We will try to assist if production has not yet progressed beyond the point where changes can reasonably be made.
Payments
Production will generally begin only once the required payment has been received or successfully confirmed.
For EFT payments, customers should use the provided order/reference number when making payment.
Orders awaiting payment verification may remain on hold until payment has been confirmed.
Support
For questions, order assistance or complaints, contact Glass Plaque SA:
Email: info@glassplaque.co.za
WhatsApp: +27 81 647 0836
Customer support operates Monday-Friday, 09:00-17:00.
We aim to respond within 24 working hours.
Customer support is closed on weekends and applicable public holidays.
Acceptance of Terms
By placing an order with Glass Plaque SA, you confirm that you have reviewed the details of your order and agree to these Terms and Conditions.
Last updated: August 2026