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 24 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.
4. How much is shipping?
Shipping is FREE for orders of R1500 or more. Orders under R1500 will be charged a flat rate of R120. This may be subject to change should your order require more than one parcel to be shipped. Unfortunately shipping fees cannot be negotiated and the same rate is charged for all locations/order sizes nationwide. We are not solely an online store so shipping is not added into the cost of our products listed online.
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 tick the gift wrapping option at checkout and leave your message for the note that will be included. Standard wrapping & a handwritten gift note is free of charge. Should you like to add a printed gift box, ribbon & tissue paper (extra R70) please let us know in the "Add Instructions For Seller" at checkout. 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 24 hours without payment. Please make sure to check our store trading times when collecting.
9. What if I want to return something?
Returns 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 will be processed via EFT. There are no returns on consumables, earrings and sale items.
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 45 Kensington Square, 53 Adelaide Tambo Drive, Durban North, 4016