FAQ & HELP
Occasionally we get customers contacting us to say that they are experiencing issues with the web site. We test and attempt to recreate each issue but generally cannot as the server and website are working correctly meaning that the issue is being caused by something out of our control. In a case like this we suggest that you clear your browsing history (you can select only the history related to our website) then close and re-open your web browser and try again. If the problem persists we would appreciate it if you can send a detailed explanation including screen shots if possible and we will look into it immediately.
Shipping, postage and collection of orders
Free shipping for orders over R1000.00
Post Office delivery which is calculated on the weight of the complete order and requires you to collect from your local Post Office
Door to door courier at a fixed cost of R120.00
Direct collection from our Westlake offices
What payment methods do you accept?
We accept the following methods of payment – Mastercard, Visa, EFT and Direct deposit. Our banking details are:
Universal Branch Code: 63-20-05
Account Number: 01 001 486 159
When will I be charged?
Payment is charged immediately after your order has been processed on the site.
How do I know my order has been placed successfully?
We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Once your order has been accepted and dispatched to you we will send you a confirmation email with your waybill number.
I did not receive a confirmation email
Please contact us on either 021-702 0721 or email us at firstname.lastname@example.org if you do not receive an acknowledgement email. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location.
The item/size I ordered is out of stock. Why was it on the website?
All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. Your order will go on back order and we will let you know when the item is back in stock to find out of you would still like to purchase the item.
How long will my order take to be processed?
We endeavour to process orders as quickly as possible as we know how exciting it is to get your order promptly, however please allow 2 – 3 days for delivery. Over the festive season, the delivery time can take a little longer.
Damaged Items On Delivery
Once your order has been despatched we cannot be held responsible for courier action during transit.