Frequently Asked Questions


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Orders



How do I place an order?



It’s easy! Simply search or browse for the item you want. Once you find the product you want, add it to your cart. You can view your cart on the “Your Account” page. Once you are happy with your products, update the desired quantities and then proceed to checkout. You will need to login or register to purchase items. Choose your desired payment method, and then place your order.

After you have placed your order, your invoice will be emailed to you. So please ensure that you entered a valid email address.

If you prefer, you can also email us your order. Please be exact as which items you want by providing the item code, quantity, and your information like shipping address, contact number etc. We will then place your order and email you your invoice. We will also register you on our website where you will be able to download your invoice or view the status of your order.



How can I get my invoice if I have not received it?



If you have not received your invoice, you can download it on your Order Details page. To get to this page, log into your account, and click on “Sales History”. Then click on the Order that you have placed to open up the Order Details page. You will be able to download your invoice here.



How long will my order take?



We try to keep a reasonable amount of stock of all our items.  If the items are in stock, then it will typically be shipped to you the next day after full payment was received.  It will then take an additional working day to reach you.

If we don't have enough stock of the items you want, please contact us and we will indicate when we receive more stock.  Please contact us well in advance of your function date to avoid disappointment.



What happens if my items are out of stock?



If the items you want are out of stock, we will notify you via email before we place the order for our products. You can then choose other items from our catalogue, or request a refund. You also have the option to wait for the items to come back into stock. 



How much stock do you have of my desired item?



You can see how much stock we have left on each product page.  The amount is normally very accurate, but if you are unsure before ordering, please contact us.  Items in stock will go to the first person that paid for the items in full.  If the items go out of stock, you will then need to wait until we receive more.



What is the status of my order?



You can view the status of your order on your “Order Details” page.



Is there a minimum order quantity?



No, we don't have a minimum order quantity on any of our items.



Can I update or cancel my order?



If you wish to cancel or change your order, please let us know as soon as possible.  You can only cancel it if we have not shipped it to you already.



Why was my order cancelled?



You need to make payment within 2 weeks of placing your order, otherwise we will automatically cancel your order. This does not apply to orders where a deposit was paid. If you want to continue with the order, you will need to place a new order. If it so happens that you qualified for a special and your order was cancelled, you will loose this special discount as well. (Unless the special is still running, then you will still qualify).

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Payments



What payment options are available?



We make use of PayFast. PayFast is a secure payments processing service for South Africa. With PayFast, we are able to receive payments via Credit Card or Instant EFT. You are also able make a direct deposit into our account if you prefer. Our banking details are available on the Contact Us page.



Do you store my banking information?



No, we do not store any bank or credit card information on our systems.

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Delivery



What are my shipping options?



We ship all our orders using The Courier Guy. After we have shipped your order, we will email you your tracking number where you can view the status on their website. You can also log into your account and get your tracking number from your Order Details page.



How much does shipping cost?



For a detailed explanation on how much shipping cost, head over to the Delivery Page



Do you ship outside of South Africa?



At this stage we only ship within South Africa.



Do you ship to PO Box addresses?



No we do not. The Courier Guy requires a signature upon receipt of delivery for security reasons. This is to ensure that your items arrive at the correct destination.  If you provide a Postal Address when placing an order, we will not ship your products.  We will contact you to provide us with an alternative shipping address.

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Products



Do you have a catalogue I can download?



Yes, you can download the catalogue from our website on the main page. This will show all the products we have available for purchase.

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Other



I can’t log into my account



If you cannot log into your account, please make sure that cookies are enabled on your machine. If you are unsure how to enable them, send us an e-mail and the name of the browser you are using, and we will guide you through the process.



I’m having trouble placing an order



Please send us an email with the problem you are experiencing. We can place the order on your behalf, and then send you your invoice, and your login details to log in on the website.



I forgot my password



Please use the Forgot Password option on the Login Page.  After you reset your password, you will be able to change it again once you log in using the random password that was emailed to you.



If you have any other questions, please do not hesitate to contact us..