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FAQs

1.1 What are you doing to ensure safety? 

Team members as well as in-store visitors are temperature checked, and requested to sign-in. 

Our team only reports for work if they are fit and healthy.

The store is kept clean and tidy, both at the start and end of the day.


 

1.2 What about the safety of your drivers? 

Our delivery partners have health and safety protocols which they are responsible for implementing, which include monitoring the health of their drivers and sanitising vehicles. 

 

1.3 How do I return products if I can’t visit the post office/a parcel drop-off location due to movement restrictions? 

We organise pick-ups directly from your home, so there is no need to go to a post office or other drop-off location.

 

1.4 Are you operating a normal delivery service? 

Yes – we are delivering as normal.

 

1.5 Is your store at A4 Arts Foundation open? 

As a precaution, we are open by appointment as we continue to monitor official advice and take all necessary precautions. Our entire catalogue is accessible at proto.a4arts.org should you wish to view our offerings remotely and place your order online.

 

1.6 If my order is delayed does that affect my returns period? 

No, you have 28 days from receipt of your order to request a return, and a further 14 days following your request to return your order to us. If, for any reason, you cannot make your return request or arrange collection at this time, please contact immediately so that we do our best to assist you within the stipulated time-line.

 

1.7 Can deliveries be contact free? 

Yes contact-free delivery is available on request from our courier.



2. What can I expect from proto~?
proto~ is  a place to become acquainted with young and emerging artists, explore studio environments, collect and become a custodian of small artworks and curious objects. Every purchase at proto~ ensures that you become a mini-patron of the arts, as your contribution goes directly towards A4 Arts Foundation’s mandate to support the arts ecology – offering our services to practitioners and providing access to publics.


3. I am a practitioner. Can my goods be sold at proto~?
Possibly, yes! Please fill out our form to submit a proposal. If your submission is successful we will be in touch. 
Unfortunately, due to the volume of requests proto~ receives, we are only able to respond to successful applicants.

4. How do I make an online purchase? 

Making a purchase online is easy:
Simply click the ‘Add to Cart' button alongside your desired product. Your chosen item will appear in your shopping cart at the top right-hand corner of the screen; as you continue to shop or browse the site, you can click on the cart to see its contents any time (the button is at the top right on your screen with a bag icon). 
When you’re ready to place your order, select 'Checkout' and follow the prompts to complete our sales process. 
If you have any problems, please contact us.


5. How do I find a specific item?

If you know exactly what you are looking for, you can search our online store by product category in the menu, or by material or colour under the categories menu.Once you have selected your desired category, you can filter the listings further using the options on the left of the page. Throughout the site, there is also a search function in the top right-hand corner, which can be used to look for products using keywords, artists’ names, titles, colours and materials.
 
6. How do I know if an item is in stock? 

Most items shown are in stock. For products that are recently out of stock, a white ‘Sold Out’ tag will appear below the price. You will not be able to add any out-of-stock items to your cart.
 
7. What payment methods does proto~ accept? 

We accept Visa and MasterCard. 
 
8. Is it safe to use my credit card online at proto~? 

Our chosen online service providers work hard to ensure your purchase is safe and secure. Credit card payments are processed by our partner PayTabs which uses the  latest version of Secure Socket Layer (SSL) system, you can view additional information about PayTabs security here.
 
9. How will I know if you have received my order? 

After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items are located, will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are out of stock, we will notify you and your payment for the items will not be processed.
 
10. When will I receive my order? 

Orders are shipped and delivered Monday to Friday. On the day of delivery, a nominated time slot will be sent to you via text as an approximate window but delivery time may vary. 

11. Can I collect my order instead?

Yes, you can arrange pick up from our store in Cape Town at A4 Arts Foundation, 23 Buitenkant Street, District Six. You will be asked to present the order confirmation email when collecting.
 
12. Am I able to track my order? 

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. 
 
13. Can I exchange my order? 

If you would like to exchange one item for another, you must first return the original item and then place a new order. If this occurs within five (5) days, you may be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly. No exchanges or returns of items will be accepted after 28 days. 
 
14. How do I return an item? 

The provision of goods and services by proto~ is subject to availability. In the unfortunate case where a purchase was processed and the product is unavailable, proto~ will refund the client in full within 30 days.
Cancellation of orders by the client before delivery of purchase will attract a 25% administration fee.
Free-of-charge refunds are applicable within five (5) days from the day of delivery of purchase.
The following applies to all products returned after five (5) days, and within 28 days from the date of delivery of purchase. 
Before returning any products, please make sure that all of the following conditions apply:
The item must be returned in its original packaging;
The item should be in its pre-sale condition, with no signs of wear. 
 Returns will fall into the categories as outlined below: 
If the product has a defect and if all of the above conditions are satisfied, we will refund the value of the returned item. Excluding original shipping costs. 
b)  Upon receipt of your order, if you are unhappy with your purchase, but the product has no defects, proto~ will offer a suitable replacement within the same price group, or a store credit – provided that the above conditions are satisfied.
c)  No refunds or exchanges on any discounted items. 
d) No returns or exchanges after 28 days. 
 
15. In what packaging will my goods be delivered? 

At proto~ we use a 100% recyclable box with a proto~ seal. All our packaging is free of charge. 
 
16. Will proto~ have seasonal sales? 

Due to the nature of our product we do not run seasonal sales.
 
17. Do I have to pay duty and import charges? 

Duties will differ depending on the country you are shipping to. The shipping company will contact you once your items are with your local customs to let you know the cost. It will be your responsibility to pay the necessary charges for local authorities to release the goods, which may delay your delivery time. Please note, duty is applied as a flat-rate percentage of total item value for all products. 
 
18. Is my personal information kept private? 

Yes. Please be assured that we consider all of the information you share with us to be private and confidential. At no point will we share, rent or sell your personal information without your consent. In order to register as a user of proto~, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. In order to process credit card orders online, you will be asked to fill in your billing address, shipping address, telephone number, credit card number and credit card expiration date. This is necessary to process your order and inform you of its delivery. Our chosen online service providers work hard to ensure your purchase is safe and secure. Credit card payments are processed by our partner PayGate, which uses the  latest version of Secure Socket Layer (SSL) system, you can view additional information about PayGate security here.
We do not store your credit card information, nor take responsibility for any breach in this regard. Please note that proto~ does not keep any of your details on the proto~ website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.
 
19. How do I keep my account safe? 

In order to keep your proto~ account safe, we recommend you follow the simple steps below.
a) When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is.
b) Use a unique password on proto~. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on proto~.
c) Do not use the same password for your email accounts as you do on sites like proto~.
d) Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to keep your password updated.
e) Change your password if you suspect that any of your accounts on any website has been compromised.

20. How can I stay up to date with what proto~ is up to? 
You can follow us on Instagram at @proto.a4. You can also subscribe to A4’s monthly newsletter here.  


21. How do I contact proto~? 

If you have any further questions, please contact us by email at proto@a4arts.org. We are available from 10:30 AM to 5:00PM, Monday to Friday.

22. How do I buy a gift card? 

Gift cards are unavailable at present.