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- Delivery
- Gift Cards, Promo Codes and Vouchers
- Payments
- Privacy & Security
- Products and Stock
- Refunds, Returns & Exchanges
I have a product and stock question not listed here, can you help?
Please complete the following support form here and one of our friendly customer service agents will be in touch to help.
I want to provide feedback about a product. How do I do this?
We welcome any feedback our customers can give us. Once you have successfully bought a product you can post a review on the product’s page by adding your comment, or send your feedback to our Customer Service.
When can I expect new products to be listed on your website?
Because we are a vendor-driven store, everything depends on our vendors. We do however encourage our vendors to always update the site when there are new products. You can also subscribe to our newsletter to receive updates on new products, deals, sales and discounts.
I tried to place an order unsuccessfully and my desired item is now appearing out of stock.
Allow several minutes for this item to reappear in stock and then try again.
How do I know if you sell a certain brand?
All you have to do is enter the name of the brand in the search. Search results will present you with the available items from that brand. If the brand you are looking for is not there, send us your brand suggestion on the Customer support here and we will see what we can arrange.
Will I be allowed to place an item on hold?
Unfortunately, this is not an available option yet.
Do you place items on backorder?
Any products that allow back orders will enable back order and specify duration in the description.
What do I do when the item I want is out of stock?
Our vendors are constantly making it a point to keep up with the latest trends. You can simply go to the vendor list, select the vendor you would like to contact and fill in a contact form and the vendor will reply.
Where can I find the sizing chart?
Every product on the website will have a size chart on it to make your shopping experience even better. Just click on the size chart for details.
What if the item I bought is defective?
AfroNala ensures that all products are of high quality when they are shipped to customers. Should it happen that your item is defective then please log a ticket by contacting our friendly Customer Service here.
When will I be refunded?
In general, once the vendor has received and assessed the returned product, your refund will be processed within 2 working days. Please allow up to 5 working days for the refund to reflect in your bank account.
What are my refund options?
Where possible, we’ll refund you in your original method of payment. Alternatively, in most cases, you will be refunded to your bank account.
Unfortunately due to banking systems delays, the refund can take up to 5 days to reflect in your account.
What is the status of my refund?
Returns
Refunds for returns will be processed once the returned item has been received and inspected at the vendor. It takes 2 to 5 days from collection or drop-off to receive and inspect the items. Once inspected it takes up to 5 working days for the refund to reflect in your account.
We’ll also keep you updated on the progress of your return and refund via email.
Cancellations
If items have been cancelled from your order due to an inventory error we’ll notify you via email & issue a refund.
We’ll request your banking details so we can transfer the money into your account. It can take up to 2 days to process the refund.
I have a refunds question not listed here, can you help?
Please complete our Help form here and one of our friendly customer service agents will be in touch to help.
Why is my refund taking so long?
Refunds are usually processed within 3-5 working days, depending on your bank’s processing time.
How do I request a return or a refund?
Login to your account, visit your account page by clicking on the small man on the top right corner. Go to orders, locate the order that contains the item/s you would like a refund for and click “Request Warranty”. Select all items you would like to return or request a refund for by ticking the checkbox next to the item.
In the first dropdown under the “I would like to request for” section, choose “Replace” or “Refund” respectively, in the next drop-down, select the reason for the return/refund. and finally, add any additional information or comments that you think will be helpful.
PLEASE NOTE: If you have redeemed a coupon on your original purchase we will reissue the coupon amount and refund the amount you have paid, excluding the coupon value.
Refunds may take up to 5 days to reflect depending on your payment method and bank used.
I have a privacy & security question not listed here, can you help?
Please complete our Help form here and one of our friendly customer service agents will be in touch to help.
How does instant EFT work and is it safe?
PayFast allows you to pay for your order by EFT instantly and securely.
How it works
- Enter all the required tails in the checkout page and click checkout
- Select instantEFT then select your bank and log in
- Choose the bank account you’d like to pay from and click Pay
Once complete we’ll confirm your order
NOTE: Payfast can take up to 48 hours to confirm the order with us.
PayFast supports FNB, Standard Bank, ABSA, Nedbank, Capitec and Investec payments.
Is it safe?
- PayFast guarantees the highest levels of security when paying online.
- PayFast has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security.
- PayFast acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller.
Your online banking login details are NOT stored by PayFast.
When does AfroNala charge my credit card?
We charge your card as soon as the order is processed (which is shortly after you checkout). You will receive an order confirmation via email.
How do I change my credit card details?
Afro Nala does not keep/store any card information. All our transactions are performed through secure, PCI certified 3rd party payment gateways..
Do you keep my credit card details?
You are completely safe, we do not store your credit card details.
Will my information be sold to third parties?
Not a chance, your information will not be sold or passed on to any third parties.. Read more on how we protect your details by referring to our Privacy Policy.
How do I know it’s safe to shop with Afro Nala?
We work hard to ensure that your details stay safe and secure. Your privacy is of the utmost importance to us. If you want to know more on how we ensure your privacy, please refer to our Privacy Policy.
What is store credits/ wallet?
If you return an item/s and select store credit as your refund method, or an item happens to be out of stock Your Afro Nala wallet can be credited with the value of the paid price of the item/s. This can then be used for future purchases at AfroNala.co.za .
You will see an option to pay using your wallet at checkout.
What is a Gift Voucher?
If you are lucky and have been given a gift voucher, you will be able to add this to your order and the amount will be deducted from the total order value. You will be able to use the gift voucher until the total value of the gift voucher has been used.
