Q. Do I have to be registered to use the website?
You can browse our products online and order as a transaction guest without having to register. However, if you would like to receive newsletters and also have the site remember you for your next visit we recommend that you do register. All we need from you are some basic details such as your name and address. We do ask you for your email address and phone number so that we can contact you about your order, but we will only use these in relation to your order, and occasionally our couriers may contact you by phone if they are having difficulty delivering your parcel. You can change your privacy settings in My Account to determine whether or not we can pass on your details to anyone else.
Q. What is the delivery time?
We aim to dispatch all orders within 2–7 working days of the order being placed and paid. However, at busy periods such as Christmas and during a sale or if you order any of our handcrafted items, the dispatch time can take a little longer, however, you will be notified of your delivery date as soon as your order process has been completed. If you are in a hurry for your order, please contact us at firstname.lastname@example.org. For more details please see delivery information.
Q. Can I send items as gifts to a different address or to my place of work?
We can dispatch your parcel to any address, including your place of work. However, if you have paid by credit card we do need to have your invoice address (where your card is registered) to authorise your payment. Please ensure that we have both addresses.
Please note: we will require a physical address where someone can sign and accept for the goods from our door to door couriers.
If you would prefer to have us deliver to a PO BOX we will only be able to deliver via the post office and that must be stipulated as such when placing your order via email at email@example.com.
Q. What happens if I don't like the items that I receive?
Our reputation depends on the accurate illustration and description of products in our catalogue. We aim to portray all items honestly and accurately, both in the image and the text. However, if you are disappointed with any of the items in your order, or if they are not as you expected, you can return them within 14 days after receipt, for a full refund. In the case of defective items, please notify our returns department at firstname.lastname@example.org
Q. I registered on your website a while ago, but now I can't remember my password. Help!
Don't worry. Simply go to the login page and click on "Forgot your password". All you have to do is type in your email address and you will immediately be emailed with instructions to reset your password.
Q. I was halfway through placing a large order on your website when I lost my connection. Do I have to start all over again?
If you were logged in when you started your order, your basket will have been saved. Simply login, go to My Account and click on Previous Baskets. From here you can reload your basket and proceed to the checkout, or carry on shopping.
If you have lost your connection and then come back on to the website, you will be prompted if you were halfway through a basket before being cut off, allowing you to resume from where you finished. This does depend on your computer set up and whether you have cookies enabled.
Q. I've heard a lot in the news about security issues, and my friends have told me not to give out my card details online. How secure is my data?
Your personal information is completely safe. Please see our dedicated Security Page for more information
Q. I'm not sure if I've registered or not. How can I tell?
To log in, you need to know your email address and password. If you cannot remember if you are registered, click on the forgotten password link on the login page.
Q. Can I put some things in my basket and save them until I'm ready to order?
All you need to do is add items to your basket, and they will then remain there until you are ready to order. If you close your browser session, you can reload your basket.
Simply login, go to My Account and click on Previous Baskets. From here you can reload your basket and proceed to the checkout, or carry on shopping.
Your baskets will not be saved for longer than 30 days.
Q. How do I track my order once it's been placed?
Firstly, by logging in to your account you can view the status of your order by clicking on My Orders. If your parcel has not been dispatched and you have an enquiry, please contact us on +27 74 729 1674 or email us on email@example.com If your order has been dispatched you will receive an email/sms once your parcel has reached our courier; by following the link you will be able to track your parcel. If you have any questions or concerns, please contact our friendly and knowledgeable Customer Support Team.
Q. Can I add to my order after I have sent it?
Unfortunately not. Once you have completed your order, it goes so quickly through the system that it is impossible to add or delete things. Please double-check your order before you click the final Send button. You are however welcome to start a new order with the additional item/s.
Q. After ordering from some mail order companies, I have been swamped with junk mail. How can I stop my details from being passed on to other companies?
When you register on our website you will be asked whether you want us to pass on your details or not. This is then transferred to our database. If you have already registered, and are not sure of your selection, please check your Privacy Options in My Account or Email firstname.lastname@example.org with your details and we will update your records.
You might also see that some lines are exclusive to the web site. These items can only be purchased online.