1. How Do I Order?
Add the items you'd like to your cart. Once you have submitted your cart we will check our stock availability and confirm whether what you have ordered is available. You will then received an email with the relevant details for payment. If any items ordered are sold out in we will let you know before confirming your order.
2. What if something I want is sold out?
If what you’d like is sold out please contact us anyway and we'll see what we can do. We get new products in on a regular basis and normally update our customers over social media when things are restocked.
3. How can I pay?
Payment is via ZAPPER or EFT. Once stock availability has been confirmed you will receive an email with the relevant payment details. We will hold your order for 48 hours from time of order confirmation. If payment is not made within that period then we cannot guarantee stock availability and your order may be cancelled. Orders are only shipped once the funds have cleared in our account. If you are based overseas we can arrange payment via PayPal.*
*Due to conversion and bank withdrawal fees additional charges will apply.
4. How much is shipping?
We have two shipping options.
- Collect your order at a PUDO locker nearest to you - R75. Please select the locker to locker option at checkout. PUDO allows for a period of 36 hours for collection once your parcel has arrived at the selected locker. Kindly note that we cannot be held responsible should there be a failure to collect on the part of the customer.
- Delivery to your door - R125. Select this option if you'd like your parcel to be delivered directly to your door.
Shipping is FREE for orders of R1500 or more. All rates are subject to change should more than one parcel need to be shipped. We are not solely an online store so shipping is not added into the cost of our products listed online and cannot be negotiated.
Disclaimer: We cannot take responsibility for anything that happens in transit or for missing/ undelivered parcels, but we always strive to be as accommodating as we can. If something does arrive damaged, please send us an email with images attached and we will see how we can help you. We do our utmost to pack all orders securely using bubble wrap and tissue paper. We use The Courier Guy for all of our deliveries.
5. How long does shipping take?
Normally once we have dispatched your parcel shipping takes between 1 to 7 working days. If you live in an outlying area it may take longer. You will be supplied with a tracking number and link so you can trace your parcel. We only ship orders on weekdays between 9am and 5pm and do our best to dispatch in 1 to 2 working days.
6. What if my order is a gift?
Please select the relevant option at checkout - either free wrapping or a printed gift box. If needed we can send your gift directly to the lucky person all wrapped up and tied with a bow! Make sure to put the details of the receiver in the shipping section.
7. What if my order is damaged?
We cannot take responsibility for anything that happens in transit or for missing/ undelivered parcels, but we always strive to be as accommodating as we can. If something does arrive damaged, please send us an email with images attached and we'll see how we can help you. We do our utmost to pack all orders securely using bubble wrap and tissue paper. We use The Courier Guy for all of our deliveries.
8. Can I collect in store?
Yes you may. Please select the "Collect in Store" option under shipping when checking out. Items will only be kept aside for a maximum of 48 hours without payment. Please make sure to check our store trading times when collecting.
9. What if I want to return something?
Returns/ Refunds Policy: Please report any damages/ returns within 7 days of receiving your parcel. The courier cost for returns is the responsibility of the customer. Once we have received & inspected the items then a refund may be processed via EFT. There are no refunds on consumables, earrings and sale items. We do not refund any shipping fees.
10. Can I supply your store?
If you’d like to become a supplier please click here for more info.
If you have any further questions not covered above please feel free to get in touch via email: info@fatwhalegifts.co.za
We're Happy To Help!
Visit Us:
Shop 54C, Kensington Square, 53 Adelaide Tambo Drive, Durban North, 4051
Located on the First Floor near the parking Pay Station