Frequently Asked Questions

Please read our FAQ before sending us a message.

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:**

  1. Go to My Orders on our helpdesk
  2. Select the item you want to cancel and click **Cancel items**
  3. Provide reasons for cancellation (optional)
  4. Click on **Cancel Checked Items**

**To cancel an order that has already been dispatched:**

  1. Go to My Orders on our helpdesk
  2. Select the **Request cancellation** option and proceed further
  3. 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:

  1. Proof of postage (like a receipt)
  2. The tracking number
  3. 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:

  1. 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.
  2. 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:

  1. 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.
  2. Liquids such as toiletries cannot be delivered outside South Africa.
  3. Joie products cannot be delivered outside South Africa.
  4. 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.

We currently ship to majority of Countries.

Please reach out to our support through our helpdesk for more shipping information.

 

We’ll send you an email 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 on the My Accounts section on our website. If an order includes multiple items, each may have separate delivery dates and tracking information.

 

Once you’ve placed your order, it usually takes 24 to 48 hours to process it for delivery. It also depends on what type of shipping method you have chosen at checkout.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

  • United-States: 4-5 days
  • France: 6-7 days
  • UK: 7-8 days
  • Germany: 6-7 days

 

We offer fast shipping on a select number of countries:

  • United-States: 24h ($14)
  • France: 1-3 days ($24)
  • UK: 1-3 days ($24)
  • Germany: 1-3 days ($24)

 

Deliveries in Europe will have to pay custom taxes.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer to the website of the delivery partner handling your delivery.

OR

Recipients of international shipments may be subject to import taxes, fees, and customs duties (hereafter, “Import Fees”), levied by the customs office of your shipping destination. Import Fees vary according to the customs regulations of the destination country.

Components that play a role in Import Fee calculations are (among others):

  • Product category and price
  • Shipping costs and package weight
  • Customs clearance channel
  • Import taxes based on custom duty amounts

Customs policies vary widely, and some countries don’t charge Import Fees for shipments that fall below a minimum value. Contact the customs office of the destination country for more information.

 

A package may be undeliverable if:

  • The package is damaged in
  • The recipient refused
  • The address given is Always check your address before placing an order.
  • Nobody is available to accept the delivery after multiple

All undeliverable packages are returned to us and we issue a full refund (if the payment is already made).

Our courier partners can’t retrieve and deliver an undeliverable package, even if it is at a local courier station. If you still wish to purchase the item, place a new order.

 

If you’re not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

We urge you to plan and coordinate the purchase in a manner that someone is available to accept the shipment at the provided delivery address.

 

  • You can only change till such time that we have not billed and shipped your order, you can add/remove landmarks from the address however changing of complete delivery/ shipping address cannot be You can send us a message and request for address change.
  • For completely changing the address, you can always place a new

 

We apologise for this experience.

Most packages arrive on time, but, sometimes, the tracking may show as “delivered” and you don’t have your package.

If your order consisted multiple items and only few were delivered to you, it’s possible that the other items in your order were dispatched in another shipment. To confirm, check My Orders section

If that’s not the case:

  • Can you please check the delivery status from My Orders section through our helpdesk to see if the package was accepted by either your neighbours or building
  • Or you may want to wait until the end of the day (9 pm). Sometimes, the delivery agent might accidentally scan your package as delivered, while it’s still in transit

If this doesn’t help, please reach out to us by sending a message and we’ll get back to you as soon as possible

 

We listen to our customers and constantly innovate to serve their needs. With Do not Disturb deliveries, you can select a preferred ‘safe location’ (could be your front door, security guard or mailroom) and the delivery associate will deliver the order at the selected location without disturbing you, by not calling you or ringing your doorbell. You will receive a picture of the package in its delivered location in the delivery notification. Our trained delivery associates and customer service teams are always at your service to ensure your delivery is safe.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

We urge you to plan and coordinate the purchase in a manner that someone is available to accept the shipment at the provided delivery address.

 

You can request to reschedule the delivery of your order shipped any time before delivery.

If you want to change a delivery date, send us a message and we will try to accommodate your request.

Note:

We cannot expedite or reschedule to a day before the estimated delivery date.

 

 

At checkout you are able to select up to 2day expedited shipping through FedEx.

 

 

We will always try to get your order to you in the most efficient and sustainable way possible. However, on occasions, there is a possibility that your order may come in MORE THAN ONE SHIPMENT due to stock availability and your items having to be picked from different places.

This means that your items WON’T NECESSARILY BE SHIPPED AT THE SAME TIME and you may receive an email advising that ‘Some items in your order are on the way’. If this happens please don’t worry, the remainder of the items in your order will arrive shortly afterwards.

This is completely normal and there is no need to contact our support team on this occasion. However, if you experience significant delays we will, of course, be there to help.

You can also keep an eye on the status of your orders by accessing your account / order page.

If you order has been a split shipment, you will see the status of your order as ‘PARTIALLY FULFILLED.

We take extreme care to not spam our customer’s mail boxes. However, due to personal settings sometimes our emails may land in your spam / junk mail folder. You will need to add ‘Company’ mail ids ( abc@xyz.com ) into your trusted sender list.

For e.g.

  • Open Gmail
  • From your Gmail inbox, open the email you have
  • Click on the arrow next to the reply button on the top right hand corner of the
  • From the drop down menu, click on “Add sender to contacts”
  • Alternately, you can go to the spam folder, select the mail from’Our Company’ and then click ‘Not spam’ button to add’Company Name’ into your trusted source.

 

 

We can help you retrieve your password if you go to forgot password page in My Accounts section, and enter your email ID registered with us. We will email instructions to reset your password to the email ID provided.

 

 

Yes, most of your personal detail is editable. It can be done in the My Account section under edit profile tab

 

 

You can unsubscribe from the e-mail list by making the changes in our profile in the My Account section. Alternately, you can click on the unsubscribe option in the e-mail received by you to unsubscribe from that type of e-mail.

 

 

Depending on your email provider and your email settings, your confirmation email might have gone into your Junk or Spam folder. Please check there first.

If you still can’t find it, you can check whether we received your order and what status it’s in by following these steps:

  1. Log in to your My Account area on the Online Store or our helpdesk
  2. Go to the My Orders section
  3. You’ll see the orders we have received, with the most recent first
  4. Your order will be in one of several

NOTE: If you placed an order as a guest, you will not be able to view it in My Account unless you know the order number and have an account on the Online Store. If you have both of these things, you can add the order to your My Account area by entering the order number into the ‘Add Order By Number’ box in the My Orders section.

 

 

Please check the following:

  • Check you’re using the same email address you used to sign up
  • On the bottom right of the main website, there is a small flag where you select which store to shop on, ensure you’re on the correct store as your login is unique to your location
  • Have you just forgotten your password? ‘Link’

If all else fails, get in touch with support and we’ll look into it a little further for you!

 

 

We’ll be sad to see you go, but please get in touch with our team via our helpdesk and a member of the team will advise of the next steps to take.