Here are a few quick answers to some FAQ's - for our full Terms and Conditions please click here.
1.) How are your illustrations and products made; and by whom?
All illustrations are created by me, Liesl van der Hoven. I like to work with gouache and coloured pencils on paper. I also enjoy combining my illustrations with photos of my fabric toys and dolls in nature to illustrate my books and stories.
Toys: To create our fabric toys, my illustrations are printed on 100% cotton fabric using non-toxic, water-based inks that remain soft to the touch. You can read more about the fabric printing process I use here. The toys are sewn and stuffed either by me, or by one of the ladies helping me with sewing. I check every completed product personally to ensure that it is of the highest quality.
Books: Our books are printed and bound in Cape Town, South Africa using the best quality printing techniques and materials available.
2.) Can the fabric dolls and toys be cleaned if they get dirty?
Yes, the fabric that has been printed with my illustrations is colourfast and can be washed. Because the toys have been stuffed, special care should be taken to prevent stains and water rings from forming, and to prevent lumpiness and/or damage to hair.
Spot-cleaning is preferable, but the sleepy animal pillows can also be hand-washed with a mild detergent. After washing and drying, the pillow should be plumped up and the filling moved around a bit to prevent lumps from forming.
Instructions for spot cleaning a doll or toy*
- Lather a small amount of mild soap with lukewarm water and gently work it into the dirty spot.
- Wet a corner of a clean, colourfast face cloth or towel with lukewarm water and gently dab the soapy area to remove all soap.
- Take a dry towel and press down on the wet area to lift the water that has soaked into the stuffing. This will help to prevent water rings once dry.
- To dry, wrap the entire area being treated in a dry towel to absorb excess water.
- Do not dry in direct sunlight or close to a heat source that could damage the fabric.
*If the stain is on the doll’s face, spot treat the entire face to best prevent water rings and ensure even coloring once dry.
* Be very gentle and do not scrub at the fabric, especially on the face. Friction can damage the fabric and cause the print to fade.
* A doll’s hair may be spot cleaned in the same way. Please do not comb or brush the hair – preferably keep the hair in the original style.
3.) Could you gift wrap an item for me?
All Fairy Caravan products are sent out beautifully packaged and will arrive ready to be presented as a gift!
4.) Where can parcels be delivered to?
The Fairy Caravan delivers all over the world, using fast, reliable courier services.
International parcels are sent via DHL Express.
All packages are sent with a tracking number to ensure that your parcel reaches you safely, and your items are packaged securely to reach you in perfect condition.
5.) How much time should I allow for delivery?
Most items are shipped within a maximum of 3 days (including weekend days) from the day your order was placed. For example, if you order late on Friday afternoon, your parcel will only be shipped on Monday morning. Orders that are placed on weekdays are usually shipped the next morning.
If shipping within less than 3 days is not possible (for example for a custom made item), it will be indicated in the item description on the website.
Delivery via all of our courier services (local and International) usually takes place within 72 hours after the parcel has been picked up from us. I will notify you as soon as your parcel has been dispatched and will also give you an indication of when you can expect your parcel to arrive.
Please note that International parcels may be delayed at customs, depending on your country's policies, so please place your order in time for that special birthday or event! Also be aware that customs fees, taxes and duties may be payable upon delivery of International orders.
If you do not receive your package within the expected period of time, please contact me so that I can investigate.
6.) What if I need to return something?
If you change your mind about your purchase, please contact me as soon as possible to inform me of your decision. Items may be returned to me within 7 days (excluding delivery time) of receiving it. The item must be returned in the same condition in which we sent it you, to qualify for a refund for the price of the item.
Please note that shipping fees are non-refundable. Please contact me as soon as possible so that I can organise the return shipping and please keep your proof of postage. Claims for lost parcels cannot be accepted without the presentation of proof of postage.
7.) What if the item I received is damaged?
If the item you received is damaged in any way, please contact me immediately so that I can investigate. A clear photograph of the problem will help me to identify what went wrong. Any damaged items supplied by us will be replaced.
8.) Can I place a wholesale order for Fairy Caravan's products?
Please do get in touch if you are interested in becoming a stockist of Fairy Caravan's products.
9.) Is it true that you have Fairies helping you?
Yes, I do! Be careful when you open your parcel from Fairy Caravan, sometimes a fairy from our studio decides to go looking for a bit of adventure! Jumping into a parcel is an excellent (and fast) way of travelling!