We’ll send you an email and SMS once your item has been dispatched, with the expected arrival date and a link to track your order.
Alternatively, you can find tracking information in your order details in the My Accounts section on our website or app. If an order includes multiple items, each may have separate delivery dates and tracking information.
We can only make changes to orders that have not yet been shipped. We are unable to make modifications to your order once it has been marked as “shipping,” or “delivered”.
Please contact support via the helpdesk to make changes to your order.
OR (Alternate Answer)
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
- Changing the item or size
- Delivery/billing address
- Adding items to your order
- Shipping method
There is a 15-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button.
After 15-minutes, it is too late to cancel the order and you’ll need to follow our returns process.
IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.
– If you realize that the package is damaged before accepting the delivery, please do not accept the delivery and immediately inform us.
– If you have accepted the delivery and then realized that the package is damaged please feel free to send us a message through our helpdesk within 24 hours of receiving the package. For details please refer to our “returns policy“.
**To cancel orders that aren’t dispatched yet:**
- Go to My Orders on our helpdesk
- Select the item you want to cancel and click **Cancel items**
- Provide reasons for cancellation (optional)
- Click on **Cancel Checked Items**
**To cancel an order that has already been dispatched:**
- Go to My Orders on our helpdesk
- Select the **Request cancellation** option and proceed further
- The item(s) will be returned to us for a refund (if the payment is already made)
**Note**
In case you’re still contacted for delivery please refuse to accept it.
We process your refund within 5 business days. Once the refund is processed the refunded amount will be returned to your original payment method within a few days. Exactly how long this process takes depends on your payment method.
Credit and Debit cards – Visa Mastercard and Maestro take up to 2 working days.
Paypal – Takes up to 5 days.
Electronic and Instant Bank Transfers (EFT) – Takes up to 7 business days
OR (Alternate Answer)
Due to increased volume there may be ADDITIONAL DELAYS IN YOUR REFUND BEING PROCESSED.
- We only offer refunds onto the original payment method used to make the order!
- For purchases made by part-card, part-gift card, the refund will be applied to the gift card first!
- Refunds will be actioned within 7 days from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
You’re still waiting on your refund, right? We know this can be annoying!
Depending on the country you’re from & the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary, so please bear this in mind before contacting our team.
- Please note that once your items have been RECEIVED BY THE WAREHOUSE, it can take up to 7 days for your order to be processed and your refund to be actioned.
It can then take 5 days for your refund to appear in your account after the refund has been processed.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.
But if you need to get in touch with Customer Support about your return, please include in your message:
- Proof of postage (like a receipt)
- The tracking number
- Your order number
We’ll then get back to you as soon as we can!
You can apply promo code during checkout before making the payment.
If you face any issues, please send us a message with your promo code and we’ll assist you 🙂
You can download invoice after you have paid for your order from My Orders section.
We will also send you an email attaching your invoice once the item is delivered
If you want to make a change to the invoice (for example, the billing address, reference), then send us a message.
In this message, clearly state what you would like to have changed. Please note that editing the invoice can take up to 5 business days.
OR (ALTERNATE ANSWER)
We are not able to amend an invoice which has already been issued
You have the option to indicate in the shopping bag, by checking the ‘gift wrap’ box, if you would like any item to be gift wrapped. We do charge additionally for gift wrapping. However, please note the gift wrapped item will be packaged inside our regular packaging to ensure that it is not tampered with, or damaged in transit.
You can easily place a home delivery order via two possible ways:
- Shop online – Go to ‘store website’ and create your own shopping cart – Search and pick items from our catalogue, then add them to your cart and place an order.
- WhatsApp Chat order – Place an order by sending “Hi” on our Whatsapp number XXXXXXXXXX and simply follow steps to place an order by just typing your grocery list in chat.
Because of shipping and import restrictions, we can’t deliver some products to countries outside South Africa or Africa. Here are the restrictions:
- Products classed as food or drink cannot be shipped to addresses outside South Africa. This includes items like our souvenir chocolate bar and chocolate coins.
- Liquids such as toiletries cannot be delivered outside South Africa.
- Joie products cannot be delivered outside South Africa.
- Levi’s products cannot be delivered outside South Africa.
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Your order number
- The name of the item you did not receive
- The name of the item you received in it’s place
- A clear photograph of the item you have received, including logo
Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!
You may be asked to return the incorrect item back to us through our returns process. See our ‘Returns’ page, if you’re not sure how to do this.
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Your order number
- The name of the item you did not receive
Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
Anything accidentally or incorrectly returned our way (that’s not a ‘Company’ item) will be the responsibility of the sender, not ‘Company’s’.
We’ll always do our very best to help out, but unfortunately we can’t make any promises!
When we can, we’ll give you the option to pre-order unavailable items. you’ll see the option on the product page, where possible. We’ll give you an estimated time frame and make sure you receive your order as soon as stock is available. easy.