Frequently Asked Questions
- How can I pay?
- What is your refunds policy?
- Where is the retail store?
- How long will it take to ship my order?
- How much will delivery cost?
- How can I get my order delivered to me free of any charge?
- Can I get a delivery on Saturday?
If you have any questions that are not answered here then please contact us Mon to Fri 8am to 4pm
How can I pay?
When ordering online you can now pay with any credit or debit card through Worldpay! In addition you can opt to telephone us or request us to telephone you (UK based customers only) to enable you to let us have your card details over the phone. Either way we provide the personal touch. Once we have received your cleared payment we will ship your order. PLEASE NOTE that if you use this payment option we do not charge your card until the order is ready for despatch.
What is your refunds policy?
Our guarantee to you is that all of the products that you buy from us are of the highest quality! If ever you aren't satisfied with the quality of the product we will replace the product concerned without question! If you decide that you don't wish to keep your purchase for some other reason then our 7-day refund guarantee applies. Our 7-day refund guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 7 days of the date you received the item, unopened (with any seals and shrink-wrap intact, clothing must have labels attached) and we will issue a full refund for the price you paid for the item. We also have a 14-day return policy on all non food items (clothing, pots, grids). We can only accept the return of opened items if they are faulty. Please note that we reserve the right to send back items to you that have been returned to us after 7 days unless they are faulty. This returns policy does not affect your statutory rights.
Where is the retail store?
THE SOUTH AFRICAN SHOP is in Maidenhead in the centre of the Thames Valley, 30 miles west of the centre of London along the M4 motorway corridor, 15 minutes from Heathrow airport and the M25 motorway, 15 minutes from High Wycombe and the M40 motorway, and 20 minutes from Reading. Or it's approximately a 30 minute train ride from Paddington station in London and 2 stops by train from Reading. The full address for your satnav is... THE SOUTH AFRICAN SHOP, SAPRO House, Brock Lane, Maidenhead, Berkshire, SL6 1LP. Telephone : 01628 782 511. e-mail : firstname.lastname@example.org Opening times : 9:30am to 5:30pm Mondays to Saturdays and 11:00am to 4:00pm Sundays and Bank Holidays. We are closed on Christmas Day, Boxing Day, New Years Day and Easter Sunday
How long will it take to ship my order?
We download orders from our website constantly during each working day. As each order arrives, we check stock availability and then pick it and pack it ready for despatch. If there are any items that are not immediately available then we will telephone you and offer you the option of an alternative product, or to wait until stock of the missing item arrives, or to send out the order without that item.
When we receive an order together with the payment details (or can make telephone contact with you before noon on the working day concerned to get them over the phone), we can usually ship the order to you on the same day for delivery the following working day. However, we never ship orders that include fresh or frozen meat or fish products on a Thursday and Friday (since the next working day is Monday) unless you have requested a Saturday morning delivery (for which there is a small delivery surcharge). If we send such an order out on Friday for Monday delivery then the order will stay in the DPD warehouse over the weekend which is clearly not desirable. We do not offer a delivery service on Sundays or public holidays.
How much will delivery cost?
Please see our delivery charges page
How can I get my order delivered to me free of any charge?
As long as your delivery address is in England, Wales or Southern Scotland, and the order value of all items supplied exceeds £70.00 but is no more than 25kgs in weight then we will deliver your order to you free of any delivery charges. However, in the event that we are unable to supply certain items that you have ordered, and this reduces the order value to less than £70, then you will need to add other items to increase the order value to over £70.00 in order to qualify for free delivery.
Can I get a delivery on Saturday?
As long as your delivery address is in the UK, we can deliver on a Saturday at a delivery charge of £16.00.
If you have any questions that are not answered here then please send contact us. We are available on the telephone Monday to Friday 8AM to 4PM.