What is a Promotional Code?
A Afro Nala promotional code can be used only on AfroNala.co.za and may have limitations. Promotional codes may be received via newsletter sign ups, newsletters, social media promotions and other marketing activities. Promotional codes may not be applied to Afro Nala Deal orders.
Examples of limitations are a minimum spend amount, codes may not be valid on sale items, a validity and usage period, codes may only be valid on certain items etc. All promotional codes will come with terms and conditions. If you are uncertain please contact our delightful Customer Service team for assistance.
How do I use my wallet?
The wallet system is currently not available for use.
How do I use my Promotional codes/Gift Vouchers?
You can only redeem one voucher or coupon code per order. When wanting to redeem a voucher or coupon you can either:
- Enter the code in the box provided on the Shopping Cart page.
- Enter the code in the box provided on the Checkout page.
I have a Promo code or Gift Voucher question not listed here, can you help?
Please complete our Help form here and one of our friendly customer service agents will be in touch to help.
My Promotional Code is not working, why?
Coupons/promotional codes have specific terms and conditions regulating when and how they may be used, such as minimum spend, qualifying product purchases and the expiry date.
These should have been issued to you along with your code. Please make sure that you meet all these requirements when trying to redeem your coupon code in the Promo Code box at checkout.
How do I pay for an order that is Awaiting Payment?
To pay for an order in Awaiting Payment click the Pay Now button from your orders page. This will launch checkout and you can complete payment with any available method.
Note you have 4 hours to complete payment before the order is cancelled.
I have a payment question not listed here, can you help?
Please complete our Help form here and one of our friendly customer service agents will be in touch to help.
Why can I not pay with cash on delivery (COD)?
We currently do not offer Cash On Delivery (COD).
Why does the price of my item change when I try to check out?
Daily Deals and other discounted items have limited stock and these offers are available for a limited time only. Once these offers sell out or expire, the items will revert to their original price.
Occasionally, where the limited deal-priced stock of an item sells incredibly fast, the product page price might take a short time to update, but the price displayed in your cart summary when you check out will always be the correct and final price of the product. Always double check your final cart summary before checking out.
Deals and discounted prices are only secured through payment and not by adding them to your cart. We’re only able to honour deal and discount prices for the amount of stock that was made available for these offers.
Why haven’t I received my payment confirmation email?
You’ll receive your payment confirmation email once we’ve received payment. If you haven’t received it yet you can check your Order History under your Afro Nala account profile to make sure your payment has been processed successfully.
Can you deliver my order to multiple delivery addresses?
Unfortunately you can only use a single address per order.
When will my order be delivered?
Our deliveries usually take between 2 to 7 days under normal circumstances. You can also track your delivery at any time from our 3rd party delivery service.
You will also receive periodic updates about your delivery. This is the most current tracking information we have for your order. If this date changes, the courier will let you know straight away by email or SMS.
Can I change my delivery address after I have ordered?
Unfortunately, it’s not possible to change your delivery address after confirming your order, so please always double check that your address details are correct at checkout.
You can change your delivery address here for future orders, you can also update your Address Book under your Customer Dashboard in your Account profile here.
How safe is it to use my credit card on your site?
All Afro Nala payments are processed through secure payments gateways that are PCI compliant.
Are all prices in South African Rand (ZAR)? and do they include VAT?
Are your prices in South African Rand (ZAR)?
Yes, all pricing is in South African Rand.
Do your prices include VAT?
Some of our vendors are VAT registered and as such their products will include VAT.
I have a delivery question not listed here, can you help?
Please complete our Help form here and one of our friendly customer service agents will be in touch to help.
Who can sign for my parcel?
The delivery service we offer is a door-to-door service. This means that the order is delivered to the address and not the person – i.e. if the person is not available it can be left with anyone at that address e.g. security, staff, reception, etc. Please ensure that someone you trust is available at the address you selected.
Product damaged at the time of delivery, what should i do?
Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by contacting the vendor/seller via the website.
They initiate a return process and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.
What products are not eligible for returns?
The following products will not be eligible for a refund, exchange or credit:
- electronic vouchers;
- books;
- intimates, lingerie, swimwear, bodysuits or underwear;
- jewelry for piercings;
- a beauty product or fragrance which has been used;
- foodstuff, beverages or other products intended for everyday consumption; or
- products which have been personalized for you or made to your specifications, unless defective.
Can my parcel be delivered to an office address?
Ofcourse, your parcel can be delivered to an office address. All you need to do is enter the correct address along with your full names upon checkout.
There are items missing from my order?
More often than not, if you order from multiple vendors your order will have multiple order numbers, therefore each order number will be treated as a separate delivery, and sometimes even a few days apart. Please allow at least 5 working days to receive all your items.
What are the available delivery options and how much does it cost?
We currently only offer Door to Door delivery which can taken between 1-5 working days depending on your location, the location of the various products you’ve ordered and their availability. All products from different brands are in most cases delivered individually, to make sure you get all your products quicker. Our door to door delivery costs R75 per order, no matter how many brands you buy from. You only pay a single delivery fee.
Can I choose to collect my order instead?
We do not have a collect order option because we believe if you can collect directly from the vendor then you should probably buy directly from the vendor.
How can I pay?
Afro Nala currently accepts all Visa and Master Card Debit and Credit card transaction through Yoco’s secure payment gateway. We also support instantEFT payments through PayFast. All major Banks are supported. We also allow payments using the zapper app. Just select zapper at checkout and scan the QR code with your zapper application to complete the payment.