Shipping & returns
Shipping and Returns
How do you send my order?
We make use of an independent courier service to dispatch and deliver all orders. We cannot guarantee delivery times, so please ensure that you provide us with a daytime delivery address where someone will be available to receive your order.
The courier came, but I was not home. What now?
Please contact us on +2711 467 4145. We will need to arrange for the parcel to be delivered at another time. Additional charges may be levied which you will need to settle before the order is released.
What is the delivery fee on my order?
Delivery fees are automatically calculated and added to your invoice. Free Standard Delivery will be given to orders exceeding R1 000.00 including VAT.
Do you deliver internationally?
We are limited to delivering within South Africa and the adjoining Southern African countries. Counties outside of South Africa may require you to pay additional import duties and taxes. If you are not sure if this applies to you, please Contact Customer Care on +2711 467 4145 before you place your order.
My order never arrived.
If you do not receive your order, please have your order number ready and Contact Customer Care on +2711 467 4145. Once delivery verification has been reported by our domestic delivery service, we are unable to re-dispatch or refund for packages not received.
An item is missing from my shipment.
If an item is missing from your order, please have your order number ready and Contact Customer Care on +2711 467 4145.
I received damaged goods.
We unconditionally guarantee our products to be free of manufacturing defects for one (1) year from the date of purchase when used as directed and maintained between 35° and 105° Fahrenheit. If you feel that you have received damaged goods, please have your order number ready and Contact Customer Care on +2711 467 4145 within 24 hours of receipt so that a damage claim can be processed. The damaged goods will be collected from you before a replacement is dispatched.
How do I report a complaint?
If you wish to report a complaint, please Contact Customer Care on +2711 467 4145. Your feedback is important to us.
Can you ship to my P.O. Box address?
We make use of an independent courier service to dispatch and deliver all orders and therefore only deliver to street addresses.
How do I cancel my order after it has been placed?
To ensure that orders get to our customers as quickly as possible, our system begins processing orders as soon as they are placed. As a result, most orders cannot be cancelled after they have been placed. In some cases, if you call us (during business hours) on the same day of placing your order, we may be able to cancel it. Contact Customer Care on +2711 467 4145.
If we are unable to cancel your order, we will provide you with instructions for returning your order and receiving a full refund.
What is your return policy?
We unconditionally guarantee our products to be free of manufacturing defects when stored and used as directed on the individual product labelling.
If the product and its packaging are unopened and unused, we will accept the return of the goods, within 14 days of the delivery date. Only once goods are received back, in good condition (unopened, undamaged and unused), at our warehouse will we process the return.
If you wish to make a return, please Contact Customer Care on +2711 467 4145, before arranging for goods to be returned. Courier cost of return will be for your own account.
How do I contact you?
You may contact our Contact Customer Care on +2711 467 4145. Our Customer Care team is available from 8 am to 4 pm, Monday through Friday.
How do I return my order?
To initiate a return or exchange, please Contact Customer Care on +2711 467 4145.
Refunds for items returned within 14 days of the delivery date will be made in the form of the original payment minus return delivery costs. Please note that it can take up to 5 business days to process a return or exchange from the date it is received at our warehouse. No refunds or exchanges on used/opened items, sale items or last call items.
The acceptance of delivery from the independent courier service is an Acknowledgement that the articles were delivered to you in good condition. Goods damaged in transit to customers are the responsibility of the customer to report to within 24 hours so that a damage claim can be processed.
If you have received the wrong product, please contact customer service on +2711 467 4145 within 48 hours of receiving the incorrect item.
I received the wrong product.
If you have received the wrong product, please Contact Customer Care on +2711 467 4145 within 48 hours of receiving the incorrect item.