Frequently
Asked Questions

Readily available pieces take 2-3 working days, custom made pieces take 7–14 working days, depending on the pieces ordered and your delivery address.

Should you urgently need your order made within a shorter time frame, please call and verify with the Layback Atelier office before placing your order online.

Once you have completed checkout, you will receive an order confirmation email containing your order number. Please keep this number and include it whenever you contact us about your order.

Please contact the Layback Atelier office as soon as possible and quote your order number. Changes cannot be guaranteed once a confirmed order has entered production or has been dispatched.

If your delivery address is incorrect, contact us before dispatch so that we can confirm whether it can still be updated.

Once your order has been completed and handed to the courier, tracking details will be sent to the email address or contact number supplied with your order.

Contact the Layback Atelier office using the contact details on our website. Please include your order number, full name, contact details, and a short description of the assistance you need.

We accept EFT, Visa, Mastercard, Visa Electron, Mobicred, and Payflex. The payment options available to you will be displayed during checkout.

Online payments are handled through secure third-party payment providers that protect your payment and personal information. Always make sure you are shopping through the official Layback Atelier website before entering payment details.

Yes. Orders continue to be processed during busy and sale periods, but production and delivery may take longer than usual. We will contact you if a material delay affects your order.

Eligible, normally priced items may be returned or exchanged within the applicable return period. The item must meet all condition and hygiene requirements, and approval remains subject to the Layback Atelier Returns Policy.

You have up to 7 days from receiving your purchase to request an eligible return or exchange. Requests submitted after the seventh day may not be accepted.

The item must be unused, unworn, and in the same condition in which you received it. Please keep the original packaging and provide your order confirmation or proof of purchase.

Contact the Layback Atelier office before sending or bringing back an item. Include your order number, the item concerned, the reason for the request, and clear photographs where the item is faulty or incorrect.

Our team will confirm the next steps. Items may be assessed at Ellis House, 23 Voorhout Street, Bertrams, Johannesburg, 2094, only after arrangements have been confirmed with the office.

For hygiene purposes, face masks, underwear garments, and bodysuits cannot be returned or exchanged. Items purchased on sale are also not eligible for return or exchange.

If the wrong size, colour, or item was ordered by the customer, collection costs are payable by the customer and the redelivery fee is R300.

If the garment is faulty or Layback Atelier supplied the incorrect item, we will cover the applicable redelivery charges once the issue has been verified.

Contact the Layback Atelier office as soon as possible with your order number, a description of the problem, and clear photographs. Once the fault or fulfilment mistake has been verified, our team will arrange the appropriate return, exchange, or redelivery.