Here is a list of our most frequently asked questions. If you can't find your question here - please pop us a mail at email@example.com and we will help you as best we can!
What payment methods do you accept?
We accept the following:
Credit Card / Debit Card
Pay Just Now: please visit their website for more information: www.payjustnow.co.za
When will I receive my order?
Once you have paid for your order, it will be dispatched after 1 - 2 working days. Once with our courier, you should receive your package anywhere between 2 - 5 working days. This all depends on where we are sending your package to of course.
On Launch Day (6th September) we will however be dispatching all orders placed over a 2 week period. This is due to the high volume of orders we receive. Once this backlog clears - we will be back to normal dispatch time.
Can you deliver to a PO BOX address ?
We use The Courier Guy who delivers door to door. So please ensure you add a physical address including your suburb when you check out and ensure that someone will be home during the week - Monday to Friday (9am - 5pm) to receive your parcel. You may use your home or business address as long as it is a physical address with someone to receive and sign for your parcel.
Do you charge for shipping?
National parcels (in South Africa) are FREE if you spend R750 or more to all major cities and towns. If you do live in an outlaying area then you will be asked to pay a fee of R160. However if you spend above R1000 or more it will be free. Please select the correct shipping fee upon checkout.
One of the items that I ordered arrived damaged or is faulty- what do I do now?
Damages happen. We personally check that everything sent to our customers is of the best quality but sometimes your package can get thrown around in transport. So please let us know within 10 days of receiving your order. Send us photos to firstname.lastname@example.org of the damage and we can assess what the problem is and how to deal with it. We want you to be happy! We will then arrange for collection and either process a refund or send you the correct item.
I want to return an item I bought incorrectly and exchange it for another product - can I do this?
We will be happy to return and refund/replace if your product but only within 10 days of receiving it. You will be liable for the return cost as well as the new delivery fee should you wish to replace an item.
The goods must be in their original packaging - unopened and undamaged - and the goods need to be packaged appropriately for transport (i.e. enough protective wrapping to ensure the product won't get damaged during transport). If we receive a damaged product (that left your hands undamaged) we unfortunately cannot refund you. Once we receive your package and it is in a sellable condition, we will refund you with pleasure. We do not accept returns or exchanges on any sale/discounted items.
I live outside of South Africa - can I return my order if I am not satisfied ?
Unfortunately not, we do not offer any returns on orders outside of South Africa. We will however answer any questions you do have on an order you wish to purchase should you live overseas. Send us an email to email@example.com if you have any questions at all.
Can I buy something from your website and send it to a friend as a gift?
Your most certainly can!! We are more than happy to send your package to your friend - just ensure their correct delivery details are mentioned in the check out section. We do not include any invoices in our parcels.
OMG I love your stuff and want to blog / tag / post about it ASAP! Can I?
OMG YES! We would love that! Please send us an e-mail and we can chat! If you do end up blogging about us without letting us know - please just remember to link to our website / social media handles (@alexalilyshop).