SHIPPING & RETURNS
We do our best to ensure that orders leave our warehouse in Johannesburg, South Africa within 24 hours of receipt of your order. Depending on the area the goods are being delivered to, your purchase may take between 2 and 10 days to reach you once shipped from our warehouse. From time to time the delivery of specific items may exceed our stated delivery time frame for reasons outside our control. We endeavour to process all orders as quickly as possible and will send you an email confirmation once your order has been dispatched or if we expect any delays.
Estimated delivery costs for your purchase can be calculated in the shopping cart. Delivery costs are calculated by the size and weight of the items, plus the delivery location. Delivery costs are automatically calculated when you checkout and are displayed as a line item in your costs.
On delivery, you may be required to sign a proof of delivery document. If you are not available to take delivery, you may be liable for penalty and or extra delivery charges.
We work with a number of delivery partners and courier companies in order to deliver nationwide. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised. Any changes made to the delivery address or other details after placing an order are contingent on the status of the order in our warehouse, These changes may incur additional charges, which we reserve the right to request to add to your original delivery charge.
Change of Mind
We want you to love our products and enjoy your shopping experience with us. If you change your mind, you may return your purchase to us within 7 days of the date of purchase unopened and in an “as-new” condition. This means that the product has not been opened or packaging damaged in any way. You will be responsible for the shipping costs of the change of mind return. This includes the cost of shipping the product to you and returning the product back to us. To arrange a change of mind return, please contact us with your full name and order number, and our customer service team will assist you in arranging the return. Change of Mind Returns will be issued a store credit valid for 12 months.
Returns and refund of faulty items
All our products come with guarantees governed under the South African Consumer Law. You may be entitled to a refund or exchange for faulty items. We also reserve our right to repair/replace an item. All returns requests must be accompanied by a transaction confirmation or a receipt number from your purchase. Failure to do so may result in your request for a refund being rejected.
In the event that you believe that you are entitled to a refund or exchange, please contact our customer service team with the following details:
- your full name and address;
- the original order number; and
- the reason for claiming the refund or exchange
- This Faults and Warranties policy does not cover:
- Normal wear and tear
- Damage arising from improper assembly or modification
- Damage arising from abnormal use or abuse
- Damage, wear and tear as a result of improper or lack of maintenance and/or care
- Damage to external or product packaging only
- Insignificant minor variations in dimensions or finish.
Returning products to us
Once your request to return a product has been processed, we will contact you to finalise the arrangement for the returns. Returns will only be accepted when accompanied by an authorisation number provided by our customer service team.
Condition of returned products
We reserve the right to assess the condition of a returned product prior to offering a refund or exchange. This may result in a refund or exchange being refused by us.
Return delivery charges
We will not be responsible for lost, stolen or damaged return deliveries. We recommend that you return the product to us via Courier so that the delivery can be tracked, and that you take out shipment insurance.
We will take responsibility for shipping costs to return products to us. However, we reserve the right to charge you for any postage costs incurred for returns, should a refund or exchange be declined or if you’ve changed your mind.
Provision of refunds or exchanges to you
After assessing the condition of the returned products and if your refund is approved, we will send you an email confirming that your refund has been issued. Refunds will generally be processed within seven (7) business days of our receipt of returned products.
All refunds will be issued via the same payment method used to purchase the products. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within ten (10) days of us notifying you that a refund has been issued.