Q: What are your delivery options?
- A: We ship all our local (South African) orders (retail and bulk) using the Courier Guy Locker-to-Door Courier Service. All orders are dispatched by 12:00 the same day, or the following day (if the order was placed after 12:00).
Q: How much is your delivery fee?
- A: For all South African RETAIL ORDERS, our delivery fee is R80.
- A: For all South African BULK ORDERS for resale up to 5kg, our delivery fee is R80.
Q: What is your lead time on delivery?
- A: Main Centres: Delivery should be within 72 hours.
- A: Outlying Areas: Please allow up to 7 working days, depending on the final destination.
Q: Do you ship internationally?
A: Unfortunately not at the moment, but we’re working on it!
Q: How do I track my order?
A: You can track the exact whereabouts of your package in the following 2 ways:
- Directly on our third party carrier website : The Courier Guy – TRACK YOUR ORDER HERE >>> Courier Guy Local Deliveries
- Or, go to our website and click the “TRACK YOUR ORDER” item on our footer menu.
Q: What is your returns policy?
PLEASE NOTE: Due to the current COVID-19 pandemic, unfortunately returns and refunds will not be possible until further notice.
A: Customer satisfaction is very important to us! We are happy to accept returns for a full refund or exchange of product within 10 days of delivery date, provided the product is in its original condition. The customer is responsible for the shipping of the returned item. Please mail the package, or send it with Aramex, to our warehouse at: 55 Hanois Crescent, Plettenberg Bay, South Africa, 6600.
Please include a note with the following: Name, Order number, Email address, Shipping address, Are you requesting a refund or an exchange? *We reserve the right to deny any returns or exchanges if the item(s) depending on the condition of the items being returned to us.
Q: I sent my order back, when will I receive a refund?
A: All refunds will be issued once the package has returned to our warehouse. It will be manually processed within 3-5 business days. A refund will be issued and paid into your bank account via EFT. If you received the order as a gift, we can offer you a virtual gift card as an exchange. If you have any questions, please email them to email@example.com
Q: I received my headband(s) but it is defective/broken. What should I do?
A: Email firstname.lastname@example.org with a photo of the defective product, your order number and your shipping address. As long as it is still within 10 days of the initial purchase date, we’ll send you a replacement!
Q: Tracking shows that my order was delivered, but I can’t find it. What do I do?
A: If tracking information shows that your order was delivered but you can’t find it, please follow these steps
- Check that your shipping address was entered correctly.
- Check around the delivery location (if in an apartment or office block, check with the front desk/security).
- Contact the courier company with your waybill number – perhaps they can tell you where it is.
- Wait 36 additional hours – there are some instances where a carrier shows a package as ‘delivered’ a day or two before it is actually delivered.
- If you have completed all of these steps and still can’t find your package, please contact us.