FAQ: PLEASE READ BEFORE YOU ORDER

Where are you situated?

We are in Faerie Glen, Pretoria, South Africa.

How Much Will Courier / Shipping Be?

We don’t offer free shipping at the moment.
We use PUDO and the Courier Guy.
Shipping starts at R65 for a PUDO to PUDO locker and from R80 for 5kg. The website will show you the pricing for shipping at checkout.
You may also choose to collect your order from us in Fearie Glen, Pretoria, by Appointment only.

PLEASE CHECK THE WEIGHT OF YOUR ORDER AND SELECT THE CORRECT DELIVERY OPTION.
Choosing the wrong delivery option will delay your order
Orders over a R1000 are not covered by INSURANCE, therfore you are advised to take the insurance option

!!!!! If your order is too heavy for the service you chose, we can not send your order until the correct amount for the weight is paid

Can I Collect My Order?

We allow collections by appointment only. PLEASE confirm that your order is ready to collect before sending a Courier to collect.

How long will it take to send my order?

If we have all the products you ordered in stock, we usually send out your order within 1-3 business day after your payment REFLECTS in our account. 

How long will my Parcel take to reach me?

Once your parcel has been collected by the Courier Guy:
Main areas takes from 1 to 3 working days. 
Outlying areas can take up to 5 working days.

Will you notify me when my order has been sent?

Yes, we will email with you your tracking number once its been booked with the courier.

Can I track my order?

Yes, you can click the link on your order confirmation or visit Courier Guy tracking page https://portal.thecourierguy.co.za/track
Insert your order number and click on Track

How do I pay for my order?

We accept the following methods of payment:
Payfast – we use the PayFast gateway to process payments by debit/credit card
EFT – you will find our banking details on your invoice, please use your order number as reference number

PLEASE DO NOT deposit cash into our account.
CASH DEPOSITED AT A BANK WILL HAVE A FEE OF UP TO R55, WE WILL NOT RELEASE YOUR ORDER UNTIL THIS FEE IS PAID — ATM PAYMENTS PLEASE ADD R10 SERVICE FEE TO YOUR ORDER

Is my card details safe with you?

We use PayFast to securely process card transactions. We do not have access to your card details

Can I see my previous orders?

Yes, if you created an account when you placed your order you will be able to see your order history in your account page.

What does backorder mean?

Backorder means we do not currently have the item in stock and that your order will be delayed until the items is back in stock.
You can expect a delay of up to 10 working days if your order contains backorder items.

What is your Return Policy?

There are NO RETURNS on our products for hygienic reasons. Please make sure you are happy with your order before completing it.

What happens if there is somthing wrong with my order or a product got damaged in transport?

If you experienced any problems with our products, please contact us directly at sales@soapoilsandherbs.co.za or WhatsApp to 0645058595 so we can assit you.

If there is a problem with your parcel on delivery, please take clear photographys and contact us via email or WhatsApp.

NOTE!!! NO CLAIMS AFTER 3 DAYS AFTER DELIVERY.
PLEASE CHECK YOUR ORDER ON DELIVERY.