1. How does your delivery service work?
We know how important it is to receive your goods when you expect them. We a large network of couriers to deliver goods from our website to you. We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your parcel. Deliveries can be made anytime between 7am and 9pm. An update will be sent to you via text message and email once your parcel has been picked up.
To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates via SMS (Text) and/or E-mail.
Please be advised that it may not be possible to deliver to certain areas. In such cases, we will contact you to ask if you would like to proceed with the order by providing an alternative delivery address or cancel the order altogether.
All ordered products will be delivered in our own packaging. Please be careful when opening your order so as not to damage it, especially when using sharp objects. It is your responsibility to ensure that the product is not damaged during this process.
2. Can I track my order?
You can check the status of you’re here
3. Can I change my delivery address?
We are unable to change any part of your order or change the delivery or payment method once your order is complete.
4. What happens if I’m not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as we need proof of identification as well as payment for CASH on DELIVERY orders. You may provide an authorization letter for the receiver of your parcel. Our assigned delivery team will contact you if there is a delivery attempt. If no one is present to receive your order, we will leave an attempted delivery card indicating time of unsuccessful attempt as well as instructions on re-delivery or how to contact customer service for further advice as to how to proceed.
If you refuse to accept delivery or are unavailable for three consecutive delivery attempts, we reserve the right to cancel the order and refund any amount paid to us to your e-wallet as store credit, credit or debit Card Company as applicable.
5. Can I have my package redirected to a different address?
For your security, we can't change the address your order is being sent to. If you're not in when a delivery is attempted our courier will leave a card giving instructions for re-delivery.
6. My order has not arrived yet
If your order has not arrived by the estimated delivery date, please check the following:
- Log in to your account to check that we have the correct delivery address for your order and your contact details are up to date.
- Check if you have a text message, email or attempted delivery card from one of our carriers.
If you still can't find your package, please email us at firstname.lastname@example.org, send us a message here at messenger or contact us directly at 0925-860-8016 with your Order Number and any details you can provide about your order. We'll reply as soon as possible and do our best to locate your package. If it cannot be found, we will arrange a replacement or refund for you.
7. I have received a damaged item
We want to resolve any issues with damaged items immediately. As soon as you discover a fault, please contact our Customer Care team at email@example.com with the order number, the faulty item's name and number, and a description of the fault. We’ll get back to you as soon as possible and send you a replacement item as quickly as we can.
8. I have received an incorrect item in my order
We want to resolve any issues with incorrect items immediately. Please contact our Customer Care team at firstname.lastname@example.org with the order number and the incorrect item's name and number. We'll reply as soon as possible and try to resolve it for you as quickly as we can.
9. An item is missing from my order
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If an item is still missing and any additional packages have not arrived within the estimated delivery dates, please contact our Customer Care team at email@example.com, send us a message here at messenger or contact us directly at 0925-860-8016 with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.