Frequently Asked Questions

Orders

We will definitely try to help with any changes. However our orders are processed and shipped really quickly so if you need to make changes (like quantity, packaging, weight or product) please Contact Us as soon as possible so we can see what we can do to help!

As soon as your order has been dispatched from our warehouse you will receive a confirmation email containing a tracking link so that you can follow your package while it’s on the road!

You will receive your order within a 2-5 working days, depending on whether you are in a main centre or outlying area.

Payments

We use the local service provider PayFast to process our online payments. This payment gateway accepts payments using Visa, Mastercard and Zapper. PayFast also offers an instant EFT payment option.
At time of checkout, simply choose your preferred payment method. If you choose to pay by credit card, you will be requested to enter your card details. Your credit card will only be charged once you have selected to proceed with your order.

  • Firstly, download the app on to your smartphone:
  • Once you have downloaded the app, select the Zapper payment option on the payment method page, select complete order and scan the code to make payment off your smartphone.
  • Whilst you are processing this payment, do not press any buttons on the webpage as this will interfere with our receiving of the order.
  • Once the payment is processed on Zapper, the Zapper page will automatically redirect to your order confirmation.

Shipping & Delivery

We unfortunately need you to provide us with a physical address where someone will be present to sign for the order, this is a requirement of our courier service to ensure your parcel gets to you safely.

Orders over R700 are shipped free to Major Centres within South Africa. Major centres are: Bloemfontein, Cape Town, Durban, East London, George, Johannesburg, Kimberley, Nelspruit, Polokwane, Port Elizabeth, Pretoria

R100 standard shipping for all orders under R700 in major centres. Receive within 3-5 business days.
R110 express shipping for all orders under R700 in major centres. Receive within 2 business days.

– Express shipping applicable Monday – Thursday. Orders need to be placed by 12pm. 
– All express shipping orders placed Friday – Sunday to be delivered by close of the following Tuesday. Additional R60.00 for Regional areas (more than 50km’s from a Major Centre);
 
Additional R125 for all Power Stations, Plots, Farms;
Additional R230 for Remote areas and Townships;
Additional R330 for Consulates and Embassies.

Products & Packaging

It goes without saying that everything is packaged plastic free! When you choose your product you will be given the packaging options that are available for that particular product. These can include a brown bag, muslin bag, glass bottle or jar.

We have made it easier for you by giving you different weight and volume options. Unfortunately you will need to select from this list. And if you’d like more then you can simply add in more than 1 as the quantity.

We strive to maintain our stock levels in line with demand. However, from time to time we may become out of stock of a certain product. If one of our products is out of stock and you would like us to notify you when it is available, please Contact Us with the product name, size and colour you are looking for and we let you know when it’s in stock again.

Returns or Exchanges

It all depends on what you’d like to return. We unfortunately cannot accept returns of any food products (unless it has been supplied incorrectly and we are at fault). Anything other than food we do allow to be returned or exchanged at no charge, as long as it’s within 10 days of the the date of purchase. To be eligible, items must be undamaged, and unmarked, and in their original packaging. If you wish to exchange an item please contact us and we will be in touch.

If you don’t receive your parcel after 7 days of purchasing please get in contact with us so we can try and trace it with the courier company. Please bear in mind that our couriers are outsourced suppliers so we unfortunately cannot take responsibility for items not received. However we will do whatever we can to make sure you receive your order.

Should we accidentally deliver the wrong product to you or if the product is not as described on the website, please notify us immediately. Do not remove the product from the packaging including any of the stickers or labels. We will rectify the problem in 1 of 3 ways (it’s up to you to decide):

  • deliver the correct item to you as soon as possible (if available); or
  • send you a voucher for the purchase price of the product; or
  • issue a refund (using the same method of payment you originally used for the purchase).

Yes, you can. As long as it’s not food products. We unfortunately cannot accept returns of any food products (unless it has been supplied incorrectly and we are at fault). Anything other than food we do allow to be returned or exchanged at no charge, as long as it’s within 10 days of the the date of purchase. To be eligible, items must be undamaged, and unmarked, and in their original packaging. If you wish to exchange an item please contact us and we will be in touch.

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